Simranpreet Kaur

• Acted as primary ServiceNow support for day-to-day platform maintenance.
• Developed custom reports, dashboards, SLAs, and notifications.
• Performed data imports, transformations, and CMDB updates.
• Configured Service Portal widgets and pages.
• Supported governance, documentation, knowledge articles, and training.

• Administer and support the ServiceNow platform for multiple users across multiple ITSM modules.
• Configure Incident, Problem, Change, Knowledge, Request, CMDB, and custom applications.
• Develop and maintain Catalog Items, Record Producers, Workflows, and Flow Designer automations.
• Create and optimize Business Rules, UI Policies, Client Scripts, and UI Actions to enhance user experience.
• Manage access controls (ACLs), roles, groups, and user provisioning.
• Build dashboards, reports, and Performance Analytics widgets for stakeholders.
• Troubleshoot platform issues, resolve incidents, and implement root-cause analysis.
• Coordinate and deploy Update Sets across development, test, and production.
• Collaborate with process owners and developers to implement enhancements and new features.
• Support platform upgrades, regression testing, and new module rollouts.

• Developed technical requirement documentation for new software products.
• Perform daily administration of ServiceNow including module configuration, form updates, ACL setup, SLAs, email notifications, UI pages, and scheduled jobs.
• Create and maintain catalog items, record producers, variable sets, workflows, and complex Flow Designer logic.
• Provide L2/L3 support for ServiceNow issues including script errors, workflow failures, access problems, form issues, and catalog failures.
• Analyze and resolve platform incidents, ensuring minimal service disruption and conducting root-cause analysis.
• Manage user access requests, group/role assignments, and ACL-related support issues.
• Support Service Portal users, troubleshoot broken widgets, fix layout/UI issues, and maintain portal notifications.
• Monitor platform health, scheduled jobs, email queues, and fix system logs, errors, and performance issues.

• Authored best practices documentation for use in new personnel onboarding processes.
• Analyzed existing systems and databases and recommended enhancements to solve business needs
• Developed technical requirement documentation for new software products.
• Configure and maintain integrations through REST/SOAP APIs, MID Servers, and import sets.

Worked as part of the Platform Application Support (PAS) and Service Quality Management (SQM) teams for major AT&T

enterprise applications.

• Created detailed technical and architectural documentation outlining engineering specifications, system integrations, and deploy-

ment configurations for key AT&T applications.

• Participated in application migration projects, including on-prem to cloud (Azure) migrations and Unix-to-Linux (U2L) transforma-

tion initiatives.

• Gained hands-on experience in Windows Server migrations, patching, and environment hardening, ensuring compliance with

enterprise standards.

• Resolved numerous L1 and L2 production incidents for mission-critical AT&T applications, ensuring minimal downtime and quick

recovery.