Sofiya S P

• Handled complete user and group administration(Complete table administration)
• Responsible for form changes in all the Modules of ITSM modules.
• Have good knowledge in handling all the process of ITSM and Asset management.
• Have advanced knowledge in Report and Dashboard configurations.
• Responsible for configuring SLAs, respective mail notifications, Quick messages and templates.
• Responsible to develop standard change templates and Service catalog.
• Have good knowledge in creating complicated workflows using flow designer and scheduled jobs
• Have good knowledge in configuring Business rules, UI Policies, UI actions, Client scripts and ACL
• Have intermediate knowledge in Script includes and Service portal configurations
• Upgraded legacy systems to modernized platforms utilizing out-of-the-box functionality in conjunction with customized enhancements specific to business needs.
• Assisted to improve data accuracy by designing and implementing database structures, relationships, and integrations within the ServiceNow platform.
• Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
• Developed comprehensive training materials to increase user adoption rates and conducted different training to clients.

Implementations / Integrations:

• Complete SLA configuration implemented for all the ITSM module.
• Assisted in LDAP Server Integration - AD to ServiceNow Integration.
• Discovery and mapping, Event Management- Assisted in Integrating Solarwinds with ServiceNow.
• Assisted in Integrating ServiceNow with Sailpoint and SCCM.
• Implemented FortiSOAR integration with ServiceNow.