Surya Prakash

• Having 5 years of experience in the IT industry and 4.3 years of experience in IT Service Management Solutions in IT infrastructure, with expertise in ITSM (ServiceNow).
• Hands-on experience on all the ITSM modules – Incident Management, Problem Management, Change Management, Service Catalogs, and Asset Management.
• Customizing the forms and lists of the Incident, Problem, and Change Management module. Extensive experience working with ServiceNow glide objects such as GlideRecords, GlideSystem, GlideAggregate, GlideAjax, etc.
• Customizing forms, lists, and applications based on requirements.
• Created transform maps to import data through the import set.
• Created reports for incident management.
• Has worked in Incident Management, Problem Management, and Change Management. Using ACLs for providing field-level security and table-level security.
• Created discovery schedules, worked on quick discovery, mid-server troubleshooting, and the creation of custom CI classes.
• Configured ServiceNow Discovery to discover server, network, and storage configuration items. Data uploads, User Administration, Groups Administration.
• Personalizing and creating forms and fields for the various roles and groups to target company requirements.
• Created users, added the users to groups, and assigned them roles.
• Hands-on experience configuring the Mid Server for discovery.
• Troubleshooting on Windows, Linux discovery, and running schedules once troubleshooting is completed.
• I have extensively configured and fixed catalog items, their approval flows, user criteria, and visibility. Also configured widgets, pages, Branding editor, etc., for the portal.
• Conducted unit and holistic testing to ensure the reliability of the developed solution.
• Configured many ServiceNow ITSM, CSM enhancements, and defects. This includes enhancements in Incident, Change, Problem, Case Management, and Knowledge Management modules, as well as fixing workflows, ACLs, user criteria, UI actions, UI scripts, dynamic approvals, etc.
• I have performed enhancements. I have also liaised with the ServiceNow folks to check the viability and authenticity of a solution proposed to the client.
• Also Had knowledge on reporting tools like Microstrategy and Power BI

I hereby declare that all the above information is correct and true to the best of my knowledge and belief.