SUMMARY

• 5+ Years of Professional experience in executing IT projects with a good understanding of SDLC life cycle and implementing projects with in - depth understanding of ServiceNow functionality & ITIL processes implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, and Service Portal modules.
• Created, configure and updated business rules, different scripts, policy, action, works flows and flow designer.
• Deep understanding of technology with focus on delivering business solutions.
• Good communication skills to share the functional requirements with the respective technical team.
• Self-starter who processes a verify of presentation, communication, problem-solving, relationship building, team player and critical thinking skills as well as business analysis and leadership capabilities.
• Good at managing relationships with process management teams to provide a consistent delivery framework.

PROFESSIONAL EXPERIENCE

Confidential, Madison, NJ

ServiceNow Administrator

Responsibilities:

• Understanding and representing the customer’s needs as part of providing IT services that meet or exceed those business needs
• Assisted in gathering, analyzing, prioritizing, validating, and transforming business requirements into functional specifications.
• Assisted in creating user stories to ensure all necessary criteria for a successful product delivery are met
• Played major role in designing, analyzing, developing, testing, and documenting ServiceNow enhancements.
• Worked closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
• Developed systems integrations and process automation - fully utilizing the platform’s workflow capabilities
• Worked with functional and admin teams to deliver automated workflow solutions in ServiceNow.
• Implemented GRC, SecOps module and customized, performed data integration
• Worked closely with ServiceNow functional team, configure, and improve core and custom application
• Executed unit test changes to ensure quality, best results using both Manual and Automated Test Framework (ATF).
• Created use case documentation, test plans, test cases & conduct functional testing, as needed
• Involved in production support including planned upgrades for all the ServiceNow instances.
• Provide general support, administration, and maintenance of ServiceNow platform and associated applications which includes supporting the workflows, approval flows and rules
• Working with ITSM team members, internal & external partners before deploying the new functionalities and fix existing issues
• Participating in daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks
• Communicate consistently and effectively with internal business partners to assist in the requirements definition process, and to gain a clear understanding of the appropriate business requirements
• Defined best practices for incident management and service request process
• Actively support and contribute to the organization’s policy of continuous improvement of the delivery and administration processes

Confidential, Madison, NJ

TOSCA Automation Tester

Responsibilities:

• Created Modules using the X-Scan property, developed automation test cases, set up the Test data and executed the Automation test cases during my projects.
• Created effective steps through Model-Based Test approach.
• Configured the automation suite right from the scratch for an application under development.
• Configuring TOSCA Test Environment to set it up
• Work with business stakeholders to gather and document different types and levels of requirements
• Good knowledge in Automation Testing and can carry out Automation domain expert consulting activities

Confidential, Minot, ND

Account Representative

Responsibilities:

• Maintain a thorough knowledge of all Bank products and services procedures policies and appropriate regulatory issues in relation to deposit transaction and loan accounts.
• Maintained a growing knowledge to manage clients and optimize their businesses.
• Promoted products or services to each customer to consistently achieve growth targets.
• Influenced, educated, and connected customers to technology
• Consistently followed bank policies, procedures, and regulations
• Performs a variety of cashiering functions including maintenance of the branchcash drawer.
• Ensures that loan collection actions on assigned accounts are appropriate and timely and that established policies and procedures are observed.
• Greets and interacts with customers in person and by telephone to service their accounts.

Confidential, Minot, ND

Sales Lead

Responsibilities:

• Asked appropriate open-ended questions to discover needs and requirements.
• Serviced accounts to propose new products or services and maximize revenue.
• Reached out to prospective leads through cold calling and applying variety of established selling methods.
• Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
• Identified and analyzed key competitors and related products.