Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shiva Nandini Manda

Kings Langley,NSW

Summary

Skilled ServiceNow Certified System Administrator, MBA and Bachelor degree in computer Service and Information Technology, with over 3+ years of experience in IT/Technical Support and over two years of experience in ServiceNow Administration. Devoted and energetic team player with the proven ability to work with little or no supervision, proficient in ServiceNow applications like Service catalog, CMDB, Change Management, Risk management with functional knowledge of ITSM processes and best practices. A personable, charismatic professional with great work ethics and focus on the organizational goals. Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Overview

4
4
years of professional experience
1
1
Certification

Work History

ServiceNow Administrator /ServiceNow Developer

Tech Mahindra
11.2021 - 12.2023
  • As a part of support activity resolve incidents by provided with proper root cause investigation.
  • perform day to day administration of the Service-Now tool maintain business services and configuration item relationship item relationships in Service-Now tool.
  • Develop and manage application code, user interface, and third-party integration components.
  • Develop necessary development document documentation as needed e.g technical design, developer notes etc
  • We have utilized UI actions, incorporated script includes, applied UI policy, and configured Import set transform maps. Additionally, we have set up Notifications and SLAs to ensure efficient workflow management.
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Manages users, groups and roles
  • Manages data with Tables, the CMDB, Import Sets and Updates Sets.
  • Performs migration activities Dev to QA, Qa to Prod
  • Coordinates Service Catalog Options, Including Two-step Checkout, cart controls,Variables.
  • Developed Service Catalog items streamline the ordering process, guiding users through Order guides and record producers. Variable Sets and UI policies enhance user experience, while Data Policies ensure data integrity. UI Actions and ACL’s enforce permissions, Client Scripts and script includes add functionality, and Business Rules automate tasks. Transform maps facilitate data import, and web services enable integration.
  • Integrating ServiceNow with third-party tools via SOAP and REST messages involves configuring both inbound and outbound Web Services. SOAP provides a robust protocol for transaction management, while REST offers a lighter-weight alternative, often used for mobile app integration. Ensuring secure data exchange and proper authentication is crucial in this process.
  • Investigation performance issues, learn troubleshooting tools, and use system logs to find issues.
  • Develops and improves user systems procedures, and prepares system documentation.
  • Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
  • Worked closely with end users to solve problems related to hardware and software.
  • Played the role of a Implementer of entire Remedy ARS ITSM Suites.
  • Worked on Multiple High Availability environments with multiple AR servers with shared database.
  • Integration with LDAP Active directory auto population of people data in Remedy.
  • Used CREATE,SET,and GET operations for automation of ticket in remedy.
  • Involved in Developing the forms,Workflows Building Applications.
  • Involved in Developing the Forms, Workflows Building Applications.
  • Using the AR Migrator tool to deploy object from Development to UAT and UAT to Production.
  • Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc
  • Core Application Administration: Policies interactions, Application Security, Event Notifications.
  • Managing Client Scripts, UI actions and Data policies.
  • Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now
  • Defining Service Level Agreements SLAs, notifications, and reports.
  • Develops new applications from beginning to end.
  • Maintains existing applications, Creates Code that meets system standards.
  • Integration of service now with LDAP for authentication.
  • Integration of Service Now with BMC Remedy for ticket creation on change submit.
  • Subject Matter expert on Incident Management, Change Management process and knowledge article.
  • Develops conversion plans and procedures.
  • Develops and executes plans and procedure for data conversion, customer acceptance criteria and installation strategy.
  • Migration of customization from one instance to other instance.
  • Deliver new and quality solution to client in response to varying business requirements.

Phone Banking Executive

HDFC
11.2019 - 10.2021
  • The Phone banking officer is responsible for providing good service to customers pertaining to any of their banking, financial land investment needs.
  • The position will be responsible for resolving customer Queries over the phone on a day-to-day basis, thereby providing efficient customer service. This position also requires to cross sell banking products to our existing customers over the phone.
  • Service and sales coverage all over Telangana.
  • Value added selling which resulted in a 25% increase in customer-based relationship growth.

Education

MBA - Finance

Aurobindo Institute of Business Management
04.2021

Bachelor of Science - Computer

Siddhartha Degree College
05.2019

Skills

  • Experience developing ServiceNow software solution using web technologies like Javascript, Web Services
  • Experience in developing and using orchestration and automation workflow
  • Experience in support training, UAT and knowledge transfer
  • Experience of administrating service Management toolset(eg SNOW, ServiceNow Discovery etc)
  • At least three years of overall ServiceNow administration experience including development, design and implementation
  • Communication and Software testing

Certification

Certified ServiceNow System Administration

Timeline

ServiceNow Administrator /ServiceNow Developer

Tech Mahindra
11.2021 - 12.2023

Phone Banking Executive

HDFC
11.2019 - 10.2021

MBA - Finance

Aurobindo Institute of Business Management

Bachelor of Science - Computer

Siddhartha Degree College

Similar Profiles

CREATE PROFILE
Shiva Nandini Manda