Madhumathi Desiganantham

Worked on the server side and client side scripting using Javascript.

Have implemented many third party integrations like integration with Vonage contact centre using flow designer.

Worked in UI builder development including creating pages and variants and setting us the landing pages and configuring the workspaces like CSM and Service operations workspace.

Have worked in configuring NLU intent the virtual agent chat for the customers. Created topics in virtual agent according to the customer requirement and setting up the NLU intents.

Worked in setting up the Language translations for the application and implemented dynamic translations for agent chat setup.

I have good experience working in the ITSM and CSM modules and ITBM modules completely.

Worked in UI Policies, Data Policies, Client Scripts, Business Rules, Script Includes for designing UI interfaces.

Worked on Import sets, Data sources and Transform Maps as per the client requirement.

I have worked in Service Portal development.

• Performed application maintenance to include performance monitoring and error identification and remediation
• Managed support for incidents and service requests.
• Led upgrade planning and execution in Project.
• Managed instance security: user/group access, administration, access control lists. etc.
• Provided configuration assistance for development.
• Worked on Incident Management, Service Request Catalogs, Knowledge Management, Change Management, Problem Management, CMDB, CSM, Demand management etc.
• Worked in virtual agent development for enabling the end users to chat with agents and setup chat features for the CSM Module by creating Topics and NLU models.
• Worked in setting up the dynamic translations for agent chat.
• Worked in Service portal Developments and have setup the Employee centre portal which can be used for cross- domain end user support as a portal.
• Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional.
• Mainly worked on understanding the customer pain points and providing the best generic solutions to the customers from the current process they are following related to the Modules that we have in ServiceNow like ITSM, ITOM, ITBM, Predictive Intelligence, Performance Analytics dashboards etc.
• Worked in documentations specifying the requirements done and tested with all technical specifications which is subjected to architectural team’s approval.
• Worked in implementing the integrations with many third party tools by using spokes in flow designer.
• Having good hands on experience in Flow designer.
• Worked in implementing Integration Hub ETL Framework for the customer by connecting many third-party tools to populate data in CMDB using the ETL framework along with classes and relationships setup in ServiceNow.
• Worked in all server-side scripting like Business rules, script include, UI actions, script actions, flow designer.
• Worked in setting up UI interfaces for users.
• Worked in UI Policies, Data Policies, Client Scripts, Business Rules, Script Includes for designing UI interfaces.
• Worked on Import sets, Data sources and Transform Maps as per the client requirement.

• Single point of Contact providing L1 and L2 support co-ordination to more than 27 customers using ServiceNow application for ITSM Modules.
• Requirement Analysis, Configuration as per Client’s Requirement, providing support to the existing functionality.
• Have good understanding and development experience in working on ITSM and ITBM modules like below:

• Incident Management
• Service Catalogue Management
• Problem Management
• Knowledge Management
• Change Management
• Service Level Management
• Service Portal
• Demand Management
• Subscription Management
• 3rd Party Integrations
• Virtual Agent Setup
• Agent Chat
• Predictive Intelligence
• Performance Analytics
• CSM
• Integration Hub ETL Framework

• Have worked in developing Service Catalog items, Record producers and Order guides.
• Set up Response and Resolution SLAs for different Business Partners. Maintaining SLA/OLA/UPC.
• Worked on Various Web Services Integrations like Inbound and Outbound using SOAP and REST APIs.
• Worked and having knowledge on Email Integration Techniques. Implemented Email filters for incoming emails in Service Now.
• Access Control Rules(ACL) for securing and providing the right access to right person/role.
• Good experience on working with Database views, UI Policy, and Data Policy.