Wanshika Patro

• Request Management, Knowledge Management, Service Catalog and other modules
• Hand on experience on various ServiceNow customizations as per client's requirement
• Created different Catalog Items for clients in ServiceNow
• Experience in Importing data using Import sets and transform maps
• Working knowledge of IT Operation Management (Discovery, MID Server)
• Basic understanding of CMDB, Asset management and Project Portfolio Management
• Basic understanding of LDAP Integration and integration with third party tool
• Ability to multi-task, work under pressure and meet challenging deadlines
• Good team player and quick learner

Roles and Responsibilities

• Worked on customization of ITSM modules
• Worked on Major Incidents
• Used different ServiceNow scripting like Business Rules, Client scripts, UI Actions etc
• Developed new Catalog Items
• Managed data with Tables, Import Sets and Update Sets
• Configured SLAs and Email Notifications
• Developed new workflows
• Worked on Service Portal
• Worked on ServiceNow Reporting.
• Was working on the basic outline of ServiceNow, I was handling the backend of the client portal through ServiceNow
• Any problem faced by any client we were directly dealing with it and providing solutions to the best of our knowledge and experience
• Resolved system test and validation problems to provide normal program functioning
• Adhered to critical deadlines in troubleshooting and implementation
• Managed competing and overlapping assignments, prioritizing based on urgency and remaining flexible as demands evolved
• Well conversant with ServiceNow Modules like ITSM which includes