Pooja E Email & Phone Number

Irving, Tx, Us

Dallas, Tx, Us

🔹 Experienced in ITSM, ITOM, and integrations to streamline IT operations.🔹 Provided technical support and troubleshooting for ITOM tools.🔹 Implemented ServiceNow modules: Incident Management, Problem Management, Change Management, and Service Catalogs.🔹 Automated incident management process through custom workflows using Flow Designer.🔹 Managed Change Management process to ensure controlled changes in the client environment.🔹 Designed and implemented Service Mapping solutions for visualizing infrastructure dependencies.🔹 Conducted regular maintenance and upgrades for optimal ITOM solution performance.🔹 Developed SOAP and REST integrations for inbound and outbound data.🔹 Configured ServiceNow Discovery platform for asset and service discovery.

🔹 Translated business requirements into functional requirements within ServiceNow.🔹 Customized UI elements such as forms, lists, and UI actions.🔹 Identified development opportunities on the ServiceNow platform to meet evolving business needs.🔹 Managed data using Tables, CMDB, Import Sets, and Update Sets.🔹 Created Service Catalog Items with user criteria, variables, variable sets, record producers, and workflows.🔹 Followed ITIL standards while designing user, group, and category solutions.🔹 Utilized system logs for viewing system activity and troubleshooting.🔹 Developed Service Catalog components based on client requirements, including Request Items, Order Guides, and Record Producers.🔹 Created workflows to support approval processes and task assignments.🔹 Worked with ServiceNow CMDB Classes to manage asset and configuration relationships.🔹 Resolved incidents and requests related to Asset Management and CMDB.🔹 Developed data fix scripts and conducted Root Cause Analysis for data corruption issues.🔹 Designed and implemented Service Mapping workflows, including event management, service catalog, and incident management.🔹 Configured SLAs for incident, problem, and change management processes.🔹 Provided consultation for pre and post-installation, implementing ITIL best practices for the ServiceNow ITSM Platform.

Hyderabad, Telangana, In

🔹 Implemented ServiceNow applications using ITIL practices in a phased approach.🔹 Worked with Incident Management, Problem Management, and Change Management applications for issue escalation, logging, diagnosis, resolution, monitoring, and reporting.🔹 Managed data using Tables, CMDB, Import Sets, and Update Sets.🔹 Administered common platform applications including Knowledge Base, Service Catalog, Workflows, SLAs, and Reporting.🔹 Served as a Subject Matter Expert on Incident Management, Change Management, and Knowledge articles.🔹 Customized Incident, Problem, Change, and Service Catalog applications using Business Rules, Client Scripts, and Workflows.🔹 Participated in scrum meetings and provided suggestions when invited.🔹 Scheduled, coordinated, and deployed server updates and maintenance with minimal downtime.🔹 Coordinated with SMEs and technical teams for quick resolution of major and critical Incidents, conducting Root Cause Analysis.🔹 Ensured only approved changes were scheduled and well-documented, with clear communication.🔹 Analyzed incident response timelines to identify gaps and improvement opportunities.