As a Senior IT Performance Analyst, I am responsible for the end-to-end customization and optimization of the ServiceNow platform to streamline IT service management processes and enhance performance metrics. My key responsibilities include:- Designing and developing Business Rules, Client Scripts, Workflows, Notifications, UI Policies, UI Actions, Script Includes, Catalog Items, Record Producers, and Access Control Rules (ACLs) to automate processes, enforce data integrity, enhance the user experience, streamline request fulfillment, and ensure seamless operations across modules such as Incident, Problem, Change, Request Management, and CMDB. Additionally, managing Service Portal customization- Building and managing ServiceNow Dashboards that provide real-time insights into critical performance metrics, aligning with business objectives and stakeholder needs.- Instance administration and configuration, including setting up forms, tables, and access controls to meet specific organizational requirements.- Scripting in JavaScript to extend ServiceNow functionalities and develop custom solutions that address unique business challenges.- Collaborating with IT and business units to continuously improve processes, implementing ITSM best practices through ServiceNow modules.- Configuring and setting up automated reports, improving reporting efficiency and accuracy while reducing manual effort.- Validating and ensuring compliance with SLAs and OLAs, ensuring adherence to performance targets and operational benchmarks.- Providing Excel-based reports to offer granular insights into performance trends, helping teams make data-driven decisions.

-Producing relevant operational reports as required (Power BI, ServiceNow, Excel)-Gathering and reporting data on agreed SLA's, CSAT and Weekly, Monthly, Yearly on demand reports.-Automating Reports with Power Automate-Development tasks in ServiceNow, Catalog item templates, business rules, workflows, CMDB data quality and other improvements-Performing Quality data on tickets raised in ServiceNow-Participating in incident, problem and change management process and reviews when required.Reviewing and measuring all performance against agreed metrics and identifying flaws.Highlighting the areas of enhancement to Service Integration and Management departmentCombining data from multiple sources to respond to high-level IT Operations related questions.Proactively suggesting areas for further analysis to generate ideas for improvements.Working with other analysts and team members to capture data requirements and present final analysis to stakeholders.

Working in Self service team, managing tickets raised via self service platform (ServiceNow)Working with escalations that fall under first-line scope.Remote desktop troubleshooting (VDI/Citrix, Win10/Win7, variuos appications, Cisco, Avaya, VPN, Network, deployment SCCM issues, O365 apps)

Working in Self-Service team, managing tickets raise via self service platform.Half of the time working on chat support delivering first point of contact troubleshooting.Floor manager duties on the weekend shifts.Working with escalations that fall under first line support scope.

1st line IT support analyst for bank empolyees.Resolving various IT issue on first point of contact using ServiceNow platform.Ticket escalations to L2/L3 teams for further resolutions.

Web site development, site administration, database administration, creating sites for customers of the company.

IT support for employees, Windows administration task, managing databases MS SQL, working with MS Word and Excel.