 Working for one of the major US clients. Working in a highly secure and strict process oriented environment. Provide 1st level support to end users with ServiceNow functionality related queries and issues. Configuration of ITSM foundation data such as Companies, Departments, Locations, Groups, User records and Roles. Working with different ITSM modules such as Incident Management, Change Management, Problem Management, Knowledge management, Service request Management and Service Level Management. Experience with Business Rules, Client Scripts, Access Control Lists (ACLs), UI Policies and UI Policy Actions. Configure Service Catalog Items, Record Producers and Order Guides. Experience working with Service Catalog workflows and Flow Designer Experience working with Inbound Email Actions Moving configurations and solutions across environments through Update Sets and Update Sources. Exporting and Importing XML data to maintain data uniformity across environments. Working with Reports and Dashboards. Other than the technical responsibilities, I also handle the responsibilities from the management perspective such as creating the monthly CAM(Capacity and Availability Management) tracker and preparing weekly newsletter for the Stakeholders to understand the ticket stats such as the ticket inflow, ticket resolution counts, SLA metrics,etc influencing key stakeholders decisions

 Provide 1st level support to end users with ServiceNow functionality related queries and issues. Configuration of ITSM foundation data such as Companies, Departments, Locations, Groups, User records and Roles. Working with different ITSM modules such as Incident Management, Change Management, ProblemManagement, Knowledge management, Service request Management and Service Level Management. Progressing knowledge on Business Rules, Client Scripts, Access Control Lists (ACLs), UI Policies and UI Policy Actions. Configure Service Catalog Items, Record Producers and Order Guides. Experience working with Service Catalog workflows. Configuring Service Level Agreements as per the customer requirement. Configuring Templates and Email Notifications as per the customer requirement. Experience working with Inbound Email Actions Progressing knowledge of Approvals and fixing approval related issues. Working with Data Load, Data Sources, Import Sets, Scheduled Import Sets and Transform Maps. Moving configurations and solutions across environments through Update Sets and Update Sources. Exporting and Importing XML data to maintain data uniformity across environments. Working with Reports and Dashboards.

 Moved internally within Capgemini to another project to the role of Remedy consultant.

 Providing technical assistance for BMC Remedy (ARS 7.x, 8.x, 9.x) ITSM Application to business and end users. Working with different ITSM modules such as Incident Management, Change Management, Problem Management, Knowledge management, Service request Management and Service Level Management.

 Assisted with design and development of Web Pages using HTML and CSS. Collaborated with testing team and other developers to identify and alleviate number of bugs and errors in Web Pages. Correct and update page content as per customer requirement.