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I have 2 years of experience in below domain
1) Servicenow Administration
2) ITIL v3 foundation... Show More
Providing Services for client employees using Service now tool which includes gathering of information, access rights to application, adding user to the domain.
Created groups, roles and security groups to access certain functionalities and customized home page.
Troubleshooting End user issues by impersonating the users and verifying whether it’s a client local issue or issue with ServiceNow.
Consistent positive feedback from client on maintaining ITSM Ops Queue and handling of different issues.
Good knowledge on troubleshooting performance issues by going through logs and errors.
Interaction with functional/process owners over phone to understand the business processes and new requirements.
Creation of new service catalog items, order guides, record producers and modifying the existing ones as per the new requirement.
Designing new Workflows and modifying the existing workflows according to new requirements.
Creating custom Tables, Fields and configuring Access Controls over them
Creating Tickets in Service Now (Version Istanbul, Jakarta & London) ticketing System and following upon tickets to provide resolution for end users.
Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report based control and alert messages using Email Notification
Handling Email tickets from the user regarding IT Issue and miscellaneous other services.
Preparing KPI/SLA reports using available tools and later sharing with them team internally.Show More Show Less