 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.