Vijaya Santhi M.

Designed process automation in creation and customization of core application modules such as Service Catalog, Incident, Problem and Change Management. Experience in modifying the existing workflows according to new requirements as per the IT business needs.  Led the governance calls and leaded offshore team, scheduled reports on the CMDB data to show the accuracy. Experience in solving BAUs/incidents as per the SLAS.  Proficient in converting Functional Specifications to Technical Specifications  Experience in designing processes for IT Business and expert in Business process mapping.  Very strong analytical and problem-solving techniques with an emphasis on individual and team effort.  Application mapping, Process flow implementation, Daily operations, Documentation, Training, Enhancements, Functional Requirement gathering, Testing and sign off.  Experience in Gathering and Documenting Requirements in addition to serving as the interface between business and Information Technology Service Management team resources.  Expertise in writing SQL Queries in the scripts to query the database.  Planning and problem-solving skills with the ability to work independently or with cross-functional teams. Self-motivated and results-oriented with solid work ethics.  Good knowledge in ServiceNow admin processes like UI policies, catalogue building, scripting, workflows and module creations and testing.  Scheduling reports as per the business needs, Business reconciliation, data integrity, and verifying up to date on lifecycle of a CI maintenance.  Manage customer expectations accordingly and attend appropriate weekly / monthly meetings.  Generate reports from service now for Incident / Problem / Configuration management