Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vaishnavi Dayalan

London,ENG

Summary

  • Qualified IT Professional with 5 years of total experience including 4+ years of experience as a ServiceNow Developer and Administrator.
  • Excellent verbal and written communication skills - able to present information, status, and issues in a clear and concise manner with the goal of driving to a decision.
  • A passionate, articulate, goal-oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, Software Validation, Software Release and experienced Software Developer in ServiceNow .
  • Attention to detail and complex problem solving abilities from operational and technical perspective.
  • Ability to work independently and as part of a group.
  • Aptitude for learning and rapidly mastering new applications and technology.
  • Excellent analytical skills with proficiency in debugging and problem solving.

Overview

4
4
years of professional experience
1
1
Certification

Work History

ServiceNow Administrator/Developer

HCL Technologies
03.2023 - 02.2024
  • Responsible for day to day management within the platform .
  • Played an important role for Translation of the instance for 34 Countries ; provided training , managed the Update Sets, Organized UAT and pushing it to the Production instance.
  • Enhancements and Development in Incident Management, Request Management and Service Catalog Management .
  • Experience Developing ServiceNow applications from Business requirements and Technical design documents.
  • In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
  • Core competency areas include IT Service Management using ServiceNow Tool.
  • Expertise on creation of workflows for Service Catalog items in ServiceNow.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Managed intake and requirements gathering for corporate wide ServiceNow instance.
  • Good knowledge of CMDB and Asset Management Services: Business Services, Service Offerings and Configuration item relationships.
  • Understanding of IT service management (ITSM) and the ITIL business process.
  • Maintain Service level agreement (SLA) and monitor an SLA Workflow.
  • Expertise from Calgary through Helsinki Versions.
  • Created Knowledge articles to document the steps in creating the catalog item.
  • Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per the complex requirements.
  • Created countless Business Rules using the GlideRecord operations
  • Created Catalog client scripts and UI policies to make client side changes.
  • Created the UI pages to use them in Catalog items, Implemented using UI scripts.
  • Created Knowledge articles to document the steps in creating the catalog items.

ServiceNow Developer/Administrator

Cognizant Technologies Solutions
10.2019 - 03.2023
  • Office Depot, Inc.is a global supplier of office products and services headquartered in Boca Raton, Florida, United States.
  • Responsibilities: Involved in analysis of end user requirements and Business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
  • Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
  • Designed and implemented new functionality using UI Policies and Data Policy.
  • Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Has been part of end user self-service portal management.
  • Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plug-in.
  • Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
  • Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
  • Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
  • Generating weekly reports and metrics for IT management.
  • Configured metrics for indicating KPI of the Industry in different measure.
  • Created many standard workflows which are being re-used and propagated.
  • Documented business processes, functional requirements Conduct information flow analysis, process modeling within and across multiple business streams.
  • Maintained the integrity of the service-now tool across production and non-production environments.
  • Provided training on service-now process, operations and capability to all required teams.
  • Involved in production support for all the ServiceNow related issues.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Anna University
Chennai,India
05.2018

Skills

  • Operating Systems 
  • Programming Languages
  • Software Methodologies 
  • Tools & Utilities 
  • Scripting Languages 
  • Application Servers 
  • Database 

    Windows, UNIX, Linux

    C, C, Java, Python,SQL

    SDLC, Waterfall, Agile, Scrum

    Service Now, BMC Remedy

    JavaScript, HTML, CSS

    Apache, Tomcat

    Oracle, MS SQL Server

Certification

  • Certified ServiceNow Administrator 
  • Certified in ITIL Foundations

Timeline

ServiceNow Administrator/Developer

HCL Technologies
03.2023 - 02.2024

ServiceNow Developer/Administrator

Cognizant Technologies Solutions
10.2019 - 03.2023

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

Anna University

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Vaishnavi Dayalan