Name : Kalpana Vijayakumar

Mobile : +919036940627
Email : kalpisimman@gmail.com

CAREER SUMMARY

 An overall experience of approximately 9 years

 Certified ServiceNow System Administrator

 Certified Scrum Master

 Trained Servicenow Advanced System Administrator

 Trained Servicenow scripting Fundamentals

 Trained Servicenow CMDB Fundamentals

 Trained Servicenow PPM Fundamentals

An overall experience of approximately 9 years of Professional and 4+ years of experience in ServiceNow

Technical Skills
Service Now administration and development
 Having total 4 years’ relevant experience in servicenow, in those 2 years in to servicenow
administration and 2 years as a business analyst.
 End to end support and administrative experience in ServiceNow in various modules like ITSM,
ITBM, FM, HR etc.
 Ability to create Business rules, email templates and Email Notifications as per the customer
requirements.
 Ability to create, customize and troubleshoot Workflows.
 Ability to create, customize and troubleshoot SLA’s.
 Ability to create Homepages, Reports.
 Ability to create Service Catalogs, Catalog client scripts, variable sets, UI policies.
 Ability to create buttons using UI Actions form.
 Working on update sets, transform maps, import sets, on-call schedules.
 Good experience in Requirements understanding and analyzing.
 Java Scripting experience on the ServiceNow platform.
 Strong analytical and problem-solving skills and the ability to interpret and communicate facts and
data.
· Documentation and Reporting.
· Responsible for documenting the case notes and technical documentation for future reference.

ORGANIZATIONAL EXPERIENCE 1:
• Currently working as a Consultant in Capgemini from Nov 2020 to Till Date.

PROFESSIONAL EXPERIENCE:

Client: Roche
Role: ServiceNow Admin

Responsibilities:

 Solve incidents related to ITSM, ITBM, FM, modules on day to day basis.
 Highly talented in solving priority and complex issues in different modules.
 Acting as a team lead for the current project and as OPS lead in the absence of the manager.
 Handle escalations and client calls.
 Handle request on mass upload, portal creation, deployment etc.
 Creating Documentation and Reporting.
 Take care of portal creations on demand basis.
 Ability to create and run fix/background scripts to solve the bug fix issue.
 Participate in deployments in lower and production environments.

ORGANIZATIONAL EXPERIENCE 2:

• Worked in Accenture as a Senior Management senior analyst from Feb 2019 to Oct 2020

PROFESSIONAL EXPERIENCE:

Client: Microsoft
Role: Servicenow Admin/Business Analyst, Scrum Master

Responsibilities:

 Interacting with functional owners on day to day basis to understand the business requirements
and validating and assigning the task to the team and self and make sure that the delivery
timelines are meeting.
 Conducting daily and weekly meetings with internal team to monitor the work and weekly
meeting with stake holders on the delivery stand point.
 Tracking repeated/ongoing issues for permanent fix
 Tracking all open points and assigning the task to my team based on the priority and driving for
resolution
 Building reports to internal teams/departments based on their needs and requirements
 Exceptional communication and presentation skills, including technical and business concepts.
 Demonstrated ability to influence and consult around all key technical decisions during project
delivery.
 Strong interpersonal skills, customer centric attitude, and ability to work in a culturally diverse
environment.

Technical Responsibilities:
  Understand the business requirements test the ability in the personal instance and present to the
stakeholders.
 Document the steps and use cases for the development team.
 Create/update/delete foundation data like users, roles, assignment groups, locations, delegates
and CIs.
 Configure SLA, service request catalogues, workflows, reports, knowledge base.
· Knowledge of ITIL and Service Management methodologies and processes.
· Performing changes on forms, fields, tables, lists, related lists, category, subcategory.
· Configuring events, email notifications, mail scripts, SMS subscription-based notifications.
· Working on update sets, transform maps, import sets, on-call schedules.
· Knowledge on incident/change/problem/asset/service request modules in domain separated and
standalone environments.
· Documentation and Reporting.
· Responsible for documenting the case notes and technical documentation for future reference.

ORGANIZATIONAL EXPERIENCE 3:

• Worked in Genpact as a Lead Consultant from Mar 2017 to Feb 2019

PROFESSIONAL EXPERIENCE:

Client: Cisco
Role: Servicenow Admin, Incident Manager

Responsibilities:

· Providing complete feedback management for different tools in Ciso with different tools like
· Remedy, Service now and Jira . As a team lead I have to take care of different types of reporting
· with the feedbacks reported, handle escalations, co-ordinate with stake holders on process
· development, assigning tickets to the concern teams along with people management.
· Conduct interviews for any openings in team, send updates to manager regarding their
· performance of my team members, take care of their training requirements.
· Maintaining the wiki/jive documents with new process updates and provide ideas on process
· improvements and automation.
· Feedback automation- Automated email feedback management through Servicenow which
helped
· our team with automatic ticket creation, easy follow up, reporting, notifications and SLA
· calculation.
· Manage and create reports based on the stakeholder requirements.
· Manage User Administration.
· Created user-friendly Service catalog for our project.

Technical Responsibilities:
 · Leading team and individual contributor.
· Developed Service Catalog items, created forms, notifications, workflows, events, Variable Sets,
UI Policies, Client Scripts, Business Rules, transform maps.
· Gathered and analyzed requirements, validating them and assign the work to team and self.
· Handling daily and weekly meetings with team to analyses the work flow and make sure the
delivery is meeting the deadlines with high quality.
· Review findings as per the best practices of Service Now.
· Onsite - offshore communication and co-ordination.
· Created and maintained technical documentation and process map on components, bug fixes.
· Gave a knowledge session to the client and the team members about the functionality.
· Update set capturing and moving customizations to different instances.

Projects Profiles
Automate Feedback Request For Tools
• This process is integrating the Servicenow instead of a Third party tool to automate feedback
request submitted from different tools.
• This automation eliminated manual effort of acknowledgment, ticket creation, SLA calculation,
reporting to clients.
• It consists of Outbound and Inbound processes.
• Outbound - Based on the feedback submitted for the particular assignment groups
acknowledgment has to be send to the end user with the ID and notification on ticket submission
along with response SLA duration will be sent to Assignment group.
• Inbound – When the end users are trying to reply to the ticket from their end it
will check for the four parameters if everything matches then it will update the case and notify the
assignee or the group.
• By using system processors it will validate the data which is sending from the tools.
• As per requirement we eliminated third party intervention on our tools for ticketing.

ORGANIZATIONAL EXPERIENCE 4:

• Worked in Magna Infotech as a Consultant from July 2013 to Feb 2015

PROFESSIONAL EXPERIENCE:

Client: Sapient
Role: Incident Manager

Responsibilities:

· Providing complete incident management for different projects with different tools like Remedy,
 · Service now , Attask and Jira . As a part of incident management team I have take care of
· different types of reporting with the issues reported, handle bridge calls for P1 tickets, arrange
· client calls for review on tickets, assigning tickets to the concern teams, handling escalation calls.
· Conduct training to new joiners, send updates to manager regarding their performance.
· Maintaining the run book with new updates and preparing the shift roaster.

ORGANIZATIONAL EXPERIENCE 5:

• Worked in Accenture as a Senior Software Engineer from Aug 2008 to Aug 2011

PROFESSIONAL EXPERIENCE:

Client: Starwood
Role: Incident Manager

Responsibilities:

· Shift lead and Incident co-ordinator in IT service desk managing team of 12 members, provided
voice/chat support to US based client which includes troubleshooting SAP
issues/outlook/VPN/Payroll issues, manage the ticket queue & basic troubleshooting on
hardware/OS.
· Addition to the above role , I also handled the critical situation calls (For the Priority-1 tickets
which had business outages) , the primary role here is to open the bridge call and co-ordinate
with all the technical server teams and drive till the closure of issue along with Service
management team.
· Updating the run book with complete procedures on how to handle and provide solution to an
issue, also all the process related information are prepared and updated to the share point which
is accessible for all our team member.

· Provided IT technical support to internal customers within Accenture all over the world (voice
based) which includes troubleshooting blackberry devices/VPN/outlook/networking issues and
basic troubleshooting in OS and hardware side. Prior to which have undertaken training on
testing and testing tools.

Educational Qualification
 S.N Course School/College Board/University Class % of Year of
o Marks passing

1 BCA KG College of Arts and Bharathiyar Univer- First Class 85% 2008
Science, Coimbatore, TN sity

2 HSC Suburban Higher Sec

3 SSLC Alvernia Matriculation Matriculation First 83% 2003

Personal Details

Name Kalpana Vijayakumar

Husband’s Name Narasimman Thandabani

Nationality Indian

Date of Birth 05th September 1987

Sex Female

Religion Hindu

Contact No +919036940627

Languages English, Tamil & Kannada

Academic Qualification BCA, First class with honors (First rank in all Semester & 10 th Rank in
University) – 2008 pass out.

I hereby declare that all the above information provided by me is true and best of my knowledge and
belief.
Kalpana Vijayakumar