1. ShraddhaAgrawal
E-mail : shraddha0158cs081096@gmail.com
Mobile : +91-8800465574
Career Objective:
 Looking forward for a challenging career in a high-tech environment and to grow successfully in a way that will
bring the best out of me as a professional team member. I assure that my commitment to the job would yield
better results.
Expertise includes:
 Service Now System Administrator.
 Good understanding of the following ITSM Modules:
o Incident Management
o Problem Management
o Change Management
o Service level Management
o Knowledge Management
 Experienced in developing forms, workflows as per customer requirement.
 Good interpersonal and communication skills, dedicated, result oriented with enthusiasm to learn new
technologies and Capable of working independently and as well as a part of a team.
Software Skills:
 Tools :Service Now, BMC Remedy user tool, BMC Remedy Administrator, BMC Remedy
Import tool, BMC Remedy Mid-Tier, BMC Development tool
 Web Technologies : HTML, Java Script, Service Now Script
 Operating Systems : MS-Windows XP/2000, Windows 7.
 Well Known Subjects : Object Oriented System.
Professional Experiences:
 I have 2years& 8Months experience as Senior Analyst in HCL Technologies
 Currently working with Zensar Technologies, Pune(since 16 March 2015)
 I have total 2 years’ experience in Service Now.
 NOTICE PERIOD – pursuing notice period
.
Professional Project:
Project#1
Title Mtaas

2. Company HCL ISD
Client Around 25 clients
Role Service Now Admin & Developer
Modules Incident Management, Change Management, Problem Management,
Asset Management, Service Level Management, Knowledge
Management
Tools Service Now, BMC Remedy
Duration July-2012 to March 2015
Description:
 MTaaS is a Managed Services Provider (MSP) model of delivering infrastructure management.
 Supporting and managing around 25 clients all around the world.
 It is managing Service Now and Remedy 7.6.
 MTaaS platform is a true multi-customer and multi-tenancy architecture delivering a Common set of processes
using best of breed and custom developed tool set with a tight Integration between various components.
Service now related responsibilities:
 Worked on on-boarding of new customer.
 Worked on Service Request Workflow: Creating front end, Backend workflow for Complex SRs and writing UI
policies and Client Script as per SR requirement.
 Worked on Business Rules.
 Worked on UI Policies and Client Scripts.
 Worked on Incident, Change, Problem and Knowledge Module
 Performed integration of SNOW with different tools.
 Worked on Change approval configuration.
 Worked on SLA, and Milestones configuration.
 Notifications and auto assignment configuration.
 Worked on SSO.
 Knowledge of Foundation data and Asset data upload and update through load data.
 Attending weekly calls with client for solving the critical issues.
 Providing the KT to L1 Team in SNOW.
Service Now Integrations:
 LDAP integration with SNOW.
 Okta SSO integration with Service Now.
Remedy related responsibilities:
 On-boarding new customers using AR Import tool.
 Worked on SLM configuration in 7.x.
 Integration of Requester Console with incident form.
 Knowledge of creation of Filters, Active links and Escalations.
 Knowledge of uploading Asset Data, people upload, bulk ID creation using import tool. Data Management
includes Data Loads, Asset loads. Foundation data Loads like product & Ops categorization, Site upload, CMDB
data upload.
 Knowledge of how to restart Remedy Services, Email engine and how to change MidTier Pointing.
 Knowledge of Change Management Configuration in 7.x.

3.  Handling Incident and Service Request and change tickets.
 Checking the logs and solving the issue on daily basis.
 Worked on Change approval Role, approval Mapping and process.
 Configuration of notification for Assignment, Group assignment, Closure etc.
.
Responsibilities:
 Shut down Remedy Services on all the Services and MidTier’s Services.
 Pointing Remedy Application to Standby DB.
 Pointing of MidTiers to Remedy Application.
 After Migration again pointing Remedy Application to Production Server.
 Restarting Remedy Services on all the Remedy Servers and MidTiers Services.
 Checking all the functionality of Remedy is working or not.
 Checking Approval Engine, Email Engine and SLM Engine is running or not.
Educational Qualification:
 B.Tech (CSE) from Rajiv Gandhi Technical University in the year 2012 with Distinction.
 10+2 CBSE in the year 2007 with 72.6 percent.
 10 CBSE in the year 2005 with 65.8 percent.
Achievements:
 Rewarded as hard working employee in HCL.
Project# 2
Title Service Now Admin & Developer
Company Zensar Technologies
Client Vertafore (An Insurance company)
Role Service Now Admin & Developer
Modules
Incident Management, Change Management, Problem Management, Asset Management, Service Level
Management, Knowledge Management
Tools Service Now
Duration March 2015- Till date
Working as a Servicenow consultant and developer for Zensar Technologies.
My role includes administrations, configurations, development, post go-live enhancement/support, new project planning
and documentations.
My role involves :
 End to end implementation
 Requirement gathering
My role includes:

4.  Customization/Configurations/Implementation/Post Go-live enhancements.
 Post-Go-Live Enhancement
 UI Policies, UI scripts/Pages, Web services
 Workflows, Service Catalog, IM,PM,CM,SLM,AM/CMDB,SRMS
 Requirement Gathering and implementing.
 Project Planning and documentations.
 Integrations- LDAP
Personal Profile
DOB : 9th August 1989
Father’s Name : Vijay Agrawal
Marital Status : Single
Passport : K4895017
Pan Card : AMQPA7582H
Correspondence Address : A-504 Shreeram Residency, Pune
Place-Pune (Shraddha Agrawal)