Bhagya C
ServiceNow Administrator and ITSM Specialist
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About
ServiceNow Administrator and ITSM Specialist with over 6 years of experience at Tata Consultancy Services in ServiceNow platform administration, ITSM Process implementation and Change Management. Experienced in configuring incident, problem, change, knowledge, service catalog, CMDB, ACLs, Business Rules, Reports and Dashboards. Proven ability to support ServiceNow upgrades, cloning activities, platform enhancements, and ITIL based service management while collaborating with global stakeholders to improve operational efficiency.
Experience
ServiceNow Administrator | Change Management Specialist - TATA CONSULTANCY SERVICES - Visionworks/VSP Global
(2019-09)
- Administered and maintained the ServiceNow platform supporting enterprise ITSM operations.
- Configured and enhanced Incident, Problem, Change, Knowledge, and Service Catalog modules.
- Managed users, groups, roles, ACLs, and platform security.
- Developed and maintained Business Rules, Scheduled Jobs, Transform Maps, Email Notifications, Inbound Actions, and Workflows.
- Built reports, dashboards, and change calendars for operational and executive reporting.
- Coordinated ServiceNow platform upgrades (Madrid, Orlando, Quebec, San Diego) and cloning activities.
- Created upgrade validation checklists ensuring application readiness after cloning and platform upgrades.
- Configured CMDB records and maintained configuration item accuracy.
- Managed SLA configuration and On-Call schedules.
- Worked closely with business stakeholders to gather requirements and implement ServiceNow enhancements.
- Supported internal and regulatory compliance audits.
- Authored ServiceNow user guides and Change Management documentation.
- Facilitated CAB meetings for medium- and high-risk production changes.
Education
MTECH - Computer Science & Engineering - TKM College of Engineering (2019)
MTECH - Computer Science & Engineering - APJ Abdul Kalam Technological University (2019)
BTECH - Information Technology - College of Engineering Perumon (2017)
BTECH - Information Technology - Cochin University of Science and Technology (2017)
