Kinju Jain

ServiceNow Certified System Administrator with 10+ years of IT experience across help desk, QA, and ServiceNow administration, including extensive hands‑on work supporting IT Service Management processes. Proven experience developing, configuring, and administering the ServiceNow platform to support Change, Incident, Problem, Release, Request, and CMDB processes. Strong background collaborating with business stakeholders to gather requirements, design solutions, and implement enhancements aligned with organizational needs and ServiceNow best practices.

Skilled in troubleshooting platform issues, resolving defects, and improving system stability and user experience. Experienced in building and enhancing Service Catalog items, Record Producers, workflows, and Flow Designer automations. Proficient in Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and platform logic for secure and scalable customization.

Hands-on experience managing Update Sets, instance migrations, and validating changes across Dev/Test/Prod environments. Strong understanding of ITIL processes, governance routines, documentation, and continuous improvement practices. Detail‑oriented, proactive, and effective in fast‑paced, collaborative team environments.

ServiceNow Administrator - Cox Auto, Inc. - Atlanta, GA

(2022-01)

Family-owned Cox Automotive provides transportation mobility, innovation, client success and community outreach. Touching more than 40,000+ clients across five continents, bringing together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic and groundbreaking consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at innovative businesses like vAuto, Manheim and Clutch.

• Develop, configure, and administer the ServiceNow platform to support ITSM processes including Incident, Problem, Change, Release, Request, and CMDB.
• Collaborate with stakeholders to gather requirements, design solutions, and implement enhancements aligned with business needs and platform best practices.
• Build and maintain Service Catalog items, Record Producers, workflows, and Flow Designer automations to streamline service delivery.
• Troubleshoot and resolve platform issues, perform root cause analysis, and ensure system reliability and performance.
• Configure SLAs, notifications, UI Policies, Client Scripts, Business Rules, and reporting dashboards to support operational teams.
• Support continuous improvement by identifying process gaps, optimizing workflows, and enhancing platform usability.
• Manage Update Sets including merge, validation, conflict resolution, and controlled migration across environments.
• Maintain CMDB data accuracy through CI updates, relationship mapping, reconciliation checks, and structured data validation.
• Support integrations with external systems using REST/SOAP, MID Server, and data mapping validation.
• Document configurations, workflows, and governance standards; support audits and create training materials.

ServiceNow & Systems Administrator - Travelport - Atlanta, GA

(2019-03 - 2021-12)

Founded in 1971, Travelport's next-generation marketplace connects buyers and sellers that share passion for delivering exceptional travel experiences. Travelport is a world leader in the provision of automated travel reservations for airlines, hotels, car rental companies, cruise lines and rail operators, providing service to on-line and off-line travel agencies in over 145 countries.

• Configured and supported ITSM modules including Incident, Change, Problem, Request, and CMDB.
• Developed and tested Business Rules, notifications, UI Policies, and catalog items to support IT operations.
• Collaborated with teams to implement enhancements and validate changes in sub-production environments.
• Troubleshot platform issues, resolved user requests, and ensured stable daily operations.
• Assisted with audits, compliance requirements, SOP adherence, and platform documentation.
• Created admin guides, configuration documentation, and knowledge articles.

QA Analyst - Biopharma Services Inc. - Toronto

(2017-05 - 2019-03)

Biopharma Services Inc. is a global contract research organization that supports early‑phase clinical trials and bioanalytical testing. The Toronto site focuses on high‑quality lab operations, regulatory compliance, and reliable clinical research services.

• Reviewed ServiceNow workflows and configurations for compliance and quality standards.
• Performed QA validation of platform changes, enhancements, and integrations.
• Verified data accuracy, access controls, and audit trails across IT systems.

Help Desk Technician - BioPharma Services Inc. - Toronto

(2016-06 - 2017-05)

• Delivered Tier 1 and Tier 2 support for hardware, software, and network issues across a fast‑paced environment.
• Managed user accounts in Active Directory and resolved Windows and Office 365 issues for end users.
• Maintained a customer satisfaction rating above 95% through timely troubleshooting and clear communication.

Bachelor of Science - BSc - Gujarat University (2005)

Co-op Program - Office Administration & Help Desk - St. Gabriel Adult Learning Center (2015)