Divyashree Manjunath

• I like to take challenges and meet them in an unconventional way.
•  I rate myself as a good team member, being able to adapt to new environments, and hence prove to be a successful individual.

• As part of the Service now Admin team, I’m responsible for handling the INCIDENTS, SERVICE REQUESTS, CHANGES, STORIES, PROBLEM TASKS which comes to the queue on regular basis.
• Also, responsible for overall health checkup, Supporting the application 24/7
• Monitoring for the P1/P2 incidents, service requests that comes to the queue, resolving them, providing critical RCA etc.
• Creating new groups, catalog items, reports & dashboards, creating surveys for customer satisfaction results.
• Responsible for Major INC management, maintaining/monitoring SLA’s etc
• Daily activities include working on the process documentation of the workflows of Incidents, Service Requests, Change and Problem Management.
• Scheduling of new reports, working on creation of new catalog items/record producers according to business requirements etc.
• Configuration Management, Continuous Integration and Monitoring of the Servicenow Environment
• Being one of the members of the DevOps team, I manage all the data related to the requests raised, tasks, email triggers and notifications.
• According to the business requirements raised, changes are done in the advanced conditions, business rules and its triggers, catalog and content item script modifications for the Service now portal etc.
• In addition to the above activities, there are certain tasks to be performed like working on the Incidents, Service requests and Bugs raised by the Business or the End users.

BE in Information Science