ALPHONSA ABRAHAM

Project 1: ServiceNow AD Integration/Automation for UST (Security Group management)

Team Size: 5

Duration: 2 years

Roles & Responsibilities:

• Implemented ServiceNow – Azure AD Automation for UST.

• Understanding the Azure AD platform and knowing all the technicalities, features, and functions.

• To Integrate from ServiceNow – Azure AD been part of setting connection between these 2 platforms.

• Done POC on the use cases between these ServiceNow – Azure AD instances.

• Understanding the BRD document from the stakeholders and given suggestions for team on the

slight modifications on requirements according to the features of platform.

• Regularly been with team during requirements calls.

• Understanding End to End process.

• Developed the flows to set the process at backend which includes user approvals, group approvals,

notifications, creation of tasks.

• Handled the error handlers through error handler sub flows.

• UI page development includes UI – Policies, Client scripts, Script includes.

• ServiceNow – Azure AD Automation use cases includes

➢ Add users to group

➢ Remove users from group

➢ Change group owner

➢ Delete group members

• Syncing users from Azure AD – ServiceNow using Transform maps.

• Reviewing the update sets, moving update sets from instance to instance.

• Taking and maintaining backups for all the update sets.

• Testing thoroughly in every instance from ITIL user and End user perspectives before moving to

other instances.

• Updating and maintaining project documentation for every new business requirements.

• Completed all my tasks before the deadlines.

• Always ready to available for any quick changes suggested by stakeholders during this pipeline of this

project.

Project 2: Change Management implementation

Roles & Responsibilities:

• Customized a new change request form according to business requirements.

• change end to end module.

• Modifying backend workflows according to the business requirements.

• Developing forms for each Change Request Type.

• Used client scripts, UI Policy and UI Policy actions to develop the Release Process.

• Maintaining documentation from my end-to-end development activities.

Project 3: UST iSolve internal project ITSM

Roles & Responsibilities:

• Customized Incident, Change and Service Catalog module in ServiceNow as per the process

requirements.

• Created Portal pages (Homepages) with the help of reports and gauges.

• Customization of existing workflows based on user requirement.

• Created workflows and automated the process of getting catalog items creation or modifications.

• Created Variable sets, Transform maps to ease the process of uploading catalog items or variables

instead of manual updating.

• Creating catalog UI policies and client scripts with respective to the requirement given.

• Worked in ServiceNow Automated Testing Framework.

• Testing various modules within ServiceNow (e.g Change, Incident, Knowledge, Problem, CMDB,

Integrations) Keep Management updated of progress or report issues.

• Testing experience on Service Catalog Integration Hub, Flow Designer and general integration.

• Knowledge of workflows in various ITSM modules (Incident, Change, Problem, Service Catalogue, IT

Asset Management, CMDB).

• Test Case Design, Test Planning and Test Strategies.

• Knowledge on automation tool ATF