Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sushant Nimbalkar

Summary

Experienced with ServiceNow platform administration and optimization. Utilizes problem-solving skills to enhance system functionality and streamline workflows. Track record of effective incident management and service catalog development, ensuring consistent and reliable service delivery.

Overview

5
5
years of professional experience

Work History

ServiceNow Administrator

Emergys Singapore(Client -Resorts World Sentosa)
08.2022 - Current
  • Worked as Business Analyst for Resort world sentosa to migrate from Remedyforce to Service now for ITSM.
  • Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, Repots .
  • Streamlined IT service delivery with the implementation of ServiceNow best practices.
  • Maintained up-to-date knowledge of ServiceNow platform enhancements and applied them to improve business processes.
  • In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, and Service Portal modules
  • Defined and implemented SLAs to ensure timely response and resolution of service requests and Incident, enhancing service delivery.
  • Led successful upgrades of ServiceNow applications, ensuring minimal downtime and improved functionality.
  • Proficient in configuring ServiceNow applications, including workflows, business rules, UI policies,Email notifications and client scripts.
  • Developed automated workflows and approval processes to improve efficiency and reduce manual tasks.
  • Managed and customized service catalog items and workflows to streamline service delivery.
  • Developed and maintained dashboards and reports to monitor ITSM metrics and performance.
  • Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support.
  • Successfully implemented ServiceNow Discovery to identify and map IT assets and their relationships within the CMDB.
  • Configured and managed MID Servers to facilitate communication between ServiceNow and target devices.
  • Managed credentials for discovery probes and sensors to ensure secure and successful discovery processes.
  • Automated discovery schedules and processes to ensure regular and comprehensive asset discovery.
  • Perform QA testing and UAT testing


Salesforce Administrator

Emergys Singapore(Client -Resorts World Sentosa)
03.2022 - 08.2022
  • Resolved technical issues promptly and effectively, providing exceptional support to Remedyforce users across the organization.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Customized Remedyforce applications to meet specific business requirements, including creating custom fields, objects, and workflows.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Created and managed user profiles, roles, and permission sets to ensure proper access control.
  • Customized Salesforce objects, fields, page layouts, and record types to meet business requirements.
  • Created and maintained reports and dashboards to provide actionable insights to stakeholders.
  • Implemented security measures, including field-level security, sharing rules, and data encryption.

Salesforce Administrator

Emergys
10.2020 - 03.2022
  • Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
  • Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
  • Customized user interfaces according to specific departmental needs while maintaining a consistent overall experience across the platform.
  • Proactively identified opportunities for process improvement within the Salesforce environment by staying current on industry trends and best practices.


Education

Master of Science - Computer Science

SavitriBaiPhule Pune University
India
05-2018

Skills

  • System Configuration: Workflows, business rules, UI policies, client scripts
  • Scripting: JavaScript
  • Data Management: Import Sets, Transform Maps
  • SLA configuration : SLA Configuration of Incident and Service request
  • Service Catalog: Design, customization, approval workflows
  • Change Management: Approval and implementation processes
  • Reporting: Dashboards, performance metrics
  • Security: Role-based access control, ACLs, data encryption
  • Discovery: Implementation, MID Server configuration

Timeline

ServiceNow Administrator

Emergys Singapore(Client -Resorts World Sentosa)
08.2022 - Current

Salesforce Administrator

Emergys Singapore(Client -Resorts World Sentosa)
03.2022 - 08.2022

Salesforce Administrator

Emergys
10.2020 - 03.2022

Master of Science - Computer Science

SavitriBaiPhule Pune University

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Sushant Nimbalkar