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Iswariya Lashmi - ServiceNow QA (13+ YOE)

[email protected]

Location: Fort Worth, Texas, USA

Relocation: No

Visa: H4 EAD

Iswariya L Email: [email protected]|Phone: +1 (636) 312-8820 _____________________________________________________________________________________ OBJECTIVE Ambitious, determined, and detail-oriented individual with strong technical experience seeking ServiceNow position with an esteemed organization that can be benefit from leadership, experience, excellent communication skills, and a Bachelors in Information technology. SUMMARY Around 13 years of IT experience ServiceNow as QA and Admin. Experience in Service Now Automated Testing Framework (ATF). Expertise in complete end-end project automation. Hands-on experience in Service Now modules such as GRC, SEC Inspection, Incident Management, Problem Management, Change Management and other custom build modules. Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology. Experience with JIRA ticketing tool. Experience designing tests and used scripting in Automated Testing Framework. Experience troubleshooting numerous production request problems resulting in system process continuation. Implementing system security by using Access Control Lists (ACL). Experience with Implementation, Configuration and maintenance of Business Rules, Data Dictionary, Client Scripts and UI Policies, custom ITIL Applications, Modules. Good Knowledge of ITIL and ITSM best practices. Experience in configuring Data Sources, Import Sets, SLA/OLA, and Transform maps. Experience in configuring the ACLs and create Users, Roles and User Groups. Extensively involved in Configuring ServiceNow reports. Defining workflows in Service Catalog items CMDB data import using transforms maps. Experience in loading data into ServiceNow using Import Sets. Experience in migration between environments in ServiceNow using Update Sets. Managing data with tables, CMDB (configuration management) import sets Users, Groups and roles. Worked on Incident, Problem and Change management and Service Catalog modules. Developed different bar charts, pie charts, list reports and scheduling reports. Experience in Email Integration configured Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests. Worked in Configuration of different modules of ServiceNow. Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow. Implemented system security by using Access Control Lists (ACL) as per the client needs. Experience in integrating ServiceNow with Web services (SOAP and REST). Experience in web development (UI) using HTML, CSS. Experience in Unix shell scripting, and web services development (Rest and SOAP API) Maintained the Configuration Items and modified the forms and form Sections. Excellent verbal and written communication skills- able to present information, status and issues in a clear and concise manner with the goal of driving to a decision. A passionate, articulate, goal-oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, Software Validation, Software release and experienced in Automated Testing Framework (ATF) and manual testing in ServiceNow. Attention to detail and complex problem-solving abilities from operational and technical perspective. Excellent analytical skills with proficiency in debugging and problem solving. EDUCATION: Bachelor s in Information and Technology Ponnaiyah Ramajayam College Thanjavur, India TECHNICAL SKILLS: ServiceNow ITSM, ITIL, CMDB, HR, SERVICE PORTAL Programming languages Java, PL/SQL Platforms ServiceNow, SDLC Web technologies HTML, CSS, XML Scripting languages JavaScript Databases Oracle, MySQL Technologies Agile, Scrum, Waterfall Other tools Microsoft Visual Studio, MS Office Products ServiceNow Reporting tools JIRA Testing Framework Automated Testing Framework, Manual SERVICENOW CERTIFICATIONS ServiceNow Micro- Certification- Automated Testing Framework EXPERIENCE: Client: FINRA, Remote Dec 2013- Till date Role: SNOW QA and Admin Responsibilities: Provided off hours Operational Support. Performed daily operational and support tasks on the ServiceNow platform. Troubleshooted and resolved reported incidents and defects. Provided rotational off-hour support as required to address production issues. Configured &implemented new features and services. Configured ATF to automate the existing test cases. Involved in testing of application modules and API s Created ad-hoc reports and dashboards. Designed ATF Tests for ServiceNow applications, determining whether existing applications will work properly in upgraded ServiceNow Version. Discovered Converted application defects through testing offering timely solutions before ServiceNow applications could go live. Lead change and release management process. Worked with stakeholders to assess current state processes and tools, defined Service Now requirements. Research ServiceNow capabilities and integration with other systems for future potential enhancements. Remediated active vulnerabilities in ServiceNow as part of vulnerability management effort. Coordinating with various teams during Testing Phase. Developed Test Scenarios and detailed Test cases based on the user stories, Business Requirements and Technical Design Documents. Participate in successful conversion of manual test cases into ATF. Involved in SOAP, REST API s testing. Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills. Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor SLA workflow. Interacted with Quality lead to identify and analyze the given information, procedures and decision flow. Participated in Agile scrum meetings Environment: ServiceNow application, ServiceNow API and JavaScript, Service Portal, ATF, Manual Testing Achievements: Won Spot Award Received personal appreciation from the leadership team for maintaining the high score card Lead multiple projects successfully and worked with cross functional teams. Client: Nissan North America, India May 2008- June 2013 Role: ServiceNow Quality Analyst Responsibilities: As a ServiceNow Tester, I embraced Agile methodologies to efficiently test and validate ServiceNow modules, ensuring seamless integration and optimal functionality. Through Agile's emphasis on open communication, I maintained clear documentation of test artifacts and results, facilitating knowledge sharing and ensuring comprehensive test coverage. Automation Testing: My expertise in Automation Testing was a cornerstone of my role as a ServiceNow Tester. Leveraging industry-standard tools like Selenium, I designed and implemented automated test scripts, significantly enhancing test coverage and allowing for quick feedback on code changes. This approach saved time and resources, improving overall testing efficiency. IT Service Management (ITSM): My in-depth understanding of IT Service Management (ITSM) processes, particularly in the context of ServiceNow, allowed me to test and validate various ITIL-based workflows and configurations effectively. This ensured that ServiceNow solutions aligned seamlessly with the organization's ITSM requirements. CRM Integration: Over the years, I gained extensive experience in testing and validating the seamless integration of ServiceNow with Customer Relationship Management (CRM) systems. This involved ensuring smooth data exchange between the platforms, optimizing customer data management, and streamlining support processes. SNOW Test Management: As a ServiceNow Tester, I relied on the SNOW Test Management application extensively for test planning, design, and execution. Managing test cases, tracking defects, and coordinating test cycles became more efficient, contributing to the successful and timely delivery of high-quality solutions. Test Strategy Development: Throughout the period, I was responsible for devising comprehensive test strategies for various ServiceNow projects. By aligning these strategies with project objectives and business requirements, I ensured that the testing efforts were focused on critical areas, maximizing the value delivered. Test Planning and Execution: I meticulously planned and executed testing activities for various ServiceNow modules, such as Incident Management, Problem Management, Change Management, and more. Following a structured approach, I executed test cases and documented results, ensuring thorough validation of functionalities. Defect Tracking and Reporting: A key aspect of my role was to identify, log, and track defects using ServiceNow's defect tracking system. I paid meticulous attention to detail while documenting defects and their reproduction steps, allowing developers to address issues promptly and efficiently. Regression Testing: To safeguard the integrity of ServiceNow solutions, I diligently performed regression testing after each release or code change. This ensured that new developments and bug fixes did not introduce unintended issues and that existing functionalities remained intact. User Acceptance Testing (UAT): I played a pivotal role in facilitating User Acceptance Testing with business users and stakeholders. Engaging closely with them, I gathered feedback, verified requirements, and ensured that ServiceNow solutions met their expectations and business needs. Test Data Management: Throughout the testing process, I took charge of creating and managing test data to ensure accurate and relevant data for different test scenarios. This approach minimized the risk of datarelated issues during testing and provided reliable results. Risk-based Testing: I skillfully identified high-risk areas within ServiceNow projects and prioritized testing efforts accordingly. By focusing on critical functionalities during tight timelines, I maximized the likelihood of detecting and addressing significant issues early in the development cycle. Test Environment Setup: I demonstrated proficiency in configuring and maintaining test environments specific to ServiceNow testing. This involved coordinating with development teams, system administrators, and stakeholders to ensure that the environments were adequately prepared and available for testing activities. Collaborative Communication: My strong communication skills played a vital role in fostering effective collaboration with developers, business analysts, project managers, and other stakeholders. Clear and open communication facilitated issue resolution, knowledge sharing, and project progress. Performance Testing: I gained valuable exposure to performance testing methodologies and tools, allowing me to assess ServiceNow's performance under varying workloads. By conducting performance tests, I helped identify potential bottlenecks and ensured ServiceNow's scalability. ServiceNow Upgrades: As ServiceNow underwent version upgrades, I actively participated in compatibility testing to ensure that existing configurations and customizations worked seamlessly with the updated platform. My contributions contributed to a smooth upgrade process and minimal disruption to ongoing operations. Documentation: Throughout my tenure, I maintained comprehensive documentation of test artifacts, test plans, test cases, and test results. This documentation was essential for audits, knowledge sharing, and ensuring continuity in testing processes. Continuous Improvement: Emphasizing the importance of continuous improvement, I actively contributed to process enhancement initiatives. By implementing best practices and lessons learned from previous projects, I consistently sought to enhance testing efficiency and effectiveness. ServiceNow Certifications: Throughout my career as a ServiceNow Tester, I pursued relevant ServiceNow certifications to expand my knowledge and demonstrate my commitment to professional growth. These certifications validated my expertise and understanding of the ServiceNow platform. Mentorship and Training: Recognizing the value of knowledge sharing, I actively mentored and trained junior testers. By passing on my expertise and insights, I contributed to building a capable and cohesive testing team. Keywords: quality analyst user interface active directory information technology golang microsoft procedural language