Augmented Client’s Team with Certified ServiceNow System Administrator

 

The California Department of General Services (DGS) is a state government agency in the California Government Operations Agency of the executive branch of the government of California in the United States. It provides a variety of services to state agencies – procurement and acquisition solutions; real estate management and design; environmentally friendly transportation; professional printing, design, and web services; administrative hearings; legal services; building standards; oversight of structural safety, fire/life safety and accessibility for the design and construction of K-12 public schools and community colleges; funding for school construction; and disability access. 

 

Background

The California Department of General Services (DGS) was looking for a skilled professional to provide technical support and development services on the ServiceNow platform. This encompassed several activities including, project coordination, systems analysis, business analysis, development, training, and knowledge transfer for the ServiceNow workflow initiatives. 

 

Solution

DiLytics augmented the client with a Certified ServiceNow System Administrator to provide Business Analysis/ Project Coordination and ServiceNow development services for the Office of Fleet and Asset Management (OFAM), the Parking Department, and the California Disability Commission department. DiLytics created custom applications and was also involved in implementing Customer Service Management (CSM) to define cases and tasks for external users. The solution included the following: 

  • Facilitated the analysis, development, implementation, and training of automated workflows for DGS offices into the ServiceNow environment in accordance with industry best practices and DGS policies and procedures.
  • Implemented Incident, Change, Problem, Service Catalog, IT Business Management (ITBM), IT Operations Management (ITOM) and HR modules.
  • Designed and created workflows to create groups, user accounts, and lock-unlock user accounts in Active Directory.
  • Performed activities related to configuration such as creating roles, profiles, email services, page layouts, workflow alerts, actions, and approvals.
  • Configured HR module from scratch including HR templates, HR portal, and HR Services.
  • Performed integration testing on business process workflows; designed manual and automation test cases.
  • Developed release management documentation for each production change.
  • Solved day-to-day incidents and provided a quick solution.

 

Business Benefits

  • Access to a highly skilled team of ServiceNow experts
  • Increased process efficiency and productivity via the introduction of new technology solution

 

Technical Stack

Applications: ServiceNow IT Business Management (ITBM), IT Operations Management (ITOM) and HR modules 

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