Photo of Vatsal Shah

Always learning: Meet UTM’s newest ServiceNow team member Vatsal Shah

Thursday, March 18, 2021 - 8:03am

Meet UTM I&ITS ServiceNow Developer Vatsal Shah, who recently qualified as a ServiceNow Certified System Administrator.

ServiceNow is the ticketing system for tracking client IT requests, allowing UTM students, faculty and staff to follow the status of their tickets while also helping I&ITS to respond to clients faster.

Photo of Vatsal Shah
Vatsal Shah, UTM I&ITS ServiceNow Developer

Shah, who has a Bachelor of Engineering degree in Information Technology, joined UTM’s ServiceNow team in January 2020.

Shah’s primary responsibilities include writing, designing, testing and modifying ServiceNow code and workflows, creating knowledge base articles and liaising with clients and Business Analysts to ensure products reflect business requirements.

To earn the System Administrator credential, candidates must complete a training course, have at least six months of hands on experience with ServiceNow and industry experience with database concepts and system management, as well as knowledge of IT Help Desk processes.

With this certification, Shah, who also holds a post graduate diploma in Mobile Application Design and Development, will be able to develop custom scope application in the platform as per UTM client requirements.

“The certification process wasn’t easy, but with help from our team, it became easier,” says Shah. “It’s helped me reduce time effort, translate business requirements into technical specifications, and understand the software development lifecycle for ServiceNow.”