Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 1 INFRASTRUCTURE MINING & METALS

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1 INFRASTRUCTURE MINING & METALS NUCLEAR, SECURITY & ENVIRONMENTAL OIL, GAS & CHEMICALS ServiceNow Password Reset Portal Effective February 7, 2017, the functionality to unlock your Bechtel network account and reset your account was migrated to ServiceNow. The steps for ServiceNow are listed below. How to Access the ServiceNow Password Reset Portal 1). After ensuring you are either connected to the Bechtel network or the Internet, open your browser and go to Note: Depending on your connection (on/off-net) and the function you are performing you may be redirected the two-factor authentication page before being presented with the appropriate options. 2). The ServiceNow Password Reset Portal offers 5 functionalities- Setup/Edit Profile, Unlock account, Reset Password, Change Password, Activity History. To view Activity History or Setup Profile you must be logged into ServiceNow. Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 1

2 Setup or Edit Your Profile 1) Click on Setup/Edit Profile. 2) Once authenticated; a first-time user will need to select and answer 6 questions, a previously enrolled user can edit the answers to their existing questions. 3) After completing 6 questions/answers or editing existing answers, click Submit. 4) You will receive a confirmation after you are successfully enrolled, or edited your answers Unlock Your Account!). Click on Unlock Account. 2) Enter your username and the captcha code. If you have difficulty reading the code, click on the arrow next to it, which will generate a new code. 3) Answer your security questions. 4) The system will tell you if your account is locked or not. Please note that the button to unlock your account will appear ONLY if your account is locked. Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 2

3 Reset Password If you have already setup your profile, you can reset your forgotten password without assistance from the IS&T Service Center. To reset your password, follow the steps below: 1) Click on Reset Password 2) Enter your username and the captcha code. If you have difficulty reading the code, click on the arrow next to it, which will generate a new code. 3) Answer your security questions. 4) You will be prompted to enter and confirm your new password. 5) Click 'Reset Password' button toward the bottom of the screen and wait 2 minutes between changing your password and attempting to login with the new password. This will ensure your account does not get locked due to it taking up to 2 minutes for the respective systems to synchronize. Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 3

4 Change Password When you are connected to the Bechtel network it is recommended that you change your password by pressing Ctrl+Alt+Del. Otherwise, if you use SPRP to change your password, wait 2 minutes between changing your password and attempting to login with the new password. This will ensure your account does not get locked due to it taking up to 2 minutes for the respective systems to synchronize. 1) Click on Change Password. 2) After you are authenticated you will see the below screen. Type your old password, new password, and retype your new password and click change password. Activity History Enables you to view the past events that have occurred within your PRP account. 1) Click on Activity History. 2) Once you are authenticated, you can view all activity that has happened related to your account in the PRP system. Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 4

5 FAQs Will a token be required to reset a password? You don t need a token to reset a password. However, to view Activity History or Setup Profile you must be logged into ServiceNow. You will be redirected to the two-factor authentication page if you try to use any of these functionalities outside the network. You will be able to use the functionality only after you are authenticated. How does one use their mobile phone to reset the password? After ensuring you are connected to the Internet, open your browser and go to Will the system unlock a locked account without resetting the password? Yes. Will the new system have options to unlock/reset password for Service accounts and elevated accounts? No Service Accounts are excluded. What happens when you are locked out of ServiceNow, i.e. you don t answer your challenge questions correctly? If you don t answer your questions correctly, you will be locked out of ServiceNow for one minute and will either have to wait for one minute to be able to use any of the SPRP functionality or you can contact the IS&T Service Center for assistance. Do you need to answer your security questions to unlock your account? Yes, you need to answer your security questions to unlock your account. Can you change your security questions or answers to those later? Yes, you can change your security questions and answers whenever you wish to. Are there any guidelines I need to follow while setting up my security questions? Yes. Please refer to the password policy This information is also available within SPRP. Can I use all the SPRP functionalities while I am off the network? Yes, you can use all the functionalities off-network; however, to view Activity History or Setup Profile you must be logged into ServiceNow. You will be redirected to the two-factor authentication page if you try to use any of these functionalities outside the network. You will be able to use the functionality only after you are authenticated. Can I unlock myself more than once if I am facing frequent lockouts? Yes. Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 5

6 Will Service Desk be able to unlock in case my SPRP access gets locked out? Yes, the Service Center will be able to assist you if you are locked out of SPRP. Can I create my own security questions? No, you have to choose from the available list of questions. Are my answers visible to the Service Center? No, answers are masked with asterisks and not visible to Service Center. Are challenge questions case sensitive? No, challenge questions are not case sensitive. Can I access the SPRP on a non-bechtel computer/device outside Bechtel network? Yes, you can. You need to ensure the device has internet connection and then go to What is the password policy I need to follow while setting up my password? Below are the security questions best practices. These are also available on the SPRP Portal under Setup/Edit Profile. I used SPRP to change my password and now I can't access my computer. What did I do wrong? This issue is probably caused by a sync delay. After changing your password using SPRP, we recommend waiting a couple of minutes before logging into your computer. This will allow all the platforms to sync your new credentials across the Bechtel network. I'm having trouble using SPRP. What can I do? Contact your IS&T support teams. They will be happy to assist you with your problem: Support IS&T Global Service Center Phone: U.S. Only ISTSC@bechtel.com NS&E Helpdesk (NS&E employees only) (Oak Ridge) (Reston) okrhelp@bechtel.com or rebhelp@bechtel.com Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 6

7 Security Questions Best Practices You will need to answer your security questions when using SPRP, so please choose memorable security questions and answers following the tips below: Your answers should not be so personal or sensitive that you are uncomfortable giving them to the IS&T Service Center personnel should you need their assistance to reset your password. The fields are not case sensitive, so don't worry about lowercase or uppercase. Use one-word answers of at least five characters in length. Do not duplicate the same answer for every question. Use factual answers that are not likely to change over time. Avoid answers that can be entered in different ways (e.g. Washington, DC versus Washington D.C.) Level 3 - Bechtel Internal & Select External Distribution Reston t bechtel.com 7