• Led the end-to-end implementation of ServiceNow HRSD, collaborating with HR stakeholders to gather requirements and design solutions that streamlined HR processes.• Successfully configured and customized HRSD modules, including CVS Colleague Zone, HR Case Management, and HR Knowledge Management, tailored to meet organizational needs.• Oversaw the end-to-end development lifecycle of ServiceNow HRSD projects.• Worked closely with cross-functional teams to integrate HRSD with existing systems and external data sources, ensuring seamless data exchange and consistency.• Contribute to the development of the ServiceNow roadmap and strategy aligned with business objectives.• Drove the design, development, and implementation of HRSD solutions in alignment with HR processes and requirements.• Customized HRSD modules, forms, workflows, and case management to optimize HR service delivery.• Integrated HRSD with other HR systems and external data sources for seamless data exchange.• Implemented robust data import/export processes, maintaining data accuracy and integrity within the HRSD module.• Collaborate with the quality assurance team to perform integration and user acceptance testing.• Document HRSD configurations, customizations, and integration points for reference and knowledge transfer.

• Lead the design, development, and maintenance of the ServiceNow HRSD platform to ensure that users are being supported in meeting their business needs • Working knowledge of HR Services, HR case management, Response Template Configuration, HR Assignment rules and HR Lookup rules. • Experience in creating end-to-end HR Lifecycle events, Activity sets for NewHire Onboarding. • Created HR Mailboxes, and Mailbox exception rules for validation of the creation of cases. • Created HR User Criteria to access Record producers. • End-to-end implementation of COE Security configuration rules. • Developed, maintained and modified Custom widgets, Pages on the Service Portal. • Modified the Workday Integrations via SOAP messages. • End-to-end implementation of Knowledge Bases, Knowledge articles and Knowledge blocks. • Worked on the Design, Development and Implementation of the HR Service Delivery module including Case and Knowledge management, Employee Service Portal, Virtual Agent, Machine Learning, HR Workspace, and AI search • Develop and manage application code, user interface and third-party integration components. • Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows. • Provided updated documentation of all product work including but not limited to, design documentation, technical operations / support documentation, and release notes. • Extensively worked writing Sever side scripts, developing Business Rules, UI Action to achieve business rules in ServiceNow. • Migrated the update sets to Production and handle Release Management activities. • Customized the used Change Application to personalize menus and rules as per process requirements.

• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow. • Developed reports as per requirements from management. • Configured Service Level Agreements to define certain levels of service from both internal and external providers. • Created the catalog item to track the process of the migration using workflow automation. • Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform. • Involved in requirement gathering sessions with the client and created the specification documents (technical & functional) as per the requirements. • Implemented data sources and created transform maps to import data into Service Now via different data sources. • Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. • Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. • Performed Data migration to import data from other applications and external databases. • Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules. • Create a single system of record for your public and private cloud infrastructures and the business service that use them. • Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. • Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a job. • Involved in integration of components LDAP & Mid Server installation and configuration. • Provided production supports for ITSM applications, and ITOM Discovery issues. • Configured Email Notifications and Alerts for the specified events in the system.

• Updated Set Migration from one environment to another environment using schedule jobs and REST API with same domain and version. • Customized HR processes as per the user requirements. • Developed Business Rules, Notifications, Email Scripts while designing the workflows. • Designed the page using page designer and customized the layout and branding using CSS. • Involved in implementation, customization, and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, in ServiceNow. • Populated CMDB by importing data of IT assets into system & centralizing information. • Provided simplified approach to Project Portfolio Management and IT development by combining several individual applications. • Assisted in developing POC for newly introduced Campaigns to provide info and activities for the end users in a defined time frame. • Developed and oversaw testing strategies to ensure thorough testing and validation of ServiceNow implementation prior to production. • Participated in gathering the requirements from the Business Team and creation of technical, functional specification documents. • Performed day to day administration of ServiceNow instances including changes to process, workflows, building reports, managing data, personalizing lists, content management. • Developed Service catalog by creating new catalog items, designing workflows and execution plans. • Created a separate portal for the end users when the system is down or while clone activities are being performed, so as to provide info for the users. • Created data sources and loaded the Service Now tables with different data formats and created transform maps both Automatic fields mapping and scripting. • Created Workflows and defined workflow activities for different types of cases. • Developed catalog items and record producers according to the business requirements which included HR Criteria, ACL’s, Catalog Client Scripts, Variable Sets, Variables.

• Customized ITSM application and creating and validating tickets in different ITIL processes. • Customized the OOB Help Desk, Change Management, Asset Management as per the company's business requirements. • Used data sources to migrate data from excel sheets to ServiceNow through transform maps. • Used scheduled jobs to create reports and send them periodically through emails. • Built a comprehensive map for all devices, applications and configuration profiles used in these business services. • Fixed errors like missing credentials or task timeout in bulk and troubleshooting pattern-related mapping errors. • Involved in solving Helpdesk tickets and production issues for Remedy ITSM. • Coordinated instance upgrade from Jakarta to Kingston to help admin team with development and testing to deploy changes. • Set up the monitoring priority from application end points to application clusters in Business Applications and Database Applications. • Configured LDAP server and LDAP listener for updating the user and group table record. • Gathered requirements from various business groups/users and converted business requirements into functional specifications. • Set up and configured Performance Analytics to track CIs in CMDB for the applications. • Used load balancers on the network to identify possible business services and mapping them in bulk, creating multiple business services in a single operation. • Involved in providing access to users and functional analysts. • Responsible for creation and maintaining of groups and permissions for users Used to monitor log files on server. • Worked on CMDB to load bulk data and data reconciliation with help of Import sets and transform maps. • Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.

• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error. • Performs core configuration tasks including system policies, business rules and client scripts. • Involved in migration of BMC Remedy and ITSM to ServiceNow. • Used SOA and Web Services Description Language (WSDL) using SOAP protocol. • Exposed the Web Services to the client applications by sharing the WSDL. • Worked with Apache Jelly to create various kinds of UI pages and Macro templates. • Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules. • Developed SOAP based web services using Apache CXF and test them using SoapUI. • Recommended appropriate design alternatives to be implemented based on customer constraints. • Created Remote interfaces using SOAP web services for accessing the services across multiple enterprise applications using JAX-WS. • Implemented new workflows that use a variety of activities to understand how records are generated from workflows. • Executed plans and procedures for data conversion, customer acceptance criteria and installation strategy. • Developed conversion plans and procedures. • Develop and manage application code, user interface, and third-party integration components. • Migration of customizations from one instance to another instance. • Performed day to day administration in ServiceNow to maintain business services and configured item relationships. • Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.