• Worked on custom Service Portal applications.• Designed and developed new widgets on custom service portals.• Experience in developing REST API for widget functionality.• Worked on developing catalog items and workflows.• Extensively worked on daily support work like handling incidents, catalog tasks, creating Problems/Defects etc.• Strong knowledge in JavaScript for writing Client scripts and Business rules.• Facilitating rollout of new applications and modules.• Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.• Coordinating the instance upgrade activities and migration activities using Update Sets• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, and SLA Management.• Worked on LDAP integration, Azure Integration and also established Connection with third party polling tools like Orion and several other tools for automation of data flow.• Have experience in migrating data to ServiceNow from service management tool like remedy using data source and transformation map.• Worked on discovery to import CI.• Continuous support on CMDB update tasks generated for each on going change requests within the organization.• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.• Worked on designing Email Templates for notifications.• Configured Service Level Agreements to define certain levels of service from both internal and external providers.• Experience in Server Script (Business Rules/Script Include) and good understanding of Server/Client API.• Worked with quality assurance, legal and compliance, and external regulatory bodies, to ensure Infrastructure, and application environments comply with quality controls.• Worked on creating configurable dynamic widgets and creating asset portal as per client requirements.

• Worked on modules like Service Catalog Requests, Incident Management, Knowledge Management and Change Management.• Involved in designing topics through Virtual Agent. (Virtual Bot)• Customizations to virtual agent flow and integrated with MS Teams as per OOB approach.• Experience with customizing Virtual agent on service portal.• Involve in analyzing the requirements and Change Management activities for new enhancement process for organizational change and application change in the wok around. • Experience in customizing workflows for change module like Standard Change, Normal Change, Emergency Change.• Experience in configuring Agent Workspace as part of CSM Implementation.• Worked on creating Cases and configuring knowledge articles to resolve the cases as part of Agent workspace Implementation.• Experience with ITSM Incident Agent workspace to create incident from chat, assign and resolve incidents.• Experience in developing workflows using flow designer for change module.• Developed HR service catalog for employees with pre-defined services, benefits, Claims, HR complaints, change of reporting manager and other employee relationship item.• Worked on and implemented GRC, facilities, time, email, core ITSM, CMDB_CI, reporting and the service catalog modules.• Developed the workflows for the service request like whenever HR service request get submitted cases will be automatically assigned to HR specialist.• Build HR case SLA’s, manager dashboards, SLA scheduled job.• Perform requirements gathering and validate requirements with process owners for process enhancement. • Provide demo of passed stories for process owners to obtain approvals.• Experience in Domain Separation. Worked on domain separation with over 30 clients.• Promotes best practice implementations of a Configuration Management Database (CMDB).• Good understanding of Service Desk process, Change Management process, Asset Management, Change Tasking, Service Level Agreement processes.

• Worked on Asset Management, CMDB. Designed and Implemented Business Rules and Client scripts.• Work with project teams to integrate change management activities into the overall project plan.• Find root cause analyzing about the failure changes and the services.• Managing CI identifiers, reconciliation rules, and Discovery schedules.• Successfully implemented GRC by using the advanced features in Jakarta version.• Analyzes data and developing mapping schemas.• Monitored day-to-day activities of the team to ensure 100% process compliance and providing maintenance of applications, ensuring agreed SLA of service.• Developed workflows and in customizing the applications in ServiceNow using Java script.• Used Client scripts, Business Rules, UI Actions, UI Policies, Script Includes and Transform Maps.• Involved in using the Access Control List (ACL) to restrict and give section access to the users.• Involved in writing Catalog client scripts and UI policies to make client-side changes.• Involved in giving demos on ServiceNow and gathering requirements from Client.• Worked on Tenable Integration.• Involved in creating Incidents for identified Vulnerabilities using REST Inbound Messages.• Experience in implementing SAFe methodology. • Created Transform maps and scripts to implement certain actions.• Involved in meetings with stakeholders to implement Project Management to manage projects, tasks.• Worked on creating Project Templates, Project Task Templates.• Worked on setting up Project Workspace.• Involved in Customization and Maintenance of ITIL modules such as Incident, change and Knowledge base service catalog and CMDB in ServiceNow.• Involved in Sprint planning meetings and work towards defining the sprint items along with the product stakeholders. (Using freeform dashboard)

• Involved on working with CMDB and configured mid server and pointed them to various ServiceNow instances. • Built custom tables and fields from the scratch.• Created custom Service Catalogs, Workflows, Email Notifications and Email Templates to suit new requirements.• Worked on the Implementation, Configuration and Maintenance of Business Rules, Client Scripts and UI Policies.• Designed workflows using workflow editor.• Worked on Migration of Update sets between System Environments. • Built Email Notifications to match with the new approval hierarchy.• Analyze, debug and fixed the defects that arise during the Migration process and post Go-Live.• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.• Responsible for enhancements such as form or workflow editing, and UAT/Regression testing.• As a part of support activity resolve incidents by providing proper root cause investigation.• Using SCRUM methodology for the development and for defect tracking.• Created 3 end-end websites with a lot of themes and Content Layouts using CSS that can be re-used in ServiceNow.• Developed custom workflows for Service Catalogs and Integrated with various third-party Catalog items.

• Responsible for implementation and administration of Incident Management/Problem Management/Service Level Management (SLM) and Service Catalog.• Built Client scripts, Scheduled scripts and Business Rules, UI Policies.• Created standard workflows which are being re-used and propagated and handled many custom events.• Designed and built configurable data driven field level validations for outbound communication which can be scaled to any integration.• Provided analysis of problems while working towards solutions to technical issues.• Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step is an important precursor for the client to start contemplating implementation of Change Management, Problem Management.• Developed test cases for functional, System testing.• Worked on Supported platforms like Windows XP SP3, Windows Server 2003 SP2, Windows Vista SP1 and Windows Server 2008.• Documented technical, process flow and prepared user guidance docs.• Familiar with ServiceNow admin activities which involves Group, User Administration, Approvers, Support Groups, Sites, Production Categorizations, and Templates.• Deployed enhancement and releases into production ServiceNow environment• Involved in documenting platform defects and worked with the vendor for analysis.