• Worked on end to end implementation of CTI Integration. Supported the team with the work flow of the integrations.• Designed and delivered technical methodologies around the Servicenow platform. • Gathered requirement from stake holders for attributes needed to develop Service Catalog items. • Worked with clients to assess current state processes and tools, defined Servicenow requirements and developed and configured the Servicenow platform. • Implement CMDB in ServiceNow.• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. • Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service catalog, User Administration, Reporting and Discovery. • Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.• Propose and develop Integration of the CMDB with CA Nimsoft Discovery. • Designing the Mapping documents for the B2B integration with web-services. •  Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement. • Designed Workflows, along with standard Workflow templates which can be reused. • Strong knowledge of the Server side scripting Business rules and Script Includes. • Worked with Apache Jelly to create various kinds of UI pages and Macro templates. • Created Data Sources from various external applications, scripts to parse incoming data and transform into Servicenow.• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.  • Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies. • Performed Data Analysis, designed Visualizations and created Dashboards using Tableau on dataset consisting usage information from Dognition.com.• Worked on CMDB from the scratch.• Created CI relationships and Suggested CI Relationships.• Creating the UI pages to use them in catalog items, implemented using UI scripts.• Creating Knowledge articles to document the steps in creating the catalog items.• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML. • Integrated with Active Directory for SSO using SAML 2.0• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.• Worked on UI Macros to create pages as templates on requirement from the stake holders.• Creating database views to pull the reports on variables which are being used by catalog items. • Writing Catalog client scripts and UI policies to make client side changes. • Writing script includes invoking them in reference qualifiers or variable scripting.

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.• Created the new Applications and Modules in Servicenow.• Performed in integration of Servicenow with Oracle SOA Web Services.• Involved in customizing the form design and layout for Incident, Problem and Change Management Processes.• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.  • Designed the Content Management System for Varian system involving layout, CSS and service catalog work. • Created various workflows for Incident, Problem, and Change Management Service Requests. • The service we also provide to clients is a semi managed service for administering their Service desks, Service watch that has been implemented. This includes various administration tasks within Service desk software. • Written script includes and invoked them in business rules and client scripts.• Imported Configuration Items (CI) from third party applications using import set tables. • Configure transform maps both automatic field mapping and scripting. • Expertise in setting up the SLAs as per the requirements.• Involved in Service Catalog and Request Workflow Design and Configuration • Knowledge in loading of data into CMDB using discovery and file imports. • Worked on DISCOVERY and set up mid servers and check for the connectivity. • Worked on the Calgary and Dublin Versions of Service Now.

• Development of Service catalog which includes creating new catalog items, designing.• Work flows and execution plans. • Maintained business services and configuration item relationships in ServiceNow tool. • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. • Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.)• Gathered requirement from stake holders for attributes needed to develop Service Catalog items. • Performed core configuration tasks including system policies, business rules and client scripts. • Managed users, groups and roles. • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5. • Creates Workflow activities and approvals, implement new workflows that use a variety of activities to understand how records are generated from workflows.• Performed migration activities (Dev to QA, QA to Prod).• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.• Investigated performance issues, learnt troubleshooting tools, and used system logs to find issues. • Developed and improved user systems procedures, and prepared systems documentation. • Managed all Change Management Information (ServiceNow).• Established and maintained effective communications with customers, other technology specialists, and vendors about services. • Developed Service Catalog items based on the requirement provided by the stakeholders. • Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Servicenow.• Worked as an administrator to look after the day to tickets and resolve them on priority basis. • Working on JAVASCRIPT, AJAX, and GLIDESCRIPT to run Workflows, Business Rules and UI Polices. • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5. • Worked on Discovery to update and insert computer related information on a regular basis. • Worked on LDAP integration to update the users and groups.• Implementing the UI pages to use them in catalog items, implemented using UI scripts. • Creating Knowledge articles to document the steps in creating the catalog items. • Worked on CMDB and Asset management. • Creation of Email Notifications and Inbound Actions. • Development of SLA for the organizations Implementation of ACL. • Performed code migration using Update Sets. • Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Servicenow tables. • Created all the reports of Incidents, problem and change management. • Assigned designation roles for the user and gave access to the users.

• Worked on end to end implementation of CTI Integration. Supported the team with the work flow of the integrations.• Designed and delivered technical methodologies around the Servicenow platform. • Gathered requirement from stake holders for attributes needed to develop Service Catalog items. • Worked with clients to assess current state processes and tools, defined Servicenow requirements and developed and configured the Servicenow platform. • Implement CMDB in ServiceNow.• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. • Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service catalog, User Administration, Reporting and Discovery. • Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.• Propose and develop Integration of the CMDB with CA Nimsoft Discovery. • Designing the Mapping documents for the B2B integration with web-services. •  Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement. • Designed Workflows, along with standard Workflow templates which can be reused. • Strong knowledge of the Server side scripting Business rules and Script Includes. • Worked with Apache Jelly to create various kinds of UI pages and Macro templates. • Currently working to develop new service catalog items and fix bugs in incident, problem and change management.