• In Service Mapping and Dependency Mapping, Created and maintained real-time maps of IT services and their dependencies to gain visibility into the impact of incidents or changes on services.• Analyze and interpret dependency data to understand service impacts.• Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts• Hands-on experience in creating UI pages and widgets and customizing out of the box UI pages and widgets as per the client requirements using AngularJS, JavaScript, HTML, and CSS.• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.• Created cases as needed and route cases to available customer service agents with the necessary skill sets at CSM. • Develop and modify ServiceNow workflows, forms, lists, business rules, UI components, web services, tables, and menus.• Maintain a comprehensive knowledge base with articles and resources relevant to employees' needs and inquiries. Enable employees to submit various types of service requests through the portal (e.g., IT support, HR requests, facilities, etc.).• Generate reports and analytics to track usage patterns, popular requests, and areas for improvement.• Provide employees with tools and resources to perform tasks independently (e.g., password resets, software installations, equipment requests, etc.).• Gather feedback from employees to understand their experiences with the Employee Center.• Implement enhancements to the Employee Center based on best practices and user feedback.• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.• Managed Employee Self-Service portal (ESS).• Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal