Job responsibilities include working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow, proposing resolution and design suggestions, core setup and configuration of the ServiceNow instance, designing solutions to enhance IT service requests, developing JavaScript programs and workflows, creating and customizing applications and modules, providing timely support for implementation and performance issues, designing and configuring workflows for various change types, customizing the instance with Business Rules, Client scripts, UI Policies, and UI Actions, configuring email notifications and alerts, integrating Incident management with other systems, automating processes through custom orchestration activities, facilitating service improvements in various modules, performing environmental promotional activities, creating metric reports, designing custom reports for management monitoring, updating workflow tasks and approvals for automation, following SCRUM SLDC methodology, suggesting best practices of ServiceNow and ITIL processes, formulating testing approach and developing test cases using ServiceNow Automated Test Framework, and supporting system upgrades and administration tasks.

● Gathered requirements for Reporting and build Reports and added into dashboards● Worked on Performance analytics and developed multiple reports to replicate Power BI.● Worked on CMS Agent workspace implementation● Created Chat bot and automated responses based on user input● Customized surveys for multiple modules like Incident, Case, Demands and Tasks● Worked on customizing ITBM Applications like APM,PPM,ITFM and Agile Management● Worked on Integrations in IntegrationHUB using Flow designer Rest API application, configured bi directionalintegration with multiple tools like jira,Kafka, five 9 and other 3rd party incident management tools● Worked on developing custom application for internal projects, like allocating resources and team management● Updated CMDB scripts to fix duplicates using IRA and Business rules● Worked on troubleshooting Cloud discovery and On Prem discovery.

xperienced ServiceNow Developer with expertise in implementing end-to-end Service Catalog, Incident Management, Change Management, Problem Management, Asset Management, CMDB, HR Case Management, Agent workspace, Virtual agent, Predictive Intelligence, Employee Center, Customer Service Management (CSM), and HRSD, including Scoped Applications. Collaborated with business users to refine requirements and workflows, conducted on-site visits to understand the business environment, gathered user requirements for Service Catalog items, and produced Technical Design Documents. Proficient in ITSM suite ServiceNow, custom-built applications, and Performance Analytics, creating executive dashboards, and configuring Event Management (ITOM) rules for alerts and notifications.

Responsible for providing tier 2 troubleshooting support to users and executives on workstation, server, networking systems and applications. Collaborated with other IT sections to deploy, secure, maintain, and recover workstations and serversImplemented proactive monitoring solutions, detecting potential issues before they impacted operations. Collaborated with cross-functional teams to investigate and resolve complex software compatibility issues.Automated configuration changes with scripting, increasing efficiency and minimizing human errors.Implemented change management processes, leading to improved system stability and compliance with industry standards.Ensured system configurations adhered to security and compliance requirements, performing regular audits and updates.Worked closely with project managers and stakeholders to define requirements and deliver projects on time and within budget.Participated in on-call rotations and provided 24/7 technical support, demonstrating a commitment to team success and customer satisfaction.I was selected to participate in the training session on ServiceNow to support one of the internal projects.