• Collaborated with a client on the design, development, and implementation of the Application Portfolio Management module.• Actively enhanced and developed core ITSM modules, optimizing their behavior using form layout, business rules, client scripts, ACLs, and UI policies within the ServiceNow platform.• Conducted comprehensive end-to-end process flow testing for multiple modules, including ITSM, ITBM, and GRC.• Investigated and resolved known defects in ITSM modules, ensuring alignment with client requirements.• Created technical specifications and solutions by analyzing customer requirements to meet the business needs of the ServiceNow IT department.• Configured, developed, and performed unit testing on new functionalities and bug fixes within the ServiceNow platform.• Utilized Agile methodology for development, effectively collaborating within a SCRUM team to update stakeholders and team members.• Assisted in research processes and functions related to assigned tasks.• Analyzed business requirements, identified optimization opportunities, and designed and tested new solutions.• Demonstrated strong analytical, interpersonal, management, leadership, and ethical skills.

• Defined development, testing, and defect remediation standards and processes, leveraging leading practices, to enable clients to deliver quality code, while reducing the amount of re-work and potential defects.• Presented proof of concepts to stakeholders, leading to improved decision-making on the feasibility of technical solutions.• Developed custom workflows and automation scripts to streamline IT service management processes, enhancing overall efficiency and productivity.• Integrated third-party applications and services with the ServiceNow platform to expand functionality and improve interoperability.• Created and maintained comprehensive documentation for ServiceNow configurations, customizations, and development processes to ensure knowledge transfer and consistency.• Delivered training sessions and provided support to end-users and administrators to maximize the effective use of ServiceNow features and capabilities.• Conducted regular performance assessments and optimizations of the ServiceNow platform to ensure smooth operation and rapid response times.

• Proficient in implementing end-to-end solutions for Service Catalog, Incident, Change, and Release Management using ServiceNow CMS. • Applied ITIL standards for ITSM application development, ensuring industry best practices. Developed integrations using JavaScript, Web Services, and SOAP, enhancing system connectivity. • Expert in ServiceNow development and implementation, driving transformative solutions. Collaboratively defined Configuration & Asset Management requirements, developing comprehensive CMS. • Managed system configurations, user requirements, and workflow customizations. Configured Help Desk, Change/Incident/Problem/Asset Management Modules using Business Rules, Client Scripts, UI Policies, and Actions.

•Designed and administered Service Catalog, developing workflows with necessary approvals. Utilized portfolio workbench for Budget forecasting and project tracking. •Generated reports, gauges, and home pages, facilitating smooth customization deployment. Managed CMDB and Asset management processes, executing data migrations. •Developed Business Rules, Client Scripts, and UI Policies tailored to business needs. Documented operational requirements and conducted staff training.•Engaged stakeholders for requirements gathering and integrated ServiceNow with End User Self-Enablement portal using CMS. Implemented and maintained the ServiceNow platform, supporting ITIL and critical business processes.