• Managed day-to-day administration of the ServiceNow platform, including user management, instance health monitoring, and troubleshooting issues to ensure smooth operations. Conducted regular system audits and provided technical support to resolve user issues promptly.• Developed and maintained ServiceNow CMDB (Configuration Management Database) to ensure accurate and up-to-date information for all configuration items. Conducted audits of CMDB data to ensure that the data is accurate and report inconsistency of form fields and maintenance of CMDB CI's.• Collaborated with cross-functional teams to integrate ServiceNow ITAM with other ITSM (IT Service Management) modules, facilitating seamless incident, change, and problem management.• Responsible for documenting requirements as user stories and validating them with ITSM Director before being developed..Designed and developed custom applications within ServiceNow, leveraging client scripts, business rules, and Script Includes to meet specific business requirements. Engaged with stakeholders to gather requirements and ensure alignment with business objectives.• Utilized Flow Designer and Workflow Editor to create automated workflows, enhancing process efficiency and reducing manual efforts. Mapped out business processes and translated them into automated workflows.• Customized the ServiceNow UI using UI Policies, UI Actions, and Client Scripts to provide a seamless and user-friendly interface. Enhanced user experience by implementing intuitive and responsive designs.• Implemented integrations with third-party systems using REST and SOAP APIs, ensuring data synchronization and process automation across platforms. Designed and developed integration solutions to connect ServiceNow with various enterprise systems.• Created and executed Automated Test Framework (ATF) test cases to validate the functionality and reliability of ServiceNow solutions. Developed comprehensive test plans and automated regression testing.

Managed user access and security roles within the ServiceNow platform, ensuring appropriate access levels and maintaining compliance with organizational policies. Conducted regular user access reviews and audits.

Developed and maintained ServiceNow applications, with a strong focus on CSM and ITSM modules.Implemented custom business rules, client scripts, and UI policies to meet client-specific needs.Conducted thorough testing and debugging to ensure the reliability and performance of CSM solutions.Assisted in the migration of legacy systems to ServiceNow, ensuring data integrity and system compatibility.Worked closely with customer service teams to understand their processes and translate them into technical solutions.Developed Service Catalog options, including two-step checkout, cart controls, and variables in a secure environment, enhancing the user experience.Performed advanced customizations that included Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports, etc., to meet specific business needs.Configured email notifications and created inbound email actions for various approval and service request tasks, improving communication and task management.Integrated ServiceNow Aegis using REST, which terminates and provisions user access to servers, enhancing security and access control.Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script includes.Developed ServiceNow portal UI Pages using AngularJS, HTML5, CSS, and JavaScript. Developed UI appearances for Service Catalog requests in the end-user portal using widgets.Developed enterprise mobile and web applications using Angular JS, enhancing user accessibility and functionality.