- Implementing ITIL/ITSM leading to ITOM processes peculiar to CMDB, Incident, Change and ProblemManagement- Administration of ServiceNow instances including version updates and new releases, testing,documentation, analysis and implementation of the release across TEST and PROD regions- Reporting/Metrics, Performance Analytics, Discovery, Integrations, Risk Management, Compliance, Audit,Information Security and Technical Privacy- ServiceNow service mapping of business services in dynamic IT environments- ServiceNow ITSM: Service Portal design and development, Automated Testing Framework UAT, Reports,Dashboards, Homepages, Transform maps, Knowledge articles, CMDB, Standard Forms, SN Portal, ServiceCatalog, Business Rules, Script Includes, Client Script, Debugging, background scripts, , ACL´s, Data Policies,Creating and editing Workflows.- ServiceNow ITBM: Test Management and Agile development.- Creating Stories, Scrum Task and reporting using Agile. Set Automation test cases for each module- Web services: REST API integration of ServiceNow to third party Qualys and IBM Watson chatbot

- Collaborated with stakeholders to gather and document functional and non-functional requirements for the car wash appointment booking application.- Conducted user interviews and created detailed user stories to ensure allbusiness needs were addressed.- Led the design and development of the application using ServiceNow AppEngine Studio.- Created and configured tables for managing customer details, vehicleinformation, services offered, and appointment bookings.- Developed and implemented business rules to ensure data integrity and properworkflow execution.- Utilized Flow Designer to automate key processes such as appointmentbooking, payment processing, and notification sending.- Implemented automated workflows to handle rescheduling requests andensure seamless customer experience.- Integrated multiple payment options including credit/debit cards, PayPal, andApple Pay.- Ensured secure processing of transactions and accurate recording of paymentstatus.- Conducted thorough testing of the application to identify and resolve anyissues.o Collaborated with the QA team to ensure the application met all qualitystandards.- Developed comprehensive user guides and conducted training sessions forend-users.- Created a knowledge base to provide ongoing support and troubleshooting forusers- Provided post-implementation support to address any issues and ensuresmooth operation of the application.- Gathered user feedback and implemented enhancements to improve theapplication & functionality.Achievements:- Successfully launched the car wash appointment booking application, improvingoperational efficiency and customer satisfaction.- Reduced manual processing time by 50% through automation of key workflows. - Enhanced customer experience with timely notifications and streamlined bookingprocess.

- Administered and configured the ServiceNow instance, including user management, roleassignment, and system settings.- Developed and maintained dashboards, reports, and performance analytics to support data-drivendecision-making.- Managed data imports, exports, and integrations, ensuring data integrity and seamless interactionwith external systems.- Provided end-user support and training, addressing issues and enhancing user experience withServiceNow functionalities.- Monitored system performance and implemented optimizations to enhance platform stability andefficiency.

- Customized ServiceNow Solutions: Developed and implemented tailored ServiceNow applications,including Business Rules, Client Scripts, UI Policies, Script Includes, and Data Transformations to addressspecific business needs.- Integration & Customization: Managed integrations using REST and SOAP APIs, Integration Hub, andMID Server Configuration. Created custom applications, Service Catalog Items, Record Producers, andCatalog Client Scripts.- ITSM & ITIL Implementation: Configured and optimized ITIL processes within ServiceNow, includingIncident Management, Problem Management, Change Management, Service Catalog Management, andKnowledge Management.- Performance Analytics: Designed and maintained Performance Analytics dashboards, defined keymetrics, and generated reports to provide actionable business insights.- Administration & Security: Administered ServiceNow platform, including User and Role Management,Data Security, and System Configuration, ensuring optimal performance and compliance.- Stakeholder Engagement: Collaborated with stakeholders to gather requirements, deliver solutionsaligned with business objectives, and provide expert guidance on ServiceNow best practices.- Training & Support: Conducted end-user training sessions, created training materials, and providedongoing support to ensure effective utilization of ServiceNow solutions.- Project & Change Management: Assisted in project management, release management, and IT changemanagement to ensure timely delivery and successful implementation of solutions.