• Setup and configured MID servers on on-premises environments.• Implemented Discovery, configured Discovery Behaviors, Discovery Schedules, troubleshooting errors.• Created and maintained Business Service Maps. Created Custom Patterns• Created new classes and class Relations in CMDB. Configured and customized IRE and CMDB health Dashboard. Established measures for data completeness, correctness and compliance. • Created Script includes, UI policies, ACLs, Business Rules, Script Includes. • Worked on Customer Incidents, Service Requests, Admin activities, Defects Enhancements. • Worked in compliance with industry best practices (ITIL) for the ServiceNow Platform• Part of Integrations team for 3rd party tools like Flexxera, Tenable, Azure to bring in CIs into CMDB• Loaded XML data into ServiceNow instance• Created ETL processes for end users to import and export data.• Used UI Builder to create Custom Workspace Experience for end users.• Created and customized workflows associated with Catalog Items using Worklfow Editor and Flow Designer• Developed and maintained comprehensive Service Catalog Items. Configured Record Producers and Order Guides to provide a user-friendly interface for service requests. Developed custom scripts for unique catalog requirements. Implemented SLAs for Service Catalog.

• Implemented/enhanced ITOM Discovery and CMDB, ITSM, Performance Analytics• Performed CMDB clean up by fixing IRE. Imported data from Excel to CMDB.• Created data fix scripts for data corruption issues. Performed RCA• Experienced in customizing OOB ServiceNow Workflows• Implemented new functionality in Service Catalog using Client Script, Catalog UI Policy and Configuring Workflow• Worked on UI customizations for forms, lists and UI actions.• Configured Service Catalog, created Request Item, Record Producer, Order Guide, based on client requirements. Created workflows to support the approval process and task assignment.

• Managed CMDB data, supported in ITSM processes & implemented Discovery.• Performed admin duties, created custom tables and forms, created ACLs, UI scripts, Business Rules, Client scripts etc.• Created IRE for CMDB, maintained CMDB Health Dashboard and ensured data integrity.• Part of Azure and AWS integration teams.• Created database views to create reports

• Performed integrations with 3rd part ITSM tools. Configured Agent workspace. Deployed Virtual Agent chatbot functionality. Maintained CMDB data. Managed Service Portal• Integrated 3rd party tools like BMC Remedy, Jira, with Scripted RET APIs and SOAP Webservices.• Configured Agent Workspace to integrated with ServiceNow modules like IM, KM, SC, CM. • Developed, tested, and implemented numerous complex Virtual Agents to enhance user self-service capabilities. Scripted conversation topics in Virtual Agent Designer and managed the NLU model. Used advanced scripting to customize responses and create a more personalized and effective interaction for users• Managed the CMDB data. Deployed Identification rules to uniquely identify CIs and reduce duplications.• Generated Reports based on the KPIs• Incorporated user feedback into Service Portal, implemented User Self- registration feature, password resets, ad knowledge base access, making it more user friendly.• Updated portal widgets to reflect current events, system outages, and other user relevant information.

• Supported in ITSM and HRSD implementations• Worked on 30+ Service Catalogs on portal • Configured 50+ HR services like Hire, Health Insurance etc. created sophisticated forms on the portal with highly automated workflows. • Worked on Employee Portal, added icons for HR services and other IT services• Created custom, and updated OOB widgets, and portal pages.• Created many dashboards and reports to have the required charts and details for the managers and Agents to do daily work with appropriate data and KPI

• Implemented portal from scratch as per client requirements• Worked on the portal design as per guidelines• Worked on the complex client controller and server script• Worked on the CSS, media queries for responsiveness• Collected data using HTML, CSS, AngularJS and other portal APIs• Provided support for defects and enhancements as required by the client.• Incorporated complex workflows for catalog request• Worked on the incident and problem to resolve them on time.• Worked as a system administrator to provide support to the ServiceNow ticketing system.