• Involved in gathering the requirements from the business team and writing the technical design documents. • Implementation and upgrading with the ServiceNow ITSM platform (Incident, Problem and Change) Management Processes, Building Service Catalog. • Maintenance and Custom Application Development in ServiceNow. • Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugging and customizations. • Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow. • Created server-side scripts and client-side scripts, script includes, scripted Web Services. • Performed system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team. • Manages data with Tables, the Import Sets, and Update Sets. • Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow. • Created functional and technical specifications documents for various ServiceNow modules • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog in ServiceNow • Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, UI Macros in ServiceNow • Involved in configuring the Data Policies and UI Policies as per the requirements • Coordinating the instance upgrade activities and migration activities using Update Sets • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand • Worked on loading the data into ServiceNow using import sets • Designed Content Management System which involved layout, CSS, and Service Catalog work.

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. • Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans. • Responsible for maintaining inventory of marketing materials for the financial planners and in the firm reception area. • Created transform maps both automatic field mapping and scripting. • Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps. • Created functional and technical specifications documents for various Service Now modules • Coordinating the instance upgrade activities. • Configuring Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration • Experience Reviews, analyzes, and modifies programming systems including encoding, testing in Istanbul Version of Service Now platform • Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies. • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. • Worked on CMDB from the scratch • Created CI relationships and Suggested CI Relationships. • Configured multiple forms for Asset module using Configuration Management Database. • Experience in researching and analyzing issues surrounding the integration of SharePoint. • Created workflows for Standard catalog items, Non Standard catalog item and Change approval process. • Working on different kinds of variables and variable sets. • Utilized Orchestration - Runtime plugin to enable other applications on the ServiceNow platform to automate tasks, without requiring an Orchestration subscription.

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances. • Working with client and functional requirements within ServiceNow. • Facilitating rollout of new applications and modules. • Hand's on experience with Helsinki upgrade. • Assist in the definition of business requirements and provide definitions and updates of system design documentation. • Designed Workflows, along with standard Workflow templates, which can be reused. • Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. • Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports. • ServiceNow application development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery

• Implementation, Customization, and Configuration of different Service Manager Modules like Change, Request, ESS, Service Desk, Incident, Service Catalog, Problem, and SLM. • Worked as a developer for an End-To-End development for a refactoring project. • Used data sources to migrate the data from excel sheets to ServiceNow through transform maps. • Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements. • Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release. • During development worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows. • Responsible for Berlin upgradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.

• Modeled UML 2.x (Class Diagrams and sequence Diagrams) using Rational Rose. • Implemented different Design patterns like DTO, DAO, Service Locator Pattern, Singleton Pattern and MVC architectural design pattern for solving the architectural issues. • Involved in the design of Relational Database Schema with Entity Relationship diagrams • Analysis, design and development of Application based on J2EE and Design Patterns. • Developed Application using an enhanced framework based on Apache Struts. • Used JDBC for database connectivity with the application. • Developed some of the presentation layer interfaces, JSP's and Java Beans. • Client side Data Validations are performed using JavaScript. • Used JSTL and custom tag libraries in place of Scriptlets. • Extensively used XML and XSLT style sheets. • Implemented the application and bug fixes in production environment. • Created Tables and SQL Queries to insert and fetch the data from the database. • Developed Enterprise Java Beans (Session Beans) to perform middle ware services and interact with DAO layer to perform database operations like update, retrieve, insert and delete. • Involved in writing the ANT scripts for automating the process of building, testing and deploying the system. • Monitored the error logs using Log4J and fixed the problems. • Developed the test cases using Junit to test. • Used Microsoft Visual SourceSafe (VSS) to check out project and maintain various versions of the project.