Collaborated with stakeholders, including IT operations, and service desk teams, to gather requirements and align solutions with business needs. Assisted in the implementation and customization of ServiceNow ITSM module, including Incident, Problem, Change, Knowledge, Request Management. Design and development of ServiceNow reports, surveys to provide insights into IT service performance and support decision-making. Developed and maintained ServiceNow workflows, UI policies, business rules, and client scripts, script include Glide Ajax, to meet business requirements and improve operational efficiency. Created On-Boarding Order Guide and automated the user creation via service catalog request meanwhile maintain the integrity of data. Create rule base to add catalog items into the Order Guide. Conducted system testing, identified, and resolved issues, and provided post-implementation support to end-users. Implement Incident, Problem, Request module in ServiceNow to improve IT service delivery and reduce resolution time. Design and develop service catalogs, variables, variable sets, catalog UI policies, catalog client scripts. Design and develop custom workflows, flows to automate IT processes, and enhance productivity. Develop the User Criteria to authorize the access of service catalog items. Develop the Order Guide and automate and maintain execution of the flow of catalog items using Process Automation Designer