Successfully built the ITSM structure from scratch and deployed it to production, ensuring seamless functionality and operational efficiency. Designed and developed multiple Service Catalog items to meet client-specific requirements, reducing ticket submission times and enhancing user experience. Led the migration of legacy tools (e.g., Maximo) to ServiceNow, ensuring data integrity, minimizing downtime, and streamlining processes. Provided technical solutions for integrating ServiceNow with third-party tools, enabling automated workflows and improved system communication. Delivered tailored solutions for Incident, Problem, Change, and Configuration Management, aligning with business goals and ITIL best practices. Created reusable workflows and customized modules, increasing process efficiency and reducing redundancy across ITSM processes. Partnered with stakeholders to gather requirements, define service attributes, and drive the successful development of Service Catalog items. Facilitated ITSM process maturity assessments, identified improvement opportunities, and incorporated them into adoption plans. Managed ServiceNow administration tasks, including user roles, groups, routing rules, and configuration of Blackout Freeze rules. Contributed to Knowledge Base articles to support ServiceNow processes and user onboarding. Led the production go-live activities, conducted extensive testing, and ensured a smooth transition for users and system

➢ Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.➢ Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog in Service Now.➢ Discussed the business requirements with client and document into the process request.➢ Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.➢ Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.➢ Communicate with client in an agile development model, attended daily scrum meetings, sprint planning and do asks estimations.➢ Wrote Client scripts & UI Policies to improve client-side interactivity.➢ Developed Business Rules, Scheduled Jobs, UI Actions to customize the platform behavior.