In my current role at Foot Locker, I bring extensive experience as a ServiceNow Developer, specializing in implementing, customizing, and maintaining IT Service Management (ITSM) modules such as Incident, Change, Problem, Knowledge, and Service Catalog. A key aspect of my responsibilities involves collaborating closely with business teams to gather requirements, develop technical specifications, and ensure seamless integration. Notably, I've successfully developed custom probes and sensors for CMDB population, configured DISCOVERY schedules, and implemented Customer Service Management (CSM) strategies to centralize customer data and optimize issue resolution processes. My proficiency extends to customizing CSM workflows, integrating with external applications, and automating processes via ServiceNow Orchestration. Throughout these initiatives, I adhere rigorously to SDLC processes for code development and deployment across environments, leveraging IT Business Management (ITBM) solutions for strategic decision-making and resource optimization. I have also contributed significantly to the design and implementation of custom classes for dynamic Inbound REST calls, alongside configuring Service Level Agreements (SLAs) to meet specific requirements. Furthermore, my expertise encompasses UI design for catalog items, utilizing Flow Designer to integrate third-party services and APIs, and efficiently importing data from diverse sources using import sets and transform maps. Additionally, I've been extensively involved in LDAP integration, migration between ServiceNow instances, and the seamless loading of assets into ServiceNow from third-party systems. As part of my contributions, I've played a significant role in the development of the Service Catalog, including catalog items, workflows, and UI pages, employing UI Scripts to enhance functionality and user experience.

During my tenure at Walmart, I successfully implemented ITIL practices to deploy ServiceNow applications in a phased approach, leveraging ITOM for infrastructure discovery and incident resolution automation while ensuring seamless integration with existing systems. My expertise encompasses customizing Incident, Problem, Change, and Service Catalog applications using Business rules, Client scripts, and Workflows to enhance operational efficiency. Additionally, I demonstrated proficiency in Service Portal customization, integrating ServiceNow with LDAP, and implementing SSO for streamlined authentication. I played a pivotal role in implementing CSM to streamline customer inquiries, integrating it with company systems for unified interaction views and personalized service delivery. Moreover, I was responsible for building SLAs, generating reports, and managing asset lifecycle processes using ITAM, contributing to effective asset management practices. Furthermore, I excelled in GRC customization for proactive risk management and compliance and managed SecOps processes for rapid security incident response. Skilled in user, group, and role management, ACL configuration, and scheduled job setup, I ensured smooth functioning of the ServiceNow platform. Additionally, I actively participated in configuring forms and lists, developing UI components, and maintaining product catalogs, contributing to the overall enhancement of the ServiceNow environment. In terms of production support and data management, including user, role, and group creation using import sets, I diligently contributed to maintaining data integrity and ensuring the accuracy of user information within the organization's systems.

In Austin Energy, I was responsible for managing the development and deployment of ServiceNow. My focus was on designing and implementing workflows for Knowledge article creation, Incident, and Problem management processes. I demonstrated proficiency in importing and transforming data, configuring reports, and developing custom charts to provide actionable insights. Additionally, I skillfully set up MID Servers for efficient data collection and integrated with Active Directory for user authentication. I successfully implemented release plans, conducted walkthroughs, and designed UI appearances for Service Catalog Requests to enhance user experience. Furthermore, I excelled in writing client scripts and UI policies, capturing customizations using Update Sets, and maintaining rigorous testing protocols for development and enhancements. I also played a key role in configuring order guides, establishing Configuration Management practices, and creating complex transform scripts. Embracing the AGILE methodology, I participated in sprint cycles and daily scrums, ensuring efficient project execution. Moreover, I developed SLAs, reporting mechanisms, and meticulously prepared test cases and plans for module testing and migration. I was proficient in resolving user access and role issues and adept at developing reports tailored to management requirements, contributing to the success of the project.

Engaged in thorough user requirement analysis and specification drafting.Developed Java Server Pages (JSPs) and Servlets deployed on Tomcat, with expertise in PL/SQL stored procedures and views for backend database access. Proficient in JavaScript and HTML for UI development and client-side validations. Skilled in Object-Oriented Design using UML-Rational Rose, JDBC for database connectivity, and SQL & PL-SQL query writing.