• Lead the development lifecycle (planning to deployment) for the initial standup of the ServiceNow Platform and a phased rollout of the defined applications/processes.• Co-lead all ServiceNow ITSM and IT Operations Management (ITOM) engagement & implementations.• Established the design, implementation, and maintenance of the ServiceNow configuration Management processes and procedures.• Facilities end-to-end integrations for any new requirements.• Investigate performance deviations to drive adherence to defined ITSM & ITOM policies and procedures, presenting opportunities for improvement.• Collaborate with internal customers to design, build, and implement their requirements.• Collaborate with other cross-functional teams to optimize and refine processes.• Managing the full lifecycle of story development activities from requirement gathering, story creation, and internal/UAT testing & post-implementation validation.• Lead Analyst for the multiple integration projects of ServiceNow with KORE.AI, JIRA, Jenkins, Boomi, Oracle Cloud, and many more.• Lead Analyst for ITSM processes & Foundational Data functional area in support of ServiceNow upgrades (Orlando à San Diego à Utah à Washington DC)• Assisting the team with functional & technical help as required.• Creating project documentation such as Requirement Definition, Design Document, Solutioning Content, User Manuals, Test Cases, Best Practices & lessons Learnt, and Operational Manuals for support teams.

• Providing ITSM Development, Reporting and Training Support on the ServiceNow Platform.• Collaborate with stakeholders to define project objectives and Acceptance criteria.• Experience in implementation of Integration design, solutions, and mapping in ServiceNow• Partnered with Customers and ITSM Process Owners analysed business needs, documented requirements into stories & managed with simultaneous releases and sprints utilizing an Agile methodology; actively participated in daily SCRUM meetings to communicate and assess progress• Creation of flow designer, SLAs, Approval steps & notifications.• Experience in Customized Catalog Builder form• Configuring Inbound & Outbound email actions, Business Rules, UI Policies, Client Scripts & ACLs• Service Catalog design, automation & associated Request Items• Providing user training and demos to Product Owners changes implemented in ServiceNow• User/Group creation, maintenance, and security via roles in ServiceNow• Implemented Now Platform Capabilities, User Interface and Administration

• Worked on designing, building, and implementing ITSM Solutions and enhancements to various modules (i.e., Catalog Management, Incident Management) including HR Management, the customized module on Finance and Order Management.• Working with process owners and business stakeholders to translate business requirements intofunctional requirements within ServiceNow and proposing resolution and design suggestions.• Facilitating the rollout of new applications and modules.• Worked on customization & implementation of Mobile App for End-users• Integrated with e-bot for better user experience• Implemented IT Agent Workspace for ServiceDesk.• To prepare documentation of changes and new developments as technical and functional specs.• Service Catalog, Request Workflow Design and Configuration.• Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts.• Designing of Catalog Items and Order guide.• Providing support for the bugs/fixes required via tickets.• Performance Analysis and report creation of scheduled jobs for various activities.

• Deliver ServiceNow configuration and enhancement requests.• Responsible for daily requests, administration, and coordination of ServiceNow user & group maintenance.• To create Workflow activities and approvals; inbound emails, catalog items, record producer.• Implementation of UI Actions, UI Policies, Data Policy, Client Scripts & ACL’s.• Configuration of SLA definition.• Developed various Email Notifications triggered through SLA, Workflow & Events.• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.• Responsible for identifying process, and technical gaps and closing them through continuous feedback.

• Tickets handling & support Cisco Products & Services using Remedy & SFDC Applications• Managing mapping of Services to Products using Cisco Applications like Service Mapping Tool, Product Mapping Tool.• Managing Customer Licenses and Partnerships of Cisco by reviewing them using the EDMS Tool• Working with cross-functional teams to fix any technical issues faced by Customers while ordering Cisco Products• Review Discounted Products & Services, Customer Contracts with Cisco for the discount provided.• Knowledge Transition and Escalation Handling.