• Configured and implemented CMDB with focus on discovery and service mapping applications.• Responsible for implementation of ServiceNow ITSM Suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping. • Configured Event Management (ITOM) by configuring Connector instances and Connector Definitions. • Performed the task of using discovery to load configuration information to CMDB.• Configured ServiceNow Discovery, performed integrations and automation using ServiceNow Orchestration. • Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.• Experienced in ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules and Incident Templates.• Worked on Content Management System (CMS) and Self Service Portal using Jelly Script and UI Macros.• Worked on Business Service mapping and wrote scripts in the sensors to map CI’s so that the end user can have a graphical representation of CI’s and their relationship through BSM.• Managed CMDB in ServiceNow, involved in ensuring accurate and up-to-date information about all configuration items (CIs) within the IT infrastructure, including hardware, software, and other assets.• Designed, developed and configured Business Rules, Catalog UI policies, UI Pages, Style Sheets, Catalog Client Scripts, UI Actions, UI Macro, and Dynamic Content. • Managed data with Tables, Import Sets, CMDB, update Sets and experienced in field mapping.• Imported CMDB data in to ServiceNow and performed transformation using Transform Maps.• Designed and developed integrations between ServiceNow and other systems using APIs and used scripting languages such as Glide.• Configured Scheduled Jobs to update CMDB Health metrics on daily basis. • Designed and developed user interfaces using HTML, CSS, JavaScript and AJAX.

• HR Service Delivery (HRSD) Enhancement: Gathered requirements and implemented On-boarding survey and email notifications, configurations for the HRSD module and enhanced the user experience in HRSD module using UI builder.• Responsible for designing, maintaining and optimizing HRSD applications on the ServiceNow platform.• Customizations include HR Case form modifications, creation of Record Producers on the HR Case table, defining SLAs, Surveys, inbound email actions, notifications, creating reports and dashboards.• Managed HR criteria, templates and HR profiles on the ServiceNow Platform.• Managed data with Tables, Import Sets, Update Sets and experienced in field mapping.• Hands-on expertise in implementing end-to-end Service Catalog, Incident Management, Change Management, Release Management, Problem Management, Configuration & Asset Management, Knowledge Management, and extensive knowledge of Content Management System.• Integrated with Active directory using LDAP for authentication and loaded users, groups and roles in to ServiceNow.• Developed and configured Business Rules, Catalog UI policies, UI Pages, Style Sheets, Catalog Client Scripts, UI Actions, UI Macro, and Dynamic Content. • Integrated LDAP with ServiceNow application to enhance application security.• Designed and developed several Standard Workflows, Reports, Dashboards and Surveys. • Configured SSO Integration and Login Process customization for ServiceNow using SAML 2.0. • Configuration of Email notifications and alerts to notify users about specific activities in the system such as updates to Change and Problem requests.• Imported data in to ServiceNow and performed transformation using Transform Maps.• Created UI pages for a better visual appearance in catalog items in ServiceNow.• Performed environmental promotional activities from Dev to QA to Prod.• Developed necessary development documentation as needed (e.g. technical design, developer notes).

• Responsible for ServiceNow tool administration module and creation of new Users, Groups, Roles, IT services, Application and Business services.• Implemented ServiceNow ITSM applications using ITIL V3 services, best practice processes, methods, testing and training projects for multiple organizations. • Responsible for overall management and data governance of ServiceNow supporting the ITIL process to configure changes and updating records from the Configuration module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules. • Created Performance Analytics reporting for management along with standard ITSM reports.• Performed testing in ServiceNow Dev, UAT and Post implementation validation of IT Service Management releases.• Gathered and analyzed requirements of submitted enhancement requests to improve incident ticketing system through automation and improved SLA of ticket completion.• Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.• Implemented Workflows, Incident Management, Change Management, and Service Catalog on various business applications.• Created update sets for configuring in different instances i.e Temp, Test, UAT, Dev and Production instances.• Managed the activation status, profile and roles assigned to each user and groups in ServiceNow.