 Successfully gathered, analyzed, and implemented requirements using ServiceNow best practices. Assigned work to teams located in different time zones, both onshore and offshore, while effectively coordinating with hub leads. Worked with analyst to analyze functional requirements with in ServiceNow for Service Customer Management (CSM). Used Customer Service Management (CSM)to record and track the customer information like their contact numbers, addresses and other details. Utilized ServiceNow Flow Designer to create automated workflows and process orchestrations, optimizing HRSD processes such as employee transitions, benefits administration, and performance evaluations. Proven track record in architecting Service Now solutions and designing web-based solutions. Architect ServiceNow technical solutions. Leveraged ServiceNow GRC capabilities to facilitate incident response and crisis management activities, including incident identification, escalation, investigation, and resolution. Developed GRC Application and integrated with Workday to ServiceNow using REST message. An architectural input into Integrations. Implemented ServiceNow GRC modules to establish a comprehensive governance framework aligned with industry standards and regulatory requirements. Experience in all modules of ITOM (Discovery, Orchestration, Service Mapping, Event Management)  Worked with Application owners to restructure CMDB based on company’s Architecture. Served as the CMDB Admin, streamlining CMDB data and ensuring data integrity within the ServiceNow instance. Resolved incident and problem tickets in accordance with SLA configurations. Integrated ServiceNow GRC with other IT systems, security tools, and risk management platforms to streamline data exchange, automate workflows, and enhance decision-making processes. Developed technical solutions and conducted implementation and component integration testing.

 Responsible for assigning work to different teams located in different time zones both On-shore and Offshore coordinating with hub leads. Utilized ServiceNow Flow Designer to create automated workflows and process orchestrations, optimizing HRSD processes such as employee transitions, benefits administration, and performance evaluations. Leveraged ServiceNow GRC capabilities to facilitate incident response and crisis management activities, including incident identification, escalation, investigation, and resolution. Developed GRC Application and integrated with Workday to ServiceNow using REST message. Hands-on experience in implementing CSM module on ServiceNow. Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, PPM, CSM, ITOM, and GRC modules. Experience integrating ServiceNow CSM with other AppExchange Applications, Enterprise Service Bus and integration platforms. Monitor CMDB health and resolve conflicts between data sources. Interpret Discovery logs and data to diagnose issues. Designing and delivering a CMDB using a combination of discovery and manual mapping. Implemented CMDB Bi-directional Web Services integration. Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job. Experience in all modules of ITOM (Discovery, Orchestration, Service Mapping, Event Management)  Hands-on experience integrating multiple data sources into a unified ServiceNow CMDB as well as integrating data between ServiceNow instances.

 Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.  Automated the Risk Assessment process by developing custom applications by invoking the workflows. Responsible for assigning work to different teams both On-shore and Offshore, making sure work is done to the highest possible quality.  Performed maturity assessments on ITAM and CMDB customer processes and have built process roadmaps for ITAM, and CMDB processes. Data management – manage data with tables and CMDB, manage data with import sets and update sets. Mid-Server Configuration (to facilitate REST calls); CMDB configuration and integration. As an Architect worked on Design, Implement, Configure and develop the modules as per the client requirements. Collaborated with IT Management to re-architect change management workflow to align with updated change policies. Leveraged ServiceNow GRC capabilities to facilitate incident response and crisis management activities, including incident identification, escalation, investigation, and resolution. Developed GRC Application and integrated with Workday to ServiceNow using REST message. Implemented ServiceNow GRC modules to establish a comprehensive governance framework aligned with industry standards and regulatory requirements. Web application development using HTML, HTML5, CSS3, JavaScript, JSON, Ajax, DOM, Java, JSP, Servlet, Struts, CSS3, jQuery, Bootstrap, Angular JS. Developed of ITSM modules in ServiceNow using ITIL framework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of Service Now. In charge of implementing and distributing the ServiceNow application across the company (ITSM, ITOM, Platform, Security and Compliance modules). Developed technical solutions, perform implementation and component integration testing.

 Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.  Implemented client-side scripting using jQuery and AngularJS.  Performed Data migration to import data from other applications and external databases, and SCCM. Automated the Server build process on remote host using custom (ITOM) Orchestration activities like SSH and PowerShell.  Implementation and Administration of ITSM (Incident, Problem, and Change) Management. Importing Configuration Items data into CMDB using Discovery. Using Orchestration activities extended the workflows to interact with applications outside the ServiceNow. Processed the server-side data by utilizing scripts like Business rules and Script includes. Customized the forms using UI policies and Client Scripts. Centralizing access and management for all authoritative sources and controls. Configured portals, pages and widgets for user friendly pages using Service Portal. Created multiple email scripts and used them in the email notifications as per client requirement. Designing Workflows and modifying existing workflows according to new requirements in an efficient manner.