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Canada

Over 5++ years of working experience in ServiceNow as developer and administrator *Expertise in working with different ServiceNow modules such as incident management, Problem management, change management, Release management, Integrations and notifications.*Good Knowledge of ITIL v3 processes and project lifecycle.*Experienced in all phases of application lifecycle including Requirement analysis, Design, Development, Testing, production support.*Communicating with client for new development and creating new ideas for an intuitive UI and user experience.

Torento

• Communicating with end users, identifying their difficulties, and changing the applications as per their requirements.• Played an important role for translation of the instances to clients, provided training, managing the updated sets, organized UAT and pushing it to the production instances.• Enhancements and development in incident management, request management and service catalog management.• Implemented SLA’s, ACL’s catalog client scripts, catalog UI policies as per the requirements.• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into ServiceNow.• Designed workflows, Reports, dashboards, and surveys.• Creation of workflows and execution plans for the catalog items in ServiceNow.• Creation of UI pages for better visual appearance in catalog items in ServiceNow.• Configuration of Email Notifications and alerts to notify users about specific activities in the system such as update to change and problem requests.• Used access control rules for securing and providing the right access to right person/role.• Performed Data migration of CI attributes for CMDB using import sets.• Loading data from external files using import sets.• Writing Data sources, transform maps and properly analyzing coalesce to avoid duplicates in ServiceNow.• Maintain Service level agreement and monitor an SLA workflow.• Created knowledge articles to document the steps in creating the catalog item.• Scheduled, configured reports, and developed custom charts environment.

India

• Working with process owners and Business stakeholders to translate business requirements into functional requirements within ServiceNow.Page 3 of 3• Developing and Supporting ITSM processes like incident, change, problem, service catalog, configuration on ServiceNow platform.• Configured SSO integration and login process customization for ServiceNow.• Responsible for ServiceNow tool administration module and creation of new users, group roles, IT service, Application, Business services.• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.• Utilizing the ServiceNow service catalog for users to create service requests and service items.• Involved in running the daily and weekly jobs to push the data into the application using import sets and transform maps.• Critical incident reporting using automated SMTP outbound email notifications.• Assist in importing of configuration, user, and Asset Data.• Developed transform maps to map values between import sets and ServiceNow tables.• Performing environmental promotional activities from Dev to QA Prod.• Involved in production support for all the ServiceNow related issues.