• Responsible for looking Globally ServiceNow Issues and giving training for Incident / Problem / Change as per business needs and updates.• Worked on various modules of Service Now like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.• Responsible for monitoring ITIL Service delivery via process mapping audits and designing procedure.• Providing solutions and standardizing ITSM process in bid management to satisfy customers.• Responsibility for updating dashboard and reporting tool and making it visible to all employees.• Core Application Administration Policies Interactions, Application Security, Events Notifications.• Support and maintain complex Gateway interfaces between ITAM, ITSM, CMDB, and other corporate systems.• Developed new SLAs based on business processes involved which includes creating/updating ServiceNow Calendar to keep in sync with Organizational calendar.• Utilized tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability.• Use systematic approach and wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues.• Respond to broad range of service requests by engaging with end users to investigate, diagnose, and resolve their concerns.• Create and maintain catalog and workspace user experiences and automated process flows of limited complexity in accordance with established standards and best practices.• Created Scheduled Reports for incident, problem, SLA based on business requirements.• Worked with Discovery team to auto populate CMDB.• Taking care of ServiceNow Support Queue for city employees which includes User administration, Group administration, Role's administration, Reports creation.

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change.• Involved in working and developing ServiceNow plugins and customizations.• Worked on Glide Ajax and Glide Records for scripting and UI actions.• Worked on fixing bugs and doing enhancements for Incident, Problem, and Change management and Service Catalog modules.• Worked on Change Management enhancements and workflow modifications.• Write technical and customer-accessible documentation and participate in delivery of other relevant training.• Proactively maintain technical and functional knowledge applicable to ServiceNow platform.• Worked on and collaborate with cross-functional teams to support and maintain solutions in enterprise-wide production system using agile principles and methodologies.• Collaborate with business users to understand and translate business requirements into functional and non-functional technical requirements Worked on production support for end user issues, requests, and ITSM applications.• Developed complex Dashboards, Reports Export sets.• Worked on creating Catalog, Categories, Catalog Items, Variables, and Variable sets.• Created Maintenance Schedules, Baseline for CIs, and Schedule jobs.• Excellent knowledge of ServiceNow UI tools , Service Portal, CMS.• Worked on service now performance Analytics module, involved in configuring incident dashboard.• Configuring Integration Web Services using REST Web Service.• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.• Configured Event Management (ITOM) by configuring connector instances and connector Definitions.• Involved in migration between various ServiceNow instances using Update Sets.• Designed, developed, and maintained report portal that provides user access to scheduled reports and report parameters.

• Worked on providing solutions to business-related problems/needs and actively participated in implementing solution in ServiceNow.• Lead different projects in organization that involved interaction or development with ServiceNow.• Actively participated and was involved in all ServiceNow-Customer-related monthly meetings and follow-ups.• Assist with training other staff in ServiceNow use and functionality.• Worked on development of uplift projects and enhancements on legacy code/ techniques that were being used in ServiceNow instance.• Implements technology architecture guidelines for technology infrastructure and application development.• Reviews all changes to platform at design level initially and then at code level as part of Change control process to ensure standards have been followed for development and any adverse impact for production move is avoided.• Proficient knowledge on HR Suite and participated in planning of customizing and implementing according to client requirement.• Created Role Based Access Control methodology that helps users and admins to actively request, track grant/remove user's access various applications across organization by creating tables, order guide and web service integration to system that process request via SOAP call.• Implemented JDBC Export to execute custom SQL queries in target database based on requirement.• Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes UI Actions.• Created Data Sources and used Import sets and Transform maps to import data into ServiceNow.• Created Update Sets to migrate customizations from one instance to another instance.• Created various SLA as per client requirement with Incident Management applications.• Configured and developed flows using Flow Designer.

Designed , developed , and configured ServiceNow applications and modules, including ITSM to meet business requirements.Developed and implemented integration solutions between ServiceNow and other enterprise systems, ensuring seamless data flow and process automationProvided advanced technical support, troubleshooting, and guidance to users and stakeholders, ensuring the stability and reliability of the ServiceNow platform.Fixed errors like Credentials or task time out in bulk Involved in the help desk tickets and production issues for remedy ITSMConfigured LDAP server and LDAP Listener for updating the user.Worked on CMDB to load bulk data and Data reconciliation with help of import sets.

● Involved in migration of BMC Remedy and ITSM to ServiceNow● Worked with Apache Jelly to create various kinds of UI pages and Macro templates.● Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.● Created Remote interfaces using SOAP web services for accessing the services across multiple enterprise applications using JAX-WS.● Performed day to day administration in ServiceNow to maintain business services and configured item relationships.● Wrote business rules to avoid empty configuration items to be stored in CMDB after the discovery tool runs a scheduled job.