• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.• Created and used update sets to move customizations between the instances.• Created and maintained custom applications as per user requirements.• Created mobile application and to get the current location and also keep the track of the current location. • Experience in maintaining CMDB and populating it with Configuration Items (CI).• Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data. • Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.• Experience in Service-watch module with Fuji version and later. • Experience in the Creating Project Portfolio Management (PPM) and sub-project associated with it.• Experience in PPM understanding like start date, End date, risk, Scope, Cost, ROI%, complete%.• Involved in transfer of data from one instance to other by creating and modifying Update sets. • Experienced with UML in creating Flow charts, Use Cases, Class diagrams, Sequence diagrams and Activity diagrams.• Experience in GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting.• Experience in GRC policy creation with understanding entities, Risk & Control.• Performs conformance reviews for requirements, estimating, business design, technical design, and produce. • Experience in working with ITBM and activation of PPS (Project Portfolio Suite) with Financials plugin for new instances to activate Demand Management.• Worked ITBM and PPS Portfolio Workbench & cost plans for efficient end-to-end financial planning and tracking for all projects and demands in a portfolio. • Worked on designing visual task boards and utilized SAFe/ Kanban methodology for better IT Service Management and steady flow of work.

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.• Worked with escalating issues, diagnosing, resolving with the help application like incident management, Problem management.• Ensures cross functional communication occurs between development activities and understands the whole solution – BIG PICTURE.• Integrating ServiceNow with Azure, PagerDuty and PeopleSoft (JDBC, Web Services, Data Sources)• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.• Gathering and documenting user and process requirements.• Collaborating effectively with other ServiceNow administrators to develop global solutions.• Implemented Risk Management for the Risk evaluation of the Change Request associated with the Configuration Item.• Customizing form layout and designing forms.• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.• Experience Define, Document, Maintain and Enforce Project Coding Standards• Created various frontend forms, and associated Client Scripts, UI policies, and advanced customizations that require modification of UI Pages/Macros.• Developed Integration with System Center Configuration Manager (SCCM).• Involved in upgrading to Helsinki and fixing the bugs. Developing solutions to the fix the issues with in the given time frame.

• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.• Involved in writing and modifying scripts for application deployments as well as system monitoring.• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.• Creating technical specification documentation after all the work has been done.• Scheduled cloning and migration of data from instances with ServiceNow.• Monitored and administered automated build and continuous integration processes to ensure correct build.• Created user access control to restrict users based on user roles and assigned security permissions.• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries. • Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform. • Developed Discovery error reporting package to provide productive cross-referenced data.• To set up Configuration Management and defining the CI classes and their relationships. • Used data Sources & web integrations for setting up the configuration database in ServiceNow. • Created complex transform scripts in transforming the data into the SNOW database. • Experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API. Developing XML Web Services in C# and SOAP for information exchange across applications. • Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

• As per the best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.• Created all JavaScript logic (validation, animations, transitions, template, date picking)• Experience in Service Portal.• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.• Experience Collaboration effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.• Configuring Integration Web Services with Third Party application by using SOAP Web service.• Experience in gathering requirements and analysis of Incident Management and change Management.• Experience in writing shell scripts, integrating database code, testing and debugging, and contributing to code bases using PERL.• Experience in Testing and Implementation of the blocks of code.• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.• Experience with Service Mapping to map all the inter-dependencies between CIs that are discovered by Discovery and with the help of other ITOM modules.• Created Webpages for various work streams using C#.NET, ASP.NET, AJAX, JSON with jQuery, Telerik RAD Controls and business logic layer which connects to the other services using C#.NET.

• Perform day to day support, administration and maintenance of the ServiceNow platform• Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.• Develop, configure and improve core and custom applications• Work directly with end users to resolve support issues within ServiceNow• Monitor health, usage, and overall compliance of ServiceNow.• Perform installation and testing of ServiceNow updates and new releases.• Develop clear and concise technical and process documentation.• Worked on various modules of ServiceNow like Incident, Problem, and Service Catalog.• Worked on Service Catalog for creating catalog item.• Creating Update sets for recording the changes that are done within ServiceNow.• Created notifications-based user requirement and configured inbound email action to create incidents or requests.