As a Senior ServiceNow Admin/Developer, I’m successfully leading the design and configuration of Incident, Problem, and Change Management applications, aligning them with ITIL and business processes to ensure seamless IT operations. My role has involved integrating ServiceNow with various systems, performing extensive customizations to meet unique business needs, and implementing Software and Change Management processes to enhance operational efficiency.Key accomplishments… Show more As a Senior ServiceNow Admin/Developer, I’m successfully leading the design and configuration of Incident, Problem, and Change Management applications, aligning them with ITIL and business processes to ensure seamless IT operations. My role has involved integrating ServiceNow with various systems, performing extensive customizations to meet unique business needs, and implementing Software and Change Management processes to enhance operational efficiency.Key accomplishments include:Leading the technical implementation of critical ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.Managing Change Management information within ServiceNow, ensuring accuracy, compliance, and overall data governance across multiple modules, including Configuration Management, Incident Management, Data Administration, Reporting, Data Quality, CMDB, and User Administration.Setting up and administering Configuration Management, characterizing Configuration Item (CI) classes, and ensuring proper relationships.Administering the ServiceNow platform, including user and group management, roles and permissions, and maintaining system security through routine maintenance, patching, upgrades, and troubleshooting.Developing and managing ServiceNow dashboards and reports to support performance monitoring and informed decision-making.Enhancing platform functionality by developing and maintaining business rules, client scripts, UI policies, and UI actions.Managing the ServiceNow service catalog, including the creation and maintenance of catalog items, workflows, and approval processes, with a focus on improving user satisfaction.Collaborating closely with Subject Matter Experts (SMEs) and Project Managers to analyze requirements, develop workflow designs, and implement changes that improve automation and streamline processes.Leading daily, weekly, and monthly client meetings to discuss progress. Show less

At Abbott, I played a pivotal role in maintaining and optimizing ServiceNow across various ITSM, HRSD, GRC, and ITOM modules. I was responsible for integrating and managing data between ServiceNow HR and other systems, ensuring seamless workflows and improving service delivery.Key Responsibilities:Engineered solutions leveraging ServiceNow to address complex business workflows, ITSM requirements, and HR Service Delivery, leading to enhanced operational efficiency and employee… Show more At Abbott, I played a pivotal role in maintaining and optimizing ServiceNow across various ITSM, HRSD, GRC, and ITOM modules. I was responsible for integrating and managing data between ServiceNow HR and other systems, ensuring seamless workflows and improving service delivery.Key Responsibilities:Engineered solutions leveraging ServiceNow to address complex business workflows, ITSM requirements, and HR Service Delivery, leading to enhanced operational efficiency and employee satisfaction.Implemented and maintained ITSM applications, including Change Management, Incident & Problem Management, and Service Level Management, with a strong focus on CMDB data model configuration.Worked extensively on GRC and ITOM modules, improving governance, risk management, and compliance, while optimizing service mapping and event management.Led the design and development of a self-service portal, as well as creating comprehensive documentation for audits, business processes, and technical specifications.Coordinated ServiceNow upgrades, managed error handling during system updates, and conducted Knowledge Transfer sessions for both on-site and offshore teams.Demonstrated expertise in JavaScript, HTML, XML, and web services to create workflows, execution plans, and custom UI actions, ensuring the platform met all user and business needs.My experience at Abbott not only involved technical mastery of ServiceNow but also required a deep understanding of business processes, problem-solving, and collaboration with various stakeholders to deliver impactful solutions Show less

At Best Buy, I was entrusted with the responsibility of optimizing the ServiceNow platform to meet the evolving needs of the organization. My role involved not only the administration and configuration of core applications but also the development and integration of new features to enhance system performance and user experience.Key Achievements:Optimized System Functionality: Configured system policies, business rules, and client scripts, enabling ServiceNow to operate seamlessly… Show more At Best Buy, I was entrusted with the responsibility of optimizing the ServiceNow platform to meet the evolving needs of the organization. My role involved not only the administration and configuration of core applications but also the development and integration of new features to enhance system performance and user experience.Key Achievements:Optimized System Functionality: Configured system policies, business rules, and client scripts, enabling ServiceNow to operate seamlessly and meet Best Buy's specific requirements.Data Management: Streamlined data migration processes using import sets and transform maps, setting up automated imports to increase efficiency and reduce manual errors.Service Level Management: Established and maintained SLAs, configured notifications, and generated comprehensive reports, ensuring that all service commitments were consistently met.Integration and Security: Successfully integrated ServiceNow with LDAP directories, improving authentication processes and enhancing access control across the organization.User Management: Administered user accounts, groups, and roles, maintaining strict security protocols and ensuring proper access controls to protect system integrity.Documentation and Development: Created detailed technical designs, developer notes, and user guides, supporting ongoing development efforts and ensuring clear communication across teams.System Performance: Identified and resolved performance issues using advanced troubleshooting tools, maintaining optimal system functionality and minimizing downtime.Instance Management: Managed the migration of customizations between instances, ensuring smooth transitions and minimizing disruption during system updates.User Engagement: Collaborated with end users to understand their challenges, adapting applications to better meet their needs and ensuring high levels of user satisfaction. Show less

I was responsible for gathering and analyzing functional requirements, designing and developing web applications using Java, HTML, CSS, and JavaScript. My role included creating visually appealing UI pages, developing UML-based diagrams, and writing complex PL/SQL queries for data management on Oracle databases. I worked extensively with JQuery for dynamic content display and resolved bugs and browser compatibility issues. Additionally, I collaborated with developers and designers to ensure… Show more I was responsible for gathering and analyzing functional requirements, designing and developing web applications using Java, HTML, CSS, and JavaScript. My role included creating visually appealing UI pages, developing UML-based diagrams, and writing complex PL/SQL queries for data management on Oracle databases. I worked extensively with JQuery for dynamic content display and resolved bugs and browser compatibility issues. Additionally, I collaborated with developers and designers to ensure accurate implementation and testing of UI designs, and I actively engaged with clients to align project development with their needs. Show less