Worked on generating UI Policies, Business Rules, Script includes, UI actions, Client scripts, Data policies, Validation form and table level scripts using Java Script and Glide Systems. Worked on Service Mapping to visualize application dependencies and relationships, improving change management and ensuring faster resolution of service issues.Created Dashboard and reports to provide visibility into CMDB data.Designed and implemented robust Access Control Lists (ACLs) to ensure data security. Worked on automating business processes to improve efficiency and reduce manual tasks to enhance overall service delivery.Customized the HR service delivery (HRSD) with pre-defined services like benefits, payroll, and employee relations.Worked on design, development, and support of solutions on the ServiceNow platform, including strong expertise in Vulnerability Response, Governance, Risk, and Compliance (GRC), and Information Risk Management (IRM).Managed SLAs in organizations to improve service delivery, maintain high levels of customer satisfaction and drive continuous improvement in their ITSM practices.Expertise in FSO, including work order management, dispatching, and real-time tracking to optimize financial service deliveryDesigned various Service Catalog items using designer and Record Producers and defining workflows for the catalog items, approvals and dynamic tasks in ServiceNow.Integrated SLO with IT Service Management (ITSM) modules to enhance visibility into supplier-related incidents, requests, and approvals, ensuring smooth alignment between suppliers and internal teams.Collaborated with ITSM teams to integrate GRC processes with Incident, Problem, and Change Management, ensuring comprehensive risk assessment and mitigation strategies are applied to IT operations and service management.Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.

Managed the complete SDLC for custom apps, including requirements gathering, design, development, and code reviews.Developed ITOM workflows for event management and integrated with incident response, cutting manual intervention by 20%.Configured GRC processes for policy, compliance, and risk management to ensure regulatory alignment.Customized Service Portal features, enabling customer self-service with knowledge articles and service catalogs.Integrated FSO with ITSM modules for seamless coordination between field teams and back-office support.Automated IT asset management using the ITAM module and ensured accurate asset discovery in the CMDB.Designed scripts and business rules to meet complex business requirements within the SPM framework.

Customized workflows and processes for 5G network service management and incident resolution.Managed ITOM processes for proactive monitoring, integrating event management with telecom-specific workflows.Developed client-side and server-side scripts, including business rules and UI policies, to automate processes.Automated IT asset discovery, maintained accurate CMDB records, and configured role-based access controls.Implemented CSM integrations with external CRM systems, providing a unified view of customer interactions.Configured email notifications, event-driven alerts, and service catalog items to streamline user support.

Developed custom solutions to improve ITSM processes, including incident, change, and service request workflows.Managed data load, transform maps, and integrations using REST and SOAP APIs.Created custom reports, dashboards, and optimized the End User Self-Service Portal (ESS) for better user experience.Handled update set migrations between environments to ensure smooth deployment of changes.

Worked on modules like Incident, Change and Problem managements.Good experience with IT service management (ITSM) process along with maintenance of Service Level agreements (SLA) and monitor SLA workflow.Worked on Incident management for logging, tracking, and resolving IT service-related incidents and requests.Used ServiceNow to handle and track tickets and issues.I have provided first-level customer support to users via phone, email, or chat.Successfully implemented on trouble shooting for diagnosing technical issues and guiding users through solutions.Responsible for maintaining records of issues and solutions in a knowledge base.Keeping users notified about the status and progress of their issues.Maintained and ensured service level agreements (SLAs) are met.Generating and analyzing reports on IT service performance.Managing user access and permissions to various IT systems.Regularly monitoring systems for performance and security issues.