BMC Remedy to ServiceNow Transition

• Hands on experience in analyzing, designing, developing, and managing ServiceNow applications.• Developed number of codes and test technical solutions for ServiceNow implementations.• Worked on Madrid which is the latest release and discovered ServiceNow upgrades.• Interface extensively with all areas of the organization including Operations and Development.• Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.• Created the service page before the out of the box page was introduced, using the assessments table.• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.• Performs core configuration tasks including system policies, business rules and client scripts.• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.• Worked with Complex workflows in Service Catalog for interaction with Third Party Sources. • Developed background scripts to streamline the data how the records should be populated for the table.

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now. • Development of Service catalog - catalog items, designing workflows and execution plans.• Excellent knowledge on code migration between various ServiceNow environments using Update Sets. • Worked with SCRUM Master on the implementation process.• Worked on loading the data into Service Now using import sets, extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies. • Involved in redesigning the workflows using Service Now workflow editor

• Extensively worked with AR System object like Forms, Active Links, Active Link Guides, Filters, Filter Guides, Escalations and Menus. • Involved in support processes including the ability to submit, monitor, and manage help desk cases, change requests.• Migrated Remedy workflow objects and data using Remedy Migrator tool between different servers.