Responsibilities:

 Implemented technical approaches aligned with ITIL v3 methodologies to enhance functionalities on the ServiceNow
platform.
 Develop detailed technical design documents outlining application architecture and deployment strategies.
 Manage end-to-end web application lifecycle within ServiceNow, including maintenance, testing, debugging, deployment,
and enhancement of functionalities.
 Implement and administer IT Service Management (ITSM) processes such as Incident, Problem, and Change Management.
 Oversee the creation and maintenance of Service Catalog and Configuration Management Database (CMDB) entries.
 Drive application development, configuring modules, tables, and columns to meet specified requirements.
 Automate change management workflows and optimize incident management through Automation Catalog Items and
workflow design.
 Lead Service Catalog development, designing new catalog items and workflows to improve user experience and service
delivery.
 Configure and monitor Service Level Agreements (SLAs) to ensure service standards and optimize performance.
 Spearhead Technical Specification Documentation for migration projects, facilitating transitions from legacy systems to
ServiceNow.
 Manage integration with third-party tools like Altiris and LDAP, overseeing data import processes into the CMDB.
 Involved in LDAP integration efforts with ServiceNow for efficient user and group management, ensuring streamlined
authentication and access control.
 Develop and customize Record Producers, Order Guides, Catalog Client Scripts, and Workflows to automate service delivery
processes.
 Manage migration efforts between ServiceNow environments using update sets and import sets to maintain data integrity.
 Participate in version upgrades and patch management for ServiceNow instances, ensuring operational continuity and
compliance.
 Develop UI pages using HTML, Jelly scripting, and Angular JS for the Employee Self-Service (ESS) portal, enhancing user
interaction and engagement.
 Implement REST API integrations for data exchange with external systems, utilizing JSON and XML parsers to ensure data
accuracy and integrity.

Environment: ServiceNow, Incident Management, Change Management, Problem Management, Knowledge Management,
Service Catalog, Reporting, Business Rules, Client Scripts, UI Policies, REST APIs, SOAP APIs, AngularJS, JavaScript, HTML,
CSS, XML, ITIL v3.

Responsibilities:
 Implemented, customized, and maintained ITIL modules including Incident, Change, Problem, Knowledge, and Survey
Management in ServiceNow Helsinki and Kingston versions.
 Configured Business Rules, Client Scripts, and UI Policies to optimize system functionality and enhance user experience
within ServiceNow.
 Collaborated with ServiceNow partner teams to implement IT Service Management (ITSM) best practices, ensuring
alignment with industry standards and organizational needs.
 Administered and maintained the ServiceNow instance, including configuration of users, groups, sites, locations, Support
Groups, assignment rules, CI data, SLAs, and other system elements.
 Configured event management through setting up connector instances and definitions (ITOM), enhancing operational
efficiency and incident response capabilities.
 Utilized Script Includes, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, and Access Control Lists to
design, develop, and implement new features and functionalities.
 Managed MID Servers, performed connection verifications, and oversaw ServiceNow Discovery processes, including
troubleshooting and generating reports to optimize system performance.
 Established and managed Service Level Objectives (SLOs) in ServiceNow for incident, problem, and change management
processes, ensuring service performance targets were met.
 Installed and customized Service Portfolio Management (SPM) module in ServiceNow, aligning IT services with
organizational objectives, and provided training and documentation to support teams and end users.
 Conducted training sessions and developed training materials for HR employees and end users on ServiceNow HR Service
Delivery (HRSD), facilitating efficient use of HR processes and tools.
  Integrated ServiceNow Demand Management with SPM to prioritize services and resources effectively, aligning with
corporate objectives and improving service delivery.
 Developed Workflow processes and Service Catalog Items across various categories, ensuring streamlined service request
processes and enhancing user satisfaction.
 Implemented synchronization between outbound and inbound REST integrations with internal and external applications,
facilitating seamless data exchange and integration.
 Managed Service-Now Tool administration, including maintaining relationships between configuration items and business
services, and integrating Intune and AirWatch with ServiceNow CMDB for comprehensive IT asset management.

Environment: ServiceNow, HR Service Delivery (HRSD), Service Catalog, User Administration, Integration with Salesforce,
Performance Analytics, Performance Reporting, Business Rules, UI Policies, JavaScript, AngularJS, AJAX, HTML, CSS.

Responsibilities:
 Spearheaded implementation and administration of IT Service Management (ITSM) processes, focusing on Incident,
Change, Problem Management, Service Catalog, and CMDB in ServiceNow.
 Orchestrated end-to-end ServiceNow solution implementations, enhancing Service Catalog, Dashboards, and Incident
Management using Business Rules, UI Policies, and Access Control Lists.
 Managed ServiceNow modules including Incident, Change, Problem Management, Service Catalog, User Administration,
and Reporting, ensuring alignment with ITIL best practices.
 Designed and developed Employee Self-Service portal, Service Catalog Order guide, and Knowledge base using JavaScript,
AngularJS, HTML, CSS, and AJAX for dynamic functionalities.
 Collaborated with vendors for ServiceNow Instance monitoring, user access management, and environment scheduling,
integrating external systems like Salesforce for enhanced operational efficiency.
 Implemented Change Management protocols and role-based access controls (RBAC) to enforce security measures and
compliance standards across ServiceNow instances.
 Developed and configured ITBM - Application Portfolio Management (APM) features to optimize resource allocation and
portfolio management within ServiceNow.
 Conducted data migration, developed transform scripts and maps, and created specialized reports for request fulfillment,
incident management, and change management using Performance Analytics and Reporting tools.
 Participated in all stages of the Software Development Life Cycle (SDLC), collaborating with cross-functional teams to
ensure successful project delivery and adherence to business requirements.

Environment: ServiceNow, Incident Management, Change Management, Problem Management, Service Catalog,
Configuration Management Database (CMDB), ServiceNow GRC, ITBM - APM, PowerShell scripting, JavaScript, AngularJS,
HTML, CSS, XML.