United States
. Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change and Service Catalog in ServiceNow. . Extensively created the reports by using custom charts and made them displayed on dashboards and homepages. . Configured Inbound actions, created Notifications and made use of Email Scripts. . Configured UI macro to display the appropriate data on the Request item form after catalog item submission. . Configured Business rules, Filters, UI & Data policies specific to each domain. . Responsible for the Service Now tool administration module and creation of new Groups, Roles. . Implemented a new feature for “Email Clients” and embedded it into the Requested Items form. This helped agents to communicate with the customers with the given Reply, Reply All and Forward UI actions and respond back with Ease. . Integrated ServiceNow with Twilio to send SMS notification directly from the platform to work with different requirements. . Created multiple email notifications and support business rules to automate the access removal of inactive users. . Developed Custom Applications and Service Catalogs along with backend workflows for Business Service Offerings. . Configuration of ServiceNow modules, Applications, Forms, Email Notifications, SLA for priority tickets, etc. . Worked on Service Portal designing different applications for multiple clients, created new widgets & pages accordingly.
. Involved in Implementation of ServiceNow ITSM modules Incident Management, Problem Management, Change Management, Asset Management, Service-Catalog. . Performed day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool. . Configured Incident, Problem, change forms using Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions. . Create Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows. . Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams. . Worked on setting up Discovery and mid servers. .Built Service Catalogs, Catalog categories and Record producers according to end user requirements. .Configured a Display Business Rule, to update a value of a field in an Incident table on a List view of the table. . Designed workflows and executed scripts between the workflow and implemented them. . Importing Bulk data to the ServiceNow instance using transform map. . Creating update sets and moving from one instance to another for testing. . Used Transform maps to import Data to Configuration Management. . Experience on managing the data with Tables, CMDB, Import Sets, and Update Sets. . Build KPI Dashboards with Performance Analytics to dynamically reduce the resolving time of security incidents.
. Experience Working on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, Service Portal, User Administration. . Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules. . Experience writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs. . Created complex workflows and modified the existing workflows with no impact on the current structure. . Worked on Integrations with third party applications and data sources. . Experienced in creating various custom application in compliance with the service catalog.. Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
. Experience in Installing, configuring, modifying, maintaining, or administer applications, networks, databases, and other systems for ServiceNow and other assigned applications, or coordinate the resources needed to execute these tasks. . Experienced in using and Administration of common platform applications: Knowledge Base, Service Catalog, re, SLA's, Reporting . Implemented different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound SOAP and REST web services. . Core Application Administration: Policies & Interactions, Application Security, Events and Notifications. . Managed client scripts, UI policies, UI actions and Data policies. . Moved data in and out of an instance using import sets and transform maps and also auto import of data into service now. . Worked on LDAP, Initial Data Loads, Import Sets, automated integrations, and address exceptions.