5
Years of experience
ServiceNow Specialist with 5 years of experience implementing enterprise solutions across ITSM, CSM, FSM, ITAM, and CMDB. Expert in custom application development, Flow Designer, and establishing robust bi-directional integrations with Active Directory and external tools. Proficient in full-lifecycle platform maintenance, including automated data loads, instance cloning, upgrades, and system governance.
Work History
Sr. Solution Engineer
1 Year 11 Months- Designed and developed end-to-end ServiceNow solutions across ITSM, CSM, ITAM, and CMDB, independently translating business requirements into scalable technical solutions.
- Independently designed and implemented ServiceNow modules and business processes, including data model, forms, workflows/flows, business rules, client-side scripting, security, notifications, integrations, and reporting.
- Developed and maintained complex ServiceNow integrations with Active Directory using Integration Hub, connectors, REST/SOAP, LDAP, PowerShell, and custom scripting to meet specific integration requirements.
- Designed and implemented new flows, sub-flows, and actions to achieve seamless integration between ServiceNow and Active Directory using connectors.
- Modified PowerShell scripts to align with integration requirements, enhancing system compatibility.
- Developed custom Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Catalog Client Scripts, and server-side JavaScript to implement complex business requirements.
- Integrated ServiceNow with Microsoft Teams, custom portal, and various tools including monolith, Zabbix, and Spotlight to enhance overall system connectivity.
- Developed and maintained APIs and data integration processes between ServiceNow and other external systems.
- Followed ServiceNow development and deployment practices using Update Sets and controlled release processes, ensuring changes were properly tested and migrated across environments.
Sr.Programmer Analyst
3 Years- Authored functional and technical specifications documents across multiple ServiceNow modules.
- Supported ITIL module setup, customization, and maintenance for incident, change, problem, release, knowledge, and service catalog process.
- Built service catalog items, workflows, and execution plans for ServiceNow requests.
- Coordinated ServiceNow instance upgrade activities.
- Resolved user access and role issues by reviewing Active Directory and user records.
- Generated reports and scheduled report delivery based on client needs.
- Created scheduled jobs, UI actions, SLAs, ACLs, and related lists.
- Extensively worked on Servicenow CSM modules such as Case, Account, Products, Incident, and Service Request.
- Customized the Change Application to personalize menus and rules based on process requirements.
- Utilized Update sets to manage and track changes made in ServiceNow effectively., UI scripts, Notifications as part of customizing the Service-Now
- Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
- Creating the UI pages to use them in catalog items, implemented using UI scripts.
- Configured Assignment Lookup Rules for Incident Management and case Management.
- Worked on fixing incidents related to Incident, Event, Problem, Change, Configuration and Service Catalog Management.
- Communicated important updates to customers through REST messages.
- Automated the asset import using scheduled jobs and the use or transform maps.
- Established relationships between users and assets, enabling clients to create and access tickets through custom portals.
- Led comprehensive implementation of CSM and ITSM processes across the organization. with end to end process.
- Created new topics, intents, and dialogue flows to address specific business needs, improving self-service capabilities.
- Customized responses and user dialogs with JavaScript and server-side scripting to improve interaction quality and accuracy.
Education
BCA (Bachelor Computer Application)
Skills
ITSM implementation
CSM configuration
ServiceNow architecture
Integration hub
Workflow design
Data integration
Application development
JavaScript scripting
CMDB administration
Problem solving
Timeline
Sr. Solution Engineer
Tata Communications Limited
11.2024 - CurrentRead More
Sr.Programmer Analyst
Avanzens consultancy LLP.
10.2021 - 10.2024Read More
Pune University
BCA (Bachelor Computer Application)
Read More