Thanooj Krishna Kumar Narikimilly

• Having around 4 years of professional IT Experience as ServiceNow Developer & Administrator.

• Direct hands on experience on various IT Services of Service-Now tools like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management.

• I have extensive work experience on implementing and developing core IT Service ManagementProcesses.

• Designed and implemented Employee Service Center (ESC) portal to enhance employee experience with intuitive HR service access and knowledge articles.

• Worked on HR lifecycle events such as onboarding, off boarding, and employee transitions using Flow Designer and Lifecycle Event configurations.

• Worked extensively on ServiceNow HR Service Delivery within the ServiceNow, implementing and managing HR Case Management including case creation, assignment rules, and case templates to streamline HR request handling.

• Configured and customized HR Services, HR Catalog Items, and HR Case Categories to automate HR processes and improve employeeself-service experience.

• Developed and customized HR Service Portal pages, widgets, and catalog forms to provide a user-friendly interface for employees to raise and track HR requests.

• Implemented HR Criteria and COE security to control accessto sensitive HR data and ensure proper role-based access for HR cases and employee information.

• Created and maintained Flow Designer flows, Business Rules, and Script Includes to automate HR case workflows and improve operational efficiency.

• Worked on integrations between HRSD and other modules such as ITSM and external systems using REST/SOAP APIsto enable seamless data exchange and process automation.

• Implemented Common Service Data Model (CSDM) framework to align CMDB data with business services and improve service visibility.

• Worked on CI lifecycle management including onboarding, maintenance, and retirement of Configuration Items, ensuring data accuracy and compliance with ITIL standards.

• Worked on Configuration Management Databaseimplementation and maintenance, managing Configuration Items (CIs) such as servers, applications, and databases to maintain accurate infrastructure data.

• Configured and maintained CI Classes, Relationships, and Identification Rules to ensure proper CI identification and relationship mapping within the CMDB.

• Worked with Discovery and Service Mappingto automatically identify infrastructure components and update configuration items in the CMDB.

• Implemented Data Management processesincluding CI reconciliation, normalization, and deduplication to maintain CMDB data quality and accuracy.

• Configured Business Rules, Client Scripts, and Script Includes to automate CMDB processes and enforce data integrity.

• Supported ITSM modules like Incident, Change, and Problem Management by integrating them with CMDB to enable impact analysis and better service management.

• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.

• I have experience in Incident Management, Problem Management, Change Management, Service Request Management, Service Catalog and SLA.

• I have Worked with Import and Update Sets.

• Experience on Glide and Java Script, HTML, XML, AJAX.

• Experience on creation and customization of complex Workflows, custom workflow and Flow designer activities.

• I have Experience working with Email Notifications, Business Rules, Client Scripts and Server side scripting, Access Control Lists.

• Extensive work experience on UI Policies, UI Scripts, UI Actions and Scripts Includes.

• I have Knowledge on Transform Maps, Data Sources and different Transform Scripts for data loads and Management.

• Worked with Import Sets and Transform Maps in Service Now to load complex data into the custom tables being used as Staging environment.

• Experience on Creating update sets and moving from one instance to another instance for testing.

• Hands On Experience On Scripting .

• Hands on experience Working with Schedule jobs to manage business needs and handle background work.

• I have experience Using ACL’s for providing field level security and table level security.

• I have Experience with implementing configurable SLA Management.

• I have Created ServiceNow Reports and Dashboards.

• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.

• Exposure to all stages of Software Development Life Cycle, well Versed with all the Testing Concepts and Methodologies.

• Exposure Service Now integration using SOAP, REST web services, Import Sets & transform maps, BR scripts .

 Analyzed data trends to support strategic decision-making process.

 Collaborated with cross-functional teams to enhance project outcomes and strategies.

 Streamlined reporting processes to improve efficiency and accuracy of analytics.

 Collaborated with IT teams on new tools and technologies.

 Led meetings with stakeholders to discuss objectives and budgets.

 Drafted documents that outlined processes, procedures and best practices.

Analyzed and tracked data to prepare forecasts and identify trends.