Professional Summary: • Overall 7 years of professional IT experience with 5+ years of experience on ITSM applications. • Experience working on ServiceNow as Administrator and Developer in different domains. • Extensive experience in technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CSM, FSM, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications, and Integrations. • Implementation of ITSM modules in ServiceNow using ITIL framework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of Service Now. • Extensive experience in customizing ITSM platforms to meet specific organizational needs, resulting in improved service delivery. • Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using JavaScript and Glide System. • Successfully utilized ServiceNow Customer Service Management (CSM) to enhance customer satisfaction. • Managed the entire customer lifecycle within ServiceNow CSM, from initial onboarding to post-sale support and engagement. • Developed and implemented the Field Service Management (FSM) module in ServiceNow to automate and streamline field service management processes. • Experience with customizing and configuring Now Agent mobile App to enable field service technicians to manage and resolve service requests on-the-go. • Strong expertise in customizing and optimizing HR workflows, ensuring compliance with HR policies and industry best practices, and leveraging automation to drive process efficiency and reduce manual intervention. • Experience in configuring the HRSD module, including case management, knowledge base development, and self-service portals. • Extensive experience in creating and maintaining Access Control Rules(ACL) for securing and providing the right access to role-based applications. • Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions. • Experience in Configuring existing workflows and creation of new flows using ServiceNow visual tool i.e., Flow Designer. • Designing of various Service Catalog items using Flow Designer and Record Producers and Defining workflows/flows for the Catalog items, Approvals and Dynamic tasks in ServiceNow • Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow. • Development of Service Portal for all ESS users using UI Pages, UI Macros, Dynamic Blocks, HTML, CSS, JavaScript, and Bootstrap. • Expertise in doing CMDB bulk data loading using transform maps and transform scripts. • Proficient in integrating ITSM tools/platform with other systems, enabling seamless data exchange and automation. • Worked on integration of ServiceNow with External Authentication systems LDAP and SSO. • Proficient in using update sets and import sets for seamless migration between different ServiceNow environments, ensuring that new functionalities and configurations are accurately transferred while avoiding any system downtime or data loss. • Skilled in managing update sets, including batching up sets and applying changes between instances to ensure consistent configuration and development across environments. • Collaborated with internal and external audit teams to provide evidence of ITSM practice effectiveness, ensured compliance with controls, and initiated remediation actions, including action plan development when necessary. • Enabled the governance of ITSM practices to ensure precision and adherence to defined procedures, contributing to efficient and compliant ITIL processes. • Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes. Implementation and Enhancement of project • Experience working with Waterfall, Agile, kanban and Scrum methodologies. • Experience in web development and application development using HTML, JavaScript, CSS, J2EE. • Very Good organizational, communication and documentation skills. • Ability to work independently and as part of a group.