• Led end-to-end development and customization of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.

• Designed, implemented, and optimized Change Management workflows, approvals, and policies to improve change control and compliance.

• Developed and maintained Service Catalog items, record producers, and automated workflows to streamline service delivery.

• Configured and enhanced IT Asset Management (ITAM) processes, including hardware and software asset lifecycle management.

• Integrated asset data with CMDB to ensure accurate asset-to-CI relationships and lifecycle tracking.

• Designed, populated, and governed CMDB, ensuring data accuracy, completeness, and compliance with best practices.

• Implemented CMDB Health Dashboards, identification and reconciliation rules, and data normalization.

• Worked on Discovery and Service Mapping to automate CI population and maintain infrastructure visibility.

• Created and optimized Business Rules, Client Scripts, UI Policies, Script Includes, and Flow Designer flows.

• Built integrations using REST/SOAP APIs, MID Server, and data sources to synchronize data with external systems.

• Developed reports and dashboards for operational visibility and executive insights.

• Supported platform upgrades, patching, and performance optimization while ensuring minimal business disruption.

• Collaborated with stakeholders, process owners, and cross-functional teams to gather requirements and deliver scalable solutions.

• Participated in Agile/Scrum ceremonies, sprint planning, and backlog refinement.

Partnered with stakeholders to define and deliver ServiceNow requirements.

• Conducted QA testing and managed DEV to TEST to PROD deployments.

• Supported and implemented Change Requests in compliance with ITIL standards.

• Implemented ServiceNow HRSD and GRC applications, configuring HR services and managing system configurations.

• Designed ITAM architectures integrating with financial, HR systems, and ITIL processes.

• Automated software renewal procedures, preventing license lapses and ensuring timely renewals.

• Designed and managed complex workflows in Service Now to streamline HR processes.

• Configured various HR services like payroll, benefits, and career development.

• Implemented Employee Relations Management and Active Directory Orchestration using custom workflows.

• Leveraged Service Now GRC modules to establish an integrated and automated IRM framework.

• Developed and modified scripts for application deployments and system monitoring in Service Now.

• Analyzed workflows to meet client requirements without disrupting existing interfaces and OOTB functionalities.

• Created technical specification documentation and scheduled data cloning and migration from instances.

• Developed Code using Struts framework, following MVC design pattern for database modeling and presentation layer.

• Provided technical insight in designing and supporting ServiceNow based on ITSM/ITAM best practices.

• Configured ServiceNow to integrate with AWS, troubleshooted integration issues, and created new Business Rules.

• Utilized AngularJS directives, factory, service, and filters, and created custom directives for reuse.