• Customized ITSM (Incident, Problem, Change, Service Catalog) workflows using JavaScript, Glide API, UI Policies, Business Rules, and client scripts.

• Configured and maintained CMDB with class models, relationships, and data accuracy aligned with Discovery results.

• Implemented ITOM components including Discovery, Event Management, and Service Mapping for improved operational visibility.

• Built and tested REST/SOAP integrations with Azure, SCCM, and third-party monitoring tools to automate data synchronization.

• Developed and enhanced Service Catalog items, Record Producers, and workflows following ITIL best practices.

• Created automation test suites using ATF and validated integrations through Postman and SoapUI.

• Managed release activities using Git/GitHub, version control, update sets, and CI processes with Jenkins.

• Collaborated in Agile/Scrum teams, participating in sprint grooming, daily stand-ups, and UAT support.

• Built custom dashboard reports and improved portal UI using AngularJS, HTML5, CSS3.

• Supported HRSD configurations and integrated HR workflows with ITSM and CMDB where required.

• Implemented post-deployment validations using ATF and Postman to ensure workflow, CMDB, and integration stability after each release.

• Improved incident and event correlation accuracy by fine-tuning Event Management alert rules, CI class mappings, and Discovery schedules.

• Configured and administered ITSM and CMDB modules, including catalog enhancements, change workflows, and CI relationships.

• Designed and scripted integrations using REST/SOAP APIs for Azure services, vendor systems, and internal applications.

• Customized Risk/IRM/Compliance workflows using JavaScript and Glide API, aligning with governance requirements.

• Built custom scoped app UI components using AngularJS, HTML5, and CSS3, improving usability and accessibility.

• Created and executed functional test suites using ATF, Postman, and Selenium for workflow and API validation.

• Logged, tracked, and resolved defects using JIRA and ServiceNow Test Management.

• Supported FSM and HRSD enhancements by creating scripted automation, catalog forms, and notification rules.

• Participated in Agile ceremonies and ITIL-aligned process discussions, contributing to continuous improvement initiatives.

• Managed update sets, promotion activities, and version control through Git & GitHub.

• Enhanced Service Portal performance by optimizing client scripts, UI Policies, and AngularJS widgets, reducing page load issues.

• Strengthened integration reliability by adding error-handling logic in REST/SOAP scripts and validating payloads using Postman and JMeter.

• Developed ITSM configurations, including Incident, Problem, Change, Service Catalog, and Request workflows.

• Performed daily administration: user/role management, CMDB updates, import sets, transform maps, notifications, and ACL configurations.

• Customized UI using JavaScript, Glide API, AngularJS, HTML5, and CSS3.

• Created Service Catalog items with supporting workflow automation and ITIL-aligned approval models.

• Built and tested integrations using REST/SOAP and maintained LDAP authentication flows.

• Conducted module testing using ATF and SoapUI, documented defects, and tracked them in JIRA.

• Supported Discovery, Event Management, and CMDB enrichment under the ITOM framework.

• Participated in Agile project cycles, sprint reviews, and deployment readiness activities using update sets and Git.

• Created detailed test cases, regression scripts, and defect logs using ServiceNow Test Management and JIRA to support multiple release cycles.

• Improved CMDB data quality by building transform map scripts and reconciliation rules, ensuring accurate CI relationships after imports.