ServiceNow Developer

1/2019 – 7/2022

• Responsible in deploying and driving the Service Now platform and portal Management related Implementations
• Led Service Now customizations (using Business Rules, Glide Record Operations, UI policies, Data Policies, UI Scripts, workflow administration, data imports and exports.)
• Manage and maintaining the customer Enhancement / Change requests as per Service Now SLA.
• Led and implemented the release management activities of various instances
• Driving various Integrations tasks to support ServiceNow implementations using tools / services like JIRA, SOAP / RESTful web services, Active Directory for SSO, Google Custom Search Integration.
• Led various teams including business to create and modify Service Catalogs for new Items, process flows and workflow designs.
• Using Flow designer configured flows to manage Incident, change, and problem management.
• Utilized various data sources and Service now tables of different formats to deliver the project
• Monitor project deliverables and objectives in collaboration with Senior Management Team

IT Service Management (ITSM), ITIL, Servicenow

12/2015 – 12/2016

• ITIL Process Owner for Incident, Problem Management, and Change Management. Created and implemented formal SLAs, resulting in reduced response times and increased incident resolution
• Best practices - assess new needs; maintain and update existing documents; ensure checklists are being used when appropriate.
• Build and maintain business relationships with clients, vendors, and end-users
• Developed project schedules, and coordinated project status meetings, in all phases of the software development lifecycle.
• Formulating operational improvements and preventive measures and coordinating, them with customers and IT service providers.

Consultant

12/2014 – 12/2016

• Chaired meetings in alignment with the PAC processes including change/emergency change advisory board (CAB), Critical Incident Report (CIR), Problem and Release management
• Managed End-user requirements and Business rules based on BRD documentation and worked closely with tech leads and Business analysts to understand the current Service Now system.
• Maintain and Monitor Service Level Agreement (SLA) workflow. Created various workflows for Incident Management, Change Management, Service Requests, and SLAs.
• Created Knowledge Articles to document the steps in creating the catalog items.
• Worked in Creating Users, Roles, and Groups and loading the data to Service Now objects using Import Sets on a daily, Weekly, and Monthly basis.
• Run monthly reports and SLA KPIs and present them to senior management
• Worked on Update sets, UI scripts, and Notifications as part of customizing SNOW.
• Developed Service Catalog, which includes creating new, catalog Items and workflows.
• Integrations with SOAP Web services, Restful API, and Active Directory for SSO using SAML 2.0.

Consultant

12/2009 – 12/2024

• Worked as Change Manager who is responsible for the review, Communication, and Coordination of changes.
• Ensure Change management methodology is adopted in all IT initiatives, attend enterprise CAB meetings to review and approve/disapprove changes.
• Developed and implemented Service Level Agreements and Operational Level Agreements.
• Developed project schedules, coordinated project status meetings, and managed resources in all phases of the software development lifecycle.
• Conducted daily reviews on Incident resolution and Service request tickets to ensure timely and efficient resolution.
• Developed and implemented Standard Operating Procedures establishing policies for Incident Management, Service Request fulfillment, and Service Desk Operations.
• Schedule and distribute service tickets among service consultants.
• Conducted training sessions on processes and tools involved.

Consultant

12/2009 – 12/2009

• Manage incident and Problem management.
• Assists the Service Level Management Global Process Owner in driving cost optimization for the process.
• Assists the Service Level Management Global Process Owner in standardization to enable offshore targets.
• Actively coordinating & participating in team meetings.
• Developed and implemented Service Level Agreements and Operational Level Agreements.
• Run monthly reports and SLA KPIs and present them to senior management.

Mobile Software Engineer

9/2007 – 6/2009

• Developing and Debugging J2EE applications.
• Provided support to Development, Testing/QA, and Staging environment.
• Assisted in the development and design of Remedy for incident, problem, and project tracking.

Consultant