Name: Arthi Priya

Email: arthipriyar2@gmail.com
Phone no: (919)-765-6926
Sr. ServiceNow Developer

SUMMARY:
 Around 9+ years of experience as an IT Professional in IT Service Management (ITSM), which includes experience
as a ServiceNow Developer and Administrator with extensive experience on technical implementation of various
ServiceNow ITSM Modules.
 Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based
and REST based) in ServiceNow.
 Deep Understanding of ITIL Management System with hands on experience on ServiceNow administration i.e.,
incident reporting, problem management, Service Catalog request, Web Services integration.
 Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
 Involved in reviewing the requirements and designing of the workflows in ServiceNow.
 Knowledge on the tools Jira, Confluence, Azure DevOps, VSTS, MS Project, SharePoint, Slack and Trello.
 Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow
ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing
consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
 Worked with process owners and business stakeholders to translate business requirements into functional
requirements within ServiceNow.
 Experience in working with different modules in ITSM, ITOM, ITBM
 Experience with Integration Hub and extensively used Flow designer to leverage spokes.
 Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
 Worked on LDAP integrations.
 Configure Azure cloud service for end point deployment.
 Experience in SAP and Agile Project Implementation Methodology.
 Expert in integrations using REST and SOAP APIs also designed moving attachments through Restful Web
Services
 Wide range of Implementation experience with many global Clients in the ServiceNow suite development
including SOAP/REST integrations, Discovery, Service catalogs, Business Rules, Update sets and Workflow.
 Functional Knowledge and implementation experience of ITSM Framework.
 Experience on creating reports and e - mail notifications Experience working on SaaS (Software as a Service)
based tools (ServiceNow), with focus on implementing ITIL processes.
 Worked on an Agile (Scrum, Kanban) Development Team to deliver regular updates to business team and project
managers.
 Ability to collaborate with cross-functional teams, including IT, development, and business units, to align ITOM
initiatives with organizational goals.
 Expertise in importing and exporting of data in ServiceNow.
 Update Set Migration from one environment to another environment using schedule jobs and Rest API with
same domain and version.
 In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM)
and Application Portfolio Management (APM)
 Created various Workflows for process applications for Incident Management, Change Management, Problem
Management Service Requests and SLA's.
 Expertise on Creation of Workflows and Flow designers for Service catalog items in ServiceNow.
 Experience in working in the AGILE and Waterfall environments on various projects.
 ServiceNow Analyst with experience on implementing end-to-end Service Catalog, Incident Management,
Change Management, Knowledge Management and Release Management.
 Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow -
Web service integration with third party applications, BMC Remedy and Tally.
 Worked on REST and SOAP Integration. Worked on integration with SM9 and Remedy and JIRA with ServiceNow.
 Experience in HRSD, ITBM, ITSM, Flow designer and integrations.
 Configuring the Applications (Authoritative and Non-Authoritative) using Active Directory, Flat file, JDBC, LDAP,
ServiceNow and Azure Active Directory connectors to load the Identity Cubes.
 Experience in all modules of ITAM Discovery, Orchestration, Service Mapping, Event Management.
 Experience developing ServiceNow applications from business requirements and technical design documents.
 Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
 Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
 Experience in Client Script/Calling server-side code using Glide Ajax in Client Script.
 Strong debugging skills on People Code, SQRs, App Engine, Component Interface, Integration Broker Web
services, AWE
 In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM)
and Application Portfolio Management (APM).
 Highly knowledgeable of ITSM Business process framework with strong documentation skills, experience
working in internet/web environments.
 Customized Scripting on Service Catalog/Email Template/Workflow script.
 Experience in Design, manage and analyse CMDB (Configuration Management) configuration items and its
integrations like Infoblox, Equip Band SCCM.
 Integration experience with various asset management applications like SCCM, JAMF, INTUNE, CROWDSTRIKE
and other.
 Write, edit and analyze Basic scripting by utilizing VBScripts and WYSE for various automated functions
 Leading ServiceNow platform solutions including ITSM, GRC, SecOps, and Asset Management spaces
 Expertise in scripting using JavaScript and Discovery in ServiceNow as well as experience in creating reports and
e - mail notifications.
 Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL
processes.
 Excellent presentation skill and with experience in conducting ITSM functional workshops.
 Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets.
 Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of
protocols: SOAP API’s and REST API’s.
 Worked on Integration between ServiceNow and Peoplesoft to get the HR feeds.
 Successfully managed implementations for employee self-service (ESS) portal, HR case management, Asset and
work.
 Led a team of SAP FICO professionals through technology lifecycle, including requirements system design,
configuration and testing
 Hands on ServiceNow configuration functionality to create HR module for On-boarding, benefit, Order Guide and
compensations.
 Configured and Involved in the Service Mapping, Service Watch Modules HR Case Management.
 Gained experience in Environment: HTML, CSS, JavaScript, Glide Script.
 Performed day to day administration of the ServiceNow system, including making approved changes to process
and workflows in ITSM, APM, PPM, HRSD, CSM, ITOM, and GRC modules
 Certifications:

 Service now CAD certified

 Service now SAC certified

TECHNICAL SKILLS:

ServiceNow Modules:
Incident Management, Change Management, Problem Management,
Service Catalog, ITOM, Service Level Management, CMDB, On-Call
scheduling, Data Loading, Knowledgebase, and UI Marco.
ServiceNow Integrations: LDAP, ADFS, JIRA, Rest, Soap.
ServiceNow Versions: Helsinki/Istanbul/Jakarta/Kingston
Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio.
Programming & Scripting HTML, CSS, JavaScript, jQuery, AngularJS, Bootstrap, AJAX, JSON, Jelly
Languages: Script, XML, VB Script and SQL, Azure.
Web/Application Server: Tomcat Web Server, MID Server, Web Sphere, IBM
IDE: Eclipse, Net Beans, TOAD.
Databases: MySQL, SQL, PL/SQL, DB2, MS Access.
Project Management/ reporting MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool.
Tools:
Object Modelling SDLC, Waterfall, Agile Methodology, Prototype model.
Software Process:

PROFESSIONAL EXPERIENCE:

Client: Ahead, Cary, NC Nov 2021 – Present

Role: Sr. ServiceNow Developer

Responsibilities:

 Create various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that
require modification of UI Pages/Macros.
 Worked with the Business, Operations, and Engineering stakeholders to define the functional integration and
end-2-end test cases for the CRM project.
 Communicating with end users, identifying their difficulties and changing the applications as per their
requirements.
 Built and configured Service Catalog Items for Onboarding/Retiring Business Application and Business Services
within CMDB.
 Experience in creating CI/CD pipeline using Azure DevOps, Jenkins, Code Pipeline to provide continuous Delivery.
 Collaborated effectively with cross-functional teams, including developers and product managers, to implement
UI/UX designs in ServiceNow projects.
 Worked on Service Now Modules Configuring Incident, Problem, Change, and Configuration Management,
Service Catalog, Service Portal, Human Resource, and Custom Applications. Custom integration with Rest APIs.
 Created Workflows, Sub flows and Tables on Helsinki, Geneva, Fuji and Eureka. Managed inbound and outbound
notifications in Helsinki Geneva, Fuji and Eureka.
 Manage end user portal and create dynamic, static blocks for the content management system.
 Preparing Implementation Plan for every release in ServiceNow and providing Walkthrough to the entire team to
execute the steps.
 Performed an end-to-end ServiceNow Password Reset AD Orchestration by integrating Active Directory with
ServiceNow via out of the box Password Reset application & Flow Designer.
 Set up Data Modeling module to map application to CMDB tables
 Worked as SAP contributing at both strategic and technical levels, focusing on SAP GL/AP/AR and FSCM
Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service
Watch/Service Mapping.
 Successfully integrated ServiceNow with Azure services like Azure Active Directory, Azure DevOps, and Azure
Monitor to optimize IT operations and streamline workflows.
 Experience with the Integrated Development Environments like Eclipse, Net Beans.
 Implemented custom wizards, workflows, views, profiles for ITAM processes to track lifecycle of hardware,
software & facility assets.
 Responsible for participating in the support of the processes, tools, and methodologies to drive consistent IT
Software Asset Management (SAM).
 Configured WYSE Terminals to provide thin client solution to Business users.
 Experience in Installing and configuring Azure Active Directory, creating users, groups and Troubleshooting Azure
AD.
 Provided broad functional knowledge of key SAP FICO business modules to clients.
 Expertise in implementing knowledge management processes within ServiceNow CSM.
 Have also worked with Financial Modeling and Budgeting in ITBM module.
 Used SAM programming to control inventory through accurate databases
 Working on ITBM- Application Portfolio Management (APM).
 Intune Device Enrollment, JAMF Device enrollment, Configuring system and recovery of data.
 Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident
Management, Problem Management, Change Management, Asset Management, and Service Catalogs.
Developing integrations both inbound and outbound. SOAP & REST.
 Worked on JIRA integration for change management process using Rest webservices.
 Working on Production Support tickets including SQR, App engine, comp interfaces, BI publisher, People Tools,
People code, Integration Broker and approval workflow engine.
 Provides recommendations and guidance for strategy, design, build, and implementation of ITSM solutions
within the ITIL framework on the Salesforce platform.
 Configuring Integration Web Services with Third Party applications by using SOAP API Web services
 Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change
Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE.
 Used ANT for automated build and deployment on Tomcat.
 Collaborated with cross-functional teams to identify scripting needs, resulting in the creation of user-friendly
automation tools, easing onboarding procedures for new team members.
 Implemented a migration plan for users that are currently using a Wyse Thin Clients
 Supported mission critical application hosted on AWS, Azure and GCP App engines Development.
 Maintain the integrity of Service Mapping tool across Production and Non-Production environments.
 Trained on APM by internal resources and worked on propagating the data from Business Application to
Application Instances, Application Clusters and Application End points.
 Involved in ITSM support for patching management process/skills assessments and gathered requirements for
the migration of all systems from LDAP to Azure Active Directory.\
 Resolving the SQL performance issues using the tools such as SQLT, AWR, SPM
 Worked extensively on Implementation, Customization and Maintenance of CSM modules such as Case
Management, Incident, Problem, Knowledge Management and Customer Service Catalog in Service-Now.
 Built and configured Service Catalog to have Order Guides to request provisioning of Cloud Management/Service
Offerings and populate required APM/CMDB tables.
 Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated
with user interface to ServiceNow
 Develop a thorough understanding of the customer’s requirements and assist the project team in applying
industry best practices and detailed knowledge of ServiceNow to help design optimal solutions that support the
business processes that meet or exceed functional requirements.
 Proficient in configuring and customizing integration solutions for seamless communication and data flow
between ServiceNow and Azure DevOps.
 Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
 Develop Client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
 Responsible for the development and implementation of software projects on the ServiceNow platform while
aligning to best practices established by the internal development team.
 Partnered with infrastructure Discovery and CMDB platform administrators to design and develop required
functionality.
 Led a team of SAP FICO professionals through technology lifecycle, including requirements system design,
configuration and testing
 Expertise on creation of workflows and Flow designer for Service Catalog items in ServiceNow.
 UI Actions and UI pages configuration for aligning it with the ITSM modules like creating
incidents/problems/change requests.
 Provided technical expertise for JIRA Agile and have created and configured Scrum and Kanban boards.
 Integration between ServiceNow Incident and Jira application for Cloud Platform Engineering project.
 Implemented enterprise applications and processes for ITSM, ITAM, Self-Service, SAM, and Discovery.
 Creating Relationships between the different tables and updating the child from parent and maintaining the
synchronization between the related modules.
 Creating business logics and workflows for the best process flow.
 Perform day to day administration of the ServiceNow system, including making approved changes to process and
workflows in ITSM, PPM, CSM, ITOM, and GRC modules.
 Responsible for supporting Project Administration, Agile Board Configuration and User Management. Worked on
creating Kanban boards.
 Partnering with cross functional teams and acting as point of contact between the business stakeholders and
agile team
 Managed ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services,
Applications, Business Services, Routing rules, and Blackout Freeze rules.
 Handle the tasks of Oracle providing guidance to engineering staff on methods, procedures and requirements for
entering Configuration items into the CMDB
 Worked with ServiceNow Event Management by configuring Event Mapping Rules and Event Transform Rules.
 Documented requirements for Discovery and mapping of attributes of devices, applications, and configuration
profiles.
 Worked with client and functional requirements within Service-Now and provided analysis, design and
development of Service-Now trouble ticketing and incident management systems to support the company's
technical operations.
 Configure the GRC SPM tool, Fire Fighter access provisioning & log monitoring through SAP GRC SPM.
 Oversaw data sources to migrate the data from excel sheets to Service-Now through transform maps.
 Created different Parent Categories, Categories, Subcategories, Catalog Items, Variables, Variable sets and all
other necessary things required for implementation.
 Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on
ServiceNow.
 Create use cases/user stories, workflow diagrams, functional requirements, test scripts, and data maps.
 ITOM, ITSM delivery and support for multi-Site.
 Involved in UI development within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3
and applying Business Rules. Used Glide Servlet (Glide System, Glide Record, Glide Form), Glide Ajax for
Asynchronies process, debug Client-Side Script for alert, error and confirm messages, JavaScript Debugging
forging.
 Created groups, roles and security groups to access certain functionalities and customized home page.
 Worked on CMDB and Asset management. Performed Data migration to import data from other applications and
external databases.
 Involved in create Workflow Process for Control and Alert mechanism Process. Applied business rules using
Scripting.
 Involved in PPM enhancements and integrated with various modules.
 Worked on REST API as a third-party application of integration.
 Integration with Azure for user control access.
 Implemented Service Portal and created Widgets from scratch according to process flow.
 Performed Data migration to import data from other application and external databases.
 Closely worked with Business stake holders, accounting teams and HR teams.

Client: First American, Santa Ana, CA Feb 2019 – Oct 2021

Role: Sr. ServiceNow Developer

Responsibilities:

 Created data sources and loaded the ServiceNow tables with different data formats.
 Built forms from scratch along with advance customizations at the level of UIMacros/UI page as per the complex
requirements.
 Created many standard workflows which are being re-used and propagated and handled many custom events.
 Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services,
Application, Business Services and Rules.
 Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access
Control Lists etc. in ITIL/ITSM V3 processes.
 Developed and maintained custom connectors and APIs to establish seamless data communication and
synchronization between ServiceNow and Azure DevOps.
 Setting up Configuration Management from scratch defining the CI classes and their relationships.
 Developed SLA and reporting.
 Managed the New Hires, STD/Leaves, and Termination processes by submitting necessary paperwork and/or
entering accurate information into SAP and ADP
 Assisted in implementations of Security Operations product Suite (Vulnerability Response, Security Incident
Response and Threat Intelligence) by creating ServiceNow entities like playbooks, runbooks, flow designer flow,
business rules, UI actions, UI Policies, Script Includes, flow designer.
 Responsible for end-to-end implementation of PPM, Service Catalog, Service portal and Performance analytics
modules.
 Design and Implementation of service requests through service catalogue in ServiceNow.
 Configured Cloud Management and Service Offerings for a defined set of virtual asset offerings.
 Built and configured Service Catalog to have Order Guides to request provisioning of Cloud Management/Service
Offerings and populate required CMDB tables.
 Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem,
Knowledge, Service Catalog, CMDB in Service-Now
 Leveraged Orchestration and Request Workflow to execute PowerShell, bash scripts or REST based APIs to
automate infrastructure-based requests.
 Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Azure Active Directory
Password Reset (Orchestration) Applications.
 Written script includes and invoked them in Business rules and Client scripts Imported many CI’s using import set
tables.
 Technical implementation of various ServiceNow modules such as Change Management, Incident Management,
Problem Management, Service Catalog, Configuration Management.
 Partnered with infrastructure, ServiceNow, APM, Discovery and CMDB platform administrators to design and
develop required functionality.
 Worked on JAMF Pro Application to configure and automate the Packages on Mac OS.
 Supports implementation and provides requested enhancements to PPM implementation.
 Created a whole different workflow and ACL for the change management process and elevated roles for the
change manager.
 Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an
enhanced view using the Service Portal.
 Implemented ServiceNow ITSM products, including Discovery, Service Mapping, and Active directory.
 Gained experience in ITBM Demand Management and ITBM Resource Management as Well as ITBM financial
Charging.
 Created SLAs and notifications based on the events for different stages of the process in Security incidents,
 Vulnerable Items, Vulnerable Groups, and Security Cases. Aligning the Security Operation modules with GRC for
proper process and policy follow-up and creating assessments for the feedback and process improvement.
 Exported reports from CMDB as per requirement and performing analysis.
 Experienced in installation and managing APM tools (CA APM Introscope, Dynatrace) to monitor the enterprise
applications.
 Led the functional and technical design of the SAP FICO global template
 Configured and maintained Service First Configuration Item Discovery, Service Mapping Discovery and the
Service First Configuration Management Database.
 Implemented Service-Now customization including, but not limited to, Client Scripts, UI Policies, UI Actions,
Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
 Upgraded Onboarding and offboarding in HRSD.
 Experience with various ServiceNow Versions such as Helsinki, Istanbul and Jakarta.
 Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in
troubleshooting Discovery tool.
 Experience in PPM module and created different project portfolios in ServiceNow.
 Contributing SQL knowledge as an ETL tester for the reporting projects held by the Department team.
 Experience with Web Technologies such as HTML, JAVASCRIPT, XML and Web Services.
 Improve development process by leveraging Kanban process improvement methods.
 Experience in handling tables on CMDB and had a profound knowledge and experience on DISCOVERY &
SERVICEWATCH.
 Proficient in using ServiceNow Integration Hub and Azure DevOps REST APIs to automate workflows and
streamline processes.
 Worked on Notifications as part of customizing in ServiceNow.
 Extensive experience with ITAM Discovery, including discovery probes, sensors, and pattern creation.
 On call troubleshooting and error resolution, capturing conversation in notes which will be monitored and
evaluated.
 Experience in JIRA integration with ServiceNow through REST API.
 Worked on service catalog in introducing new Catalog items based on the client’s requirement.
 Experienced with web service integrations like SOAP API, REST API.
 Worked on setting up Azure Active Directory, LDAP and SSO integration.
 Experienced in Development, testing and deployment of enterprise applications on Windows & UNIX platforms
using IDEs such as Eclipse, Rational Application Developer (RAD) and Net Beans.
 Worked on setting up Active Directory, LDAP and SSO integration.
 Understanding with HTML, JavaScript, AJAX, and third-party controls.

Client: Deltek, Herndon, VA Mar 2017 – Jan 2019

Role: ServiceNow Developer/ Administrator

Responsibilities:

 Extensively worked on integration with Azure, provided customers the ability to automatically create a new
project space in Microsoft Azure when they request in ServiceNow.
 Integrated ServiceNow with AWS and provided customers the ability to automatically create a new project space
in Amazon Web Services (AWS) when they request in ServiceNow.
 Created transform maps both automatic field mapping and scripting.
 Created Configuration items (CI), service catalog for service portals.
 Created SLAs and notifications based on the events for different stages of the process in Security incidents,
Vulnerable Items, Vulnerable Groups, and Security Cases. Aligning the Security Operation modules with GRC for
proper process and policy follow-up and creating assessments for the feedback and process improvement.
Planned and executed Windows, Network Discovery through SNOW Discovery.
 Applications and administer the tools and enhanced requests by JavaScript.
 Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy
to use.
 Development of Service catalog - catalog items, designing workflows and execution plans.
 Implemented Knowledge Management v3 in Jakarta which includes Article versioning, subscribing the
knowledge base, and highly convenient usage of knowledge management through Service Portal.
 Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
 Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from
external sources.
 Responsible for customization of Service Catalog, Demand Management, PPM and financial management
application
 Implemented UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
 Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Has been
part of end user self-service portal management.
 Strong knowledge in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset
Management modules with an end-to-end implementation experience.
 Worked on Agile method environment and implemented the changes required by the business owners on a
regular basis.
 Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that
automate and audit business processes to customize the instance as per Business needs.
 Responsible for defining a new IT organization structure to support redefined IT Service Management strategy
involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP,
Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT service
delivery to various business lines. Responsibilities included.
 Created and Maintained foundation data -user Accounts, Approvers, Support Groups, Sites, Production
Categorizations, and Templates.
 Creation of technical, functional specification documents as per the requirements.
Client: Intuit, India Nov2015–Nov2016
Role: ServiceNow Admin/ Developer

Responsibilities:

 Worked on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM)
and asset Management (ITAM), CMDB, Change Management, and Release Management with Knowledge of
Content management.
 Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset
Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
 Familiarity and experience with complex configuration, ITSM Suite, ADDM, Analytics, Dashboards, Tableau
Reports, SQL/Oracle, Java, Windows, and Unix platforms.
 Experienced in analyzing, developing, and automating various ITSM processes including Incident Management,
Change Management, Asset Management, and Service Requests.
 The service we also provide to clients is a semi-managed service for administering their Service desks that have
been implemented. This includes various administration tasks within Service desk software.
 Imported Configuration Items (CI) from third-party applications using import set tables.
 Involved in redesigning the workflows using the ServiceNow workflow editor and making several changes to the
existing workflows.
 Utilized JSON web services to consume and process data from external sources, such as RESTful APIs and
external databases.
 Managed and maintained the BMC Remedy ITSM suite, overseeing incident, problem, change, and asset
management processes
 Supported and created an Access Control rule (ACL).
 Configured and executed client’s scripts/UI policies
 Involved in creating the ad hoc reports in ServiceNow.
 Integrating the Service catalog module with third-party application tools using Web Services and fixing the issues
that come up while the tools are interacting.
 Created new Applications, Modules, and custom tables in ServiceNow.
 Created, monitored, modified, and published service catalog workflows with approvals.
 Worked on integrating ServiceNow with external SOAP and REST-based web services.
 Involved in redesigning the workflows using the ServiceNow workflow editor also involved in the reconciliation
of complicated workflows to simpler forms.
 Refine and manage release management best practices (Update Sets, Information Sets, Cloning, naming
conventions, etc.) for customizations and upgrades to the platform and applications.
 Designed the layout, CSS, and dynamic content for the End User Self-Service Portal design.
 Configuration of Email Notifications and Alerts to notify users about specific activities in the system.
 Support the Core System including integrations/reporting.
 Created data sources and loaded the ServiceNow tables with different data formats.

Client: BNP Paribas, India Aug 2014 – Oct 2015

Role: ServiceNow Administrator

Responsibilities:

 Generating new reports and modifying existing reports in ServiceNow (Dashboards, Drill through reports).
 Experience with relational databases and possess the ability to link data between tables to create efficient SQL
queries and design.
 Review the outage plans and ensure post and pre-outage is successful.
 Exposure to new plugins like incident alert management, orchestration, and structured problem analysis.
 Created various front-end forms, and associated Client Scripts, java scripts, and UI policies, including advanced
customizations that require modification of UI Pages/Macros.
 Creating the UI pages to use them in catalog items, implemented using UI scripts.
 Creating Knowledge articles to document the steps in creating the catalog items.
 Worked on creating users, roles, and groups and Configured LDAP Server and LDAP Listener for updating the
user and group table record.
 Managed all Change Management Information (ServiceNow). Configured multi-level approval workflow for the
change request.
 Customized the widgets in the Service Portal and created login rules for people with no roles and no groups to
be redirected to the portal on login.
 Integrated with Active Directory using LDAP for authentication and loaded users, groups, and roles into
ServiceNow.
 Configured LDAP Server and LDAP Listener for updating the user and group table record.
 Worked on SCCM integration to import data from SCCM to CMDB.
 Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration
Item.
 Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) and asset
Management (ITAM), Change Management, and Release Management with Knowledge of Content management.
 Working knowledge with relational databases like Oracle and SQL.
 Created Reports and scheduler process to send reports to management about incidents, problems, and
application diagnosis report-based control and alert messages using Email Notification.

Education: Bachelors in Computer Science from SRM University in 2013