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Candidate's Name (CSA)Sr. ServiceNow DeveloperUS Citizen
PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL SUMMARYA highly skilled ServiceNow Developer with 6 years of experience in designing and implementing solutions across ITSM, ITOM, CSM, HRSD, and PPM. Expert in crafting workflows, automating processes, and integrating third-party systems, including AWS, Workday, JIRA, and SCCM. Proficient in managing the CMDB, ServiceNow upgrades, and collaborating in Agile/Scrum environments. Known for delivering impactful results through advanced scripting, out-of-the-box configurations, and leveraging Generative AI and AIOps to drive innovation and efficiency.SOFT SKILLS Project Management Communication Critical Thinking Conflict Resolution Problem Solving Decision Making Leadership Attention to Details TeamworkTECHNICAL SKILLS Platform Orchestration using HRSD, ITOM, ITAM, ITSM Scripting with JavaScript, Glide-Scripts, Client/Server callable Scripts Integrations using Integration Hub and REST/SOAP APIs Automated Testing Framework (ATF), App Engine Studio Enablement of DevOps, AIOps, SecOps and Generative AI JSON, ANGULAR JS, AJAX, NODE.JS, SQL, JDBC, LDAP, SSO, Auth 2.0EDUCATION & CERTIFICATIONS Bachelors of Computer Science Certified System Administrator (CSA) ServiceNow ITSM Fundamentals (SIF) Integration Hub Fundamentals Micro-Certification
PROFESSIONAL EXPERIENCESr. ServiceNow Developer | CRI Advantage March 2022- September 2024 Served as a liaison between technical teams and business stakeholders, translating complex technical concepts into understandable business terms. Facilitated training sessions and knowledge transfer for ServiceNow users across different departments to ensure effective platform utilization. Worked cross-functionally with teams including IT, HR, Security, and Customer Support to design and implement ServiceNow solutions that meet their unique needs. Ensured all configurations, scripts, and workflows are thoroughly tested and reviewed to minimize errors and downtime during production deployments. Built and customized ITSM modules, including Incident, Change, Problem, and Request Management, with a focus on automating routine tasks and minimizing manual touchpoints. Led ServiceNow upgrades and patches, ensuring minimal disruption and thorough testing of custom scripts and applications. Developed performance analytics and reporting dashboards to monitor service performance, trends, and SLA adherence. Implemented and customized Security Incident Response and Vulnerability Response modules to enhance the organization s security posture. Maintained and enhanced the CMDB to ensure accurate and up-to-date data, integrating with ITOM Discovery for real-time asset tracking. Configured and deployed Discovery and Service Mapping to identify and maintain an accurate inventory of IT infrastructure across on-prem and cloud environments. Designed and implemented automated workflows to streamline HR operations, such as leave requests, benefits administration, and employee verifications. Configured HR Case and Knowledge Management to automate onboarding, offboarding, and employee self-service processes, integrating with Workday and other HR systems. Designed and maintained the ServiceNow CMDB to ensure accurate tracking of configuration items (CIs) and their relationships, supporting effective change management and minimizing service disruptions. Implemented the ServiceNow DevOps module to improve collaboration between development and operations, while working with security teams to integrate SecOps with threat intelligence platforms, enhancing agility, security, and release management.ServiceNow Administrator | EWSSeptember 2020 February 2022 Designed and implemented self-service capabilities, including virtual agents and knowledge base integration, to reduce manual intervention and enhance user autonomy. Collaborated with ITSM process owners to continuously improve and refine workflows, ensuring alignment with ITIL best practices and organizational goals. Implemented role-based access controls and tailored content for different user groups within the Service Portal, improving the end-user experience. Provided ongoing support for the Service Portal, resolving issues, optimizing performance, and implementing enhancements based on user feedback and business changes. Collaborated with UI/UX designers to improve the aesthetics and usability of the portal, ensuring a seamless experience across devices (desktop, tablet, mobile). Built and deployed custom applications using ServiceNow's App Engine Studio, enabling rapid development of solutions that address unique business challenges. Implemented automated discovery tools to populate and update the CMDB, ensuring real-time visibility of IT assets and infrastructure across the organization. Configured and customized the ServiceNow CSM module to streamline case management, ensuring seamless customer interactions and improving resolution times across multiple communication channels. Integrated custom applications with external systems through REST APIs, ensuring seamless data exchange and synchronization between platforms. Managed the entire lifecycle of custom applications, from requirements gathering and design to development, testing, and deployment, ensuring alignment with business objectives. Built and maintained an extensive Service Catalog, configuring catalog items, variables, and workflows to automate service requests and approvals. Integrated the Service Catalog with other ServiceNow modules, such as Asset Management and Procurement, to automate fulfillment processes and streamline service delivery. Worked closely with ITSM process owners, business analysts, and other stakeholders to gather requirements, propose solutions, and ensure successful delivery of ITSM services. Managed the end-to-end lifecycle of projects within the ServiceNow PPM module, ensuring alignment with organizational goals and delivering on time and within scope by effectively prioritizing tasks, resources, and milestones. Implemented and customized Security Incident Response and Vulnerability Response modules to enhance the organization s security posture. Managed the implementation of ServiceNow APM to provide visibility into the organization s application landscape, helping stakeholders assess application value, usage, and lifecycle status for informed decision-making.ServiceNow Developer | Wipro May 2018 August 2020 Assisted in configuring basic ServiceNow modules such as Incident Management and Request Management, under the guidance of senior developers. Created and modified forms, fields, and tables within the platform, ensuring data consistency and alignment with business requirements. Wrote and debugged basic client scripts and business rules to automate routine processes, ensuring adherence to best practices in coding and performance optimization. Assisted in developing UI policies to enforce business logic and enhance form behaviours. Participated in resolving ServiceNow-related incidents and service requests, providing first-level support to end-users. Helped in integrating ServiceNow with other enterprise tools and systems using REST APIs and web services, with guidance from experienced developers. Provided basic training and documentation for end-users on how to navigate the platform, use forms, and submit service requests effectively. Assisted in making basic updates to the Service Portal, such as modifying content, changing layouts, and updating widgets under supervision. Learned and applied UI/UX best practices to improve the overall look and feel of the Service Portal, making it more user-friendly. Helped in creating low-code applications using App Engine Studio, focusing on small-scale automation tasks and custom forms. Worked on automating simple workflows using Flow Designer, gaining hands-on experience with platform development tools. Worked closely with senior developers and architects to learn best practices in ServiceNow development and configuration, gradually taking on more complex tasks. Participated in team meetings and Agile ceremonies, contributing to discussions and gaining exposure to project management methodologies. Collaborated with business and IT teams to define and track key performance indicators (KPIs) for applications, enabling data-driven analysis of application health, cost, and alignment with business objectives. Supported the development of reports and dashboards, providing insights on platform usage and performance to help stakeholders make informed decisions. Participated in ServiceNow instance cloning activities, ensuring data integrity between production and test environments to support ongoing development efforts. |
