Jul 2024 – Mar 2025 · 8 mos · Hyderabad, Telangana, India · Hybrid

• Work closely with Account Managers to provide world class customer service to the client
• Work with other engineers and developers to develop creative solutions for our customers, including product fixes
• Troubleshooting and debugging: Use system logs to identify issues, investigate performance issues, and learn troubleshooting tools.
• Configuring: Configure email notifications, scheduled jobs, script actions, and events
• Performing core configuration tasks: Perform core configuration tasks, such as system policies, business rules, and client script
• Creating workflow activities: Create workflow activities and approvals.
• Find the new bugs in the ServiceNow Product and creates a PRBS for that, Have to work with the internal development team
• Worked on UI customizations and Macros case Issues
• Used System logs to view Information about System activity.
• Handled Flow designer, Work flow, Service catalog, ITSM, HRSD case issues.

Apr 2021 – Jul 2024 · 3 yrs 3 mos · Hyderabad, Telangana, India · Hybrid

• Experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration Management and Change Management, User administration, reporting.
• Implement ServiceNow customization through Client Scripts, UI policies, UI Actions, Script Includes, Business rules, data imports, exports, and Reports.
• Created groups, roles, and security groups to access certain functionalities and customized home page.
• Customization of screens and workflows based on client requirement
• Hands on Experience In creation of catalog items, Record producers, Order guides.
• Extensively worked on Workflows and web service integrations and Created Database views to create reports across multiple tables.
• Worked with transform maps and data sources for data loads and management.
• Working with schedule jobs, events, and triggers to manage business needs and handle background work.
• Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report-based control and alert messages using Email Notification.
• Experience with implementing configurable SLA management.
• Working on ITIL framework especially on Service management & Incident/change /request managements.
• Good Knowledge on the integration of ServiceNow with third party applications, integrated Service Catalog and incident module
• Created custom application for Invoice management and fulfillment.
• Involved in the ServiceNow instance upgrade and Cloning Activities
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Designed various Catalog items including order guides and Record Producers.
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in Implementation, Customization and Maintenance of ITIL Applications such as Incident,