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Manish Kumar Ladekar - Servicenow

[email protected]

Location: San Francisco, California, USA

Relocation: remote

Visa: H1B

Resume file: Manish Kumar-SERVICE NOW_1781208690684.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Manish Kumar [email protected] (732)8894744 SUMMARY A ServiceNow Certified System Administrator with 15+ years of experience in Development and Administration of ServiceNow Platform with Expertise in ServiceNow technical implementation of ServiceNow modules. Experience in successfully implementing the ServiceNow HRSD platform and processes leveraging the HRSD framework. Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and record producers. Good working Experience in Eureka, Fuji, Geneva and Helsinki, Jakarta, Kingstone, London and Madrid to Sandiago release. Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users. Experience in development of ServiceNow Facilities management Create integration for user in service production instance Experience in creating portfoliosand project/demand inside portfolios Experience in importing and exporting projects in ServiceNow Hands on experience in analyzing, designing, developing/writing, and managing ServiceNow core applications such as Incident, Problem, Change or Service Request. Integration experience in ServiceNow with 3rd party tools using web services (SOAP, REST) or other methodology Provides analytical and technical expertise for ServiceNow configurations. Personalizes and creates forms and fields, new applications, modules and tables, activates plug-ins, builds reports, gauges and homepages. Designing and configuration experience in ITSM and customizing of the applications using Java script, AJAX and HTML in ServiceNow. Developed and customized the ServiceNow Customer Service Management (CSM) module to streamline case management and enhance customer engagement Leveraged extensive knowledge of ServiceNow ITOM components, including Discovery, Service Mapping, and CMDB, to design and implement a comprehensive Container Discovery Solution Architected and configured the Container Discovery Solution to automatically detect, map, and populate Configuration Items (CIs) for containerized infrastructure within the CMDB Automated Microsoft 365 user onboarding/offboarding workflows including mailbox provisioning, Teams access, license assignment, and Azure AD group management Administration of the ServiceNow instances, including managing system configurations, gathering and documenting user and process requirements, workflow customizations, and supporting quality assurance teams, architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors, Work with business representatives and development team for requirements gathering, requirements documentation, creating product backlog documents. Designed end-to-end integration architecture between ServiceNow and Microsoft 365 services including Outlook, Teams, SharePoint, and Azure AD for seamless service management workflows. Implemented ServiceNow LRMC (Legal Risk Management Capability) solutions integrating GRC and Legal workflows Led the design and implementation of ServiceNow CMDB aligned with the Common Service Data Model (CSDM), defining service hierarchies, application services, and technical services to support enterprise ITSM and ITOM processes. Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users. Experience of deriving and using UML Use Cases, Activity Diagrams, Class Diagrams during the analysis, design and implementation phase of the projects. Architecting and designing implementing Service-Now Application not limited to Incident Management, Change Management, Service Request Management, Configuration Management, Event Management, Problem Management and Knowledge Management. Implemented event-driven automation in CPG using Flow Designer and IntegrationHub to manage cloud operations efficiently. Developed and customized ServiceNow FSO (Field Service Operations) solutions to streamline field technician scheduling, dispatch management, and work order lifecycle processes Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals. Developed responsive and customizable user interfaces using ServiceNow UI Builder, enabling seamless user experience across portals and workspaces. Designed and implemented enterprise-scale ServiceNow solutions aligned with SPO requirements, ensuring seamless integration across ITSM, ITOM, and HRSD modules. ServiceNow ITSM suite which includes Incident, Problem, Change, Service Level Management, Asset Management, CMDB, Contract Management and Service Catalog. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes. Design and implement of SLA - Service Level Agreement and the required Workflow. Extensive experience in Production Support, Incident Management, Root cause analysis, Problem Management, Change Management, break fix (level 2 and 3 support), adhoc reporting and core processing internal wellness checks. Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes. Configured core CSM features, including the Customer Portal, Agent Workspace, and Service Catalogs, to improve user experience for both customers and agents Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects. Experience in Content Management System (CMS) in ServiceNow. Customized Scripting on Service Catalog/Email Template/Workflow script. Create an access control rule (ACL), Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow. Experience in Integration of ServiceNow with Okta for SSO in the Cloud. Well versed with Agile, Scrum, Waterfall, Spiral Methodology to implement ServiceNow Platform leveraging StartNow module in SN. Handled customer demos and RFC's for new ServiceNow clients, and accounts. Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization's ServiceNow COE (Center of Excellence). Utilized JavaScript and other scripting languages to develop custom probes and patterns for the Container Discovery Solution to scan and discover container orchestration platforms Experience in all phases of SDLC which includes Analysis, Design, Coding and Testing. Participated in process designing sessions and documented ITIL process flows for various modules like Incident, Change, Configuration, Problem and Service Catalog. Experience in designing, development and implementation of ServiceNow Platform. Designed and developed client scripts, business rules. Performing ServiceNow core configuration tasks - System Policies, ACL's, Business Rules and Client Scripts. Performing migration activities - Development to QA, QA to Production. Creation of custom reports and designing the dashboard. Proficient in creating Service Catalog and Request Workflow design and configuration. Strong problem solving and trouble-shooting skills. Ability to work on large complex projects including creation of process diagrams and performing gap analysis. EDUCATION Bachelor of Engineering, J D College of Engineering, Nagpur ,India Northwestern Polytechnic University Fremont,CA. Servicenow Certified Administrator SKILLS ITSM Tools ServiceNow: Berlin/Calgary/Dublin/Eureka/Fuji, Geneva, Helsinki, Istanbul, Jakarta, London,Madrid Samanage, BMC Remedy Programming Languages C, C++, Java SQL, PL/SQL Scripting Languages JavaScript, Jelly, HTML, CSS, Ajax, XML Software Methodologies SDLC, Waterfall, Agile, XP, Scrum Database Oracle 10g, MySQL Database Tools SQL Client, TOAD, SQL Developer Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat IDE Eclipse, Net Beans Version Control Tools CVS, SVN EXPERIENCE City & County of San Francisco-San Francisco, CA Feb 2019to Present Lead Servicenow Developer/Architecture/ Administrator/ Consulstatant City and County of San Francisco and colloquially known by its initialism SF, is a city in and the cultural, commercial, and financial center of Northern California. Responsibilities: Leading ServiceNow HRSD projects and work-streams through design, build, test, and deployment activities leveraging Evaluate Servicenow HR implementation on their existing process Worked on several HRSD record producers, HR Services, HR Criteria. Worked on HRSD Case management enhancements. Worked with management for HRSD application, AQI feature. Responsible for maintaining deployment checklist and deploying code changes tohigher environments. Creation of various artefacts like technical documentation, Unit Test Document, Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on ServiceNow. Created various workflows for Incident Management, Change Management, Service Requests and SLA's that are exclusive to service the organization. Orchestrated incident response activities within the Security Operations Center (SOC) using ServiceNow's SecOps module. Collaborated closely with the SOC team to configure and fine-tune ServiceNow for threat detection and response. Moved all JIRA project to PPM as part of Implementation go-live. Working on ITBM- Application Portfolio Management (APM). End-to-End Development and Customization Incident, Problem, Knowledge Change management, CMDB, Asset Management, Product/Software Catalog- per ITIL processes and policies. Creating inbound actions to automate case creation.. Implemented AIOps capabilities using ServiceNow ITOM, including event correlation, automated incident enrichment, and proactive issue detection Configured FSO Work Orders, Work Order Tasks, and Field Service Task workflows to automate assignment, escalation, and closure activities Integrated the data from the Container Discovery Solution with other ITOM modules and ITSM processes to provide comprehensive visibility and support for incident, problem, and change management within containerized environments Worked with Service Portal, Performance Analytics, GRC, CMDB, Discovery, Event Management, Custom applications, Asset Management, Knowledge Management, Demand Management, Resource Management. Provided ITAM and Con guration subject matter expertise and also provided guidance to clients on software asset management process improvements. Created custom workflows, business rules, and UI policies within CSM to automate processes and ensure data accuracy Automated incident enrichment and prioritization processes, enabling the SOC to focus on high-priority threats. Involved in LDAP integration with Service Now for obtaining users and groups. Customized ITSM, Incident, CPA custom application, Problem Management and Change Management modules based on user Requirements. Implemented advanced playbooks and workflows in ServiceNow for accelerated incident resolution. Enhanced the visibility of security incidents by integrating ServiceNow with leading SIEM solutions in the SOC. Conducted regular audits of SecOps procedures and recommended improvements to align with industry best practices. Assisted in the development of SOC training programs related to ServiceNow SecOps functionalities. Defined CMDB architecture strategy and governance model, establishing CI classes, relationship mappings, and service taxonomy to ensure alignment with enterprise architecture standards Built reusable UI Builder components to standardize development and improve maintainability across multiple ServiceNow applications Architected SPO-based ServiceNow solutions leveraging IntegrationHub, REST/SOAP APIs, and MID Server for secure and efficient data exchange Built and maintained cloud templates and blueprints in CPG for standardized infrastructure deployment and repeatable provisioning processes Built Service Catalog solutions for Azure resource provisioning, Microsoft 365 access requests, and automated approval workflows Integrated ServiceNow with Microsoft Azure cloud services using REST/SOAP APIs, Logic Apps, and Azure Functions to automate cloud provisioning and operational workflows Implemented ServiceNow LRMC (Legal Risk Management Capability) solutions integrating GRC and Legal workflows Developed and implemented Legal Service Management (LSM) solutions for legal request intake, case management, and reporting Integrated ServiceNow FSO with ITSM and CSM modules to enable seamless incident-to-field service conversion and improve operational efficiency Leveraged ServiceNow's reporting and analytics capabilities to provide actionable insights to the SOC leadership. Worked closely with cross-functional teams to ensure that ServiceNow configurations met SOC security requirements. Maintained up-to-date documentation on SOC standard operating procedures within the ServiceNow platform. Created 50 plus catalogs for HRSD and multiple HR Services, HR criteria, Topic Details and Topic Categories. Hands on experience on upgraded ServiceNow versions from London to sandiago. Working with client stakeholders to document baseline current state HR Service Delivery operations. Providing hands-on leadership to ensure deadlines are met and key deliverables are always accurate. Configured email notifications for tasks. Created catalog items and workflows. Modified the SLA Definitions based on the requirement. Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros. Supported HR Case Management Module which is integrated with Work day. Create, monitor, modify, and publish Service catalog workflows with paraller and multiple approvals Involved in performing scheduled cloning operations. Creates new applications and new modules to establish an information hierarchy Setup and configure system email and notifications. Integrated the CSM module with other ServiceNow applications and external systems to provide a unified view of customer interactions Developed and customized ServiceNow modules to support cloud migration workflows and AWS infrastructure automation Creates and personalizes forms and fields for the various roles and groups to target company requirements. Configured Mid Server's on Dev, UAT and Production Instances. Involved in creating and migration of update sets between different ServiceNow Instances. Experience with the following modules: GRC, CSM, Sec-Ops, ITOM, HR. Extensive experience with ServiceNow Reporting and Performance Analytics. Experience working with ITSM solutions in an enterprise environment. Mentors and drives ServiceNow developers in determining effective governance model and most efficient solution delivery processes. Implemented client-side scripting and event handling within UI Builder to control component interactions and user workflows Participate in human-centered design when appropriate to build understanding of user experience. Experience with both ITSM and ITOM modules. Spearheaded Low-Code and AI initiatives on the ServiceNow platform, leveraging App Engine, Flow Designer, and IntegrationHub to accelerate enterprise application delivery and automation Knowledge of technical components such as LDAP, SSL, SAML/SSO and experience with Integrations into ServiceNow. Demonstrated ability to influence and consult to garner the best step forward Experience with the following modules: GRC, CSM, Sec-Ops, ITOM, HR Extensive experience with ServiceNow Reporting and Performance Analytics Experience working with ITSM&ITOM solutions in an enterprise environment Mentors and drives ServiceNow developers in determining effective governance model and most efficient solution delivery processes Configured Integrated Risk Management (IRM) modules including Risk, Policy, Compliance, and Audit Management Designed and implemented dashboards and reports using ServiceNow's reporting and Performance Analytics capabilities to provide real-time insights into the container landscape discovered by the Container Discovery Solution Led the adoption of AI-driven capabilities including Predictive Intelligence, Virtual Agent, AIOps, and AI Search to enhance incident management, threat detection, and service delivery efficiency Participate in human-centered design when appropriate to build understanding of user experience working in an agile environment following agile practices Hands-on experience developing using JavaScript Optimized ITSM and cloud operations by automating Azure and Microsoft 365 administrative tasks through ServiceNow orchestration capabilities Customized UI Builder workspaces by leveraging Experience UI Framework (UIF) to enhance agent productivity and usability Designed and implemented CMDB data governance policies, standards, and best practices, improving CI data quality through normalization, reconciliation, and lifecycle management Designed automated employee onboarding/offboarding workflows integrating HR systems, Microsoft 365 licensing, mailbox provisioning, and access management processes Implemented SPO-focused data models, CMDB design, and service mapping strategies to enhance visibility and operational efficiency Developed complex server-side logic and script includes to facilitate real-time data ingestion for AI/ML model training using structured CMDB and incident data Strong working knowledge of ServiceNow ITOM Jakarta components such as Discovery, Service Mapping, Cloud Management, Event Management, and CMDB Design Designed and configured CSM-specific dashboards and reports to provide insights into key performance indicators (KPIs) like case resolution time and customer satisfaction Implemented ServiceNow Discovery and CMDB synchronization for AWS resources to maintain real-time visibility of cloud assets Experience with supporting clients in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc Demonstrable Experience with working on SaaS based tools like ServiceNow with focus towards implementing ITIL practices Provide informal mentoring to less experienced staff Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP), PowerShell, SaaS applications, network operations Implemented advanced scheduling and territory management capabilities within FSO to optimize technician utilization and reduce service delays Collaborated with infrastructure, security, and cloud teams to design secure and compliant integration patterns across Azure and Microsoft ecosystems Created custom dashboards and reporting metrics to effectively monitor the performance, drift, and accuracy of deployed AI/ML models within the ServiceNow environment Developed APIs to connect ServiceNow with AWS CloudFormation and Terraform scripts for automated infrastructure deployment Experience in documenting code and processes in a clear and efficient manner Developed custom scripts and Script Includes to extend CPG functionality and handle complex provisioning logic Proficient in ServiceNow platform development, specializing in custom applications, modules, and workflows. Skilled in UI/UX design principles for enhancing the user experience within ServiceNow applications. Experienced in using Adobe Photoshop and Illustrator for graphic design tasks related to ServiceNow interfaces. Designed and implemented visually appealing and user-friendly ServiceNow UI components. Developed and configured ServiceNow Service Portals with a focus on responsive design. Created and customized Service Portal widgets and themes to improve functionality and aesthetics. Strong knowledge of JavaScript and ServiceNow scripting languages for custom logic and integrations. Successfully integrated external systems and data sources into the ServiceNow platform. Ensured ServiceNow implementations aligned with enterprise governance, risk, and compliance standards. Collaborated with stakeholders and end-users to gather requirements and ensure solution alignment. Developed Web Based Application using ASP.NET, C#, AJAX, JavaScript for client-side validations along with .Net validation controls. Extensively worked on the application using HTML5, CSS3, JavaScript, jQuery, XML, JSON, C#.NET, ASP.NET MVC and Web API. Good experience in ASP.NET server controls and AJAX controls such as Script Manager, Update Panel and Modal Popup Extender. Developed N-tier applications using ASP.NET and C# for web forms and entities development Extensive experience in developing Windows desktop applications using .NET framework, specifically with C# and WPF (Windows Presentation Foundation). Developed SharePoint solutions using .NET and SharePoint 2013, leveraging SharePoint features and capabilities. Implemented custom web parts, event receivers, and workflows using C# and .NET framework within the SharePoint environment. Analyzed and identified cybersecurity threats, including malware, phishing, and vulnerabilities, contributing to improved security posture. Responded to security incidents by conducting investigations, containment, and mitigation. Participated in threat intelligence sharing communities and organizations to enhance collective security knowledge. Proficient in using tools and technologies such as SIEM systems, IDS/IPS, and threat intelligence platforms. Created and presented comprehensive reports and briefings for management and technical teams. Collaborated with cross-functional teams, including IT, cybersecurity, and legal departments, to address security threats effectively. Implemented lifecycle management in CPG including provisioning, modification, and deprovisioning of cloud resources Led the development and implementation of information security policies, procedures, and compliance programs. Managed security risks through assessments, vulnerability analysis, and effective risk mitigation strategies. Coordinated incident response activities, including incident handling, recovery, and reporting. Established and maintained security governance structures, including security committees, reporting lines, and accountability mechanisms. Prepared and presented reports for internal and external auditors, regulatory authorities, and executive leadership. Demonstrated effective leadership and management in overseeing information security professionals and successful projects or initiatives. Directed development of AI-powered Virtual Agents and chatbot solutions for HR, Legal, and IT use cases, improving self-service adoption and reducing operational workload Implemented CSM solutions for various business requirements, including account and contact management, case routing, and escalation rules Developed data-driven UI Builder pages by configuring data resources, transforms, and bindings for efficient data handling Developed technical documentation, architecture diagrams, and CMDB operating procedures to support enterprise-wide CMDB adoption These points can be integrated into your resume to emphasize your experience and qualifications for a CISM role. Implemented automated processes for user onboarding and offboarding in ServiceNow. Integrated IAM systems to ensure efficient provisioning and de-provisioning of user accounts. Designed and maintained role hierarchies to enforce the principle of least privilege. Defined and assigned roles based on job responsibilities and functions within ServiceNow. Established access policies to govern user permissions and ensure compliance with security standards. Conducted regular access reviews to validate and update user access permissions. Integrated ServiceNow with identity providers such as Active Directory, LDAP, or SAML-based systems. Ensured seamless single sign-on (SSO) experiences for users accessing ServiceNow. Integrated ServiceNow with identity providers such as Active Directory, LDAP, or SAML-based systems. Ensured seamless single sign-on (SSO) experiences for users accessing ServiceNow. Architected Low-Code & AI solutions across ITSM, ITOM, HRSD, and CSM modules to automate complex business workflows and improve operational efficiency Accomplished ServiceNow professional with extensive experience in designing, implementing, and optimizing GRC solutions. Proven track record of leading successful ServiceNow implementations and serving as a trusted advisor in GRC strategies. Demonstrated proficiency in ServiceNow GRC module, including Policy and Compliance Management, Risk Management, and Audit Management. Led the end-to-end implementation of ServiceNow GRC, ensuring alignment with industry best practices and regulatory requirements. Demonstrated proficiency in ServiceNow GRC module, including Policy and Compliance Management, Risk Management, and Audit Management. Led the end-to-end implementation of ServiceNow GRC, ensuring alignment with industry best practices and regulatory requirements. Conducted thorough analysis of business processes and compliance standards to design tailored solutions within the SAMPRO module. Collaborated with stakeholders to gather requirements and translate them into actionable configurations and customizations. Implemented custom fields, forms, and workflows in the SAMPRO module to streamline processes and enhance usability. Integrated SAMPRO with existing ServiceNow modules and third-party systems to ensure seamless data flow and interoperability. Established role-based access controls (RBAC) and data privacy measures within the SAMPRO module to enforce compliance with industry regulations. Delivered technical architecture documentation for Azure integration frameworks, Microsoft 365 automation workflows, and ServiceNow platform design Utilized client scripts and UI actions to enhance the functionality and user interface of the CSM application Provided end-user training and support to facilitate adoption of the customized SAMPRO module and ensure successful implementation. Implemented Low-Code & AI capabilities including Predictive Intelligence, Virtual Agent, and AIOps for proactive incident management and intelligent service delivery Implemented ServiceNow platform to streamline IT service management processes, leveraging Service Portfolio Management (SPM) capabilities. Led the design and configuration of Application Portfolio Management (APM) solutions in ServiceNow, providing comprehensive insights into application landscapes and facilitating strategic decision-making. Provided guidance and support to teams on best practices for utilizing SPM and APM capabilities within the ServiceNow platform, fostering adoption and maximizing value. Acted as a subject matter expert on SPM and APM functionality within ServiceNow, offering technical expertise and training to stakeholders and end-users. Collaborated with cross-functional teams to integrate SPM and APM data with other Acted as a subject matter expert on SPM and APM functionality within ServiceNow, offering technical expertise and training to stakeholders and end-users. Collaborated with cross-functional teams to integrate SPM and APM data with other To support our legal teams, I developed two complementary solutions on the ServiceNow platform: Legal Service Delivery and the General Counsel (GC) dashboard. Under LegalUnder Service Delivery to help us streamline legal operations and enable the email and spreadsheet-based processes. I created a ticketing system for our legal team that lets them assign and fulfill requests quickly and efficiently. Additionally, developed an AI virtual agent for Legal Service Delivery for all employees for common legal questions are answered referred to knowledge base articles. This way, I lower time-to-resolution for issues, support employees more quickly and simply, and keep our legal teams focused on high-priority business needs. Developed a general Counsel (GC) Dashboard that provides our legal leadership with real-time visibility, elevating the data from Legal Service Delivery and providing actionable insights to decision-makers. Designed and implemented AWS cloud infrastructure solutions for various clients, including architecture design, deployment, and optimization. Leveraged AWS services such as EC2, S3, RDS, Lambda, CloudFormation, and IAM to build scalable and resilient cloud environments. Worked closely with development teams to automate infrastructure provisioning and application deployment using AWS DevOps tools. Collaborated with stakeholders to gather requirements and configure ServiceNow's Strategic Portfolio Management (SPM) module, aligning it with organizational goals and objectives. Implemented SPM workflows in ServiceNow to support strategic planning, portfolio analysis, and decision-making processes across the organization. Customized ServiceNow's SPM module to automate project intake, evaluation, prioritization, and resource allocation, streamlining portfolio management processes. Contributed to the ServiceNow community by sharing knowledge, participating in forums, and staying updated on latest platform developments. (EO&T) Contributed to ServiceNow governance practices by defining and enforcing platform standards, policies, and procedures, ensuring consistency and compliance across the organization. (EO&T) Spearheaded the implementation of ServiceNow Onboarding and Transitions module, streamlining the employee lifecycle management process from recruitment to offboarding. Conducted user acceptance testing (UAT) for ServiceNow Onboarding functionality, gathering feedback and iteratively refining the solution to meet evolving business requirements. Monitored ServiceNow Onboarding & Transitions metrics and KPIs to identify bottlenecks and areas for improvement, implementing enhancements to enhance process efficiency and employee satisfaction. Provided ongoing support and maintenance for ServiceNow Onboarding & Transitions functionality, troubleshooting issues and implementing updates to ensure optimal performance and alignment with organizational goals. (EO&T) UHG (Optum) San Jose, CA Oct 2016 to Feb 2019 ServiceNow Administrator/Developer UnitedHealth Group Inc. is an American for-profit managed health care company based in Minnetonka, Minnesota. It is 5th in the United States on the Fortune 500. UnitedHealth Group offers health care products and insurance services. UnitedHealth Group is the largest healthcare company in the world by revenue $184 billion. UnitedHealth Group subsidiaries companies together serves approximately 115 million individuals in 2016. Responsibilities: Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement. Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow. Consulted Enterprise Infrastructure & Application colleagues and end users to propose effective, process and solutions to increase and enhance productivity. Writing Business rules, Client scripts, UI policies and UI actions to customize the instance. Worked on SSO (Single Sign-on) Implementation and LDAPIntegration. Created new program Dashboard which consolidated data such as Risks, Issues & Key Milestones using Helsinki. Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management. Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally. Hands on experience with Eureka, Fuji, Geneva, Helsinki and Istanbul. Expert in providing enterprise Single Sign-On (SSO) solutions and integration of applications using OKTA & ADFS. Supported HR Case Management Module which is integrated with Work day. Created homepages including basic reporting, gauge configuration and dashboards. Managed and configured knowledge management within the CSM module, enabling agents and customers to access relevant information and self-service options Implemented and developed PPM module as per the team s requirement and created dashboards for teams. Worked on various Process of ITIL like Incident management, Change management, and Problem management, User Administration, Asset management and Reporting andService Portal. Designing service portal in using HTML, JavaScript, and AngularJS. Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication. Configure search settings such as match relevance and attachment indexing. Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros. Worked on Administer tables, fields, relationships and Control system access and data security. Facilitated creation and testing of future state business processes and script development. By using Helsinki, submitted project status reports on a regular basis by building a custom table. Worked on Angular JS for loading templates on a REST services. Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML. Creating the UI pages to use them in catalog items, implemented using UI scripts. Implemented ServiceNow Discovery and CMDB and integrating it with Change management. Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices. Involved in creating and migration of update sets between different ServiceNow Instances. These points emphasize your experience and contributions in the realm of Security Operations Center (SOC) and ServiceNow SecOps. Implemented CI lifecycle management processes, including CI onboarding, validation, reconciliation, and decommissioning to improve CMDB data integrity Collaborated with SOC teams to implement security best practices in ServiceNow. Created and maintained documentation for security incident handling procedures. Supported CMDB implementation aligned with CSDM framework, modeling business services, application services, and infrastructure CIs to improve service visibility Conducted training sessions to enhance the capabilities of SOC analysts in using ServiceNow. Exporting and Importing tables, import sets, workflows, update sets data from one instance to the other. Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On integration. Worked on the functionality of Inventory Management plugin into Asset Management. Working on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM toolset. Creates new applications and new modules to establish an information hierarchy Setup and configure system email and notifications. Implemented ServiceNow FSO functionalities to manage healthcare field support operations, onsite service activities, and technician dispatch workflows Creates and personalizes forms and fields for the various roles and groups to target company requirements. Configured Mid Server's on Dev, UAT and Production Instances. Developed a responsive UI on the HRSD portal for all viewports using Bootstrap/CSS/HTML. Configured E-mail notifications on RITM, Catalog Tasks etc. Configured LDAP Server and LDAP Listener for updating the user and group table record. Used Access Control Rules for securing and providing the right access to right person/role. Creating database views to pull the reports on variables which are being used by catalog items. Worked on automated workflow, created training documents, trained personnel, updated processes and procedures. Maintains an active list of all CMDB data cleanup efforts and prioritize as needed so the CMDB usability is the highest priority. Integrated different back end systems using Webservices like SOAP and REST. Implemented ServiceNow Discovery and CMDB and integrating it with Change management. Budget management for all ITSM, Service desk and QA departments. Regularly performed Performance Analytics to check the number of tickets resolved. Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, and Reporting, Homepages in ServiceNow. Configured and Involved in the Service Mapping, Service Watch Modules HR Case Management. Performed load, manipulate and maintain data between ServiceNow and other systems. Involved in performing scheduled cloning operations. Performed regular data audits and resolved identified issues. Developed and maintained Service Level Agreements (SLAs) within CSM to monitor and enforce service delivery targets Involved in repair and recover from hardware or software failures; coordinate and communicate with impacted user groups via the SNC Administrator. Configured Work Orders, Service Appointments, and Field Service Tasks to support healthcare infrastructure maintenance and operational support Experience building, configuring, & designing the ServiceNow-based ITOM and ITSM solutions Experience managing application programming and implementation through a full life-cycle methodology including code reviews and change management practices Configured ServiceNow Discovery and CMDB integrations to automatically populate infrastructure configuration items and maintain accurate relationships Integrated FSO processes with CMDB and Asset Management modules to improve visibility of medical devices and field assets Experience leading code reviews and support promoting and troubleshooting update set migration Experience working in and managing multiple update sets and coordinating their release Experience integrating ServiceNow with 1 or more of the following ITOM / ITSM systems Conducted user testing and gathered feedback to iterate and optimize UI/UX designs. Adhered to industry best practices and ServiceNow development guidelines to ensure code quality. Maintained compliance with ITIL processes for incident, problem, and change management. Provided ongoing support and maintenance for the CSM platform, including troubleshooting issues and implementing platform upgrades Produced comprehensive documentation for configurations, customizations, and UI/UX designs. Delivered training sessions to end-users and provided ongoing support for ServiceNow-related issues. Demonstrated strong analytical and problem-solving skills to identify and resolve platform issues. Conducted root cause analysis and implemented corrective actions when needed. Stayed updated with the latest ServiceNow features, UI/UX trends, and industry advancements. Continuously improved ServiceNow solutions to enhance efficiency and user satisfaction. Environment:ServiceNow Helsinki, HTML5, Incident management, LDAP, BMC Remedy, REST, SOAP, XML Business Rules, Script Include, Client Scripting, Jelly Scripting, Change management, Service Level Management Java Script, MS SQL Server, Windows 7. City of New York - Brooklyn, NY Feb 2016 to Sep 2016 ServiceNow Administrator/Developer The New York City Department of Information Technology and Telecommunications (DoITT) is the department of the government of New York City that "oversees the City's use of existing and emerging technologies in government operations, and its delivery of services to the public". Although the agency is often viewed as a facilitator for the technology needs of other New York City agencies, today, DoITT is best known for its 3-1-1 "Citizens' Hotline". The 311 initiatives are considered by many in the technology space to be "best-of-breed" reference points for municipalities worldwide and are concepts that Bloomberg brought from the private sector. Responsibilities: Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances. Working with client and functional requirements within ServiceNow. Facilitating rollout of new applications and modules. Hand's on experience with Helsinki upgrade. Assist in the definition of business requirements and provide definitions and updates of system design documentation. Design and Implementation of service requests through service catalogue in ServiceNow. Designed Workflows, along with standard Workflow templates, which can be reused. Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. Utilize the ServiceNow Service catalogue for users to create services, Requests, and services Items. Implement ServiceNow 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. ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. Experience in configuring email notifications in ServiceNow has been part of end user self-service portal management. Managing production and non-Production (Dev, QA, UAT) instances. Driving UAT testing and resolution of reported defects. Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery. The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software. Created Buttons and context menus both on form and lists using UI actions. Designed many email templates by using html and jelly scripting and used them in notifications. Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate. Experience in installation and configuration of performance Analytics Module. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Created responsive and interactive graphical dashboards for reporting and navigating performance data for Performance Analytics. Developed reports as per requirements from management. Documented all implementations and best practices defined within team. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Captured requirements from ESS self-enabling portal which is developed using CMS. Created new Business Rules/Script Includes/Client catalog script/Client Script. Configured chat functionality for Service Desk ticketing queue. Created transform maps for importing CMDB data. Written script includes and invoked them in business rules and client scripts. Imported Active Directory to ServiceNow using data sources. Created data sources and loaded the ServiceNow tables with different data formats. Created transform maps both automatic field mapping and scripting. Also worked on Asset Management and loaded the data into it. Created and modified ESS layouts and content blocks. Developed ESS functionality and implemented appropriate workflow. Created transform scripts to transform data into SNOW database and created new service catalog requests; enable Port 443 for a connection between Mid Server & SNOW instance. Experience in working with Informatica-On-Demand ETL tool for real time Data Integration. Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements. Communicated with the external web service using SOAP Messages, REST and JSON. Investigated performance issues, troubleshooting tools, and use system logs to find issues. Created 12 custom advanced UI pages and UI macros with Jelly in a span of 4 months. Created 3 end-end web-sites with a lot of Themes and Content Layouts using CSS that can be re-used in ServiceNow. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Create rule on Snow tables to ensure on field(s) change, system sends an SQL message via JDBC Probe; JDBC Probe script in Snow instance provide API capability and automatically create record in ECC Queue and Mid Server execute ECC Queue records via HTTPS protocol over port 443 on firewall. Integrated Fire eye tool with ServiceNow using Email integrationi.e. inbound actions scripting. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module. Created complex transform scripts in transforming the data into the SNOW database. Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements. Environment:ServiceNow (Helsinki), Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, ESS Portal, CSS, CMDB. TJX Companies - Marlborough, MA (Offshore Apr 2013 to Dec 2015 ServiceNow Consultant The TJX Companies, Inc. is an American multinational off-price department store corporation, headquartered in Framingham, Massachusetts. Of its banners, HomeGoods, TJ Maxx, and Sierra Trading Post operate in the United States; Winners operates in Canada; and HomeSense, Marshalls, and TK Maxx operate in multiple countries. Responsibilities: Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances. Working with client and functional requirements within ServiceNow. Facilitating rollout of new applications and modules. Hand's on experience with Helsinki upgrade. Assist in the definition of business requirements and provide definitions and updates of system design documentation. Design and Implementation of service requests through service catalogue in ServiceNow. Designed Workflows, along with standard Workflow templates, which can be reused. Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. Utilize the ServiceNow Service catalogue for users to create services, Requests, and services Items. Implement ServiceNow 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. ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. Experience in configuring email notifications in ServiceNow has been part of end user self service portal management. Managing production and non-Production (Dev, QA, UAT) instances. Driving UAT testing and resolution of reported defects. Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery. The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software. Created Buttons and context menus both on form and lists using UI actions. Designed many email templates by using html and jelly scripting and used them in notifications. Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate. Experience in installation and configuration of performance Analytics Module. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Created responsive and interactive graphical dashboards for reporting and navigating performance data for Performance Analytics. Developed reports as per requirements from management. Documented all implementations and best practices defined within team. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Captured requirements from ESS self-enabling portal which is developed using CMS. Created new Business Rules/Script Includes/Client catalog script/Client Script. Configured chat functionality for Service Desk ticketing queue. Created transform maps for importing CMDB data. Written script includes and invoked them in business rules and client scripts. Imported Active Directory to ServiceNow using data sources. Created data sources and loaded the ServiceNow tables with different data formats. Created transform maps both automatic field mapping and scripting. Also worked on Asset Management and loaded the data into it. Created and modified ESS layouts and content blocks. Developed ESS functionality and implemented appropriate workflow. Created transform scripts to transform data into SNOW database and created new service catalog requests; enable Port 443 for a connection between Mid Server & SNOW instance. Experience in working with Informatica-On-Demand ETL tool for real time Data Integration. Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements. Communicated with the external web service using SOAP Messages, REST and JSON. Investigated performance issues, troubleshooting tools, and use system logs to find issues. Created 12 custom advanced UI pages and UI macros with Jelly in a span of 4 months. Created 3 end-end web-sites with a lot of Themes and Content Layouts using CSS that can be re-used in ServiceNow. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Create rule on Snow tables to ensure on field(s) change, system sends an SQL message via JDBC Probe; JDBC Probe script in Snow instance provide API capability and automatically create record in ECC Queue and Mid Server execute ECC Queue records via HTTPS protocol over port 443 on firewall. Integrated Fire eye tool with ServiceNow using Email integrationi.e. inbound actions scripting. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module. Created complex transform scripts in transforming the data into the SNOW database. Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements. Environment:ServiceNow (Helsinki), Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, ESS Portal, CSS, CMDB. Gujarat State Fertilizer & Chemicals Company (GSFC) Baroda, India Jan 2012 to Feb 2013 ServiceNow Administrator/Consultant Gujarat State Fertilizers & Chemicals Limited (GSFC) is an Indian manufacturer of fertilizers and Industrial Chemicals. GSFC was founded in 1962. Oil and gas discoveries in Bombay High and South Basin triggered the birth of 8 new generation fertilizer plants to fulfill the growing food needs of India. Responsibilities: Worked on Orchestration to automate the top and frequently used service requests. Responsible for analyzing, designing, and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript. Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation. Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result. Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Involved with data migration using Microsoft Access, SQL Studio and helped with data cleanup activities Designed and implemented custom UI for Lab Users using Angular JS, JavaScript and HTML5. Developed reports as per requirements from management. Imported Configuration Items(CI) using import set tables. Created data sources and loaded the Service-Now tables with different data formats. Transform maps both automatic field mapping and scripting. Also worked on Asset Management and loaded the data into it. Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting. Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module. Documented all implementations and best practices defined within team. Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform. Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities. Involved with working in an agile development environment. Responsible for Berlin Up gradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation. Created customized emails for approvals, rejections and cancellations based on the requirements from the service owner. Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system. Responsible for mentoring peers and junior curriculum developers in Service now platform. Environment:ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, SVN, Toad, SQL*Plus, SQL*Loader, UNIX. HSBC Bank - Mumbai, India May 2010 to Dec 2011 UI Developer HSBC Bank India, is an Indian subsidiary of UK-based HSBC Holdings plc, is a bank with its operational head office in Mumbai. It is a foreign bank under the Banking Regulation Act, 1949 and thus is regulated by the Reserve Bank of India (RBI). Responsibilities: Involved in development as part of UX team to continuously accommodate changing user requirements. Involved in Agile development process based on iterative development. Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies Implemented presentation tier using HTML, CSS by utilizing the mock-ups that were created by the design team. Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications. Developed screen functionality using HTML, CSS, JavaScript across entire application that controls color, Layout, width, height, font size, images size and accomplished other graphic related features. Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules. Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML. Implemented AJAX to speed up web application. Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility. Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it. Created both client and server side validations. Written CSS to provide a table free layout of the user interface screen. Used MS Visio, Dreamweaver and Photoshop tools for web application development. Developed front-end UI pages and necessary backend classes to support data access and us. Environment:JAVA, Servlets, EJB, JDBC, Java Script, SVN and HTML, XML and SQL, CSS, JQUERY, JSP, AJAX. Keywords: cprogramm cplusplus csharp continuous integration quality analyst artificial intelligence machine learning user interface user experience javascript sthree active directory information technology golang green card microsoft mississippi procedural language bay area California Delaware Massachusetts New York