Senior ServiceNow Developer at Netsmartz Infotech PVT LTD
Enterprise ServiceNow Projects covering ITOM + ITSM + CSM. ServiceNow environment covering ITOM/CMDB, ITSM, and CSM, with focus on Discovery support, service visibility, CI relationships, application dependencies, incident/request management, Service Catalog, case management, and workflow automation.
- Configured and customized ITSM/CSM processes including Incident, Request, Case Management, SLA management, assignment rules, approvals, notifications, and service fulfillment.
- Configured Service Catalog Items, Record Producers, Variable Sets, Catalog Client Scripts, Catalog UI Policies, and approval workflows for customer and internal requests.
- Designed Flow Designer workflows, reusable subflows, and IntegrationHub actions for case routing, approvals, notifications, escalations, and service fulfillment.
- Developed Business Rules, Client Scripts, UI Policies, Script Includes, ACLs, and role-based access controls to automate and secure ServiceNow processes.
- Configured CSM Case Management, Agent Workspace, Consumer Service Portal, SLAs, assignment rules, approvals, and customer communication workflows integrated with ITSM processes.
- Implemented REST/SOAP integrations, IntegrationHub, Import Sets, and Transform Maps supporting ITSM/CSM integrations and CMDB data onboarding.
- Worked with clients, BAs, QA teams, and Product Owners on requirements, solution design, UAT, deployments, troubleshooting, and production support.
Starlite Infotech
ITOM Discovery + Service Mapping + ITSM. Enterprise ServiceNow environment focused on standardized ITSM operations, service reliability, CMDB quality, Discovery, Service Mapping, and automation.
- Configured ITSM capabilities including Incident, Request, Change, SLA, assignment, approval, notification, and service operations processes.
- Worked with CMDB, Discovery, and Service Mapping to maintain CI data, CI relationships, application dependencies, and service topology supporting ITSM operations and impact analysis.
- Developed Flow Designer workflows and Business Rules to automate Incident/Request processes, routing, approvals, escalations, notifications, and operational tasks.
- Supported Service Catalog, approvals, SLAs, assignment rules, and service fulfillment processes across ITSM operations.
- Supported CI identification, CI relationships, application service dependencies, Discovery, Service Mapping, service topology, and CMDB data quality as part of ITOM operational support.
- Integrated ServiceNow with third-party applications using REST/SOAP APIs and IntegrationHub; managed roles, groups, ACLs, and secure access.
- Participated in requirements, solution design, Agile sprints, UAT, production deployments, troubleshooting, and post-production support.
Developer at Infogain PVT LTD
Enterprise ServiceNow Projects covering ITOM + ITSM. ServiceNow environment focused on ITOM/CMDB administration, Discovery support, Service Mapping support, CI relationships, service dependencies, ITSM processes, Service Catalog, automation, and operational support.
- Administered and enhanced ServiceNow ITSM across Incident, Problem, Change, Request, Knowledge Management, Service Catalog, CMDB, and Asset Management.
- Developed Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Flow Designer flows to automate ITSM processes.
- Configured Catalog Items, Record Producers, Variable Sets, Catalog Client Scripts, approval workflows, Assignment Rules, SLAs, notifications, and escalation policies.
- Managed users, groups, roles, ACLs, forms, lists, modules, application menus, and role-based access controls.
- Performed CMDB and ITOM administration including CI management, CI relationship maintenance, data validation, Discovery support, Service Mapping support, application/service dependencies, and CMDB Health improvements.
- Developed REST/SOAP integrations using IntegrationHub and scripted APIs; configured Import Sets, Transform Maps, Data Sources, and Scheduled Data Imports.
- Created reports, Performance Analytics dashboards, and KPI scorecards for Incident, Change, Problem, Request, SLA, and CMDB operations.
- Supported upgrades, clone activities, update sets, production troubleshooting, root-cause analysis, Agile ceremonies, and post-release validation.
- Customized Service Portal widgets, pages, themes, and self-service components to improve the end-user experience.
