Servicenow Developer Change Management

NAVEEN E

(SERVICENOW DEVELOPER )

**********.******@*****.*** +91-809*******

Objective:

Having skilled IT professional with3.3 years of experience in the IT and more than 3+ years

specializing in ServiceNow Administration and Development, I bring a strong proficiency in

IT Service Management (ITSM), IT Operation Management (ITOM), and various

integrations. My hands-on expertise includes working with Virtual Agent, Agent

Workspace, and Configuration Management Database (CMDB), HRSD & CSM Seeking

a changeling role to leverage expertise in Service now for organizational success.

PROFESSIONAL SUMMARY:

● 3.4 years of Overall Experience in IT with ServiceNow development and administration.

● Good hands on expertise in implementation of ITSM Applications like Incident

management, Problem management, Change management, Knowledge management

and Service catalogs.

● Good knowledge and understanding of the ITIL process.

● Good experience into service now security and CMDB.

● Experience on creation of Catalog items, record producers, user guide.

● Working on creation and customization of complex workflows and custom workflow

activities.

● Also having good knowledge on Web service and REST.

● Good debugging skills in issue identification and fixing.

● Working with scheduled jobs, events and triggers to manage business needs and handle

background work.

● Managing Service now data using Import sets and transform maps.

● Created Email notifications in Service now.

● Service catalog creation to fulfill different Business requirements.

● Knowledge on GRC and Integrations with REST, SOAP

● Handling the clients with Requirements, Solutions and knowledge sharing in Service

Now.

● Good exposure to all areas of SDLC (requirement, analysis, design, development, test,

implementation and maintenance.

● Experience in working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI

Actions, UI Pages, Script Includes, Access Control Lists etc.

● Worked on Customer Service Management (CSM), facilitating business customer

roles.

● Worked on CSM where the roles and approvals are enabling to business customers.

● Also worked for External Customers where we need to give access to mail or chat via

CSM.

EXPERIENCE:

EMPLOYMENT DETAILS:

Working as ServiceNow developer with Zensar technologies,May2022TO

Till Now.

PROJECTS – ROLES & RESPONISIBILITIES:

Project 2:

Client :Voya Financial

Role :ServiceNow Developer

Responsibilities:

Managed and maintained the CMDB, ensuring high data accuracy, consistency, and

completeness across all Configuration Items (CIs).

Developed and enforced CMDB governance policies and procedures to align with

ITIL best practices and organizational requirements.

Conducted regular audits and reconciliation processes to identify and resolve

discrepancies in CI data, improving data integrity.

Led the design and implementation of the Configuration Management Database

(CMDB) within ServiceNow, including the creation of CI (Configuration Item)

classes, relationships, and data models. Enhanced the accuracy of configuration data

and supported effective impact analysis and change management.

Managed data import processes from various sources into the CMDB, utilizing

ServiceNow Import Sets and Data Transformation features.

Ensured data accuracy and consistency through normalization and validation

techniques.

Developed and maintained CI relationship maps to visualize dependencies and

impact across the IT infrastructure.

Improved change management processes and risk assessments by providing

comprehensive CI relationship insights.

CMDB Maintenance and Optimization: Conducted regular CMDB maintenance

Imported the data to CI Tables via XML as per the client requirements. Worked on

with CMDB related dashboards.

Worked on Incident Management, Change management, Problem

Management, Knowledge Management module and Service catalog.

Creating and maintaining scheduled jobs.

Used Background scripts in case of any data validations.

Created various notifications at different stages.

Configuring Users, Groups and Roles.

Developed and customized GRC modules including Policy and Compliance, Risk

Management, and Vendor Risk Management.

Implemented automated risk assessments and configured risk calculation

formulas based on client requirements.

Integrated GRC with CMDB and Security Incident Response to provide real-time

risk exposure insights.

Created custom GRC dashboards and reports for compliance managers and

stakeholders.

Project1:

Client :Molina financial

Role : Service now Developer

Responsibilities:

● Working with client and functional requirements within Service Now.

● Facilitating rollout of new applications and modules.

● Worked on customizing Incident, Problem and Changemanagement screens

using Client Scripts, UI Policies, UI Actions and Business Rules.

● Design and implement new functionality using Business Rules, UI Policies, and Access

Lists.

● Created Buttons and context menus on both form and lists using UI actions.

● Service Catalog and Request Workflow Design and Configuration.

● Designing the Content Management System for Varian system, which involved layout,

CSS and service catalog work.

● Created various workflows for Incident Management, Change Management,

Service Requests andSLA's.

● 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.

● Designed many email templates by using html, jelly scripting, and used them in

notifications.

● Worked with the windows team, network team and Asset team in order to check for

the data collected through discovery is accurate.

● Written script includes and invoked them in business rules and client scripts.

● Imported Configuration Items (CI) from third party applications using import set

tables.

● Created data sources and loaded the Service-Now 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.

● Integrated Fire eye tool with Service-Now using Email integration and inbound

actions scripting.

● Worked on the integration of Service Now with Siebel, integrated Service Catalog

and Incident Module.

● Worked on Customer Service Management (CSM), facilitating business customer

roles.

● Worked on CSM where the roles and approvals are enabling to business customers .

● Also worked for External Customers where we need to give access to mail or chat via

CSM.

EDUCATION:

B.TECH -CIVIL ENGINEERING

Graduate: Bachelor of Technology from SVS GROUP OF INSTITUTION AND

TECHNOLOGY.

Contact this candidate