As a ServiceNow Admin and Developer, I have the skills and essential knowledge to manage the ServiceNow platform's customization, configuration, implementation, and maintenance as per the client’s needs. My diverse industry experience including healthcare, finance, engineering, and more has enabled me to understand the unique challenges faced by each industry and develop customized solutions to address their specific needs with a focus on innovation and business process transformation resulting in over a quarter million dollars in cost savings across my career.
• Design, develop, build, configure, and customize applications to provide support responsibilities to end-users.
• Provide support whenever any baseline instances are received by clients like HRSD, and ITSM (incident, problem, change management, and service catalog).
• Configure and personalize instances by tailoring them with the company.
• Manage Data and Information Security functions including User Criteria and Access Control Rules.
• Set up role-based access in the Platform features, applications, and functions to ensure proper compliance.
• Create access control rules (CRUD) to secure data at table and field levels to grant permissions only to valid users.
• Responsible for Data Management and CMDB (Configuration Items).
• Import data from external sources and map to Platform target tables using Import Set, Transform, and Coalesce fields.
• Perform impact analysis by tracking and managing the relationships between company configuration items (CI) for improved visibility of potential problems via Schema Maps, CI Class Manager, and Dependency View Map.
• Configure Self-Service Portals such as Knowledge Management and Service Catalog via Work Flows.
• Develop Service Catalog Items using Catalog Builder including an Order Guide and Record Producers.
• Automate the procurement and communication process for CI items to receive the requested items on time.
• Responsible for Platform Productivity including development of Reports, Dashboards, and Notifications.
• Develop Reports using Report Designer with configuration of data visualization in workspaces for monitoring the ITSM/HRSD records including but not limited to CI items (incidents, requests, problems) and HR cases.
• Provide support for any customization as per client needs including automatically generating and delivering reports.
• Perform Platform Integration and Migration including but not limited to UI Policy, Business Rule, Client Script, Data Policy, and Update Sets.
• Configure changes like forms from development to production instance via Update Sets (retrieve, preview, commit).
• Develop New Applications and alter old ones via Process Automation Designer (App Engine Studio) and Java Scripts.
• Provide support in System Performance Dashboard, Instant Scan, Health Scan, Release Notes, and Upgrade Center.
• Participate in Instance Testing using ATF (Automated Test Framework)
• Assist Implementation teams on such as HR technology products and HRSD.
• Deal with the design and implementation of ServiceNow HRM, WSD, ITSM, and Service Portal.
• Provide support in Asset, Hardware, and Software inventory management processes.
• Manage the ServiceNow Platform Vulnerability management process with the coordination of the support team
• Managed full HR system implementation life cycle including Requirements Gathering, Scope Management, Process Design, System Configuration, Integration, User Acceptance Testing, Training, and Go-Live
• Designs project templates, creates presentations, reports, and reviews project deliverables, and maintains project information repository.
• Led the testing cycles and helped to drive the user acceptance criteria for HRIS solutions and deployment.
• Thought about the quality of business processes as well as data quality and integrity by ensuring a regular audit cadence in coordination with the People Analytics team.
• Actively identified and resolved issues or opportunities for enhanced user experience and other HRIS integrations.
• Developed and documented all current/new HRIS business process workflows for efficiency and compliance.
• Responsible for using resources effectively and involved in large complex HR Information systems development, implementation, and maintenance.
• Performed data manipulation techniques to analyze/interpret complex data sets using advanced MS Excel, Power BI, and R Language and converted them into meaningful • Dashboards to provide business intelligence and customer insights to the Management for making better decisions.