Home

Rajesh - ServiceNow Architect

[email protected]

Location: Texas City, Texas, USA

Relocation: Yes

Visa: Green card

Resume file: rajesh Architect_1779457795613.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Name: Rajesh C ServiceNow Developer Email: [email protected] Phone: +1 (4124843022) SUMMARY I have around 12+ years of IT experience in Service Now Implementation, development, and administration. I have good experience with different modules of Service Now, like HRSD, CSM, FSM, ITOM, PPM, OMT, GRC, and ITSM. I have worked on the analysis of end-user requirements for understanding requirements and the creation of user stories. Highlights Of His Technical Experience Are - Experience in configuring and customizing UI actions, UI policy, Business rules, Data policies, and client scripts. Have experience in the upgradation of Service Now instances from one version to the latest version. Experience in handling tables on CMDB and had a profound knowledge of DISCOVERY ITOM. Experience in integration with 3rd party Applications using REST API s and Flow Designer by using spokes like Jira, Azure, Kafka, Okta, Dayforce, Workday from Flow Designer Experience in designing, developing, customizing & administering Case management and Knowledge Management in HRSD and CSM. Proficient in designing and implementing CSM solutions, including Case Management, Playbooks, SLAs, and Task Routing based on customer priorities and business requirements. Hands-on experience in configuring customer accounts, contacts, consumers, and managing relationships for both B2B and B2C environments. Led the implementation of Gen AI capabilities within ServiceNow, integrating predictive intelligence for case routing, resolution suggestions, and classification. Designed and configured Gen AI-powered Virtual Agents to handle HR and ITSM queries, reducing manual interactions by over 40%. Collaborated with cross-functional teams to identify use cases for AI search, summarization, and recommendation engines across service portals. Built workflows for policy lifecycle management, including review, approval, attestation, and publishing via knowledge base. Integrated external compliance data sources with ServiceNow to enable real-time compliance scorecards and dashboards. Developed custom risk assessment questionnaires, using Risk Scoring formulas and Risk Indicators to evaluate inherent and residual risks. Automated evidence collection and control testing processes using continuous monitoring and scheduled tasks. Configured issue management workflows to capture audit findings and track mitigation through risk response tasks. Created dynamic compliance reports and board-level dashboards with Performance Analytics for executive visibility. Integrated Knowledge Management and Virtual Agent with CSM to promote self-service and reduce case volume. Built and deployed customer portals using Service Portal to enable external users to raise, track, and resolve issues seamlessly. Designed CSM dashboards and performance analytics to monitor KPIs like First Call Resolution, Case Volume, and SLA breaches. Implemented Guided Decisions and Agent Assist tools to help service agents deliver consistent, efficient, and intelligent customer service. Worked on CSM Playbooks and Workflows to standardize processes for issues like Onboarding, Complaints, and Escalations. Experienced in implementing and customizing ServiceNow HR Service Delivery (HRSD), including Case Management, Knowledge Management, and Employee Service Center (ESC) portal. Strong hands-on expertise in HR Lifecycle Events, configuring complex onboarding, offboarding, and employee transition workflows using Flow Designer. Integrated HR Profiles with third-party systems to maintain accurate employee data and drive automation across HR processes, Tool with Dayforce, SailPoint, and workday Designed and deployed intuitive Employee Service Center (ESC) portals with personalized user experiences and quick links for employee self-service. Automated document generation and digital signature workflows using Adobe Sign integration, ensuring secure and compliant HR operations. Collaborated with stakeholders and cross-functional teams to define customer service strategies and digitize customer experience using ServiceNow. Experience in integrating external CRM Workday, telephony systems (CTI), and surveys into CSM workflows for enhanced case handling feedback, and jelly scripts for ui pages Developed and fine-tuned custom Discovery probes and Orchestration workflows to support non-standard systems and services, ensuring full coverage of unique infrastructure components. Order Lifecycle optimization: Improved visibility into the telecom order lifecycle, ensuring clear tracking from creation to resolution, reducing delays and improving customer satisfaction. Extensive experience in implementing, configuring, and maintaining ServiceNow Discovery, ensuring accurate and real-time data capture of IT assets and configurations across complex infrastructures. Implementing Or Customizing ServiceNow s Employee Service Center Module TPRM Configured and maintained taxonomy structures within portals for improved content categorization and searchability. Designed and implemented quick links in portals to enhance navigation and user experience. Optimized Employee Center in HRSD to improve HR case management and self-service capabilities. Designed HR knowledge taxonomy in Employee Center for enhanced content discoverability. Integrated HRSD Employee Center with Virtual Agent to improve automated responses and self-service.. Integrated Discovery with Orchestration to automate and streamline workflows, reducing manual intervention and enabling real-time responses to configuration changes or issues. Successfully led the Xanadu version upgrade for ServiceNow across development, test, and production environments. Conducted detailed impact analysis for the Xanadu upgrade, focusing on plugin compatibility and deprecated functionalities. Resolved update conflicts using Compare Versions in the Xanadu upgrade process and applied necessary fixes. Validated module behavior post-Xanadu upgrade, including CMDB, Discovery, CSM, FSM, and ITSM workflows. Coordinated stakeholder engagement and prepared Xanadu upgrade readiness plans, timelines, and communication decks.TPRM Performed clone cleanup activities before the Xanadu upgrade, ensuring data consistency and environment hygiene. Proficient in ServiceNow development, including configuration, customization, and integration of various modules such as Incident, Problem, Change, Service Catalog, Knowledge, User, Case Management, and Agent Workspace Configured PPM demand management to streamline project intake and prioritization. Designed project templates in PPM to standardize project execution. Extensive experience in gathering requirements, conducting system analysis, and translating business needs into technical solutions, ensuring optimal functionality and user experience. Utilized Flow Designer spokes like Jira, Azure, and Kafka to enhance automation between ServiceNow and other enterprise systems. Extensive experience in building, customizing, and optimizing flows in Flow Designer to automate business processes and improve operational efficiency in ITSM Skilled in ServiceNow administration, including user management, role-based access control, and maintaining system performance through regular monitoring and troubleshooting. Collaborative team player with excellent communication skills, adept at working closely with cross-functional teams to gather requirements, resolve issues, and ensure successful project delivery. Well-versed in agile development methodologies, effectively managing multiple projects simultaneously and delivering high-quality solutions within strict timelines. Demonstrated ability to lead ServiceNow development projects, coordinating with stakeholders, managing project scope, and providing technical guidance to team members. Continuously staying updated with the latest ServiceNow features and enhancements, actively seeking opportunities to leverage emerging technologies and best practices to drive process improvements and enhance user satisfaction. Primary Skills: ServiceNow (ITSM/ITOM/ITAM/SPM/GRC/HRSD), Development. Languages&Scripts: Core Java, JavaScript, HTML, CSS. Database: MySQL, Oracle, SQL. Integrations: SSO, LDAP, Third-Party KAFKA Bachelor's Degree in Computer Science Engineering, Gitam University, Hyderabad Service Now Certified System Administrator. Service Now Certified Application Developer. Service Now HRSD Implementation specialist. Work Experience: Capital Group ||Texas Feb 2025 to Till Date ServiceNow Architect -CMDB/ITIL /Scope Application/ITSM Leading a team of developers and analysts for end-to-end ServiceNow delivery across CMDB, Discovery, ITOM, and Scoped Applications. Designed and implemented a robust CMDB architecture, ensuring accurate CI class modeling, CI relationships, and health rules for optimal service mapping. Spearheaded Discovery and Service Mapping initiatives, integrating with on-prem and cloud infrastructure (AWS, Azure), improving CI accuracy and dependency visibility by 90%. Designed and implemented Third Party Risk Management (TPRM) workflows in ServiceNow to assess vendor risks, manage assessments, and track compliance activities using Risk Indicators and Risk Scoring models. Configured Procurement application by building custom catalog items, purchase requisitions, and approval workflows integrated with Vendor and Asset Management modules, improving purchasing efficiency. Developed custom solutions using Glide APIs (GlideRecord, GlideForm, GlideAjax) to perform advanced server and client-side scripting for data lookups, form behavior, and background record processing. Created dynamic UI pages using Jelly scripting in ServiceNow to support custom dialog boxes, modals, and form layouts for legacy UI needs, improving user experience in scoped applications. Built Scoped Applications using ServiceNow Studio, defining custom tables, modules, application menus, and security rules while maintaining upgrade-safe development practices. Led CSDM data model design, including CI class structure, relationships, lifecycle governance, and data quality frameworks. Partnered with Platform Architect to refine epics, user stories, and technical designs, ensuring scalable and upgrade-safe solutions. Designed and implemented Service Mapping aligned with CSDM, improving service visibility and impact analysis. Built and maintained custom tables, forms, fields, and ACLs to support ITOM, TPRM, and Procurement applications. Developed complex Business Rules, Script Includes, Client Scripts, and UI Policies to enforce CMDB data integrity and automate workflows. Created Scoped Applications using ServiceNow Studio, ensuring modular and maintainable architecture. Designed and executed data ingestion pipelines using Transform Maps, Import Sets, and MID Server integrations. Automated TPRM assessments using Flow Designer and custom triggers based on vendor tier and compliance status. Integrated with the Document Management and Risk Exceptions modules. Customized Procurement workflows to support multi-level approval chains, auto PO generation, and budget validation by writing complex Business Rules and Script Includes. Utilized Jelly to customize service catalog and order guides, enabling dynamic field visibility and conditional messages for procurement-related catalog items. Integrated ServiceNow with enterprise systems (Active Directory, Workday, Intune, PRTG) using REST APIs and Integration Hub. Automated platform processes using Flow Designer and Subflows, reducing manual effort across procurement and ITOM workflows. Led technical documentation and knowledge transfer sessions for platform enhancements and CSDM adoption. Used Studio to develop custom forms and related lists for TPRM and Procurement apps, enabling tailored UI experiences and easier navigation for business users. Install and Configure MID Servers on both Windows and Linux environments. Monitor and Troubleshoot MID Servers to ensure optimal uptime and performance. Led the implementation and customization of ITSM modules such as Incident, Problem, Change, Knowledge, and Service Catalog in ServiceNow, aligning with ITIL best practices. Worked closely with service owners and stakeholders to gather requirements and translate business needs into ITSM workflows, including Service Request and Demand Management. Acted as a ServiceNow Business Analyst for catalog and portal enhancements, vetting and prioritizing incoming requests to ensure optimal user experience. Designed and maintained custom workflows and SLAs for Service Request Management, ensuring timely and efficient service delivery across departments. Integrated Microsoft Intune with ServiceNow to sync device compliance and health status, improving IT Asset and Configuration Management visibility. Automated incident creation from Intune alerts using REST API integration, enabling proactive service desk responses for compliance failures or device issues. Configured a bi-directional interface between ServiceNow and PRTG Network Monitor to ingest real-time monitoring alerts as incidents and change requests. Created custom Event Rules and Transformation Maps to normalize and map PRTG events to CI classes in CMDB using ServiceNow Event Management. Continuously monitored ITSM process performance through dashboards and reporting, identifying automation opportunities and driving continual service improvement. Implemented mobile configuration and work order checklists to streamline technician field operations and ensure SLA adherence. Integrated FSM with Inventory Management and Knowledge Base for enhanced field technician support. Developed automated notifications and calendar integrations for technician scheduling and customer appointments. Enabled Dynamic Translation across portals and forms to support multi-language users using the Now Translate plugin. Customized translation setups for Knowledge Articles, Catalog Items, and custom UI elements using i18n and Message Catalogs. Implemented fallback mechanisms and translation review processes to ensure accuracy across locales. Implemented and configured Virtual Agent with custom topics for self-service, order status, issue triage, and password resets. Integrated Virtual Agent with ITSM, FSM, and Knowledge Base to enable guided help and automatic ticket generation. Developed NLP Intents and Dialog flows to match user inputs and provide relevant automated responses. Piloted Generative AI capabilities for knowledge summarization, ticket auto-resolution, and chatbot-enhanced Q&A. Leveraged Predictive Intelligence for ticket categorization, assignment, and sentiment detection to boost operational efficiency. Implemented ServiceNow SAM Pro to centralize software license tracking and compliance management. Designed and configured license reconciliation processes with multiple discovery sources (SCCM, JAMF, Flexera). Built license models for Microsoft, Adobe, Oracle, and other major vendors to enable accurate compliance reporting. Configured reclamation rules to automatically uninstall unused software and recover licenses for reallocation. Developed optimization dashboards to highlight under-utilized or redundant software subscriptions. WORK EXPERIENCE: Intuitive Surgical ||Sunnyvale, CA ServiceNow Developer- ITSM, HRSD, CSM, ITOM May 2022 to Jan 2025 Independently worked on fixing the issues and enhancements for ITOM and ITSM Led the implementation of horizontal discovery in ServiceNow to identify and map business services, applications, and associated infrastructure across multiple environments, ITOM. Designed and configured horizontal discovery patterns to extend visibility into diverse systems and technologies, ensuring comprehensive coverage of IT assets. Implemented Logic Monitor integration via REST APIs to pull infrastructure health metrics and populate ServiceNow CMDB with accurate CI status and dependency data. Developed a scheduled data sync job to import monitoring alerts from Logic Monitor into ServiceNow, tagging related CIs and triggering the correct workflows. Built automated workflows in Flow Designer to respond to Intune-triggered device non-compliance by creating HR or Security cases in ServiceNow HRSD. Contributed to CSDM adoption strategy, mapping discovered infrastructure and business services into standardized CSDM layers. Designed and implemented ITOM Discovery and Service Mapping aligned to CSDM 4.0, improving CI relationship accuracy. Built custom CMDB extensions (tables, attributes, relationships) to support business-specific service models. Developed and enforced CMDB governance policies using Business Rules, ACLs, and Data Policies. Designed integration frameworks using REST APIs for systems like LogicMonitor, Workday, and Jira. Created reusable Flow Designer automations and integration spokes for cross-platform orchestration. Collaborated in Agile teams to refine backlog items, define acceptance criteria, and deliver sprint-based enhancements. Developed custom Gen AI scripts and policies using Script Includes and Flow Designer for dynamic user interactions and ticket automation. Ensured compliance and data security for Gen AI features by configuring scoped application boundaries, role-based access, and content moderation filters. Led the implementation of applications to centralize risk identification, analysis, and treatment workflows. Mapped business services and assets to risks and controls using CMDB relationships, enabling end-to-end visibility. Developed and implemented automated risk response workflows, aligned to business continuity and incident response processes. Integrated ServiceNow with third-party tools like Archer, SAP GRC, and internal audit systems for unified risk tracking. Troubleshot complex CMDB inconsistencies, discovery issues, and integration failures, ensuring platform stability. Enabled risk register with dynamic filtering by department, region, and risk category. Automated the discovery of horizontal relationships between Configuration Items (CIs), improving the accuracy of the Configuration Management Database (CMDB).. Worked on integrating ServiceNow with Jira using REST API by using flow designer spokes. Created a workspace for the agents with a suite of tools that provides agents, case managers, help desk professionals, and managers with quick access to what they need to help answer customer questions. Managing Service Now CMDB data using Web services, scheduled imports and exports and transform maps. Manage, control, and plan the Configuration Management Database (CMDB) to ensure accurate configuration data, proper reporting, and status accounting. Developed and maintained Java-based ServiceNow applications, implementing scalable backend logic using Java and RESTful APIS.ITOM Designed and optimized Java-based workflows and business rules within ServiceNow, ensuring efficient process automation. Developed and customized HR services and lifecycle events, including onboarding, offboarding, and transitions, using HRSD Lifecycle Events. Integrated HR profiles with enterprise systems to ensure real-time data synchronization across HR processes. Customized and managed the HR Employee Service Center (ESC) portal for a unified employee experience. Configured case and knowledge management specific to HR teams with guided experiences for HR agents. Enabled digital document management for HR by integrating Adobe Sign with ServiceNow for e-signature workflows. Developed personalized employee journeys within the ESC using contextual data and lifecycle triggers. Implemented and maintained automated HR workflows using Flow Designer, improving turnaround time for HR cases. Performed pre-upgrade assessments, including plugin reviews, deprecated APIs, and impact on scoped applications. Coordinated with internal stakeholders to gather module-specific upgrade concerns for ITSM, CSM, and FSM. Executed and maintained ATF test suites for Xanadu upgrade validation, automating regression testing. Participated in Change Advisory Board (CAB) meetings to review and approve upgrade-related changes. Facilitated Sandbox and Dev environment upgrades and validated functionality before promoting to higher environments. Worked on Next Experience UI adjustments as part of the Xanadu upgrade rollout. Engaged in post-upgrade testing of integrations (e.g., Azure, MID Servers, external APIs) to ensure business continuity. Ensured rollback plans and backups were in place prior to production upgrade execution. Developed Java-based integrations for ServiceNow with external systems, improving interoperability and data with external databases (Oracle, MySQL, PostgreSQL) using Java-based JDBC connections. Developed and enhanced ServiceNow UI components using Java, JavaScript, and Angular.js, improving user experience in ITOM Monitor Host System Performance and troubleshoot OS-level issues impacting MID Servers. Manage Virtualized Environments where MID Servers are deployed on virtual machines. Ensure VM Resource Optimization for MID Servers by managing allocation and performance. Troubleshoot VM-Related Issues that may affect MID Server operations and performance. Implemented JavaScript-based validation scripts to enforce data integrity and workflow accuracy in ServiceNow. Developed Automated Workflows using JavaScript and ServiceNow Flow Designer, reducing manual intervention. Built ServiceNow custom reports and dashboards using JavaScript and Glide APIs for enhanced data visualization. Collaborate with various stakeholders and Configuration Item (CI) data owners to maintain the quality of CMDB data and ensure all Configuration Items are kept up-to-date ITOM Drive continuous improvements in the automation and maintenance of non-discoverable data attributes, including integrating other asset management systems as necessary. Conduct data quality analysis, offer recommendations to resolve data quality issues, and oversee the implementation of approved improvements For ITSM modules Designed and executed automated discovery schedules, improving data accuracy and reducing manual intervention in asset tracking and management ITSM. Integrated procurement data with SAM to match purchase orders against entitlement records. Set up contract and entitlement records for vendor license agreements with automated renewal reminders. Designed workflows to manage software requests, approvals, and automated provisioning. Conducted UAT (User Acceptance Testing) for SAM modules to validate workflows and compliance logic. Created scheduled jobs to generate compliance reports for audits and vendor reviews. Integrated Workday HCM with ServiceNow HRSD to sync employee profiles, job data, and reporting structures. Configured inbound data transformations to map Workday fields to ServiceNow tables. Automated HR-driven workflows like asset provisioning for new hires and de-provisioning for terminations. Scheduled regular data synchronization jobs to ensure real-time accuracy of employee and asset data. Coordinated with HR, IT, and procurement teams to ensure end-to-end automation between Workday, SAM, and HAM. WORK EXPERIENCE: Comcast||Philadelphia Senior ServiceNow Developer SPM, ITSM, HRSD Jun 2020-April 2022 Roles and Responsibilities: Configured IVR workflows to interact with customer data, enabling automated responses for order inquiries, status updates, and troubleshooting within the telecom domain. Utilized REST APIs and JavaScript to establish seamless communication between the IVR system and ServiceNow, facilitating dynamic data retrieval and updates. Collaborated with the telecom team to understand order management workflows and ensured IVR compliance with specific telecom business processes. Enhanced customer experience by reducing manual intervention through automated voice responses, guiding users to appropriate telecom services based on IVR input. Configured the OMT module in ServiceNow to streamline telecom order management processes, from order initiation to service activation. Designed and developed custom ServiceNow tables, forms, and workflows for telecom order management aligned with platform standards. Built advanced JavaScript-based solutions (Business Rules, Script Includes, Client Scripts) for complex business logic. Integrated ServiceNow with external systems using REST/SOAP APIs and Integration Hub. Automated workflows using Flow Designer and Workflow Engine, improving order lifecycle efficiency. Developed and maintained data import frameworks using Transform Maps and scheduled jobs. Participated in Agile ceremonies, contributing to story grooming, sprint planning, and backlog refinement. Troubleshot and resolved configuration and scripting issues, ensuring system reliability. Worked on Automated order fulfillment workflows within the OMT module, improving the efficiency of service provisioning and reducing processing time. Developed and maintained JavaScript-based scheduled jobs for data processing and automation within ServiceNow. Integrated ServiceNow with third-party tools using JavaScript, AJAX, and REST APIs, enhancing system functionality. Developed custom workflows to manage the telecom order lifecycle, ensuring smooth transitions between order stages such as creation, activation, and troubleshooting. Improved order tracking and reporting by generating detailed dashboards, providing real-time insights into order performance and resolution times. Implemented ServiceNow scripting (Business Rules, Script Includes) using Java and JavaScript to enhance system functionality. Created dashboards and reports for risk posture, policy compliance, control effectiveness, and audit findings to provide real-time visibility for risk managers and executives. Developed automated test cases using ATF for critical modules like Incident, Change, and Case Management, ensuring consistent regression testing coverage during updates and deployments. Built reusable ATF test suites to automate end-to-end functional testing of Service Catalog items, HR services, and custom workflows, reducing manual testing efforts. Implemented data-driven testing in ATF, leveraging input variables and reusable steps to validate complex business rules, client scripts, and form logic. Conducted UI and server-side script testing via ATF, validating ACLs, UI Policies, Business Rules, and GlideForm/GlideAjax scripts to ensure performance and security. Performed upgrade testing using ATF to validate platform behavior post-patch and major releases, minimizing the risk of post-upgrade issues. Customized test execution sequences and parallel runs in ATF, optimizing execution time for large test suites and increasing testing efficiency. Used ATF to simulate user actions and test personalized workspaces, ensuring compatibility of custom Agent Workspace components across roles. Developed Order Management Dashboards in ServiceNow to provide real-time insights into order capture, fulfillment, and performance metrics, improving decision-making and operational efficiency. Designed and implemented Order Capture processes within ServiceNow, streamlining the intake and validation of B2B and B2C orders. Configured and customized the Order Fulfillment Dynamic Orchestrator to automate and optimize order workflows, ensuring seamless task coordination and reducing fulfillment times. Implemented HAM processes to track asset lifecycle from procurement to disposal. Integrated barcode scanning and inventory updates to maintain accurate asset location and status. Configured workflows for asset assignment during onboarding and recovery during offboarding. Built asset refresh cycle tracking for hardware replacement planning. Integrated HAM with vendor procurement systems to auto-create asset records upon purchase. WORK EXPERIENCE: FEDEX||Memphis, TN ServiceNow Developer--ITSM/CMDB Nov 2017-Jun 2020 As a Developer, worked on the implementation of the HRSD Module for Case Management and Knowledge Management. He worked on the following Worked on UI policies, UI Actions, Flows Designer, Client Scripts, Data Policies, and Business Rules. Consulted and worked with the service client base to make recommendations on business and process improvement. Assisted with the development of processes and procedures to improve incident response times, and analysis of incidents Configured and customized Project Portfolio Management to streamline project tracking and resource allocation. Configured PPM modules to streamline project intake, planning, execution, and reporting. Developed custom dashboards and reports for real-time project tracking and decision-making. Implemented resource management functionalities to optimize workload distribution. Agile Development for improved project tracking. Designed and configured ServiceNow data model components including tables, fields, forms, and relationships. Developed Business Rules, Client Scripts, UI Policies, and ACLs to enforce data validation and security. Built and automated workflows using Flow Designer and Workflow Engine. Created Import Sets and Transform Maps for data migration and integration. Supported CMDB data normalization and relationship mapping, contributing to early CSDM alignment efforts. Troubleshot platform issues and performed root cause analysis for configuration defects. Conducted Value Stream Mapping (VSM) workshops to identify process inefficiencies and automation opportunities within ServiceNow modules such as Incident, Request, and Change Management. Applied VSM during ServiceNow onboarding and module implementations to prioritize development efforts and optimize delivery timelines. Configured HR Workflows to automate repetitive HR tasks such as benefits approval, vacation requests, and employee data updates, improving efficiency and reducing errors. Leveraged HRSD s Employee Center to provide a centralized platform for employees to manage their HR-related services, track cases, and submit requests. Streamlined the HR case lifecycle from creation to resolution, ensuring cases are routed to the appropriate HR teams and escalated as needed. Enhanced HR reporting and analytics to provide insights into service delivery metrics, case resolution times, employee engagement, and HR service performance. Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies, and Data Dictionary. Created record producers for the end user to create the cases Time Tracking & Reporting: Configured timesheet tracking and real-time reporting dashboards. Created various forms and associated Client Scripts, UI policies, including advanced customizations Created new HR Services for automating the Transfer process. Financial Planning: Implemented budget tracking, cost allocation, and financial forecasting within PPM. Created Email notifications, Email Templates, and Mail Scripts, trigger email notifications from server-side scripts. Have worked on REST integration using basic HTTP Authentication by using the flow designer Spokes Hub. Managed HRSLAs (Service Level Agreements) and KPIs to ensure HR services are delivered within the established timeframe, contributing to improved employee satisfaction and productivity. Configured HR service lifecycle from intake to resolution, ensuring each stage of the process is automated and aligned with HR business objectives. Created functional and technical specifications documents for ServiceNow Modules. Worked with Transform Maps, Data Sources, and different transform scripts for data loads and management. Implemented ADOBE Integration for Paperwork. Implemented Virtual Agent and Agent Workspace for the Custom Portal Employee Center. Worked on Dynamic Translator and Natural Language Understanding. Worked on Data sources and import sets to import the local file into the system WORK EXPERIENCE: Genpact|| Hyderabad, IN April 2015- June 2017 Roles and Responsibilities: Collaborated with stakeholders to define and design IT services based on business requirements. This involved understanding user needs, assessing service feasibility, and designing service catalogs, SLAs, and service workflows. Implemented, documented, and maintained the ServiceNow platform to meet specific business needs, supporting ITIL and business processes. Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Management modules.CSM Handled and resolved IT incidents and problems reported by users, including investigation, root cause analysis, and permanent solutions to reduce recurrence. Maintained knowledge base articles to support user self-service and issue resolution. Created and maintained foundation data such as User Accounts, Approvers, and Support Groups; developed new service catalog requests and items with variables. Developed UI appearance for Service Catalog requests and managed end-to-end workflow with approvals. Built custom reports and dashboards for operational and executive-level visibility. Worked on Azure integration to enable secure and efficient communication between ServiceNow and cloud infrastructure. CSM Configured and customized Work Order Management, Work Order Tasks, and Assignment Rules to streamline task assignment and technician workflows. Implemented Contract Management and Entitlements to ensure appropriate service delivery based on customer agreements and SLAs. Developed custom Mobile Agent configurations for iOS/Android using Now Mobile App, enhancing technician productivity with offline access and barcode scanning. Integrated FSM with Customer Service Management (CSM) to create seamless end-to-end service experiences from case creation to field resolution. Automated notifications and escalations using Field Service Notifications and Work Order SLAs, improving customer communication and reducing missed appointments. Configured Skills Management and Resource Pools to intelligently match technicians to jobs based on qualifications and availability Utilized update sets for promoting customizations across development, test, and production environments. Customized the Knowledge Base and implemented relevant user-friendly search capabilities. Configured Case Management workflows, including case creation, routing, SLA management, and resolution processes. Integrated CSM with Knowledge Base and Virtual Agent to enable proactive support and guided resolutions. Set up Account, Contact, and Consumer models to track customer interactions and service history. Enabled playbooks and guided decisions to assist customer service agents in handling complex cases. Built CSM reports and dashboards for case trends, agent performance, and SLA compliance monitoring. Goodyear||Hyderabad Jun 2014 to Mar 2015 Responsibilities: Loaded the bulk data into ServiceNow instances. Worked on inbound Email actions. Configured the different Channels for Incident creation. Created a Portal as per the Themes and requirements. Created reports as per the given requirements in ServiceNow. Worked on Reference Qualifiers. Was involved in requirements gathering along with the on-site team Worked on the configuration of Incident, Change, Problem, and Request Management. Worked on Client scripts, Business rules, and Script includes. Created Service Portals, email notifications, UI Pages, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration, etc. Creating templates, widgets, and also in the service portal CONCLUSION: I hereby declare that the above-furnished details are true to the best of my knowledge. Rajesh Keywords: cprogramm continuous integration artificial intelligence user interface javascript business intelligence information technology purchase order trade national California Delaware Tennessee