Collaborated with cross-functional stakeholders, business analysts, and IT leadership to gather requirements, translate business needs into technical specifications, and deliver scalable ServiceNow ITSM, HRSD, IRM, and GRC customizations on time and within scope.

Led end-to-end development of complex Workflows, Flow Designer, IntegrationHub Spokes, and automated processes that streamlined ITSM, HRSD, CSM, IRM, and GRC use cases while reducing manual effort and eliminating process bottlenecks.

Architected and built secure REST/SOAP integrations, event-driven interfaces using IntegrationHub, MID Server, and secure authentication protocols to connect ServiceNow with enterprise systems such as SAP, Workday, Azure, and Security Platforms.

Designed, configured, and extended Service Catalog, Record Producers, HR Service Delivery (HRSD) Case Management, Catalog Workflows, and Approval Policies to enhance user experience, reduce resolution times, and enable enterprise self-service automation.

Developed and maintained custom Scoped Applications, UI Policies, UI Actions, Client Scripts, Business Rules, Script Includes, and Data Policies with optimized performance, reusable code patterns, and adherence to ServiceNow best practices.

Implemented CMDB Discovery, Service Mapping, reconciliation rules, and CI relationship models to support accurate asset visibility, IRM risk assessments, and GRC compliance reporting aligned with ITIL v4 standards.

Designed and implemented end-to-end ServiceNow ITOM solutions including Discovery, Service Mapping, Event Management, and CMDB, delivering real-time infrastructure visibility and improved operational stability across large-scale banking environments.

Led enterprise-wide CMDB architecture and governance using CSDM, defining CI classes, relationships, normalization rules, and lifecycle management to significantly improve data accuracy, audit readiness, and regulatory compliance.

Configured and optimized ServiceNow Discovery (Horizontal & Cloud) using MID Servers, schedules, and credentials to automatically identify on-prem, cloud, and hybrid assets across AWS.

Built dynamic Service Mapping for business-critical financial applications, mapping dependencies across load balancers, databases, middleware, containers, and cloud services to enable proactive impact analysis.

Implemented Event Management with advanced correlation rules, alerts, and noise reduction policies, improving root cause analysis (RCA) and significantly reducing MTTR for critical banking systems.

Developed advanced Business Rules, Script Includes, UI Policies, and Client Scripts using JavaScript (ES6) to automate ITOM workflows, improve platform scalability, and enhance performance.

Integrated ServiceNow ITOM with enterprise monitoring tools such as Splunk, Dynatrace, SolarWinds, and SCOM, ensuring seamless event ingestion, normalization, and actionable insights.

Designed, configured, and administered ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and CMDB, supporting statewide agencies with high-availability and compliance-driven workflows end to end.

Developed and customized ServiceNow applications using JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes to automate service delivery and reduce manual operations across departments.

Led implementation and optimization of Service Catalog and Request Fulfillment workflows, creating dynamic forms, catalog items, and approvals that improved user experience and reduced turnaround time.

Configured and maintained CMDB using CSDM best practices, discovery patterns, reconciliation rules, and dependency mapping to ensure accurate asset tracking and impact analysis for enterprise services.

Built and optimized workflows and Flow Designer automations integrating approvals, notifications, and SLA logic, improving operational efficiency and adherence to NY State IT governance standards.

Implemented and managed SLAs, OLAs, and Escalations using ServiceNow Performance Analytics, enabling proactive monitoring, trend analysis, and executive-level reporting.

Led end-to-end implementation of ServiceNow ITSM modules including Incident, Problem, Change, and Request Management, aligning workflows with insurance operations and improving service resolution efficiency across claims and policy systems.

Configured and customized ServiceNow Service Catalog, Workflows, and UI Policies to support Guidewire PolicyCenter and ClaimCenter integrations, ensuring standardized request fulfillment and seamless user experience.

Developed complex Business Rules, Client Scripts, Script Includes, and UI Actions using JavaScript to automate approvals, notifications, and SLA-driven escalations across enterprise IT services.

Integrated ServiceNow with Guidewire applications and third-party tools using REST/SOAP APIs, MID Server, and Web Services, enabling real-time data exchange and incident synchronization.

Designed and maintained CMDB with Discovery, Service Mapping, and CI Relationships, ensuring accurate infrastructure visibility for Guidewire environments hosted on hybrid and on-prem platforms.

Implemented and optimized ServiceNow Asset Management processes to track hardware, software, and licensing tied to Guidewire applications, improving audit readiness and cost control.

Supported implementation and configuration of ServiceNow ITSM modules including Incident, Problem, Change, and Request Management, ensuring alignment with ITIL v3 best practices and enterprise support workflows end-to-end.

Assisted in designing and maintaining ServiceNow forms, tables, UI Policies, and Client Scripts using JavaScript, improving usability, data validation, and operational efficiency across service desk operations.

Configured and maintained Business Rules, Workflow Editor, and Notifications, enabling automated task routing, SLA tracking, and timely communication between support teams and stakeholders.

Worked closely with business analysts and SMEs to gather requirements, translate them into ServiceNow functional specifications, and deliver scalable platform enhancements with minimal rework.

Performed day-to-day administration of ServiceNow platform, including user management, role-based access control, groups, and assignment rules to ensure security and compliance standards.

Assisted in implementing CMDB by configuring CI classes, relationships, and discovery data validation to improve asset visibility and dependency mapping across infrastructure services.