Over 10 years of professional experience, with 3+ years of specialized experience in ServiceNow IT Service Management (ITSM). Skilled in designing, configuring, and improving ServiceNow ITSM processes to boost service delivery and efficiency. Proficient in using ITIL best practices to create scalable and effective solutions. • Comprehensive knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management and Request Management • Proficient in developing custom workflows, Business Rules, Client Scripts, UI Actions, UI Policies, and Glide scripts to tailor ITSM functionalities to organizational requirements. • Skilled in designing and implementing Service Catalog items, including Record Producers, workflows, approvals, and SLAs, to streamline request fulfillment processes. • Hands-on experience in configuring and managing Change Management processes, including approvals and risk assessments. • Expertise in configuring Incident and Problem Management processes for efficient ticket resolution, root cause analysis, and proactive issue mitigation. • Skilled in configuring Access Control Rules (ACLs) to ensure secure and appropriate access to ITSM applications and data. • Experienced in implementing ITSM reporting and analytics, creating customized dashboards and performance metrics to monitor and improve service delivery. • Proficient in integrating ServiceNow ITSM with third-party tools and platforms using REST and SOAP APIs for enhanced interoperability. • Experienced in bulk data import and export using transform maps, scripts, and Excel/CSV data sources to maintain data accuracy and integrity.