About
Having 3.9 years of overall experience in which over 2 years from ServiceNow as an ITSM Developer. Having working experience in ITSM, Service Catalog, Flow Designer and have good hands-on on Client scripts, UI Actions, Business rules, Script actions. Analyzing the requirements and formulating solutions. Verifying the new features developed as part of the sprint before the code is deployed in production environment. Fixing the issues reported by other team members and deploying the same in the lower test environments for the team members to verify. Proactive monitoring of the logs, identifying the issues and exceptions that occur in the production environment, fixing and deploying solutions for the same in lower environments. Defect tracking and root cause analysis. Building documentation for existing functionalities and new requirements. Ability to work in large and small teams as well as independently. Monitoring and managing the schedule of the tasks, reports running all the environments. Ability to interact with end users and client personnel, self-motivated quick learner. Good exposure in using tools such as GIT, JIRA.
Skills & Expertise (21)
Work Experience
Custom Software Engineering Analyst
Accenture Bangalore
Sep 2021 - May 2025
Worked as a Custom Software Engineering Analyst, designing and customizing ServiceNow ITSM modules including Incident, Problem, Change, and Request Management, supporting retail stores. Implemented Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes using JavaScript and Glide APIs. Designed and maintained Service Catalog items with workflows and Flow Designer automations to streamline service delivery. Actively worked on CMDB configuration, CI class modeling, and relationship management to improve data accuracy. Developed REST integrations to synchronize data between ServiceNow and external enterprise systems. Created role-based ACLs to ensure secure access control and compliance with client security standards. Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration. Built performance analytics, reports, and dashboards to track SLAs, KPIs, and operational metrics. Responsible for providing analysis of problems and resolutions or fixes for the production issues related to the Service Now platform within the Service Level Agreement. Worked with business analysts, QA teams, and stakeholders in Agile/scrum delivery model, participating in sprint planning, reviews, and retrospectives.
Java Developer
Specsavers
Sep 2021 - Jan 2023
Worked on Java-based enterprise applications for the Specsavers client, contributing to backend development and application maintenance. Implemented business logic using core Java, collections, exception handling, and object-oriented programming concepts. Fixed defects, optimized existing code, and supported production issues to ensure application stability. Collaborated with cross-functional teams to analyze requirements and deliver enhancements. Followed Agile methodologies, building a strong technical foundation that enabled a smooth transition to development.
Application Developer
Specsavers
Feb 2023 - May 2025
Designed and customized ServiceNow ITSM modules including Incident, Problem, Change, and Request Management, supporting retail stores. Implemented Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes using JavaScript and Glide APIs. Designed and maintained Service Catalog items with workflows and Flow Designer automations to streamline service delivery. Actively worked on CMDB configuration, CI class modeling, and relationship management to improve data accuracy. Developed REST integrations to synchronize data between ServiceNow and external enterprise systems. Created role-based ACLs to ensure secure access control and compliance with client security standards. Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration. Built performance analytics, reports, and dashboards to track SLAs, KPIs, and operational metrics. Responsible for providing analysis of problems and resolutions or fixes for the production issues related to the Service Now platform within the Service Level Agreement. Worked with business analysts, QA teams, and stakeholders in Agile/scrum delivery model, participating in sprint planning, reviews, and retrospectives.
Education
B.Tech (EEE) - Jawaharlal Nehru Technological University, Anantapur
- 2021 · Afghanistan
Certifications
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Skills (21)
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