About
ServiceNow Developer and Administrator with 4 years of hands-on experience in IT Service Management (ITSM) and CMDB. Skilled in ServiceNow development, configuration, customization, and administration, delivering process automation and workflow solutions that improve IT operations. Proficient in Incident, Problem, Change, Service Catalog, and CMDB modules. Experienced in user access management, platform maintenance, and continuous process improvements to enhance system performance and reliability.
Skills & Expertise (17)
Work Experience
System Engineer (ServiceNow Developer/Administrator)
INFOSYS LIMITED
Mar 2022 - Present
Configured & customized ITSM (Incident, Problem, Change, Request, Service Catalog) to streamline request fulfilment and reduce manual touchpoints. Built end-to-end fulfilment workflows using Flow Designer (requests → RITMs → tasks), including approvals, task orchestration, and notifications. Developed Service Catalog items, Record Producers, and Order Guides with variables, catalog client scripts, UI policies, and validations to increase first-time resolution and data accuracy. Authored client‑ and server‑side logic via Client Scripts, Business Rules, Script Includes, UI Actions, and UI Policies to implement dynamic behavior, defaults, and visibility/mandatory rules. Involved in Service Catalog design, including creation of catalog items, record and variable sets. Customized Forms/Dictionaries/List Layouts to enhance usability and role-specific views; standardized UI policies and validations. Migrated Update Sets across Dev/Test/Prod following change control, supported release readiness, instance synchronization. Administered Users/Groups/Roles, managed impersonation, delegation, and elevated privilege reviews per security standards. Configured SLAs and email notifications. Normalized CMDB imports via Transform Maps, Data source. Delivered reports/dashboards for operational visibility. Gathered requirements with business stakeholders; interpreted business/functional needs and drafted technical specifications for development tasks. Participated in Agile ceremonies (sprint planning, grooming, daily standups).
Education
BSC - INDIRA GANDHI SR. COLLEGE CIDCO, NANDED
2018 - 2021 · Afghanistan
HSC - KUSUMATI JR COLLEGE, NANDED
2016 - 2018 · Afghanistan
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Skills (17)
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