شايك ghouse

Having total 6 Years of IT Experience and 4+ years of relevant experience as ServiceNow
Developer & Administrator.
● Experience in implementing Incident Management, Problem Management, and Service Request
Management.
● Experience of handling bug fixes and enhancement requests.
● Experience working with Business Rules, Client Scripts, Access Control Lists(ACL) etc.
● Extensive work experience on UI Polices, UI Scripts and Scripts Includes.
● Strong ownership, accountability, and attention to detail in all work efforts.
● Experience working with Email Notifications, Inbound Actions.
● Experience on creation of Catalog Items, Record Producers, and User Guide.
● Working on creation and customization of complex Workflows and custom workflow activities.
● Worked with Transform Maps, Data Sources and different Transform Scripts for data loads and
management.
● Experience with implementing configurable SLA Management.
● Developing functional and technical specifications and provide User Training.

The process is integrated with the Helpdesk portal.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA.
• Developed Service Catalog items, Variable Sets, UI Policies, Data policies, ACL’s, Client Scripts.
• Customized Incident/Problem/Service catalog applications using Business Rules, Client Scripts.
• Using different workflow activities and added new conditions for activities.
• Responsible in building SLA and generating Reports.
• Created Email Notifications, Email Templates and Mail Scripts.
• Proven team player and team builder.
• Strong ownership, accountability, and attention to detail in all work efforts.
• Grooming new comers and sharing knowledge.
• Documentation of changes and new development as technical and functional specs.
• Excellent written, verbal, listening, communication & interpersonal skills.
• Contribute to technical discussions, and be involved in the decision-making process with other senior
engineers to resolve product issues

Requirement analysis and develop workflows.
• Service Catalog and request workflow design and configuration.
• Worked on creating Users, Groups and assigning Roles to Users.
• Working with client and functional requirements within ServiceNow.
• Development of service catalog which includes creating new catalog items.
• Extensive work experience on implementing and developing on core IT Service Management processes and
ITIL Process like (Incident Management, Problem Management, and Service Request
Management).
• Moving data in and out of an instance using import sets and transform maps and also auto import of data
into ServiceNow.
• Worked on creating custom tables and customizations on that.
• Developed custom applications for Service Management using the ServiceNow platform.
• Design and implement new functionality using Business Rules, Client Scripts, UI Polices, UI Scripts, Script
Includes, and Access Control Lists.
• Working on Incidents to resolve the issues within the SLA and raising changes and driving towards
Approvals and Execution.