Developer at
Desire Innovations
Current
2024
-
Now
• Developed ITSM and CSM modules including Incident, Problem, Change, Knowledge, Case, and Request item workflows, ensuring streamlined case management and SLA adherence.
• Built custom scoped applications using custom tables, forms, dictionary attributes, UI Actions, UI Policies, and layouts within ServiceNow Studio.
• Designed and automated Flow Designer workflows, Business Rules, Scripted Actions, Notifications, and Background Scripts to support complex process automation.
• Implemented client-side & server-side scripting including Client Scripts, Script Includes, and Glide scripting to enforce logic and maintain platform integrity.
• Managed Update Sets, versioning, dependency checks, code reviews, and migration strategies across Development → Test → Production environments.
• Configured ACLs, roles, and table-level security, ensuring proper data access and secure separation of responsibilities across customer, agent, and manager personas.
• Customized Record Producers, Catalog Items, Agent Workspace, and Customer Service Portal components for improved user experience and faster case resolution.
• Designed and configured Inbound Email Actions, enabling email-to-case creation, auto replies, and SLA-based notifications.
• Collaborated with cross-functional teams to validate workflows, test releases, and maintain high-quality platform configurations.