Nayeem Zaman

+1-205-***-****

ad4r9r@r.postjobfree.com

Raleigh, North Carolina, 27603

PROFESSIONAL SUMMARY

Having around 5 years of Experience in ServiceNow development. Having strong knowledge on MSP instance

(domain separated instance). User Administration includes managing user accounts, groups, and roles. Developed Business rule, Client Script, Script Include, UI Action, inbound action etc. SKILLS

ServiceNow Modules and Applications:

ITSM, ITOM, ITAM, ITBM, HRSD, CMDB, CSM, Service Portal, Service Catalog, Discovery, App Engine Studio, Integration Hub, Workflow Designer

Programming Languages/Frameworks/Web Technologies: JAVA, JSON, AJAX, NODEJS, REST/SOAP, PL/SQL, JAVASCRIPT, ANGULAR JS, CSS/HTML5, and GIT HUB. Soft Skills:

Agile/Scrum, Weekly sprints, Daily Standups, Requirement Gathering, Collaboration, Conflict Handling, and Client Communication.

PROFESSIONAL ACCOMPLISHMENTS

Successfully integrated ServiceNow with Azure and other third-party tools, enabling seamless data exchange and streamlining operations across multiple platforms. This integration enhanced overall system functionality and improved efficiency. Played a key role in implementing Human Resources Service Delivery (HRSD) modules within ServiceNow. By automating HR processes and enhancing employee self-service capabilities, I significantly improved the HR service experience, resulting in increased productivity and satisfaction among employees.

·Designed and developed a fully customized Portal for a client, leveraging ServiceNow capabilities. This included widget customizations, page creation, and micros implementation. The result was a userfriendly and intuitive portal that optimized user experience and facilitated easy access to relevant information and services. Designed and implemented comprehensive IT Service Management and IT Operations Management solutions within ServiceNow. This involved streamlining processes, automating workflows, and improving the overall efficiency of IT operations. The implemented solutions resulted in reduced time with improved service.

·Throughout various projects, I successfully collaborated with stakeholders and project teams to ensure seamless implementation and achieve project objectives. By effectively communicating and aligning with cross-functional teams, I facilitated the smooth execution of ServiceNow initiatives, resulting in successful outcomes. I have diligently completed courses such as "ServiceNow Fundamentals" and "ServiceNow Administration," which provided me with a solid foundation in the platform's core functionalities. These courses equipped me with the knowledge to configure and customize ServiceNow applications, manage user access and permissions, and effectively leverage the platform's IT service management capabilities. PROFESSIONAL EXPERIENCE

Morgan Stanley, New York, NY Nov 2021 to Feb 2024 (2.2 Years) A leading global financial services firm providing a wide range of investment banking, securities, wealth management and investment management services. With offices in 42 countries, our firm's employees serve clients worldwide including corporations, governments, institutions and individuals. Senior ServiceNow Developer (Remote)

Collaborated with the project team to implement the ServiceNow platform for a Healthcare software project. Employee self-service portal, Knowledge management Portal, Service catalog and other Portals for internal and external use. Configured CMDB in the ServiceNow platform, including creating tables, defining & managing CI classes, relationships, and discovery schedules.

Pro-efficient in debugging and Problem Solving ITBM. Configured ServiceNow ITSM modules, including Incident Management, Change Management, and Service Catalog. Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs. Created Templates for gathering requirements to improve business Processes. Created Catalog Items based on design requirements and user stories. Facilitated roll out of ServiceNow modules. Managing client scripts, UI policies, UI actions and Data policies. Completed ETL processes to import different formats of data (CSV, XML, and Excel) into ServiceNow. Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM), Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Manages data with Tables, Database operations, the CMDB, Import Sets, and Update Sets. Manages users, groups and roles and functionality implementation. Building of Notifications and scripts. Creation of Groups and Roles and Implemented ACLs. Maintains and support ServiceNow operational functions. Conducted the full SDLC lifecycle to implement ServiceNow Software and SS Asset Management and integrated it with an external discovery tool. Implementation of Software and Change Management, ServiceNow Change Management. Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system. Monitored and performed ServiceNow admin activities which involve user and group administration. Good hands-on experience on ITIL framework. Designing and customizing new Applications and Modules as per the requirements. Involved in Creating users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis. Worked on various modules in Service Catalog Management. Used scripting tools and ServiceNow functionality, create scripts to automate routine tasks being done in ServiceNow.

Worked on REST API as a third-party application for Integration. Responsible in transfer of data from one instance to other by creating and modifying Update sets. Import sets to transform data and transform maps. DTE Energy, Detroit, Michigan July 2019 to sept 2021 (2.3 Year) Detroit-based, diversified energy company involved in the development and management of energy-related businesses and services nationwide. Built on a strong utility base, DTE Energy's largest operating subsidiaries are DTE Electric and DTE Gas. Together, these regulated utility companies provide electric and/or gas services to more than three million residential, business and industrial customers. Senior ServiceNow Developer (Remote)

Responsible for leading the global Service Management Platform (ServiceNow) team, that includes fulltime associates, contracts and vendors. Work directly with business partners to understand business requirements and translate those into technology solutions utilizing the ServiceNow Platform, and to ensure customer expectations are met in a timely manner and aligned with technology standards. Develop and lead the team responsible for designing, developing, deploying, installing, configuring and maintaining standards, sustainable solutions on the ServiceNow platform with regards to discipline and software. Leading the implementation of the GRC module in ServiceNow to replace Archer and consolidating several processes across the Enterprise and IT Risk Management. Built an entire category in the Service Catalog with over 80 items and accompanying workflows for the Executives and EAs of the company. Completely overhauled the LDAP configuration, everything from what fields to pull from AD and the scripting required to manipulate each record; ignoring, updating, and assigning new records based on various fields and their values. Constructed over 50 reports and gauges. Designed over two dozen custom Service Catalog Request forms and Record Producers, all with accompanying workflows. Worked closely with a senior Technical ServiceNow Developer

First months dedicated to creating the new VIP-only Desktop Support role, building and documenting the processes that would become a new standard within the company Supported VIPs and C-level employees only while in the VIP Desktop Support role. Successfully worked on business requirements and technical specifications for ITSM platform.

Responsible for providing ServiceNow customization to end clients. Involved in creating new workflows and modifying the existing work flows according to new requirements. Worked on Incident management, Problem management, Change Management and Configuration Management. Configured inbound Email actions to create incidents or requests. Modified forms and form sections depending on the items to be configured. Developing Service Catalog Items as per the requirements of the stakeholders. Worked in production support for all the ServiceNow related issues. Involved in planning and coordinating Implementation plan for every release in ServiceNow. Prepared requirement specifications and design documents. Strong knowledge in scripting using JavaScript.

Good knowledge in designing the layout of the forms using UI actions and UI policies. Build reports, gauges, and homepages. Involved in LDAP integration with ServiceNow for obtaining users and groups. Worked in coordinating all the changes through ITIL based change management practices. MariaDB, Redwood City, California May 2017 to May 2019 (2 Year) A new generation cloud database company whose products are used by companies big and small, reaching more than a billion users through Linux distributions and have been downloaded over one billion times. Deployed in minutes and maintained with ease, leveraging cloud automation, our database products are engineered to support any workload, any cloud and any scale.

Senior ServiceNow Admin/Developer (Remote)

Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions. Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Assist in the import of configuration and asset data. Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM. Working on Report, dashboard designing. Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Created a customized role with all the required access to the entire application for the admin of GRC. Submitted the documentation and trained the GRC users on ServiceNow GRC Application. Collaborated with the GRC team on the development of the GRC solution.

Expertise on Servicenow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls. Worked with team to monitor and validate the risks involved, calculated and maintained risk criteria in GRC. Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency, and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.

Prepared documentation for requirements, design, installation and unit testing and system integration ServiceNow. Implemented modules like Incident Management, Problem Management, Change Management and Knowledge Management. Integrated third party tools like SCCM, Intune and Dynatrace for Configuration Management and Asset Management

Rolled out Self-Service Portal to enhance the end user Amazon experience to request for IT Services. Created widgets and Service portal pages, catalog items, record producers. Implemented Service Catalog requests and automated business process wherever is needed.

Customized complex workflows and custom workflow activities. Handled Bug Fixes and Enhancement requests. Implemented email notifications, inbound actions, reports, and home pages. Integrated third party tools using REST and SOAP protocols in ServiceNow. Installed MID Server in ServiceNow for LDAP and other third-party integrations. Perform Servicenow Upgrades annually. Worked in Release management during product and patch releases.

Security Incident and Vulnerability management. Edge Encryption installation. Implement / support numerous integrations including SCOM, Datadog, Rapid7, Rundeck, Praxis, SailPoint, PagerDuty, Jira, PagerDury. Created and modified Update Sets to transfer data from one ServiceNow instance to another instance. Developed new Service Catalog Items and fixed bugs in incident, problem and change management. Involved in testing forms and reports for mapping of the objects and data transfers. Troubleshoot the discoveries for probe errors and at times designed custom probes for specific CIs. University of North Carolina at

Charlotte

Certified Application Developer

Application Developer Core Skills Micro-Certification Suite Application Developer User Interface Creator Micro- Certification

Integration Hub Fundamentals Micro-Certification

Service Portal Fundamentals Micro-Certification

Virtual Agent Implementer Micro-Certification