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Service Management

Fort Mill, South Carolina, United States
December 11, 2018

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Umair Naseer

Phone: 980-***-****



5+ years of experience in in ServiceNow Analysis, Development, Maintenance, Support and Administration.

Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists.

Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.

Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts and UI Policies.

Have created Business rules, activated plugins, managed data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.

Worked on Event Management module by creating Event Rules, Event Field Mapping and Alert Rules to create the incidents and assign them to appropriate Fulfillment groups based on the incoming events.

Experience in ITOM. (Discovery, Orchestration, Service Mapping, Event & Demand Management).

Created service portal as an alternate to CMS using the AngularJS and Bootstrap framework.

Created custom and scoped applications to Customer based on the business needs.

Have very good understanding about the Studio and have worked in pushing the data to Git hub repository while working on scoped applications.

Integrated Service Now with different Third Party Monitoring tools.

Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.

Created various workflows and customized existing workflows for catalog items and change approval process.

Worked on upgrade from Istanbul Patch 3 to Kingston on service now instance.

Worked on the defects post Upgrade and fixed the defects.

Created Before and After Business Rules, also involved in debugging issues with existing business rules.

Implemented data security using Access Control Lists (ACL) and Data Policies.

Service catalog development which includes workflows designing, creating new catalog items, and execution plans. Worked on different kinds of variables and variable sets.

Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event

Manage the lifecycle of functional validation through multiple environments; including the organization of new test infrastructure to support the pace of Investment Advisory Program deliverable.

Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Event Management, Change Management and Release Management with Knowledge of Service Portal

Defining the process for each service request. Creating scheduled tasks, monitoring the ticket queues and generating statistics.

Maintain the integrity of the Service-Now tool across production and non-production environments.

Expert in reviewing and approving validation documents in accordance with company policies and procedures.

Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.

Understanding of IT Service Management (ITSM) and the ITIL business process. Maintain (SLA) and monitor an SLA workflow.

Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.

Extensive knowledge of Front End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.

Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.

Knowledge in working with the deployment of notification tool in ServiceNow instance.

Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships. Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.

Technical Skills

ServiceNow ITSM, ITIL, CMS, SCR, SAM, ITOM, ITBM and LDAP, Workflow, Discovery, Orchestration, Service Portal, ITAM, Incident, Problem, Change.

Languages C, Java, SQL, PL/SQL, XML, AJAX.

Scripting Language JavaScript, Jelly Script, HTML, CSS

Database Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools TOAD, SQL*Plus10g/9i.

Web Technologies PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System UNIX, Linux and Windows

Packages MSOffice (Word, Access, Excel Outlook and PowerPoint).

ServiceNow Skills:

Incident Management Change Management

CMDB data maintenance and Architecture Service Level Management

Service Request Management Demand Management

Project Portfolio Management ITOM/ITAM

Project Management Asset Management

Problem Management Facility Management

Knowledge Management Discovery

Orchestration Service Mapping

Create Custom and Scoped applications in ServiceNow Service Watch

Service Portal Event Management

Education and Certification

Bachelor’s in Computer Science Engineering

Professional Experience

LPL Financial, Fort Mill, SC Apr 2017 – Present

Sr. ServiceNow Developer

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades.

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.

Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies

Worked on loading the data into Service-Now using import sets.

Imported Configuration Items (CI) from third party applications using import set tables.

Involved in migration between various Service-Now instances using Update Sets.

Loaded assets into SNOW from third party system using Web Services and Import Sets.

Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.

Involved in providing production support for service catalog, incident, problem, change, release, deployment, task and knowledge management modules in ServiceNow platform.

Access Automation using REST Integration and Scripted Web Services.

Responsible for designing, analyzing and developing business application which involved customization and work flow administration, data imports, custom scripting using java script.

Created custom tables, based on business needs.

Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.

Worked on Email Notification, Reports and Database views.

Checking MID server health and monitoring ECC queue.

The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to best achieve an organization’s operational and financial goals.

Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.

Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.

During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.

Worked on integrating ServiceNow with external SOAP and REST based web services.

Customized Helsinki Service Portal and powered them using Angular JS and Jelly Scripting.

Development of Service catalog - catalog items, designing workflows and execution plans.

Designed Framework to meet internal demands and budget.

Excellent knowledge on code migration between various ServiceNow environments using Update Sets.

Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.

Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.

Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.

Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.

Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into Service Now.

Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.

Creating custom UI pages using Jelly scripting in ServiceNow.

Creating Multiple control conditional expressions using jelly scripting and other jelly tags.

Dell, Austin, TX Nov 2015 – Mar 2017

ServiceNow Developer/Administrator

Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.

Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.

Built catalog items from scratch along with advances customizations as per the complex requirements.

Configured and executed client’s scripts/UI policies.

Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.

Expertise on creation of workflows for Service Catalog items in ServiceNow.

Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

Created many scripts which include Business rules for server-side scripting.

Developed validation deliverables for the application.

Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.

Good knowledge on Single Sign on and event-based integrations.

Performed commissioning the test scripts in Development and Validation Environments.

Perform ServiceNow implementation tasks including configuration, integration, custom programming.

Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.

To set up Configuration Management and defining the CI classes and their relationships.

Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.

Implemented Single Sign On (SSO) using SAML 2.0

Performs System and integration testing with sample/live data with Support Services team.

Configuring SLA’s and Reports. Defining the process for each service request.

Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.

Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

Check the change management document and verify the changes. Assist in Release Management during product and patch releases.

Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.

Following up with clients, interacting with end users on process requests, user training etc.

PNC Bank, Pittsburgh, PA June 2013 – Oct 2015

ServiceNow Developer

Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.

Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.

Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.

Application Support for Incident Management, Problem Management and Service Catalog. Involved in developing workflows. Reviewed Business Rules and recommended solutions for implementation.

Involved in design and development of ServiceNow forms and views. Developed Scripts to invoke existing Script Include. Used Glide Scripting to develop Business rules.

Created several Client Scripts, UI policies, and UI Pages using JavaScript. Used Notifications to communicate to group of users. Developed Views, Approval and Assignment Rule Development.

Development of SLA's for the organizations. Implementation of ACL's. Customized Service Catalog Management.

Performed code migration using update sets. Used Web Services, Email Integration to integrate applications and data sources. Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.

Creation of Custom Related List, Dictionary fields.

Gathered business requirements from the customers, stakeholders, end-users.

Involved in weekly scrum meetings.

Worked on integrating ServiceNow with external SOAP and REST based web services.

Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.

Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.

Used ACL's for controlling the security mechanism in ServiceNow.

Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.

Developed and maintained APIs and data integration processes between ServiceNow and other services.

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