Software Development Servicenow Administrator
Resume:
Kafayat Kareem
*************@*****.***
Richmond Texas
PROFESSIONAL PROFILE
Over 6 plus years of total IT experience in software development focused majorly in ServiceNow platform as a Developer with strong ITSM, HRSD, GRC/IRM experience. Looking for the opportunity to work as a ServiceNow Administrator/Developer in your organization, I have vast experience designing, developing, building, and customizing applications or provide support responsibilities to end-users of the software and provide solutions leveraging best practices (i.e., ITIL). As a ServiceNow Administrator/Developer I plan, analyze, and evaluate the effectiveness and efficiency of IT Services.
PROFESSIONAL SUMMARY
●Hands-on experience with ServiceNow.
●Proficiency in understanding ITIL concepts.
●Experience working in an Agile Development environment.
●Analytic and problem-solving skills.
●Strong organizational skills.
●Strong communication skills.
●Experience and proficiency with various web-based software applications including Microsoft 365.
●Soft skills are key: communication, ability to manage workload, ability to track and verbalize project status, and ensure data completeness and accuracy in a large-scale project.
●Effective skill maintaining accuracy with attention to detail and meeting deadlines.
●Experience in IT solution creation and delivery with increased business intelligence.
●Effective research, analytical, and problem-solving skills.
●Effective organizational, planning and time management skills.
TECHNICAL SKILLS
ServiceNow, Change Management, Incident Management, Problem Management, Request
Fulfilment, Service Catalog, Knowledge Management, Automated Test Framework ITIL, Java Scripting, ServiceNow enhancement and configuration, Business rules configuration, ServiceNow Integration, Rest APIs, HTML, CSS, AJAX, HTTP, XML, Active Directory, Workday, Agile/Scrum Methodology.
Testing Tools: HP ALM, HP Quality Center, HP Quick Test Pro, UFT.
Microsoft 365
Methodologies: Agile Scrum, Waterfall.
PROFESSIONAL EXPERIENCE
Infosys Limited
August 2022 – Till Present
ServiceNow Developer (ITSM/IRM)
Work with Application SMEs to create and validate Service Maps for key applications.
●Adheres to existing platform governance process for support and maintenance.
●Works closely with existing governance teams as a team member (Module Leads, Program and Platform Management).
●Day to day support and maintenance of the ServiceNow platform, work with teams to develop solutions in ServiceNow.
●Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACL’s
●Gather specifications from service owners, document requirements, and deliver product releases to meet business needs.
●Be responsible for the configuration and administration of solutions within the ServiceNow environment.
●Work on integrations using web services (REST) for inbound, outbound, or bidirectional.
●Work with ITSM team members, internal customers, and external vendors to design, configure, test, document, and deploy system changes to the environment.
●Collaborate with team members to look for ways to continuously improve our enterprise platform related processes.
●Monitor health, usage and overall compliance of ServiceNow and its applications.
●Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
●Understand how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits.
●Coordinate application and platform upgrades.
●Develop systems integrations and process automation.
●Configure and maintain Catalog Items in the Service Catalog.
●Configure and maintain SLA, catalog items and their associated workflows.
●General support, administration, and maintenance of ServiceNow platform and associated applications.
●Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
●Configure user accounts, groups, and roles.
Transform IT risk management, governance, and compliance programs based on clients’ business structures, strategies, and priorities.
●Drive high-profile and high-impact projects solving complex IRM challenges.
●Collaborate and lead meetings with executive stakeholders, including C-suite, IT operations, system architects, security professionals, and business leads.
●Translate business requirements into technical requirements.
●Communicate IRM technology capabilities into business terms for executive stakeholders.
●Architect and implement innovative data driven IRM solutions that leverage automation and integration to make clients more effective and efficient at reducing risk.
●Assist the IRM leadership with researching and working without innovation lab team to design new and improved IRM solutions.
●Assist the IRM team with data architecture models and capabilities to support data-driven solutions for clients.
●Work side by side with vendor strategists, product development & architect teams to understand and integrate Accenture intellectual property where appropriate.
●Work with IRM process experts to design and implement advanced IRM solutions.
●Facilitate use of technology-based tools or methodologies to continuously improve the monitoring, management, and reliability of the service.
Quva Pharma
July 2019 – July 2022
ServiceNow Developer (IRM/ITSM)
Adheres to existing platform governance process for support and maintenance.
●Works closely with existing governance teams as a team member (Module Leads, Program and Platform Management).
●Day to day support and maintenance of the ServiceNow platform, work with teams to develop solutions in ServiceNow.
●Build requested items and tasks using workflows to manage process.
●Collaborated with cross-functional teams to design, implement, and monitor comprehensive GRC programs, ensuring alignment with industry standards and regulations.
●Assisted in the design and implementation of risk management frameworks, including risk identification, assessment, and mitigation strategies.
●Responsible for end-to-end application design, workflow configurations, and customizations.
●Managed compliance documentation and maintained up-to-date records of policies, procedures, and regulatory guidelines.
●Work with teams to resolve support issues in ServiceNow.
●Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACL’s
●Gather specifications from service owners, document requirements, and deliver product releases to meet business needs.
●Be responsible for the configuration and administration of solutions within the ServiceNow environment.
●Work on integrations using web services (REST) for inbound, outbound, or bidirectional.
●Work with ITSM team members, internal customers, and external vendors to design, configure, test, document, and deploy system changes to the environment.
●Collaborate with team members to look for ways to continuously improve our enterprise platform related processes.
●Monitor health, usage and overall compliance of ServiceNow and its applications.
●Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
●Understand how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits.
●Coordinate application and platform upgrades.
●Develop systems integrations and process automation.
●Configure and maintain Catalog Items in the Service Catalog.
●Configure and maintain SLA, catalog items and their associated workflows.
●General support, administration, and maintenance of ServiceNow platform and associated applications.
●Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
●Configure user accounts, groups, and roles.
●Creation of dashboards and reports.
●Create/maintain system integrations.
●Create/maintain system data imports/exports.
Pharmedium
June 2018 – June 2019
ServiceNow Developer/Admin Responsibilities:
●Developed Service Catalog which includes creating new catalog items, designing workflows and execution plans.
●Perform ServiceNow configuration and administration.
●Workflow creation/modification
●Wrote Client Scripts, UI policies, Business Rules and UI Actions, UI Pages/Macros.
●Form design and updates.
●JavaScript writing.
●Improve business processes and manage continuous improvement projects.
●Manage functional and process documentation.
●Assisted in upgrades and changes to ServiceNow instances.
●Managing permissions and access (roles, users, and groups).
●Guide business users with the process and ServiceNow.
●Work with the ServiceNow support team to resolve issues.
●Setup reports and schedule them.
●Setting up notifications and alerts.
●Work closely with Project Managers and business stakeholders and implement ITIL best practices.
●Maintain Service Catalog and Service Level Management.
●Resolve basic incidents and fulfill routine service requests.
●Worked with ServiceNow Workflows for Incident Management, Change Management,
Service Requests and SLA’s.
●Create/Configure notifications.
●Configure user accounts, groups, and roles.
●Creation of dashboards and reports
●Create/maintain system integrations.
●Create/maintain system data imports/exports.
●Design ServiceNow solutions that meet the needs of the business.
●Creates test scripts and cases to assist customers with solution verification.
●Creates release notes for work performed.
Mercy Health
May 2017 – May 2018
ServiceNow BA/QA
Responsibilities:
Analyzed business processes such as Incidents and document functional requirements to increase operational maturity among various ITSM processes, Change, Problem, Service Catalog, Request Fulfillment, within ServiceNow platform.
Involved in requirements gathering, documentation and management, specifically creating business and functional requirements and specifications and requirements traceability matrices.
Designed ServiceNow integrations with third-party tools.
Conducted requirements gathering & analysis, solution design, development task management, quality assurance and release methodologies.
Effectively analyzed and solved problems.
Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design an optimal solution that supports the business process that meets or exceeds functional requirements.
Assist the technical team in translating application functionality into application architecture and the production of a business functionality requirements statement.
Document workflows and results of business analysis
Write stories, with acceptance criteria and functional test, in accordance to agile best practice guidelines.
Perform functional test on each story configured.
Assist in quality management reviews and ensures that all business and design requirements are met.
Accountability of a request from beginning to end including testing and customer demo as required.
CERTIFICATIONS
ServiceNow Certified System Administration
ITIL V4 Certified
Certified Scrum Master
EDUCATION
University of Ilorin (Bachelor of Science)
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