Certified Implementation Specialist – Risk and Compliance

CAD

BCM

Ahmed Bilal

Cell# 516-***-****

Email: ad2l3q@r.postjobfree.com

PROFESSIONAL SUMMARY:

●Over 7+ years of professional experience in IT industry. Over 5+ years of experience in ServiceNow Platform Implementation, Support, Development and Administration.

●Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog and Knowledge Management.

●Hands on experience in obtaining requirements from Business Users and Subject Matter Experts and documenting the Business Requirements.

●Hands on experience on personalizing and creating Forms and Fields.

●Loads, Manipulates and Maintains data between ServiceNow and other systems.

●Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys

●Configuration and customization of Help Desk, Change/Incident/Problem/ Release/Asset Management, Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.

●Hands on experience in creating Approval Rules and Assignment rules.

●Worked with Record Producers, Order Guides and Workflows in Service Catalog Management.

●Hands on experience on creating Tables, Applications, and Modules.

●Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services.

●Hands on experience on activating Plug-ins and adding System Properties.

●Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.

●Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.

●Working experience with relational databases like Oracle, MS SQL Server, MySQL.

●Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.

●• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.

●Experience in implementing GRC within the ServiceNow.

●Used JQuery to make the HTML and CSS code interact with the JavaScript functions to add dynamic web pages on the client side.

●Design, development, integrations, customizations (using JavaScript, HTML, and XML), testing and maintenance/production support of ServiceNow application.

●I have worked extensively in ServiceNow CMDB and BMC Atrium CMDB.

●Good understating of ITSM and ITIL business process.

●Implemented single sign-on using Digested Token, SAML 1.1, SAML 2.0

●Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.

●Handled all aspects of the UI development including designing, testing/debugging, and deploying.

●Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand.

●Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.

●Experience working in Software as a Service (SaaS) environment.

●Working experience on Glide Ajax, Glide Record.

TECHNICAL SKILLS:

●ITSM Tools

oServiceNow (Geneva, Helsinki, Istanbul, Jakarta, Kingston and London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego)

o

●Web Technologies

oXML

oHTML

oJava

oJavaScript

oExcel VBA

oVB Script

●Database

oOracle 9i/10g/11g

oSQL Server-2000/2005/2012

oMySQL 5.0/4.1

oMS Access

●Operating System

oWindows

oUNIX

oLinux

●Bachelors

COMSATS LAHORE PAKISTAN

CERTIFICATIONS:

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

Certified Implementation Specialist – Risk and Compliance

Micro-Certification - Business Continuity Management

PROFESSIONAL EXPERIENCE:

Client: SecurityBricks

Nov 22 - Present

Role: ServiceNow Developer

Responsibilities:

I led the design and enhancement of tailored chatbots. I optimized the Natural Language Understanding (NLU) models and integrated the Virtual Agent with core ServiceNow modules and external systems via RESTful APIs. Regularly analyzing chatbot interactions, I refined conversation flows to improve user experience. Collaborating with business stakeholders ensured our Virtual Agent met business objectives. My role also encompassed maintenance, support, and crafting documentation, along with training end-users and developers. A significant achievement was launching three major Virtual Agent projects, resulting in a 40% reduction in manual service desk tickets.

Compliance Framework Application Development: Utilized the ServiceNow platform to develop robust and compliant applications under various compliance frameworks including PCI DSS, CIS, FedRAMP, and NIST 800-53. These applications, designed to streamline GRC processes and enhance user experience, were made available on the ServiceNow Store, extending their reach to a broader community. Regularly updated and fine-tuned the applications based on user feedback and changes in compliance standards, ensuring ongoing relevance and utility. All applications were crafted with a keen focus on fulfilling compliance control objectives and promoting best practices in risk and compliance management. Leveraged expertise in ServiceNow platform development to create, configure, and optimize business applications. Performed customization based on different ServiceNow modules, including ITSM, ITOM, and GRC.

Integrated various cloud based platforms like AWS, Azure and Microsoft defender to pull various configurations checks on the cloud environment against different security frameworks like CIS, PCI and NIST.

Integrated ServiceNow to ServiceNow Applications like GRC: Continuous Monitoring and Authorization and build custom Applications from scratch for the ServiceNow store like

1. CMMC - NIST-800-171 - Vendor Compliance Assessment

2. FedRAMP Accelerator

Compliance Framework Implementation: Successfully implemented various compliance frameworks like PCI DSS, CIS, FedRAMP, and NIST 800-53 in the GRC module. Facilitated compliance checks for both clients and third-party vendors, ensuring stringent adherence to regulatory standards.

Application Development: Effectively designed and built custom applications within ServiceNow by utilizing out-of-the-box capabilities and custom scripting. Executed full-stack application development including frontend (JavaScript, HTML, CSS).

Risk Management: Performed risk assessments and audits within the GRC module, contributing to a comprehensive risk register. Helped identify, evaluate, mitigate, and monitor the organization's operational and strategic risk.

Policy and Compliance Management: Developed and managed policy and compliance packs for regulatory and industry standards. Assisted clients and vendors in understanding and meeting compliance requirements.

Dashboard Development and Management: Created insightful dashboards and performance analytics reports. Ensured that data-driven insights are easily accessible to key stakeholders, helping drive strategic decision-making processes.

Quality Assurance and Testing: Conducted rigorous testing of developed applications for performance, security, and usability. Maintained a high standard of software quality by identifying and fixing bugs and implementing improvements.

Technical Documentation: Authored comprehensive technical documentation to support the developed applications and systems. Contributed to the creation of user guides, developer manuals, and system specifications.

Team Collaboration and Training: Worked closely with cross-functional teams, providing them technical support, and mentoring junior developers, sharing expertise and knowledge about ServiceNow.

Continuous Improvement: Kept up-to-date with the latest ServiceNow updates and industry trends to drive continuous improvement and innovation within the organization's ServiceNow platform.

Client: Lexmark

Jan 21 – Oct 22

Role: ServiceNow Developer

Responsibilities:

●Maintained the Configuration Items and modified the forms and form Sections.

●Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.

●Integrated ServiceNow With a third party to store all the credentials to avoid breaching up of credentials.

●Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.

●Developed solutions in the ServiceNow platform that are ITIL V3compliant and defined business solutions for ITIL users.

●Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.

●Explored url based certificate discovery in non-prod instance for web-based apps internal and external for the company and verified data in these two tables sn_disco_certmgmt_cert_url and cmdb_ci_certificate table for certificate discovery.

●Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.

●Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.

●Designing the Content Management System for Varian system which involved CSS and service catalog work.

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

●Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.

●Configured LDAP Server and LDAP Listener for updating the user and group table record.

●Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.

●Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

●Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.

●Maintain the integrity of the ServiceNow tool across production and non-production environments.

●Provide training on ServiceNow process, operations, and capability to all required teams.

●Involved in production support for all the ServiceNow related issues.

●Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.

●Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.

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

●Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.

●Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Client: Informa

May 18 – Dec 20

Role: ServiceNow Administrator/Consultant

Responsibilities:

●Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.

●Working with client and functional requirements within ServiceNow.

●The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

●Created Buttons and context menus both on form and lists using UI actions

●Designed many email templates by using html and jelly scripting and used them in notifications

●Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

●Created new Business Rules/Script Includes/Client catalog script/Client Script.

●Configured chat functionality for Service Desk ticketing queue

●Created transform maps for importing CMDB data.

●Written script includes and invoked them in business rules and client scripts

●Imported Active Directory to ServiceNow using data sources.

●Created data sources and loaded the ServiceNow tables with different data formats

●Created transform maps both automatic field mapping and scripting

●Also worked on Asset Management and loaded the data into it.

●Facilitating rollout of new applications and modules.

●Worked on active directory using Orchestration.

●Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.

●Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in New York/Orlando.

●Worked on Change Management - Mass updates to CIs in Helsinki.

●Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade

●Assist in the definition of business requirements and provide definitions and updates of system design documentation.

●Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

●ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

●Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.

●Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.

●Worked on the integration of ServiceNow with Siebel, integrated Service Catalog, and Incident module.

●Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Client: G-Cloud

Sep 16 - Aug 17

Role: ServiceNow Administrator/Consultant

Responsibilities:

●Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were the major defects.

●Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.

●Worked on huge Workflow design for onboarding and offboarding of a partner/ employee/Contractor based on the requirements provided by the teams.

●Worked on Discovery in order to relocate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.

●Worked on the latest release Eureka, which is the advanced release and discovered ServiceNow upgrades.

●Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.

●Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.

●Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

●Interface extensively with all areas of the organization including Operations and Development.

●Created schedules, reports and monitor performance of ServiceNow.

●Documented all implementations and best practices defined within team.

●As a part of support activity resolve incidents by provided with proper root cause investigation.

●Performs core configuration tasks including system policies, business rules and client scripts.

●Managed users, groups, and roles.

●Managed data with Tables, the CMDB, Import Sets, and Update Sets.

●Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

●Coordinated Service Catalog options, including two-step checkout, cart controls and variables.

●Developed and improved user systems procedures, and prepared systems documentation.

Client: Engie

July 15 – Aug 16

Role: Java UI Developer

Responsibilities:

●Built complex desktop - style UI using HTML, CSS, and JavaScript and AJAX including configuration wizards and interactive reports

●Developed frontend layout and intro for home page using Fireworks

●Used JDBC for manipulating data in the database

●Worked on developing REST web services

●Developed server-side application to interact with database using Spring Boot and Hibernate.

●Involved in application design of business logic using Java & J2EE

●Used Microservices are designed with the individual database and project with no dependencies.

●Utilized the mail merge techniques in MS Word for the time reduction in sending certificates

●Involved in developing Web Interfaces using the Angular JS, JavaScript, and JQuery

●Extensively used images of the product for web and catalogue

●Web Application developed using Web Technologies 2.0

●Interactive Planning for the product development

●Used Flash Animations and Storyboard & User Flows for e-learning tutorials using human factor engineering design concepts

●Performed Unit Testing and JUnit integration and deployment of applications done using tools such as ANT and Maven

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