Kasam Mohammad ServiceNow Developer 347-***-**** ad3lvf@r.postjobfree.com

SUMMARY:

ServiceNow professional with around 7+ years of IT experience including 7+ years of extensive experience in ServiceNow working with different modules such as Incident Management, Problem Management, Change Management, Service Catalog, Project Management, Service Portal and Custom Application Development.

Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile, Scrum, Waterfall and V-model.

Hands on experience in implementing ServiceNow applications Incident, Problem, Change, Configuration, Service Catalog, Integrations, Reporting and Asset Management.

Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.

Hands-on experience on various IT Services of ServiceNow tools like SLM, SCRUM, Configuration Management Database, Asset Management, Content Management, Incident and Problem Management, Knowledge Management, ServiceNow Administration, Reporting, Integration with Web Services.

Excellent knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.

Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.

Implementation experience and functional knowledge of ITSM and ITIL frameworks.

Experience with relational databases such as MS SQL, Oracle.

Web development experience with HTML, JavaScript and CSS, working with different aspects of Web Services like WSDL.

Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

Possess strong interpersonal and excellent communication skills, ability to work independently as well as in a team, easily adaptable to changing environments.

Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.

Experience in all Applications of ITBM (Strategic Portfolio Management), which Consists of (Demand Management, Project Management, Program Management, Resource Management, Agile Management and all aspects PPM).

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

Knowledge on Service Mapping and Service Watch.

Experience in generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.

Working experience on Glide Ajax, Glide Record.

An extensive hand on various scripting API's present in ServiceNow platform.

Experience with ServiceNow - versions (Dublin, Eureka, Istanbul, Helsinki, Fuji, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome and San Diego)

Area

Skills

Programming Languages

Angular JS, Jelly Script, jQuery, Java, ASP.net, Perl

Platforms

ServiceNow, HP Service Manager, SDLC

Web Technologies

ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON

Databases

Microsoft SQL Server, Oracle, MySQL

Technologies

Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce, Android, Machine Learning

Other Tools

Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

ServiceNow Tools

ServiceNow, Helpdesk, Customer Service Management, Change management, Asset Management, ITSM, ITIL,ITBM, CMDB, Office 365, Incident Management, Service level Management, Legacy Migration Project (BMC Remedy to ServiceNow), Service Request Management, Demand Management, PPM, ITAM

ServiceNow Developer, Cognizant, Remote

Sep 2021 – Till date

Responsibilities:

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

Utilize the ServiceNow Service Catalog for users to create Services, Requests, and Service Items.

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

Established and maintained effective communications with customers, other technology specialists, and vendors about services.

Developed Service Catalog items based on the requirement provided by the stakeholders.

Migration of Knowledge Articles from SQL Database into ServiceNow.

Managing all the activities like Instance cloning, patch upgrade and Postfix implementation after clone.

Experience in cloud applications and security associated with cloud computing (SaaS/PaaS Environment).

Customized and created Widgets on the form as per the requirements and redirected Service Portal to End user.

Load, manipulate and maintain data between ServiceNow and other systems.

Worked with HR Case Management, HR tasks, HR knowledge and policy articles.

Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.

Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

Development and design of Self Service Portal. Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.

Creating custom Tables, Fields and configuring Access Controls over them.

Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the ServiceNow Change application by processing XML Tags containing the full information of the record

Created functional and technical specifications documents for various ServiceNow modules

Configuring Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration

Gathered requirements for SLA and configured in ServiceNow.

Worked on User Management to add, update and deactivate users in ServiceNow. Worked on Macros and formatters.

Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.

Configuring Integration Web Services with Third Party applications by using SOAP Web service.

Enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.

Deployment checklist and test case document preparation. Incorporating the coding standards and best practices in the implementation. Deploying the developed code to Stage/QA/Production instances using Update Sets.

Providing support during the UAT process and post production deployment.

Collaborate with worldwide peers and stakeholders to define the requirements for the process to collectively develop and sustain an active ITSM vision.

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

Web Developer with focus in ServiceNow platform and responsible for ITIL/ITSM System Administrator functions.

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.

Involved in various ServiceNow customizations as per client's requirement.

Involved in migration between various ServiceNow instances using Update Sets.

ServiceNow Developer

Accenture Federal Services, Remote

Aug 2018 – Sep 2021

Responsibilities:

Monitored and performed ServiceNow admin activities which involve homepages, user and group administrations, form and list views, banner changes, reporting and dashboards.

Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client Script/UI Policies/UI Actions/UI Scripts etc.

Configuring HR Service Management,Asset Management, Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.

Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.

Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding

Experience on Finance Service Management (FSM).

Worked on Finance Service Management (FSM) Module.

Understood the Service Desk and worked on developing the Employee Self-Service Portal (ESS) using Content Management.

Worked on Configuration Management Database (CMDB) asset management database (AMDB)

Worked on development of Service catalog - catalog items, order guide, record producers, requirement fulfillment processes, designing workflows, and execution plans.

Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITSM processes

Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITIL and have experience in requirements elicitation, project management and agile development.

Experience in Collaborate with Software Quality Assurance, Enterprise Architecture, Infrastructure, and Development teams to create and evolve policies, best practices, and provide orchestration of workflow.

Expertise on Implementation and customization of ServiceNow modules and features (e.g., CMDB, Knowledge, Discovery, Orchestration)

Customized and created Knowledge bases and knowledge form, defined workflows, created new topics and categories.

Activated customer service management CSM plugin and configured the CSM module to suit customer requirement.

Created various SLA as per client requirement with the Incident Management applications.

Setup and maintenance of MID servers in both windows and Linux environments, worked on clustering multiple MID servers, checking their connectivity, state and health.

Activated and setup of the discovery plugin. Worked on Discovery module to discovery IBM Mainframes and its related components (LPAR, DB2, CICS, and MQ) and populate them in the CMDB.

Wrote custom probes and sensors to fetch information from the mainframes. Probe commands were based on Power-Shell and Perl. So successfully ran Perl commands through a probe which is OOB. By installing required software, changing properties and by adding some scripts.

Worked on Business Service mapping. Wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.

Setting up Configuration Management from scratch. Creating new table for components/devices which the OOB tables don't support, defining the CI classes and their relationships.

Have taken part in Data loading of CI Attributes for CMDB using transform mapping and Import Sets calling multiple scripts includes for processing the attributes and loading them in CMDB.

Wrote custom workflow for Change Management process to run the approvals and Task as per the Change Request Type.

Created Inbound Email Integration for creation of Service Requests and Incidents for event management.

Worked extensively on LDAP integration for obtaining users and groups. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Migrated applications to the AWS cloud and Involved in DevOp’s processes for build and deploy systems.

Grasped the Technical aspects from High level to create Deployment plans, Contingency Plans and which direction to go if they hit a snag.

Have worked upon the SSO Integration using Digest token and customizing the Login process to Service- Now using SAML 2.0. Experience in configuring Access Control Lists (ACL).

Experience in Instance up gradation Helsinki to Istanbul. Planned the required steps and followed the required protocols to achieve successful up gradation of instances.

Created Update Sets to migrate customization from one instance to another instance.

Monitored (server and application) health and the performance, availability, security, and integrity of the application and data; and made recommendations to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.

EDUCATION / CERTIFICATIONS

SERVICENOW CERTIFIED SYSTEM ADMINISTRATOR

SERVICENOW CERTIFIED APPLICATION DEVELOPER

BACHELORS IN COMPUTER SCIENCE.

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