Name: Rafath Mohammed

Email: ad3teo@r.postjobfree.com Mobile: +1-234-***-****

PROFESSIONAL SUMMARY:

•7+ years of comprehensive experience as a ServiceNow Developer and Administrator.

•Possess hands-on expertise with multiple IT Service modules in ServiceNow, including Service Catalog Requests, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, and Web Services Integration.

•Skilled in constructing and overseeing solid Configuration Management Databases (CMDBs) to monitor assets, dependencies, and configuration items, enhancing change management and incident solutions.

•Adept at using ServiceNow Discovery, both via MID Server and Agent, for all-encompassing asset detection and management. Familiar with orchestrating discovery schedules, patterns, and classifications.

•Experience in ITSM design and application modification using Java script, AJAX, and HTML within ServiceNow.

•Proficient with plugins such as On-Call Scheduling, Discovery, Orchestration, and Performance Analytics.

•Accomplished in developing Workflows, Catalog Client scripts, Catalog UI Policies, Variables, and Variable sets.

•Efficiently utilized ATF (Automated Test Framework) within ServiceNow and developed ATF for ITSM (Incident, Problem, Change, Service Request) and APM (Application Portfolio Management) processes.

•Adept at designing, administering, and evaluating CMDB configuration items.

•Deep-rooted expertise in the design, development, support, and management of integrated computer systems in corporate environments.

•Practical know-how in implementing Flow Designer and Integration Hub.

•Extensive experience in Application Architecture, Analysis, Design, Development, Tuning, Testing, Configuration, and Release management across all stages of Full Software Development Life Cycle (SDLC) using J2EE technologies.

•Familiarity with ServiceNow's UI Actions, UI Policies, UI Macros, and Data Policies.

•A keen eye for detail with a knack for addressing complex issues both operationally and technically. Proficient with email alerts, inbound actions, reports, gauges, and dashboard configurations.

•Solid background in Email, LDAP, and external Web services integration (both SOAP and REST) within ServiceNow.

•Efficiently executed service automation tasks utilizing knowledge bases, service catalogs, workflows, SLAs, and reports.

•Possess the agility to adapt in rapidly evolving settings, a commitment to continual learning, and the ability to work both autonomously and collaboratively.

•Experienced in developing client scripts, business rules, UI Policies, UI Actions, Update Sets, On-call Scheduling, email templates, record layouts, workflows, catalog components, ACL & execution strategies, timeline displays, and scripted SOAP and REST APIs.

TECHNICAL SKILLS:

SDLC s: Waterfall, Agile.

Programming Languages: C, Java, JavaScript.

Database: MySQL.

SNOW Applications: Incident, Problem, Change, Knowledge, Service Catalog, ITOM, ITAM, CSM

Web Technologies: HTML, CSS, JavaScript, XML, JSON.

ITSM Tools: Service Now (Helsinki, Istanbul, Jakarta, Kingston, London, New York, Paris, Rome, San Diego, Tokyo, Utah)

PROFESSIONAL EXPERIENCE:

Client: Fidelity Investments, CO January 2021–Present

Senior ServiceNow Developer

Responsibilities:

•Collected both business and technical requirements from clients for the customization of ServiceNow.

•Leveraged JavaScript to develop solutions that optimized and audited business operations using Business Rules, Client Scripts, UI Policies, and UI Actions.

•Executed implementations in Service Catalog, Change Management, Incident Management, and Service Level Management.

•Designed and updated workflows for various applications based on specific needs.

•Managed data transfers using import sets, transform maps, and automated data imports into ServiceNow.

•Developed scheduled tasks to execute scripts autonomously, making necessary updates or initiating alerts.

•Produced numerous reports, interactive filters, and dashboards.

•Engaged with Inbound Email Actions, modifying records in target tables to meet business objectives.

•Addressed and resolved issues that surfaced both pre and post-migration.

•Supported client IT teams in executing ServiceNow Discovery tasks and rectifying encountered errors.

•Participated in the implementation, customization, and upkeep of ITIL modules like Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.

•Coordinated and launched updates into ServiceNow using the Update Set Tracker and Change Management process.

•Performed unit tests and incorporated new modules, releases, and version updates.

•Played a role in integrating LDAP with ServiceNow to retrieve users and groups.

•Focused extensively on CMDB, Configuration Items (CIs), CI relationships, and the Mid Server.

•Engaged with DISCOVERY, established mid servers, and verified connectivity.

•Constructed detailed dashboards using the Performance Analytics module for threat and incident analysis.

•Handled Compliance, Correctness, and Completeness rules, generating remediation tasks for faulty CIs.

•Established Service Level Agreements (SLAs), supervised SLA processes, and managed Service Catalog inquiries and items with assorted variables.

•Focused on crafting the Service Request Catalog, utilizing the Flow Designer to design and implement workflows.

•Developed and upheld CMDB report structures and dashboards, offering insights into configuration details to aid decision-making.

•Boosted firewall requests which included connections between the MID server and various nodes. Also incorporated users, groups, and roles in the ServiceNow platform.

•Utilized App Engine Studio to grant user permissions to distinct roles with designated access and engaged with Service Mapping to link business services.

•Uncovered security vulnerabilities through penetration testing and risk assessments.

•Engaged with DISCOVERY, established mid servers, verified connectivity, and excelled in rectifying issues with the Discovery tool. Delved into Orchestration and Service Mapping.

•Established and fine-tuned strategies for capacity planning and optimization across varied resources like servers, storage, and networking.

•Contributed to the creation of custom portals with features beyond standard offerings.

•Integrated with a range of event sources, handling substantial event influx from multiple systems.

•Initiated and maintained user profiles, groups, and access rights in the LDAP directory.

•Crafted advanced procedures and blueprints for automated incident handling and resolution.

•Launched a multilingual portal, catering to international audiences and adhering to regional language norms and stipulations.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, HTML, jQuery, CMDB, SLA, Integration, LDAP, JSON, HRSD, SOAP

Client: Invitation Homes, TX May 2019 - December 2020

Senior ServiceNow Developer

Responsibilities:

•Developed and rolled out solutions using relevant Service Now components to meet the needs of business processes, ticketing systems, and other IT services.

•Regularly managed Service-Now across development, test, and live environments, ensuring the consistent delivery of business services and the accurate linkage of configuration items within Service-Now.

•Maintained ServiceNow by diagnosing issues, applying fixes, and conducting comprehensive root cause assessments.

•Engaged in the design, configuration, and customization of various ServiceNow modules, including Incident Management, Change Management, Problem Management, Service Catalog, User Administration, and Reporting.

•Gained in-depth experience with Performance Analytics and the Flow Designer within ServiceNow.

•Delivered custom applications, modules, tables, and views tailored to client specifications.

•Outlined the functional requirements for our ITSM platform, ServiceNow, and steered its targeted deployment.

•Employed scheduled jobs, events, and triggers to address organizational needs and manage backend tasks.

•Set up SLAs in Incident and Service Catalog Management based on predefined criteria.

•Designed approval mechanisms and alerts for changes made to business application fields.

•Demonstrated expertise in crafting custom JavaScript enhancements to elevate Service-Now's capabilities in line with evolving business needs.

•Created and optimized processes utilizing the Flow Designer.

•Handled email alerts, inbound email activities, and tailored the form and field structure for the Service Catalog based on specific client needs.

•Engineered user-centric service portals to streamline service requisitions and incident logging.

•Achieved seamless integration of ServiceNow with multiple external platforms for efficient data interchange.

•Specialized in devising and rolling out bespoke ServiceNow applications catering to distinct organizational demands.

Environment: ServiceNow, JavaScript, JSON, SOAP, HTML, AJAX, XML, SCRUM, ITIL, Asset Management, CMDB, Incident Management, Problem Management, Cloud services.

Verizon, TX August 2017 - April 2019

ServiceNow Developer/ Administrator

Responsibilities:

•Worked alongside business stakeholders to comprehend and detail technical requirements.

•Converted business needs into technical and procedural specifications tailored for Service Now.

•Guaranteed project goals were met within the set time and budget constraints.

•Devised Workflows and engaged in CMDB, Asset Management, Service Catalog, and Workflow Configurations.

•Teamed up with the Technology Service Desk and Service Management to assess Service Now modification requests.

•Collated and documented software needs from stakeholders and end-users.

•Coordinated with interdisciplinary teams to ensure comprehensive and aligned software specifications.

•Curated and upheld documentation on system structure and design.

•Crafted page structures, navigation systems, and showcased design proposals to management and clients.

•Engineered web applications following W3C standards using CSS and relevant tags.

•Created integrative solutions employing web services, SOAP, JavaScript, and other technologies to bridge Service Now with internal and external tools.

•Modified Service Now import setups and transformation maps to align data inputs with organizational standards.

•Structured workflows to automate security incident logging in ServiceNow, using data from Qualys, enhancing the incident management flow.

•Forecasted, pinpointed, and mitigated challenges and risks linked to the TBO ITSM Service operations.

•Offered precise estimates for the design and setup of new ServiceNow offerings, modifications, and improvements.

•Integrated ServiceNow with VMware CMP for VM provisioning and Configuration Items (CI) registration in the CMDB, alongside their interrelations.

•Designed data alignment and transformation approaches for consistent data integration within ServiceNow.

•Participated in Agile sprints, delivering ITSM improvements.

•Linked ServiceNow to threat intelligence databases for proactive security threat detection and response.

•Deployed and fine-tuned the ServiceNow Security Incident Response module, enhancing security incident oversight.

•Maintained Service Level Agreements (SLAs) effectively, ensuring services matched set benchmarks.

•Oversaw integration evaluations and troubleshooting, ensuring uninterrupted data transmissions.

Environment: ServiceNow, ITIL, HTML5, Java script, glide script, HTML, CSS, Integration, Web Services, discovery, CMDB, LDAP.

Client: Sonic Drive-in, OK June 2016 – June 2017

ServiceNow Developer/ Administrator

Responsibilities:

•Executed LDAP Integration to fetch user data from Active Directory into the user table.

•Gained hands-on proficiency with the LDAP Listener, managing Active User Sync, Disabled User Sync, and setting up multi-tenancy.

•Merged LDAP services and ServiceNow, facilitating user authentication and access management via LDAP credentials.

•Demonstrated hands-on expertise in orchestrating self-service password resets across multiple credential stores.

•Crafted dynamic JavaScript for web applications to emulate processes like page navigation, form validation, and pop-up screen functionalities.

•Curated data entry forms and implemented their validation via JavaScript.

•Supported applications by configuring platform features such as Knowledge Management, Service Request Management, and the Service Portal.

•Integrated Workday and ITIM with ServiceNow, streamlining HR functions like Onboarding, Leaves, Name Changes, and Employee Exits.

•Specialized in crafting and revamping workflows and flow designs for Service Catalog entries.

•Erected a comprehensive Service Catalog, making self-service options accessible to all.

•Transitioned Update sets across different environments, spanning Development, Testing, and Production instances.

•Provided ServiceNow configuration expertise encompassing workflow management, report creation, data imports, custom scripting, and external software integrations.

•Advanced the development of Service Catalog, asset oversight, Record Producers, and Workflows, introducing new catalog entries, defining request-specific SLAs, and framing UI Policies, Client Scripts, Approvals, Tasks, and Notifications.

•Played an integral part in change management, meticulously documenting alterations to Configuration Items (CIs) to evaluate their implications.

•Undertook data alignment and transformation tasks, ensuring Workday data structures coherently merged with our in-house databases.

•Integrated numerous ServiceNow instances, promoting e-bonding and the fluid exchange of data across diverse ServiceNow platforms.

•Formulated error-detection protocols to swiftly pinpoint and address integration hiccups, and offered resolution support for data synchronization or communication issues between Workday and other systems.

•Conducted technical explorations related to application refinement methodologies and strategies and collaborated with product engineering and support teams to troubleshoot challenges and plan actions.

•Integrated TSRM with Active Directory, documented solution designs, user guides, and the entire TSRM setup procedure. Engaged in thorough testing and code deployment across development, QA, and production landscapes.

•Garnered accolades for instrumental contributions to enhancing ITSM processes and boosting client contentment.

•Oversaw change and release management processes, minimizing disruptions during updates and tweaks.

•Documented all ServiceNow configurations, changes, and processes, ensuring clarity and facilitating knowledge transfer.

•Conducted tests to ascertain the robustness of LDAP integrations, rectified discrepancies, and confirmed the flawless performance of LDAP features within ServiceNow.

•Automated the addition and deletion of ServiceNow user accounts based on LDAP data, enhancing the efficiency of user lifecycle management.

Environment: ServiceNow, JavaScript, HTML, AJAX, XML, SCRUM, ITIL, Incident Management, Problem Management, Cloud services.

EDUCATION:

Bachelor of Technology – Electronics and Instrumentation Engineering, Jawaharlal Nehru Technological University

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