Application Development It Service
Resume:
Mohammed Waheeduddin
Sr. ServiceNow Administrator/Developer
***************@*****.***
Professional Summary
●Over 10 years of extensive experience in IT industry, experience in various ITSM frameworks and Java/J2EE enterprise application development with ServiceNow Admin / Developer Certification.
●Good knowledge of Web application development technologies such as HTML, JavaScript, CSS, AJAX
●Overall responsibility, including management, maintenance, upgrades, and improvements for the IT Service Management application (ServiceNow) and underlying ITIL Processes.
●Good understanding and knowledge of all phases of the software development life-cycle (SDLC) and familiarity with methodologies like Waterfall, and Agile/Scrum.
●Gathering business requirements from clients and molding them into technical aspects.
●Knowledge of SQL server queries. Implement Incident Management, Request Management, and Change Management.
●Excelled in ServiceNow application development, designing and building custom applications for IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM), resulting in streamlined processes, improved efficiency, and enhanced user experiences.
●Proven experience in working with a wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, and integrations within complex ITSM environments.
●Worked on integrations like LDAP, TIBCO, and SCCM, using soap web services. Experience in SCCM for desktop deployments.
●Hands on experience in implementing best practices of ServiceNow developing and customizing Business rules, scripting ( UI policies, catalog client scripts and client scripts), scheduled jobs, Wizard panels and wizard clients scripts, content items etc.
●Developing, testing, deploying, and updating workflows and approval flows and rules
●Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
●Expertise in Javas Script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts, and UI Policies.
●Good knowledge of Business rules, activating plugins, managing data with tables, import sets and Update sets, controlling system access, and data security, and controlling access to the application and its records.
●Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Processes.
●Experience in ITOM. (Discovery, Orchestration, Service Mapping, Event & Demand Management).
●Knowledge of Service Mapping and Service Watch.
●Created a service portal as an alternative to CMS using the AngularJS and Bootstrap frameworks.
●Created custom and scoped applications to Customers based on business needs.
●Have a very good understanding of the Studio and have worked in pushing the data to Git hub repository while working on scoped applications.
●Implementation experience of Global Multi Domain Separation ServiceNow Instance
●Experience in all applications of ITBM.
●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.
●Practical background and experience in service delivery and support processes at large organization.
●Maintain the integrity of the Service-Now tool across production and non-production environments.
●7+ years of experience in IT Service Management (ITSM) including design, development, testing and implementation of the projects.
●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.
●Working experience of various phases of SDLC such as Planning, Requirement Analysis, Design, Development, Testing. Go-live and Support.
●Experience with Public Cloud Infrastructure (AWS) automation.
●Work experience on DISCOVERY and set up mid servers and check for the connectivity.
●Understanding of IT Service Management (ITSM)and the ITIL business process. Maintain (SLA)and monitor an SLA workflow.
●Experience in implementing modules /Application like customer service management (CSM) Contract management and human resource management HR
●Hands on experience Dublin, Fuji, Geneva, Helsinki and worked on upgrading Helsinki to Istanbul.
●Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
●Worked on ServiceNow Employee Operation and Transition EO&T module, which focuses on managing employee life cycle such as onboarding, offboarding and other HR related process.
●Perform approved changes to the GxP cloud based the documented change control SOPs.
●Extensive knowledge of Front-End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.
●Worked on Various Web Services Integrations using SOAP and REST.
●Experienced in conducting ITSM Assessment on ITIL processes including Incident Management, Problem Management, Change Management, Release Management, Service Request Fulfillment, and capabilities Service Catalog, Asset Management and Inventory Management.
●Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
●Server-Side Script- Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views
●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
Skill Category
Skills & Technologies
Development & Scripting
JavaScript (ES6, ES7), HTML5, CSS3, AngularJS 1.x, Bootstrap 3.x
ServiceNow
ServiceNow Platform: Istanbul, Jakarta, Kingston, London, Madrid
Modules: ITSM, ITOM, ITBM, CSM, HRSD
Automation: Flow Designer, Integration Hub, Orchestration
Development: Service Portal, Scoped Applications, Business Rules, Client Scripts, UI Policies, Custom Applications
Database Management
MySQL 5.7, Oracle 12c, MongoDB 4.0
DevOps Tools
Jenkins 2.x, Docker 18.x, Git 2.20, Ansible 2.7, Terraform 0.11
Cloud Technologies
AWS (EC2, S3, RDS, Lambda - Versions relevant to 2021-2022), Azure (Functions, App Services, SQL Database - 2021-2022)
Testing Tools
Selenium WebDriver 3.x, JUnit 4.x, SOAP UI 5.x, Postman 7.x
Project Management
Agile Methodologies, Scrum, Kanban, JIRA 7.x, Confluence 6.x, Trello
Professional Experience
Mastercard, O’ Fallon, MO
Sep 2021 – Present
Sr ServiceNow Administrator/Developer
Responsibilities:
●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.
●Activated Domain Separation plugins in a multi company / MSP environment
●Worked on ITBM module including project portfolio management release management demand management.
●Worked on ITBM- Application portfolio management (APM)
●Worked on Developing and customizing core ITBM Applications such as ideation, Demand, PPM and resource management.
●Configured domain separation to provide multi-tenancy in Managed Service environment.
●Successfully Managed HRSD Implementation including employee self-service (ESS) portal, HR case management asset and work order management solutions.
●Develop custom ServiceNow reports and dashboards for ITOM performance monitoring.
●Integrated ServiceNow with third-party systems and tools, including LDAP, JIRA, and Slack, using REST and SOAP web services, facilitating data exchange and automation.
●Develop and customize ServiceNow ITOM (IT Operations Management) modules, including Discovery, Service Mapping, and Orchestration.
●Experience in implementing Human Resources (HR) Service Management and created catalogs like employee onboarding, off boarding, transfer and relocation. (HRSD)
●Worked on a project for HR team to automate the onboarding of new hires (HRSD).
●Experience in ITIL and IT Service Management Solutions in Infrastructure with expertise in the ITSM suite (ServiceNow).
●Used Domain Separation to enforce absolute data segregation between business entities.
●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.
●Worked on Orlando version of ServiceNow.
●Works closely on ITSM and SecOps development and consulting services, using the “3 C’s” ( Consulting Configuration, Coding).
●Configured Event Management (ITOM) by configuring Connector Instance and Connector Definitions.
●Deployed ServiceNow MID servers and developed powershell scripts to build servicenow Orchestraction activities.
●Worked on setting up monitoring tools including Splunk and Data dog
●Maintain, Manage and monitored Splunk infrastructure (Identify bad search etc.)
●Worked with automation tools which is pre-installed in azure devOps portal to build the packages. The automation tools like ANT and Maven with build xml and pom.xml scripting languages depending on the packages like java or python or .net etc
●Moved database from on-premises and azure cloud to a centralized data store in the cloud and monitored copy data activity in an Azure data pipeline.
●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.
●Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
●Experience in designing development and implementation of ServiceNow Platform ITSM application.
●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.
●Created serveral Workflow for ITSM Service Catalog, GRC, Security Operations (SecOps), Performance Analytics and HRSD.
●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.
●Development of Service catalog - catalog items, designing workflows and execution plans.
●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.
●Creating custom UI pages using Jelly scripting in ServiceNow.
●Creating Multiple control conditional expressions using jelly scripting and other jelly tags.
Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7
AbbVie, Remote
May 2020 – Aug 2021
ServiceNow Developer/Administrator
Responsibilities:
●Analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Partnership Directors in understanding the current ServiceNow system.
●Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting).
●Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog.
●Hands on experience working on San Diego Version.
●Implemented and troubleshooting of B2B connectivity for integrations using IBM Sterling B2B integrator.
●Hands on experience working on middleware tools like sterling integrator, sterling Gentran integration suite Gentran, transaction manager sterling file gateway, sterling control center.
●Responsible for monitoring and troubleshooting overall B2B inbound/outbound flow through VAN, cyclone and sftp gate.
●Activated Domain Separation plugins in a multi company / MSP environment.
●Designed & Developed Complex Incident Case Exchange Capability between CSC domain Separated ServiceNow instance and CSC's various clients. The scalable solution allows the Company to deliver Incident Case Exchange capability to its clients in a significantly shorter period of time.
●Implemented CMP for various customers and designed several cloud resources catalogs in the process.
●Modify HTML server-side code, client-side code in service portal CSM to enhance the widgets added on Service portal used by external contacts.
●Experience 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.
●Configured and developed Workday integration with HR Management. (HRSD)
●Creating HR cases to record the processing of individual HR requests. For example, create and HR case to record the advice provided to an employee regarding an issue. (HRSD)
●As CMP Specialist, I have worked on setting up Azure and AWS cloud accounts in service now.
●Configured domain separation to provide multi-tenancy in Managed Service environment.
●Has excellent understanding to develop solutions in ServiceNow as per the business needs in a domain separated environment.
●Deliver requirements analysis and scoping estimate for ITSM and PPM implementation utilizing best practices.
●Define and implementing a comprehensive governance, Risk and compliance (GRC) program to address multiple factors that are essential in managing and controlling the enterprise risk including several regulatory frameworks.
●Facilitated workshops to address the essential requirements for the ServiceNow GRC implementation focusing on ITIL, CoBIT and HIPAAs best practices
●Created from scratch and also created pages and widgets for the portal.
●Created various catalog items, record producers and order guides for on boarding using variables, variable sets, catalog client scripts and catalog UI policies.
●Created new theme for the portal.
●Exposed to ServiceNow platform tools like Discovery and Orchestration.
●Performed mapping using ServiceNow Service Watch
●Created multiple pages with complex data and also created widgets containing complex structures.
●Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks.
●Worked on and implemented using all modules of ITOM.
●Providing solutions and standardizing the ITSM process in bid management to staisfy the customers.
●Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).
●Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
●Created Order Guides for new employee and contractor on boarding, terminating employee, and transfer of employees.
●Good experience with IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.
●Involved in migration of Helsinki to Jakarta.
●Developed Scoped applications in Studio with the Pushing the developed applications into Version Controller GIT HUB.
Environment: JavaScript, HTML, AngularJS, CSS, Glide Script, Studio, Scoped Applications, ServiceNow (San Diego, Helsinki, Jakarta, Kingston), Service Portal, Web Services, Asset management, Reports, Knowledge Management, Incident management, CSM, problem management, Change management, Service Catalogs, GitHub
PagerDuty, San Francisco, CA
Jan 2018 – Apr 2020
ServiceNow Administrator
Responsibilities:
●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.
●Troubleshoot and resolve technical issues related to ITOM functionalities.
●Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, service Watch / Service Mapping.
●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.
●Used data Sources & web integrations for setting up the configuration database in ServiceNow.
●Created complex transform scripts in transforming the data into the SNOW database.
●Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator on a script includes level.
●Worked on integrating ServiceNow with external SOAP web services.
●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.
●Conducted Gap Analysis, Change Control and GxP Assessment.
●Implemented Single Sign On (SSO) using SAML 2.0
●Has excellent understanding to develop solutions in ServiceNow as per the business needs in a domain separated environment.
●Customized business process definitions and user interfaces for each domain with the help of delegated administration
●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.
Environment: Agile/Scrum, ServiceNow, XML, DISCOVERY, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows 7
Amtrak, Columbia,
Jan 2016 – Dec 2017
ServiceNow Developer/Admin
Responsibilities:
●Configured and customized the ServiceNow platform, including creating and modifying forms, lists, and business rules using ServiceNow versions 2014 and 2015.
●Managed incident and problem management processes using ServiceNow, ensuring that tickets were properly assigned, tracked, and resolved. Collaborated with support teams to implement and update problem records.
●Designed and maintained the service catalog, making services and products available to end-users. This involved creating and updating catalog items, workflows, and approval processes.
●Developed and maintained JavaScript code within ServiceNow, automating routine tasks and creating custom scripts to enhance platform functionality.
●Stay updated with ServiceNow and ITOM industry best practices to ensure efficient operations.
●Integrated ServiceNow with other enterprise systems using tools such as JDBC, SOAP, and REST web services. This involved data mapping, transformation, and troubleshooting integration issues.
●Configure and integrate various ITOM applications to streamline asset management, event management, and service automation.
●Generated and maintained reports and dashboards in ServiceNow using reporting tools like Crystal Reports and Performance Analytics to provide insights into system performance and key metrics.
●Participated in ServiceNow platform upgrades and patch management activities to ensure the system's stability and security. This involved testing and deploying new releases.
●Created and maintained technical documentation, including configuration guides, user manuals, and knowledge base articles, to assist users and colleagues.
●Monitored system performance and applied optimizations, including performance analytics, to enhance the overall performance of ServiceNow.
●Designed and implemented workflow automation solutions to streamline various business processes, reducing manual intervention and improving efficiency.
●Worked on developing and maintaining Service Portals for users, enhancing the overall user experience with custom widgets and interfaces.
Environment JDBC, SOAP, REST web services, Crystal Reports and Performance Analytics.
SoftSolutions, Hyderabad, India
Feb 2014 – May 2015
Associate Software engineer
Responsibilities:
●Actively participated in software development projects, collaborating with cross-functional teams. I played a key role in designing and implementing software solutions, utilizing programming languages like Java and C++. My responsibilities included writing, reviewing, and debugging code to ensure the delivery of high-quality software.
●Managed and maintained relational databases, primarily using MySQL and Oracle Database. This included designing database schemas, optimizing SQL queries, and ensuring data integrity and security.
●Contributed to web application development using technologies such as HTML and CSS. I also utilized JavaScript for client-side scripting, enhancing the user experience and functionality of web applications.
●Worked with version control systems like Git to track code changes and manage collaborative development efforts. This helped in maintaining codebase integrity and facilitating collaboration among team members.
●Participated in the software testing process, including unit testing and integration testing. This involved writing test cases, executing tests, and identifying and reporting bugs.
●Took on the responsibility of maintaining and enhancing existing software systems. This involved debugging and troubleshooting issues, applying patches and updates, and optimizing system performance.
●Played a pivotal role in creating technical documentation, including design specifications, user manuals, and API documentation. This ensured that stakeholders had access to comprehensive and clear documentation for the software systems.
●Actively collaborated with team members, including developers, testers, and system administrators. Effective communication was essential for project success, and I regularly engaged in discussions, code reviews, and status updates.
●Was responsible for implementing security best practices, including code reviews for potential vulnerabilities and ensuring that software systems adhered to established security protocols and guidelines.
●Provided technical support to end-users, addressing their queries and issues related to the software systems. This involved troubleshooting and resolving technical problems in a timely manner.
●Identified areas for performance improvement in software applications and implemented optimizations, which included refactoring code and enhancing database queries.
●Supported software on operating systems such as Windows and CentOS. I ensured that our software applications were compatible with these operating systems.
●Contributed to the deployment process of software applications, using tools like Apache Tomcat for Java applications and IIS for web applications hosted on Windows servers.
●Integrated third-party APIs into our software systems, enabling additional functionality and enhancing user experience. This required a strong understanding of RESTful API design and integration.
●Played a crucial role in identifying and resolving technical issues, performing debugging, and ensuring the software operated smoothly.
Environment: Java, C++, MySQL, Oracle Database, HTML, CSS, JavaScript, Git, JUnit, Apache Tomcat, and IIS.
EDUCATION AND PROFESSIONAL DEVELOPMENT
●Bachelor of Technology from JNTU in the year 2015
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