Robert Habib
NJ; US (USC)
****************@*****.***
Career Objective
Being the ServiceNow Developer I am continuously enhancing my technical skills and expertise while contributing on successful implementations of ServiceNow solutions at the enterprise level. I am to specialize in new modules, trends, and technologies, to become a recognized expert in different areas of ServiceNow such as ITSM, ITOM, HRSD, and ITAM. I am learning artificial intelligence (AI), and machine learning (ML) to make a significant impact in driving digital transformation, operational efficiency, platform capabilities, and customized process automation.
Career Summary
•Overall 7+ years of in IT where as ServiceNow experience is about 6+ years extensive experience in the field of ServiceNow, including development and implementation, administration, and support services.
•For more than 1.5 years with “HCA Healthcare” I worked as a “Sr. ServiceNow Developer” on ITSM, ITOM, and HRSD implementing solutions, automating CMDB population through the auto discovery process and streamlining the processes.
•For 3 years I worked with “EMCORE Corporation” as a “ServiceNow Developer” on ITSM Framework including incident management, problem management, change management, and knowledge management.
•For 1.5 Year, worked with “Wells Fargo” as “ServiceNow Administrator” where I got a chance to implement best practices of SDLC with the combination of new trends, and system documentation, and KPIs.
•For 1.5 Years, I worked with “Freedom Mortgage”, as a “ITSM Coordinator” Where I got the chance to setup ITSM from scratch along with maintaining and enhancing the system ServiceNow portals.
•Overall, I have experience in integrating ServiceNow with external systems, tools and applications using REST and SOAP APIs, enabling seamless data exchange to enhance data visibility, credibility and agility.
•I have excellent communication, collaboration, and team-building skills, documentation skills with the ability to grasp and utilize new technical concepts effectively in analysis, design, code construction, and user acceptance testing.
•Throughout my working experience so far so, I demonstrated ability to work in fast-paced environments, showcasing strong problem-solving skills and a proven track record of delivering complex solutions.
Key Achievements
•Designed and implemented new ServiceNow workflows for Vaccine Management and Digital Citizens, ensuring the successful delivery of billions of vaccines on time.
•Led a projects related to HR Suite, to enhance HR Service Delivery and improved employee experience.
•Integrated ServiceNow with Microsoft Azure, Google and other third-party tools expanding capabilities and streamlining processes.
•Improved system performance and reduced incident-resolution time by implementing best practices.
•Collaborated with cross-functional teams to implement updates and deployments, landing page experiences, contributing to business process automation, making it a trusted and widely adopted platform.
•Developed multiple custom applications beyond ITSM and traditional features.
Work Experience
•Over 9+ years of experience as an IT Professional, including 8+ years of experience as a ServiceNow Suite developer and Administrator experience in the Technical implementation of various ServiceNow Modules.
•I specializes in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM).
•Proven CSM professional with [6 years] of experience in building strong client relationships and driving customer satisfaction.
•Track record of collaborating cross-functionally to address customer challenges and enhance the overall customer experience in CSM.
•Detail-oriented Assistant Project Manager with 5 years of experience in coordinating project activities, monitoring timelines, and ensuring project success. Adept at facilitating communication between cross-functional teams and stakeholders.
•I Worked on ITOM DISCOVERY set up MID Servers and checked for connectivity, I have experience in
•Integrating ServiceNow with other IT systems, implementing of Discovery on remote desktops, and developing code for mid-tier servers.
•Working experience in creating workflows for Service Catalog items in ServiceNow and Configure Service Portal for Customer Service management (CSM) process.
•Maintained the integration of database and CMDB through the MID Server, Schedule jobs, Import Sets, and Transform maps.
•Tracked and reported on project portfolio performance PPM, providing a real-time, comprehensive, and prioritized view of all projects.
•Designed and implemented automated onboarding workflows and custom HRSD case management systems, reducing manual tasks and increasing resolution speed.
•Developed self-service portals and configured knowledge base articles in HRSD, empowering employees to resolve common HR requests independently and reducing HR support tickets by 20%.
•Integrated HRSD with payroll and benefits systems, ensuring seamless data synchronization and reducing error while enhancing overall HR service efficiency.
•Customized HRSD dashboards and reports for real-time insights, and conducted training sessions, increasing HR staff proficiency
•Established HRSD security protocols to ensure compliance with data privacy regulations and led HRSD upgrade projects for smooth transitions to new versions and records.
•Identified potential project risks and developed mitigation strategies, resulting in a 20% reduction in project delays and budget overruns in APM.
•Maintained accurate project documentation, including project plans, status reports, and meeting minutes, ensuring easy retrieval and reference in APM.
•Implemented quality control measures to ensure project deliverables met or exceeded quality standards, resulting in high client satisfaction rates in APM.
•Implemented and optimized ServiceNow Discovery to automatically identify and map IT assets, ensuring real-time accuracy of the CMDB.
•Enhanced CMDB data integrity by configuring automated reconciliation and normalization processes, reducing data discrepancies by 40%.
•Managed cloud discovery integrations, enabling seamless identification and tracking of cloud resources across multiple platforms (AWS, Azure, GCP).
•Developed custom Discovery probes and sensors to accurately capture configuration data, improving asset tracking and visibility.
•Conducted regular audits and reconciliations of the CMDB, ensuring compliance with industry standards and regulatory requirements.
•Streamlined the onboarding process for new assets into the CMDB, reducing manual entry errors and enhancing data accuracy.
•Configured automated dependency mapping in the CMDB, providing comprehensive visibility into infrastructure relationships and impacts
•ITAM, HRSD, Integration, CMDB, Discovery and set-up Mid Server, Service portal,
•Service Catalog, CSM and Virtual Agent, Scripting, GRC and Sec Ops, SPM and APM,
•Custom Workflows and Widgets to deliver top-notch solutions.
•Accomplished ServiceNow professional with extensive experience in leading and managing
•Cross-functional teams to deliver exceptional IT service management solutions.
•Collaborated with project managers and team leads to align project objectives, resolve conflicts, and promote a cohesive team environment in APM. Experience includes advanced knowledge, understanding, and implementation experience with ServiceNow IT Asset Management, CMDB, Discovery, Orchestration, and Service Catalog solutions
•Angular JS, JSON, Jelly, JavaScript & Integration with 3rd party tools.
•I Worked on DISCOVERY and set up MID Servers and checked for the connectivity.
•Expertise in JavaScript, debugging, optimizing the performance and working of UI scripts, and UI Policies, Client Scripts, Catalog Client Scripts, Server Side Scripting (Business Rules/Script Include) and Server/Client API
•ServiceNow Analyst with experience in implementing end-to-end Service Catalog, Service Portal, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management, and Release Management.
•Implemented and migrated Demand, Portfolio, Project Resource Management. Established Time Tracking, Reporting Business Objects/Crystal Reports, Divisional Partition Model with Intra-Divisional Partitions, and Custom Processes.
•Working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, Configuration Management
•Performed PPM Business Analyst, Project Lead, Onsite, and Offshore co-coordinator in PPM implementation and support project.
•Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops, and developing code for the mid-tier servers.
•Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in High speed, Quality conscious, and Multi-tasked environment.
•Excellent hands-on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including Business Rules, Dictionary Overrides, UI Policies, and UI Actions
•Working experience in creating workflows for Service Catalog items in ServiceNow
•Proficient in activities like Creating Users, Roles, Groups and updating the user and group table records, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Processes.
•Tracked and reported on project portfolio performance PPM, providing a real-time, comprehensive, and prioritized view of all projects.
•Integration of Web Service through SOAP and REST services.
•Experience Working on Service Catalog Request and Workflow Design and Configuration.
•Customer-centric professional with 7 years of experience as a Customer Success and Data Manager. Proven ability to leverage data insights to drive customer engagement, satisfaction, and retention strategies.
•Utilized data analytics tools to analyze customer behavior, identify trends, and develop data-driven strategies for improving customer success outcomes .
•Implemented and customized ServiceNow HR Service Delivery (HRSD) module, streamlining HR workflows and improving service delivery efficiency by 25%.
•Developed automated solutions for onboarding, offboarding, and case management, reducing processing times and enhancing employee experience.
•Conducted user training sessions and provided ongoing support, achieving high adoption rates and positive feedback from HR teams and employees.Developed and executed churn reduction initiatives, resulting in a 25% decrease in customer churn rate over a 12-month period.
HCA Healthcare, Remote
Sr. ServiceNow Developer/Admin, Jan 2023 – Jun Present
HCA Healthcare is an American for-profit operator of health care facilities that was founded in 1968. Where our doctors, nurses and other healthcare providers across the country are dedicated to the care and improvement of human life.
Roles:
•Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
•Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
•Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer.
•Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities.
•Lead the ServiceNow configuration and customization efforts including, form tailoring, workflow design, and Integration with HRSM and SAP
•Reviewed, created and configured various workflows for various modules like Incident Management, Change Management, Service Requests and Service Level Agreements (SLAs).
•Managed and lead end to end implementation of ServiceNow ITOM modules, Service mapping, discovery and CMDB.
•Used ServiceNow Discovery to automatically identify and map IT assets, ensuring real-time accuracy of the CMDB.
•Implemented Governance Risk and Compliance package which transitions from the traditional spreadsheet work into GRC applications for a client
•Involved in development of requirement integration components (SSO, LDAP, and SOAP).
•Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
•Worked on HR Service Delivery (Case and Knowledge Management, HR Administration, HR Profile, HR Case Management, HR Knowledge Management, HR Dashboards & Reports, HR chat from lists and forms, Employee Service Centre, Enterprise On boarding and Transitions & Employee Document Management).
•Review data for performance, monitoring and reporting and experience with GRC (Security Vulnerability).
•Developed and configured Business Rules, Script Includes, UI Policies, Catalogue Client Scripts and Client Scripts.
•Customization of Incident Management Application.
•Responsible for configuration of forms and fields of Vulnerable Items and Vulnerability Groups.
•Worked on the configuration of Qualys with Vulnerability response module.
•Worked on data upload and configuration in CMDB and other ITSM modules.
•Configured alerts using CMDB and Event Management, that helped identify infrastructure issues as soon as they occurred
•Provided developer documentation/ technical design notes as needed.
•Created 45 scripted web services which are used in setting up a robust process for integrating Service Now with a Procurement Tool Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
•Extensively worked on Integration with REST GET and POST using basic HTTP Authentication.
•Good knowledge on Single Sign on and event-based integrations.
•Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
•Involved in reviewing the requirements and designing of the workflows in ServiceNow.
•Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
•Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project.
•Discussing the business requirements with clients and documenting them into process requests.
•Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
•A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management.
•Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow.
•Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
•Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module.
•Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand.
•Writing Catalog client scripts and UI policies to make client-side changes.
•Performed Load, manipulate and maintain data between ServiceNow and other systems
•Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management.
•Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
•Involved in the reconciling process of CMDB Data in ServiceNow with Back end systems.
•ServiceNow modules/appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset Management, ITSM, Discovery, MID Server, Service Catalog, Knowledge, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.
EMCORE Corporation, Remote
Sr ServiceNow Developer, Nov 2018 – Dec 2022
Service Portal implementations provide a simple way for Emcore to configure an intuitive interface for our users. It interacts with the underlying ServiceNow platform, so it can access any platform components in the portal. Service Portal was designed to be accessible for a variety of users.
Roles:
•Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
•Discussing the business requirements with clients and documenting them into process requests.
•Used semantic HTML5, well-supported CSS3, and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.
•Expert knowledge of the (ServiceNow (ITBM) Products; PPM, Demand Management, Resource) Management, Agile Development, and Application Portfolio Management
•Also worked on Timecard Management, Agile, SAFe, APM, Financial Management, Business Management, and Common Services Data Model.
•Assist pre-sales team with scoping services engagements typically involving ServiceNow (ITBM) products and complex integrations with client applications/systems.
•A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management.
•Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, ITBM in ServiceNow.
•Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
•Diligently and accurately track and record all time and keep calendar up to date with scheduled activities.
•Used tools provided in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal.
•Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources, and different transform scripts for data loads and management.
•Consultancy advising, designing, and developing web solutions for industry leaders in ServiceNow and their clients. Utilizing Service Now’s Service Portal platform, while implementing several new business and client-facing web and mobile applications.
•Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB the true source of data. This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network and establish the relationship between CIs in the CMDB.
•Develop processes to identify assets from contract initiation/point of purchase to ensure the assets are properly tagged and entered into the asset management system.
•Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Business Management (ITBM) to understand current processes and procedures and provide solutions using ITSM.
•I designed and built the entire ServiceNow Release Management suite, configured products, features, release, tasks, scrum integration, approvals, workflow, and phases.
• Implemented ServiceNow GRC/IRM modules to automate risk assessments and compliance reporting, reducing audit preparation time by 50% while ensuring adherence to industry standards through configured policy and compliance management workflows.
•Implemented Discovery, Orchestration, CMDB, Performance Analytics, Project Portfolio management, Software and Hardware Asset Management, Service Catalogs, Legal Management Release Management and Scoped Applications for multiple customer accounts.
•Integrated ServiceNow with third-party security tools for centralized incident management, and implemented vulnerability response processes to ensure timely identification and mitigation of security risks.
•Integrated SPLUNK with ServiceNow
•Integrated SAILPOINT with ServiceNow.
•Developed custom dashboards and reports for real-time monitoring of risk metrics, integrating GRC/IRM with other ServiceNow modules for seamless data flow and comprehensive risk management.
•Define the release management processes, roles, and responsibilities, and gather the business requirements.
Wells Fargo, Remote
ServiceNow Developer, Aug 2016 – Nov 2018
Wells Fargo & Company is an American multinational financial services company with a significant global presence. The company operates in 35 countries and serves over 70 million customers worldwide. These processes are Service Asset &Configuration Management (SACM), Request Management, Incident Management, Problem Management, Change & Release Management, Service Level Management (SLM), Knowledge Management, and Service Measurement & Reporting.
Roles:
•Worked In-depth knowledge of technical implementation on various modules of ServiceNow, like Incident Management, Problem Management, Change Management, Configuration Management
•Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items.
•Worked on Service Portal Phase 1A project which includes creation and management of a foundation layer that support multiple Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering.
•Gathered requirements, solution design, analysis, development, testing, integration, and deployment.
•Developed and managed application code, user interface, and third-party integration including SSO & LDAP.
•Implemented ServiceNow ITSM - Incident, Problem, Change, PPM, CMDB, Discovery, ITAM, SAM.
•Developed application UI, workflow, client scripts, business rules, data sources, import & update sets.
•Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations.
•Worked on Glide Ajax and Glide Records for scripting and UI actions.
•Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
•Worked on GRC application (Governance, risk and compliance).
•Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
•Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
•Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
•Involved in configuring and maintaining BMC Remedy Foundation Data.
•Performed integrations and process automation using ServiceNow Orchestration.
•Working knowledge on Single Sign on (SSO) and event-based integrations.
•Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.
•Collaborate with the GRC team on the development of the GRC solution.
•Implementing, configuring, onboarding, and administrating GRC plugins.
•Created Business Rule, UI Action by using Glide Script.
•Worked on LDAP integration to update the users and groups.
•Thorough understanding of ITIL/ITSM processes.
•Experience in implementing, configuring, onboarding, and administrating GRC plugins.
•Performed system and integration testing with sample and live data.
•Orchestrated users’ access to Databases using Orchestration.
•Implemented Software Asset Management (SAM) Extensions plug-in automatically on all new instances of ServiceNow.
•Implemented Integration of Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
•Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
•Developed automated service mappings to schedule the load of flat files on daily, weekly, and monthly basis.
•Design and implement business solutions on the ServiceNow ITSM platform.
•Communicated with external web services using SOAP Messages and REST.
•Supported ServiceNow integration using SOAP, REST web services, Import sets and transform maps, BR scripts.
•Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
•Creating, monitoring, modifying, and publishing service catalog workflows with approvals.
•Designed many email templates by using html and jelly scripting and used them in notifications.
•Implemented REST API web service as a third-party application for Integration.
•Implementation of Software and Change Management, Service Now Change Management, Incident Management.
•Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.
•Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
•Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
•Debugging the platform upgrade issues and recurring issues.
•Created Update sets to move customizations between different systems.
•Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
•Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations.
•Worked on CMDB and Asset management and performed data migration to import data from other applications and external databases.
•Implemented around 30 Service Catalog items for Shared services catering to different affiliates
•Worked on enhancements for Incident Management like Critical alarm handling and On-Call Scheduling modules.
Freedom Mortgage, Berlin
ServiceNow developer, Jan 2015– Aug 2016
Worked on different modules to create custom applications and mobile applications and automate the
Role:
•Developed Automation workflows using ServiceNow orchestration.
•Used ServiceNow Orchestration to automate Active Directory user and group management.
•Worked on Orchestration to automate the top and frequently used service requests.
•Customized the complex workflows for change management and orchestration
•Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
•Orchestration tasks were performed on remote computers using certain probes.
•Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management and Web Services.
•Performs integrations and process automation using ServiceNow Orchestration.
•Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
•Installed MID Servers on remote desktop and conducted tests required for Discovery.
•Worked on DISCOVERY and set up MID Servers and checked for the connectivity.
•Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
•Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
•Setup MID servers for discovery and LDAP interface to AD for authentication and group based access.
•Experienced in setting up MID Servers and working with Scripted Web Services, Script Includes, JavaScript and Jelly Scripting
•Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow
•Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
•Used DOM parser to parse the XML documents and XSLT for transformations.
•Designed and modified User Interfaces using JSP, JavaScript, CSS, and jQuery.
•Developed JSP pages for presentation layer (UI) using Struts with client-side validations using Struts Validator framework/ JavaScript.
•Key Accomplishments: Core JAVA, PERL, HTML, CSS, SHELL SCRIPT, ANGULAR JS, BOOTSTRAP, RESPONSIVE DESIGN, PHP, JavaScript, Ajax.
EDUCATION
Bachelor in (computer science) from (North Brunswick).
Master in (computer science) from (DeVry University).
Certifications
Certified in ITIL V4
Certified Application Developer
CSA (Certified System Administrator).
ADDITIONAL SKILLS
Area
Skills
Programming Languages
Angular Js, Jelly Script, JQuery, Java
Platforms
ServiceNow, HP Service Manager, SDLC
Web Technologies
HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON
Databases
Microsoft SQL Server, MySQL
Modules
ITIL,ITSM,CMDB,ITOM,ITBM,INTEGRATION,ITAM,HRSD, SECOPS, GRC /IRM
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