Rasheed Lawal

adcji6@r.postjobfree.com

210-***-****

SUMMARY

Around 8 years of extensive IT experience and 6+ years of experience on ServiceNow working with different modules and platform like ITIL, ITSM, ITBM, ITOM, Incident, Problem, Web 2.0 Technologies, Angular, XML, AJAX, SAAS, SOAP, Problem, Change Management, Knowledge, Service Catalog, Service Portal, CMDB, and Discovery.

ServiceNow experience worked with Geneva, Eureka, Madrid, Helsinki, Istanbul, Jakarta, Kingston, and London with a strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.

Created self Service Portal along with other portals for the company that can be used by the employees to create an incident or request.

Experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Event Management, Service-Now Administration, Change, Release, Incident, Problem, Knowledge, Project and Survey Management, Reporting, Integration with Web Services along with MID Server.

Experience in design, development, documentation, and deployment of software features on the ServiceNow platform.

Successfully managed implementations for employee self-service (ESS) portal, HR case management, Asset and work order management solutions.

Built a risk management module within the ServiceNow GRC tool.

Pro-efficient in debugging and Problem Solving ITBM.

Strong experience in Java script, Glide Scripting, Angular JS, Jelly Script, Client Scripts, Server Side Scripting, and Script includes, Business rules, debugging, data policies, UI scripts and UI Policies.

Worked on CMDB and Asset Management in providing better scope of understanding on assets.

Experience in ITIL/ITSM V3 processes, web services, business rules, client scripts, workflows, web protocols, service catalogs in ServiceNow.

Created many workflows which are being reused and propagated and handled many custom events.

Expertise with creation and configuration of ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions.

Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.

Implement Lean practices into every day processes.

Expertise in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.

Involved in reporting, developing dashboards and performance analytics.

Proficient in workflow alerts and actions, Worked on Change and Approval Process (CAB approvals).

Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.

Hands on experience working on Core Java, J2EE, JSP, servlets, Python, Shell Scripting, PowerShell related applications and deploying those applications using Apache, Tomcat, WebLogic servers.

Extensive knowledge and implementation experience of IT Service Management (ITSM) frameworks and project management skills, experience working directly with customers and clients.

Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.

ServiceNow end to end ITSM implementation and migration of instance from ServiceNow On premises to Cloud platform. Foundation data migration, ServiceNow GRC implementation of IT controls with assessments, ITSM core modules, ITOM, Bulk knowledge articles migration, Bulk service catalogs migration

Generated operational reports, computation of business metrics and KPI analysis as needed.

Respond to Service Requests and provide incident resolution.

Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.

Implementation and custom development of ServiceNow Geneva including data validation scripting, server/client side evidence scripting, Security Operations, and GRC.

Extensive knowledge on ITOM, Service Mapping, and How Event Management works if we have Service Mapping setup.

Worked on installing updates and plugins based on the requirements.

Functional knowledge and implementation experience of ITSM frameworks.

Experience of integrating Service Now with third party tools and implementation of SOAP and REST API.

Expert in update set movement across instances. Performed smoke, functional and UAT testing.

Handled Bug Fixes, Enhancement requests and provided post roll out production support. Strong knowledge in best practices of ServiceNow development and ITIL.

Have good Analytical, Programming and Communication skills. Very good with problem solving capabilities and customer service and convincing skills and also poses the ability to respond positively to varied situations.

Expertise in implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.

Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, ACLs, Workflow Alerts and Actions, and Approval Process.

Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports.

TECHNICAL SKILLS

ITSM Tools

ServiceNow (Incident Management, Problem Management, Change Management, Configuration Management, Content Management, Asset Management), ITBM, ITSM Suite, HP Service Manager, HP Asser Manager, CSM, Madrid, London, Kingston, ServiceNow GRC.

Web Technologies

Angular, SAAS, HTML, DHTML, Bootstrap, AJAX, CSS, XML, JavaScript, JQuery, jelly, Perl scripting, PL/SQL, SOAP.

Languages

C, C++, C#, JAVA, SQL

Application Servers

IIS 5.0, Apache, Tomcat, WebLogic.

IDE & Tools

Eclipse, WebStorm, Notepad++.

Databases

Oracle 10g, SQL Server 2005, MySQL.

Tools and Packages

Rational Rose, Ant, TOAD, MS Office, Dreamweaver

Operating Systems

Windows, Linux, Mac OS.

EDUCATION

Bachelors from Osun State Polytechnic, Nigeria.

Masters from American Intercontinental University, USA.

CERTIFICATION

Certified Application Developer-Service Now.

Certified System Administrator.

PROFESSIONAL EXPERIENCE

Sr. ServiceNow Developer/Admin

Infosys, Houston, TX Oct‘2018 – Present

Responsibilities:

Implementation, customization and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Reporting, Service Catalog, CMDB in ServiceNow Helsinki and Kingston.

Extensively worked on the implementation, configuration and maintenance of Business Rules, Client Scripts and UI Policies.

Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.

Have ample amount of experience in Working ANGULARJS with all ITBM modules like Demand BOOTSTRAP.

Part of development team whose responsibility was to implement Service Portal and Service catalog for HR Services.

Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.

Involved in gathering the requirements from the business team and creation of technical, functional specification documents.

Created Service Portal pages for the applications as per business requirements.

Integration with Slack (Team collaboration tool) with service portal knowledge base.

Experience on GRC module, involved in Audit and Risk management.

Involved in Maintaining Service Portals, ACL's, Users groups and roles.

Created a customized role with all the required access to the entire application for the admin of GRC.

Implemented Lean Six Sigma processes to streamline reporting and procedures for the Dose Replacement Program.

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

Configured Event Management ( ITOM) by configuring Connector Instances and Connector Definitions

According to Corporate standards and procedures on a global scale; design, order, implement and qualify the infrastructure for the MID servers for the ServiceNow system.

With the Tech Writer, create content for the SOPs, Standards and Operations Handbook for Corporate MID servers for the ServiceNow including the execution of corporate quality related documentation.

Configured multiple catalog items Front-end web / GUI components using JavaScript, CSS, HTML5 and AngularJS.

Created test plan documentation for integration project for Phase 1 and Phase 2.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.

Evaluate and document major upgrades, patches and/or hot fixes in to the CBD, CBI and/or Dev Environments for the Corporate MID servers according to qualification processes, and assist Ops with implementation when needed.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.

Involved in creating and configuring the SLAs as per the requirement.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.

Worked on Discovery tool to find all configuration Item and populate the CMDB.

Responsible for creating various homepages including basic Reporting according to the business needs.

Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.

Involved in creating and configuring the SLAs as per the requirement.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.

Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.

Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.

Worked on Discovery tool to find all configuration Item and populate the CMDB.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.

Worked on Discovery tool to find all configuration Item and populate the CMDB.

Responsible for creating various homepages including basic Reporting according to the business needs.

Created Update sets to move customizations between different instances.

Have experience on Data Lookup definitions and implemented in Incident management.

Developed Email Templates and Email Notifications.

Worked on various ServiceNow customization, enhancements as per Client requirements.

Incorporating the coding standards and best practices in the implementation.

Worked on development of Service catalog - catalog items, designing workflows and execution plans.

Environment: ServiceNow – Helsinki, ServiceNow – London, ServiceNow – Kingston, ServiceNow – Madrid, HTML5, CSS3, JavaScript, Bootstrap, Web 2.0 Technologies, ITOM, ITBM, Angular, XML, AJAX,SAAS, SOAP.

ServiceNow Developer/Admin

Splunk Corporation, San Francisco, CA Feb’2017 – Sep’2018

Responsibilities:

Implementation, customization and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Service Catalog, CMDB in ServiceNow Helsinki and Istanbul.

Created Change Tickets for each release, followed by reviewing updates sets before moving to production and Attended review meetings with CAB for Approval.

Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.

Involved in end to end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.

Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting

Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.

Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Gave access to end users to submit requests from Service Portal page.

Collaborate with the GRC team on the development of the GRC solution.

Worked closely with Vendors from Hi Portal on monitoring and maintaining ServiceNow Instance. Implementing Scheduled maintained on all environments.

Designing service portal in using HTML, JavaScript, and AngularJS.

Automatic generation should be kept in mind when working in a domain-separated GRC implementation. Users should be sure that they are creating / generating records at the right domain level so that they are visible to the right set of users.

Responsible for defining, designing, and implementing different modules of ServiceNow ITBM (IT Business management) with respect to Project and Portfolio Management (PPM).

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

Worked on Group Management to create updated and deactivate groups in ServiceNow.

Worked on End to End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.

Designed Workflows, along with standard Workflow templates which can be reused.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

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

Gathered requirement from stakeholders for attributes needed to develop Service Catalog items. Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.

Environment: ServiceNow – Helsinki, ServiceNow - Istanbul, HTML5, ITBM, JavaScript, CSS3, Bootstrap, AngularJS.

ServiceNow Developer

Wyndham Destinations, Orlando, FL Sep’2015 – Jan’2017

Responsibilities:

Design, configure, develop, and test custom Service Now forms, tables, and workflows based on business requirements.

Extensively worked on creating Client Scripts, Business Rule, and UI Action by using Glide Form and Glide Record objects used by several other important objects.

Created new applications and modules as per the requirement design.

Writing Catalog client scripts and UI policies to make client-side changes.

Worked on functional requirements within Service Now for CMS, Service Catalog Management (SCM) and Incident.

Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.

Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.

Involved in Service Now Instance upgrade from Dublin to Eureka.

Configured the system in a way to address an organization’s business needs.

Designed and developed workflows for Service Requests, Incident Management and Change Management.

Responsible for overall systems and its processes.

Imported data from various data sources using import sets and transform maps.

Designed and implemented Service Now Integration solution with Emails, SMS and Alerts.

Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.

Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

Queried table by using Glide Record, worked on complex log file and debugging script.

Participated in installation and setup of the process applications that are provided with Service Now and created custom applications.

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

Created data sources and loaded the Service-Now tables with different data formats.

Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem, and Service Level Management Implementation.

Deploying the developed code to QA/Stage/Production instances using Update Sets.

Environment: Service Now (Dublin, Eureka), Java Script, Html, CMDB, Discovery.

ServiceNow Developer/Administrator

Care Source, Columbus, OH Feb’2014 – Aug’2015

Responsibilities:

Use Administration of common platform applications: Knowledge Base, Service Catalog,

Workflows, SLA’s, Reporting etc.

Core Application Administration: Policies Interactions, Application Security, Events Notifications.

Managing client scripts, UI policies, UI actions and Data policies.

Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.

Defining Service Level Agreements SLAs, notifications, and reports.

Develops new applications from beginning to end.

Involved in activities like Instance cloning, patch upgrade and post Implementation after clone.

Created SOAP message functions and configured it to be sent through mid-server.

Maintains existing applications. Creates code that meets system standards.

Integration of service now with LDAP for authentication.

Populated CMDB by importing data of IT assets into the system.

Integration of Service Now with BMC Remedy for ticket creation on change submits.

Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Recommended appropriate design alternatives to be implemented based on customer constraints.

Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.

Migration of customizations from one instance to other instance and Ongoing Maintenance.

Environment: ServiceNow [Berlin/ Calgary], Windows 8, JavaScript, Jelly Script, My SQL, XML.

MEGHEE, Nigeria Jul’2012 – Dec’2013

Jr. Java Developer

Responsibilities:

Designed client application using HTML, JSP, CSS and XML.

Experienced in Agile Software development process and also strong technical knowledge in Core Java, J2EE and JEE development, with experience in defining functional and technical specifications.

Experienced in Relational DBMS like Oracle, SQL Server, MySQL, DB2, Toad for performing SQL and PL/SQL programming and NoSQL DB like MongoDB.

Implemented application using MVC architecture integrating Hibernate and spring frameworks.

Used JSP, HTML5, CSS3 and JavaScript to construct the dynamic web pages (presentation Layer) for the application.

Used AngularJS and Backbone.JS for client-side validation.

Worked with core Java technologies like Multi-Threading and synchronization.

Used XML Beans for data interchange.

Developing and consuming web services like SOAP (JAX-WS), REST (JAX-RS).

Wrote SQL Queries to interact with Oracle Database.

Developed Web Services to transfer data between client and server vice versa using SOAP, WSDL and UDDI.

Used "Agile Development Methodology" and tested the application in each iteration.

Good experience in developing test cases with Junit for Unit testing and logging using Log4J.

Log4J for extensible logging, debugging and error tracing.

Worked in designing Web services framework in support of the product.

Wrote SQL and HQL queries to retrieve data from the Oracle database.

Used XML to transfer the application data between client and server.

Developed a specific dashboard module and integrated with the application.

Used the JDBC for data retrieval from the database for various inquiries.

Done with unit testing of all java classes using JUnit framework.

Experience in designing and developing applications using Web Sphere application servers and Tomcat web server and Web logic server.

Experience with UNIX, Linux and Windows operating systems.

Environment: Java, J2EE, spring, JDBC, JNDI, Hibernate, JMS, Junit framework, Tomcat, Eclipse, Oracle 10g, XML/XSLT, HTML, JSP, JavaScript, SQL developer, Rational Rose, Subversion and Junit.

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