(Emily) Sehrish Ashraf

Contact Details:

+1-202-***-****

e add2de@r.postjobfree.com

Education Details:

Associates in Bio (2014) Ohio Community College

BS in Bio (2021) Ohio State University

Certifications:

CSA

CIS (PPM)

CIS (APM)

Career Summary

Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Direct hands-on experience with the various IT services of ServiceNow tools such as Service Catalog, Service Portal, Asset Management, Configuration Management (CMDB), Service-Now Administration, Change, Incident, Problem Management, Knowledge Management, Release Management, project and portfolio management, content management system, Reporting, Performance Analytics, ITOM, dashboards, and Integration with Web Services.

Develop, test and deliver high quality software/solutions within Angular

Correct defects and implement new features

Provide direct estimates, including time and percentage of project completion

Isolate and correct complex problems at a subsystem level

Perform quality checks to ensure design integrity at various stages of development

Experience in developing dynamic and engaging applications, consistent across all browsers and platforms

Knowledge of Git, JIRA, Zephyr

Experience in SAFe/Agile development process

Excellent knowledge and working experience in various ServiceNow integrations using web services, MID Servers, Data Sources, LDAP Servers and import sets.

Update and development of ServiceNow applications, modules business rules, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc.

Service-Now experience in Implementation, design, development, documentation, deployment, and post- production support following Software Life-cycle using SDLC with Agile Hands on experience using Business rules, email Notifications, UI Pages, UI Macros, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc. Experience in developing solutions using JavaScript, Web Services, SOAP, AJAX and other web technologies to integrate Service-now with internal/ external systems and tools.

ServiceNow Development/Architecture Experience SaaS Experience/Cloud Development Experience excellent experience using Service now integration using web services, email, SSO etc.

Experience with complex integrations within the ITSM, ITBM, and ITAM environment.

Working experience of CMDB and Asset Management Services: Business Service mapping, Configuration item relationships, Discovery and Asset Management

Expertise on the creation of workflows for Service Catalog items in ServiceNow.

Configuring LDAP for user imports and SSO.

IT professional with a total of 7 plus years of relevant experience in the field of IT and 6 plus years in ServiceNow platform as both Developer and Administrators.

Focus areas include, ITSM, ITAM, ITOM, ITBM, ITFM, Integrations, PPM and Service Catalog User Interface / User Experience (UI / UX), Service Portal, and streamlining client business processes.

Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.

Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.

Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow

Worked on UI MACRO, UI Scripts to custom field options and custom form enhancements

Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap and CSS.

Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.

Integrate the dynamic pages with Angular JS to make the pages’ dynamic

Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Direct hands-on experience with the various IT services of ServiceNow tools such as Service Catalog, Service Portal, Asset Management, Configuration Management (CMDB), Service-Now Administration, Change, Incident, Problem Management, Knowledge Management, Release Management, project and portfolio management, content management system, Reporting, Performance Analytics, ITOM, dashboards, and Integration with Web Services.

Excellent knowledge and working experience in various ServiceNow integrations using web services, MID Servers, Data Sources, LDAP Servers and import sets.

Highly experienced in Integrations using REST and SOAP with several third party applications including OKTA, SSO, LDAP, SCCM, VR, and MacAfee

Ability to provide SEO solutions for single page apps

Extensive knowledge of CSS and JS methods for providing performant visual effects and keeping the framerate above 30fps at all times

Thorough understanding of the responsibilities of the platform, database, API, caching layer, proxies, and other web services used in the system

Service-Now experience in Implementation, design, development, documentation, deployment, and post- production support following Software Life-cycle using SDLC with Agile Hands on experience using Business rules, email Notifications, UI Pages, UI Macros, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc. Experience in developing solutions using JavaScript, Web Services, SOAP, AJAX and other web technologies to integrate Service-now with internal/ external systems and tools.

Working experience with Web Services/ SOAP/REST integrations.

ServiceNow Administration and Production Support including maintenance of lower life cycle instances.

Worked on different versions of Service Now including Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji and Calgary.

Good understanding of object-oriented analysis design and application development.

Working experience with Agile/Scrum framework

Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Experience working with web technologies (HTML, CSS, JavaScript (including AngularJS/Bootstrap), XML, jQuery, SOAP, REST, Jelly, AJAX, JSON, etc.)

Hands on experience creating HR Catalog and template, HR knowledge management, HR Service Portal, HR Case management, Employee relation case, HR Profile, HR Integration, HR Administration, HR Dashboards and Reports.

Supported Service-Now integration using SOAP, REST web services, Import sets and transform maps, Business Rule scripts.

Experience working with databases (MySQL, Oracle DB, SQL Server, etc.).

Exposure to Identity Management and Single Sign On/Active Directory integrations.

Participate in and support ServiceNow version upgrades and cloning. Install, test, and take new applications live in ServiceNow.

Provide on-call support when Production issues occur.

WORK Experience

IBM, Remote

Sr. Service Now Developer/ Architect September 2018– Present

Primarily worked on CMDB discovery requirements gathering and implementation

Planning & executing Windows, Network Discovery through SNOW Discovery

Export reports from CMDB as per requirement and performing analysis

Day to Day Discovery & troubleshooting Tasks

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports

Service Portal development

Defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow

Support business and technical analysis sessions for new and enhancement development efforts.

Provide issue management for end-user problems and ensure a consistent high-level responsiveness and customer care

Support client UAT activities, to include defect triage, solution recommendation and prioritization.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Developed business architecture using requirements such as scope, processes, alternatives, and risks.

Follow ITIL best practices during implementation

Worked on telecommunication domain to establish integration between ESMS HP DXC platforms to ServiceNow.

Populate CMDB for telecommunication devices.

Worked on Service Now GRC to identify and manage risks in a single register

Hardware and Software Compliance Asset Management. Attained good working knowledge on Probes, Sensors, and Identifiers, along with WMI, SNMP,SSH devices

Build B2B connection using REST

Managed SharePoint site and document (functional & technical) source to target mappings, process flows, procedures, and business requirements.

Gathered requirements for ServiceNow enhancements such as form changes, dropdowns, and attachments

Create user stories, user acceptance criteria, epics, process maps, data mapping and formal requirements documentation.

Develop and make recommendations to improve the technical solution

Ensure and assist in achieving and meeting project deadlines and schedules.

Strong facilitator; adept at running meetings with end users, gathering and managing business requirements, and balancing priorities.

Worked on Service Portal and service catalog development for multi tenancy environment

Collect, analyze, document, and prioritize business and system requirements.

Validate requirements with appropriate audiences.

Adhere to processes for Change Management, Incident Management, etc. as applicable.

Assist in the creation or modification of process, knowledge base or training documentation.

Awarded excellence in Technology award for this project

Responsible for Project Documentation Verification for Client, working in conjunction with ITIL Best practices to ensure accurate Migration Strategies and managing multi-time zone people like US and Canada.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Developed business architecture using requirements such as scope, processes, alternatives, and risks.

Provide user access and roles.

Worked on Service Now Performance Analytics module to create advanced reports for the client requirements, which involved defining Key Performance Indicators (KPIs), creating breakdowns, widgets and dashboards. Scheduling the reports using scheduled jobs and making the reports visible to a section of audience.

Follow ITIL best practices during implementation.

Implemented Servicenow HR Case Management from scratch, integrated the Servicenow HR module with SAP Sucess factors and Workday.

Implemented minor enhancements.

Worked on Governance, Risk, and Compliance (GRC) application.

Worked on survey, agile and demand management.

Monitored User Acceptance Testing (UAT) and Regression Testing to ensure business requirements

Managed SharePoint site and document (functional & technical) source to target mappings, process flows, procedures, and business requirements.

Assured that all ServiceNow artefacts follow corporate AGILE Policies and guidelines.

Reporting on Project status to stakeholders and senior management with respect to cost overruns, time lines, risk status, resource management and skill management application configurations per business requirements.

Generating of PPM Reports, dashboards and scheduling them.

Integrated Service Now with LDAP for authentication and authorization. Integrating single sign on (SSO) with ServiceNow.

Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module

Gathered requirements for ServiceNow enhancements such as form changes, dropdowns, and attachments.

Worked on integrating BDNA web services for asset management and scheduled exports.

Integration with Troux and Atos (Atrium) using inbound and outbound import set integration.

Mid server installation and setup.

Worked on Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, Jelly, CSS, etc.), PowerShell, Perl and Shell scripting

Data certification with business owners using data certification plug-in in ServiceNow

Worked on various web services implementations to receive/send data from/to third party application to read/create/update/delete data via REST/SOAP. Also worked on, mid server setup for sending and receiving data to/from third party providers which are behind a firewall. The communication with the third party was triggered using a scheduled job or business rules.

For receiving data, made use of import set web service when the third party was trying to insert/update data into ServiceNow tables. Used import set web service to get weekly application and application relationship update data from TROUX. Made use of data sources to consume LDAP sources for getting users and group information.

Sending data to third party using SOAP and REST based web services were triggered from a business rule. Also, created a scheduled export to export set data into a third-party folder using mid server via FTP. Setup MID Server for accessing 3rd party behind the firewall. The mid servers agent will execute the job to gather data and send it back to ServiceNow. Currently using this for sending data to ATOS (atrium).

REST API Integration was performed using REST API Explorer. Role needed is rest_service. Methods used GET, PUT, POST, and DELETE.

Implementing system security by using Access Control Lists (ACL)

Interface with ServiceNow technical teams such as SecOps infrastructure to successfully implement the Security Incident Response and Vulnerability Response platform

Hands on experience with service integration using LDAP, MS Active Directory, ADFS, Single Sign-on and web services

Excellence in modern Javascript and HTML5

Ability to communicate thoroughly with all departments involved

Extensive prior experience with AngularJS, it's best practices and popular modules

Ability to create self-contained, reusable, and testable modules and components that build on the elements and modules of core AngularJS

Skill in maintaining clean and consistent project dependencies

Knowledge of SEO best practises for single page apps

Extensive knowledge of CSS and JS animations

Thorough understanding of the responsibilities of the platform, database, API, caching layer, proxies, and other web services used in the system

Validating user input on the client side and implementing meaningful feedback

Skill in designing a modern build process that integrates testing and continuous delivery

Habit of documenting your code inline using JSDoc or similar ways

Experience with writing extensive unit tests using automated TDD tasks

Experience with building the infrastructure for serving the front-end app and assets

Creating e2e test suites for all components and running them with Protractor (or alternatives)

Hands-on experience with creating configuration, build, and test scripts for Continuous Integration environments

Commonwealth of Pennsylvania, Harrisburg, PA

Service Now Consultant October 2016 – August 2018

Support business and technical analysis sessions for new and enhancement development efforts.

Provide issue management for end-user problems and ensure a consistent high-level responsiveness and customer care

Support client UAT activities, to include defect triage, solution recommendation and prioritization.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Developed business architecture using requirements such as scope, processes, alternatives, and risks.

Follow ITIL best practices during implementation

Worked on telecommunication domain to establish integration between ESMS HP DXC platforms to ServiceNow.

Populate CMDB for telecommunication devices.

Build B2B connection using REST

Managed SharePoint site and document (functional & technical) source to target mappings, process flows, procedures, and business requirements.

Gathered requirements for ServiceNow enhancements such as form changes, dropdowns, and attachments

Create user stories, user acceptance criteria, epics, process maps, data mapping and formal requirements documentation.

Develop and make recommendations to improve the technical solution

Ensure and assist in achieving and meeting project deadlines and schedules.

Strong facilitator; adept at running meetings with end users, gathering and managing business requirements, and balancing priorities.

Worked on Service Portal and service catalog development for multi tenancy environment

Collect, analyze, document, and prioritize business and system requirements.

Validate requirements with appropriate audiences.

Adhere to processes for Change Management, Incident Management, etc. as applicable.

Assist in the creation or modification of process, knowledge base or training documentation.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents

Worked on functional and technical specifications documents for various ServiceNow modules

Created scheduled tasks; monitoring the ticket queues and generating statistics.

Implemented, customized, and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.

Worked on loading data into ServiceNow using import sets.

Designed and implemented new functionality using UI Policies and Data Policies.

Implemented different Applications, Modules, Tables and Views as per client's requirement.

Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client Side Scripting) and Script includes in ServiceNow

Involved in customization of forms for various ServiceNow applications

Involved in migration between various ServiceNow instances using Update Sets

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

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

Involved in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

Loaded Assets and Configuration Items, created relationships between CIs and Assets

Generated weekly reports and metrics for IT management.

Created asset records, software counter and tracked asset entitlements against deployment.

Developed optimization reports to ensure that the most efficient and economical license metrics are applied to 3rd party software products.

Worked on Asset Lifecycle Management.

Worked on manual Import of Data to ServiceNow CMDB.

Activated Plug-in for Discovery and discovering CI’s Items.

Produced reports showing server counts and software versions.

Creating dashboards using Performance Analytics and demonstrating it to stakeholders.

Created scheduled tasks, monitored the ticket queues and generated statistics.

Worked on Knowledge articles, incidents, CMDB and dictionaries.

Worked on requirements definition, functional specifications, data models and business procedures.

Created process flows and diagrams using Visio.

Created ServiceNow training materials and delivered training to users.

Developed ServiceNow optimization reports to ensure that most efficient and economical license metrics are applied to 3rd party software products.

Develop user interfaces with the latest frontend technologies

Research, analyze, and develop product features of increasingly complex nature

Code tested and documented JavaScript, HTML, PUG and CSS

Make design and technical decisions for AngularJS projects.

Develop application code and unit testing in the AngularJS, Rest Web Services and Ruby

technologies for the Application Development Centre.

Ensure high performance of all systems developed

S&P Global, Hightstown, NJ

ServiceNow Consultant– Developer, Admin May 2015 to October 2016

Responsible for Project Documentation Verification for Client, working in conjunction with ITIL Best practices to ensure accurate Migration Strategies and managing multi-time zone people like US and India.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Developed business architecture using requirements such as scope, processes, alternatives, and risks.

Provide user access and roles.

Worked on Service Now Performance Analytics module to create advanced reports for the client requirements, which involved defining Key Performance Indicators (KPIs), creating breakdowns, widgets and dashboards. Scheduling the reports using scheduled jobs and making the reports visible to a section of audience.

Follow ITIL best practices during implementation.

Implemented minor enhancements.

Worked on Governance, Risk, and Compliance (GRC) application.

Worked on survey, agile and demand management.

Monitored User Acceptance Testing (UAT) and Regression Testing to ensure business requirements

Managed SharePoint site and document (functional & technical) source to target mappings, process flows, procedures, and business requirements.

Assured that all ServiceNow artefacts follow corporate AGILE Policies and guidelines.

Reporting on Project status to stakeholders and senior management with respect to cost overruns, time lines, risk status, resource management and skill management application configurations per business requirements.

Generating of PPM Reports, dashboards and scheduling them.

Integrated Service Now with LDAP for authentication and authorization. Integrating single sign on (SSO) with ServiceNow.

Gathered requirements for ServiceNow enhancements such as form changes, dropdowns, and attachments.

Worked on integrating BDNA web services for asset management and scheduled exports.

Integration with Troux and Atos (Atrium) using inbound and outbound import set integration.

Mid server installation and setup.

Data certification with business owners using data certification plug-in in ServiceNow

Worked on various web services implementations to receive/send data from/to third party application to read/create/update/delete data via REST/SOAP. Also worked on, mid server setup for sending and receiving data to/from third party providers which are behind a firewall. The communication with the third party was triggered using a scheduled job or business rules.

For receiving data, made use of import set web service when the third party was trying to insert/update data into ServiceNow tables. Used import set web service to get weekly application and application relationship update data from TROUX. Made use of data sources to consume LDAP sources for getting users and group information.

Sending data to third party using SOAP and REST based web services were triggered from a business rule. Also, created a scheduled export to export set data into a third-party folder using mid server via FTP. Setup MID Server for accessing 3rd party behind the firewall. The mid servers agent will execute the job to gather data and send it back to ServiceNow. Currently using this for sending data to ATOS (atrium).

REST API Integration was performed using REST API Explorer. Role needed is rest_service. Methods used GET, PUT, POST, and DELETE.

Neiman Marcus, Irving, Texas

ServiceNow– Developer Admin Aug 2013 to April 2015

Implementing end-to-end Service Catalog, Incident, Problem, Change, Configuration & Asset Management, Release Management and Knowledge management.

Set up Configuration Management from scratch, defining CI classes and their relationships.

Working experience on discovery, set up mid servers and checks for connectivity. An expert in troubleshooting Discovery tool.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.

Worked on UI Macros to create pages as templates based on given requirement.

Configured multiple forms for asset management module using Configuration Management Database and service mapping.

Resolved typical users access and roles issues by checking active directory and user table.

Wrote client scripts and UI policies to make client-side changes.

Created UI pages to use them in catalog items; implemented using UI scripts.

Created knowledge articles to document the steps in creating the catalog items.

Worked on different kinds of variables and variable sets.

Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Re-designed workflows using workflow editor; reconciled complicated workflows to simpler form.

Creating dashboards, widgets using Performance Analytics and counselling it to the stakeholders

Wrote script includes invoking them in reference qualifiers or variable scripting.

Provided training sessions on ticketing tools, reporting and data entry.

Developed UI Actions, script includes and Business rules for overall platform.

Developed of service catalog which includes creating new catalog items, designing workflows and execution plans.

Implemented data security using Access Control Lists (ACL) and Data Policies.

Worked with JIRA for tracking project task completion

Followed up with clients and customers on process requests and special requirements.

Participated in daily Agile scrum meetings with managers.

Conducting sprints by conducting meetings with Product Owners and defining the Business Outcomes, Features and User stories and assigning the tasks to the team by conducting Scrum methodologies like Backlog creation and grooming, Sprint planning, Scrum meetings, Sprint Review, Sprint Retrospective

Daily evaluation of existing IT processes to identify gaps and ensure policies are being adhered to in the most efficient and effective manner.

Worked with the business and technical teams to clarify functional requirements

Documented detailed proposals, functional, data business requirements, process flows, use cases, information needs, test scenarios, and obtained functional design specification approvals

Contact this candidate