System Administrator Customer Support
Resume:
Kamoru Salahudeen
**********@*******.***
ServiceNow Developer/Administrator
Certified System Administrator with over 6 years of experience in IT and over 3 years of experience in ServiceNow Administration. Direct experienced performing day to day support such as administration, maintenance, scripting, configuration and integration. Demonstrated experience providing end-user support/ system management for complex system and technical improvements with an understanding of cost-effective decision making and usability. Devoted and energetic team player with the proven ability to work with little or no supervision. Proficient in ServiceNow applications like Service catalog, CMDB, Change Management, Risk management, Performance Analytics with functional knowledge of ITSM processes and best practices. A personable, charismatic professional with great work ethics and a focus on the organizational goals.
Professional Skill
ServiceNow, Upgrades, Implementations, UI Action, UI Policy, Business Rule, Assignment Rule, Notification, Technical Design, Web Service (SOAP, REST), Incident Management, Change Management, Configuration Management, Problem Management, Service Catalog, Azure, Assignment Lookup Rules, JavaScript, HTML, Client Script Request Fulfillments, Update Sets and Import sets.
Professional Experience:
ServiceNow Administrator 03/2020 -Current
Innove Tech San Antonio, TX
Working with client to assess ServiceNow requirements relating to the Incident, Change, and Problem disciplines, and Developing and Configuring the ServiceNow platform. Developing Technical Designs and Documenting users and process requirements. Developing workflow customizations, and performing user acceptance testing for all ServiceNow application modules (ex. Incident, Problem, Change, CMDB, Service catalog and customer specific custom applications). Providing Customer support for internal team’s response for administration of the ServiceNow platform. Providing support in all technical aspects of project delivery and solution delivery including:
● Application UI Configuration
● Workflow Configuration
● Business Rule Configuration
● Development of required client specific reporting.
● Development of requirement integration components (SSO, LDAP, SOAP and others).
ServiceNow Administrator 08/2019 – 02/2020
AQUILENT Los Angeles, CA
Created new catalog items in Service catalog using client’s requirements, worked on enhancement requests of catalog items to structured formats.
Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules
Use Agile 2.0 methodology and frameworks (scrum) for daily routine
Implement Agile Kanban for stories of urgent business need
Worked with the Scrum team to provide the product owner with technical resolutions based on the submitted requirements.
Involved in technical matters thus finding out the gaps and ensuring product owner involvement in business decisions and description of the functional flow.
Load, manipulate and maintained data between ServiceNow and other systems
Configured forms, use UI policies, client scripts and business rule
Used of import sets and transform maps, Manage/create users, groups, and roles
ServiceNow Administrator 06/2018 – 05/2019
SCALITY San Francisco, CA
Developed system integrations and processed automation within the ServiceNow instance and other Information Services applications
Developed with transform maps to Load data from data sources and make sure the imported data is consistent with transform map. Also, performed Integrations with LDAP for accessing the user account information.
Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript
Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
Created database views to pull the reports on variables which are being used by catalog item
Communicated with end users, identifying their difficulties and changing the applications as per their requirements. Configuration/Customization of the ServiceNow system including workflows
Educational
Bachelor’s Degree Computer Science
Certifications
ServiceNow Certified System Administrator
ITIL V4
Certified Scrum Master
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