Customer Support Servicenow Developer

Name: Mohammed Ajmal

Email id: ***********@*****.***

Ph. No: 224-***-****

PROFESSIONAL SUMMARY:

Over 8 + years of experience as ServiceNow Developer & Administrator in Configuring Applications using ServiceNow tool and ITIL Management.

Strong experience in working on the ITIL Process Configuration like Incident and Problem Management, Knowledge Management, Reporting, Gauges in ServiceNow

Experience in LDAP Configuration and Connection Management

Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).

Experienced in conducting User Acceptance Testing, SWOT analysis, Cost benefit analysis and ROI analysis

Facilitated scrum ceremonies (Sprint planning meeting, Daily scrum meeting, Sprint review meeting, Sprint retrospective meeting, Backlog refinement meeting) as a Scrum Master for Agile Scrum Methodology.

Hands on experience in creating the custom Applications, Modules in ServiceNow

Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow

Experience in designing, configuring and customization of forms for various ITIL processes,

Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, events.

Good knowledge in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset Management modules with an end-to-end implementation experience.

Develops and analyze functional requirements for systems implementations and convert the functional requirements into a ServiceNow SAM solution.

Experienced in developing analytical components using Scala, Spark, Apache Mesos and Spark Stream.

Experience in creating and managing Service Catalogs, Record Producers, Order Guide, UI Pages.

Experience in design and developing custom applications in ServiceNow environment.

Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions.

Working on ITBM -Application Portfolio Management (APM).

Trained on APM by internal resources and worked on propagating the data from Business Application.

Responsible for multiple project execution and delivery using full project management lifecycle methodologies.

Experience in working with Access Controls, Workflow, User Administration in ServiceNow.

Good understanding and knowledge on all phases of the software development life cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.

Proven experience in working with various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.

Implemented JIRA integration using integration HUB.

Experienced on Big Data Integration &Analytics based on Hadoop, SOLR, Spark, Kafka, Storm and web Methods.

Functional knowledge and implementation experience of ITSM frameworks

Experience in creating reports in ServiceNow and schedule the report generation in ServiceNow

Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications

Strong experience in working in various software development practices like Waterfall, Agile.

End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.

Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.

In-depth knowledge of the technical implementation of Discovery, Incident Management, Change Management, Risk Management, Problem management, Knowledge Management, Configuration Management, Service Catalog, Reporting, Integrations, LDAP, Altars, SAM 2.0, SCCM, SAAS, ADFS, SSO, and CMDB.

Designed Workflows, creating approvals and Execution plans for the catalog items.

Implemented GRC module from scratch having OOB capabilities including modules like audit management and vendor risk management.

In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM) and Application Portfolio Management (APM).

Created Knowledge articles & Helpdesk users on Service Now platform.

Good Knowledge on installing, configuring and setting up of data in CMDB.

Hands on experience in web development using HTML, CSS, JavaScript, Angular, Glide Script and Jelly Scripting.

Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development.

Trained on APM by internal resources and worked on propagating the data from Business Application to Application Instances, Application Clusters and Application End points.

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

Experience in using Integration Hub to populate CMDB data from third-party sources like SAP, SCOM and build custom Spokes to populate data using Service Graph connector and customized flows.

Experiences in planning od clustering for MID servers to handle zero downtime and high availability of Production instance-related Integrations, Discovery, Service Mapping and Cloud Integrations.

Good Knowledge in HR Case management and administration.

Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.

Good knowledge of Grunt, GITS, HTTP and SOAP/Restful services. Data modelling and creating ACL for new custom tables. Also, involved creating custom application and modules.

TECHNICAL SKILLS:

ITSM Tools:

ServiceNow, BMC Remedy, ITSM Suites (CA Service Manager, Manage now), HP Service Manager, ServiceNow SecOps.

Programming Languages:

Java, C, C#, HTML, XML, JavaScript, SQL

J2EE:

JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Scripting Libraries:

jQuery, Java Script, Apache Jelly, Angular, Knockout

Databases:

SQL Server 2012, Oracle 11g

Web Technologies:

HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers:

IIS 6, Apache Tomcat, WebLogic

PROFESSIONAL EXPERIENCE:

Client: DXC, Plano, TX Aug 2021 – Till Date

Sr. ServiceNow Developer

Responsibilities

Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.

Developed new service catalog items and fix bugs in incidents, problems, and change management.

Developed Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.

Developed reusable UI macros for content management system and Service Catalogs.

Developed complex workflows and Service Level Agreements to automate the manual processes in the organization and meet the customer standards.

Credible history of managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.

Documented the Business Requirements Document (BRD) and the Functional Specification Document (FSD).

Implemented Workflows, Incident Management, Change Management and Service Catalog on various business applications.

Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.

Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management.

Configuration Management Database (CMDB), Incident Management, Change Management, Service Catalog and Request Fulfilment, GRC and Security Operations (SecOps).

Lead for Governance Risk & Compliance (GRC) projects, on-boarded various ORM applications to GRC platform within GRC based Risk Management Framework and Data Governance Strategy and Policies.

Familiar with the flow designer and integration hub. Also worked on complex flow designers using data look up functionality and decision tables.

Created Update Sets to migrate customizations from one instance to another instance. Which also includes fixing problems that occur while deploying an update to target instance.

Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Invoked webservices like REST and SOAP using scripts to facilitate the integrations for the third-party applications.

Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.

Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.

Experience in working various modules such as Human Resource, Automation testing framework, Flow designer, Field Service Management and so on.

Led GRC applications (OPERA, RSA and BCM) administration responsibilities including user accounts, data feeds, workflows, business rules, process modeling, reports access, data dictionary and taxonomy.

Use Kafka a publish-subscribe messaging system by creating topics using consumers and producers to ingest data into the application for Spark to process the data and create Kafka topics for application and system logs.

Performed integration between service watch and ServiceNow CMDB.

Experience in configuring the SLAs for various ITIL processes as per the client requirements.

Developed ServiceNow integrations for Single Sign-On (SSO), xmatters, Office 365 integration using Orchestration, LDAP, BDNA (Technopedia) and Software Center (SCCM) integration. Developed custom integrations using REST and SOAP APIs, complex workflows, proficient in MID server configuration.

Design and implement business solutions on the ServiceNow ITSM platform.

Integration with other ServiceNow instances and other systems like Netcool, Autosys, Azure.

Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops.

Worked on Orchestration and service mapping.

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

Installed and configured collectors configured credentials and built service watch dashboards in Service watch.

Performed integration between service watch and service now CMDB.

Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management, Web Services.

Performed Discovery Customizations - including transformation of class data and restructuring discovery zone coverage for multiple probes.

Created Kafka producer API to send live-stream data into various Kafka topics.

Worked on Configuring Zookeeper, Kafka and logstash cluster for data ingestion and Elasticsearch performance and optimization and worked on Kafka for live streaming of data.

Maintained the ServiceNow modules and software licensing functionality.

Worked with reporting and configuring service level agreements (SLAs).

Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, Access Lists in Service Now.

Performing IMR Architecture Assessment, designing white paper, Providing Enterprise Architecture design for Confidential.

Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management.

Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.

Worked on integrating ServiceNow with external SOAP and REST based web services

Used JMS integration to fulfil the requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfil the requirements.

Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.

Prepared operational manuals and trained end users, performed end to end data and process quality controls and provided on-going support to end users, and managed issue management and resolution (IMR) reports.

Worked with windows team, network team and Asset team to verify the data collected via DISCOVERY

Created various workflows for Incident, Problem, and Change Management Service Requests.

Created UI Pages, Macros for CMS using Angular JS, HTML and CSS.

Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

Integrated Apache Spark with Kafka to perform web analytics. Uploaded click stream data from Kafka to Hdfs, HBase and Hive by integrating with Spark.

Leading ServiceNow platform solutions including ITSM, GRC, SecOps, and Asset Management spaces.

Created Event transforming Rules, Event Mapping Rules, Alert rules and Event Assignment Rules.

Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.

Created inbound Scripted Web Services and script includes methods.

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

Client: AT&T, Chicago, IL Apr 2019 – Jul 2021

Sr. ServiceNow Developer

Responsibilities:

Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

Participate in the full software development life cycle: Analysis, Design, Coding, Testing automation

Developed Service Catalog items based on the requirement provided by the stakeholders.

Configured Automated Test Framework to automate testing scenarios of APM.

Work on performance analytics and modify performance analytics dashboard for a specific workgroup.

Implemented Discovery, CMDB, PPM, Demand Management, Finance Management, and Service Portal.

Configured Service Portal using the Service Portal Configuration page and cloned out of the box widgets and embedded them on the Service Portal to achieve certain functionalities.

Participating in meeting with SME’s and Project Managers to analyses the requirements and developing the workflow design of request items using Agile Methodologies.

Oversaw design, development, implementation and automated delivery of services into Service Catalog.

Ensures project scope and objectives are accomplished within the prescribed time frame and funding parameters.

Developed the IRM capability within the group through and emphasizing its cause.

Insight on functional and non-functional requirements related to technical delivery of the project.

Perform ServiceNow implementation tasks including but not limited to: configuration, integration, Custom programming.

Validate IRM plan execution, evidence, exceptions and Monitor data privacy compliance

Developed Service catalog which includes creating new catalog items, Modification in Catalog items, designing workflows and execution plans.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization

Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Call clients, setup WebEx meetings, investigate cases, analyze error logs, install Archer software, support Archer-SecOps-VRM-Security Analytics integration, re-create scenarios in vm.

Implemented ServiceNow ITSM products, including Discovery, Service Mapping, and Active directory.

Gained experience in ITBM Demand Management and ITBM Resource Management as Well as ITBM financial Charging.

Created SLAs and notifications based on the events for different stages of the process in Security incidents,

Exported reports from CMDB as per requirement and performing analysis.

Perform system and application configuration and management.

Implemented Project portfolio Management with custom approval on project and UI Actions.

Provide level 2 customer support of tickets assigned to the ServiceNow team.

Troubleshoot and resolve hardware and software problems.

Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation.

Implementation of Information Risk Management (IRM) processes using a GRC tool like GRID and Archer

Implementing, configuring, on boarding, and administrating GRC plugins.

Developed Custom reports for data comparison between different data sources for the attribute comparison for Confidential and Asset Management projects.

Customized custom reports for the software Asset Management license calculation and License entitlements which give the dollar value against the spent-on licenses.

Involved in Fine tuning of Discovery by company the service watch services

Designed the Service Mappings with Business applications.

Client: Vertiv, Atlanta, GA Oct 2016 – Mar 2019

ServiceNow Developer/Admin

Responsibilities:

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, Confidential in ServiceNow.

Configuration and customization of the Service Now system, including creating workflows to support Incident, customization of Incident SLA’s and Notifications.

Created workflows for Standard catalog items, Non-Standard catalog item and Change approval process.

Created various Business rules, Script includes Client Scripts, UI Policies, UI Actions and Data Policies.

Created both inbound Scripted Web Services and inbound Email Actions to create incidents from emails.

Built an application portal for employees which was targeted towards advanced users/web developers.

Using Angular developed built in filters for formatting expression values like dates, currencies etc or limiting the number of items displayed and more.

Created angular directives, services and factory that can be automatically injected into client script controllers

Developed Custom widget and gadgets.

Built several service portals to get the different dashboards created and displayed.

Configuring work flows for Change and release management.

Development of Service Catalog requests as well as other modules in the suite.

Create and update support documentation for the configuration changes made in the system.

Create requirements definitions, technical specifications documentation and custom application development.

Work with IT managers to generate views and reports as needed.

Maintain Confidential and tool integrations and external data sets.

Primarily responsible for understanding organizational needs and converting functional requirements to define technical scope in implementing Change, Incident management and other modules.

Developed HR service catalog for employees with pre-defined services, benefits, Claims, HR complaints, change of reporting manager and other employee relationship item.

Enabled Discovery to discover the home-built applications by writing up the custom probes and custom sensors.

Designed the platform to do the CI Class mappings by taking the guideline from Common data model.

Configured and developed Design patterns for Discovery of CI's. created parsing technics for service watch and identified business services

Collecting the requirements from all the stakeholders and converting them to the technical requirements for development.

Involve in project key meetings and resolve implementation related issues in the project.

Client: Worley, Reading, PA Jun 2014 – Sep 2016

ServiceNow Administrator

Responsibilities:

Generating new reports and modifying existing reports in ServiceNow (Dashboards, Drill through reports).

Experience with relational database and possess the ability to link data between tables to create efficient SQL queries and design

Review the outage plans and ensure post and pre-outage is successful.

Exposure to new plugins like incident alert management, orchestration and structured problem analysis

Created various front-end forms, and associated Client Scripts, java scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Creating the UI pages to use them in catalog items, implemented using UI scripts.

Creating Knowledge articles to document the steps in creating the catalog items.

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

Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.

Configured email with the SMTP and POP3 protocols in ServiceNow.

Communicated with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.

Created new groups and adding users to the groups in ServiceNow.

Created and moved update sets to different ServiceNow instances

Coordinated software testing and deployment activities with other development teams

Involved in solving complex problems (Business and Technical) and identifying options for solutions.

Conducted retrospective using STOP, START, and CONTINUE methodologies.

Act as Subject Matter Expert for ITSM/ITOM best practices and standards.

Communicate effectively with Stakeholders on upcoming technologies by conducting Demos, UAT sessions, and SME working Sessions

Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.

Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.

Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.

Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.

Worked in production support for all the Service-Now and report related issues, transform maps both automatic field mapping and scripting.

Integrated Fire eye tool with ServiceNow using Email integration i.e., inbound actions scripting.

Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.

Education: Bachelor’s degree in computer science from Osmania University in 2013.

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