Farhan Dayani

adxyay@r.postjobfree.com 682-***-**** US CITIZEN

Professional Summary:

A Qualified IT Professional with 8+ years of experience as a ServiceNow Development and Administration.

ServiceNow Analyst with experience on implementing ITSM and ITOM with end-to-end Service Catalog, Incident Management, Asset Management, Change Management, Scoped Applications, Knowledge Management and Release Management, Service Portal, Discovery, CMDB, Service Mapping, Service Watch, and GRC.

In-depth knowledge of the technical implementation of Problem Management, Configuration Management, Reporting, Integrations, and platform upgrades such as Eureka to Fuji/Helsinki, Geneva, Jakarta, New York, Orlando, Paris, and Quebec.

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

Experience in Installation and Configuration of different modules of Service-Now.

Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow.

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

Responsible for the execution and delivery of the ServiceNow application across the enterprise including ITSM, ITOM, Platform, ITBM, Security, and Compliance modules.

Hands-on Development experience in configuring ServiceNow ITSM and ITBM modules.

Experience in implementing Remedy (ARS) applications in the role of support, developer & consultant.

Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.

Worked on ITOM like Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns.

Extensive knowledge and experience in Event Management.

Worked on the things relating to ServiceNow Discovery, Automation, CMDB population, Security & roles.

Experience in integrating Nagios, SolarWinds through SNOW Event Management for incidents raising.

Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.

Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.

Experienced on self-service portals to create widgets by using AngularJS.

Worked as Service Portal Developer and was responsible for the successful design and delivery of modern responsive service management portals on the ServiceNow platform.

Extensively worked in creating customized service portal, UI Pages, Application Work Flows as per the client need.

Worked on portal development that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.

Experience in configuration management database, System Centre Configuration Manager.

Create, monitor, modify, and publish service catalog workflows with approvals with Single Sign-On integration.

Expertise working on SaaS (Software as a Service) based tool (ServiceNow), with focus on implementing ITIL processes.

Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom built applications for various clients in different industry segment.

Experience in Project Portfolio Management and doing the analysis of the portfolios.

Worked in a team of Archer Analysts responsible for the GRC program.

Understand corporate strategic plans and fundamental business activities of the NFL and its member Clubs. Maintain current knowledge of applicable cyber threats, regulatory and compliance issues related to information security. Based on this knowledge, develop, maintain, and oversee an enterprise-wide GRC strategy and framework aligned with the NFLs business strategy.

Experience of working with AZURE monitoring, Data Factory, Traffic Manager, service bus and key vault.

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

Experienced in every phrase of the Software Development Life Cycle (SDLC), definition, planning, requirements gathering, business analysis, technical analysis, technical design, development, testing, and support.

Experience in designing, development, and implementation of ServiceNow Platform ITSM application.

Interpret, design, and deploy ServiceNow to many different customers with an emphasis on Security Operations and Vulnerability Response plugins.

Strong analytical and problem solving skills to identify, analyze, and mitigate GRC related risks in existing processes, policies, and procedures

Hands on experience designing, and configuring GRC software like the RSA Archer, MetricStream, etc.

Experience developing Governance Structure

Experience normalizing requirements to create risk libraries and mappings to a single source

GRC experience in at least one of the following areas: privacy, risk assessments, third party management, and vulnerability management.

Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.

Involved in the design, development, and maintenance of integrations with other applications such as Active Directory, Workday Altiris, Casper, Jira, etc.

Made an overall architecture and design of a large highly customized deployment that supports primarily non-IT users.

Designed CI Orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.

Designing complete backup and restore strategy.

Formatting and Configuration of Database and Recovery log volumes.

Full understanding of SDLC, RUP, Agile, SCRUM Methodologies and process.

Managing Service Accounts and their credentials to access various VM's on different Data Centers.

Technical Skills:

ITSM Tools

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

Languages

C, C++, C#, J2EE, AngularJS, SAAS, HTML, AJAX, CSS, XML, JavaScript, JQuery, jelly, Perl scripting, SQL, PL/SQL, SOAP.

Application Servers

IIS 5.0, Apache, Tomcat, Web Logic.

Databases

Oracle 10g, SQL Server 2005, MY SQL.

Software Methodologies

SDLC, Agile, Scrum

Testing Tools

HP Quality Centre 10.0 and 11

Operating Systems

Windows XP, 7, 8.1, 10, Linux, Mac-OS

Professional Experience:

Client: Levi Strauss & Co., TX, Remote Oct21 Till Date

Role: Sr. ServiceNow Developer/Administrator

Responsibilities:

Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.

Attended discussions with the client to discuss and understand various components of the requirement and to implement the same.

Status report was provided to the manager/Scrum master regarding the progress of the task assigned at both the beginning/end of the working day. JIRA tickets were created and tasks were completed in the assigned time.

Used UI such as JavaScript for enhancing the user interaction with the application and for client side validation. Coding, Testing and implementing new functionalities for new requests in the Application.

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

Worked on Service Catalog, Configuration Management, Reporting, MID Server, Inbound/Outbound emails, and Discovery.

Participated in Service Now Quick start Implementation process and worked with Service Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.

Enhanced user interfaces to enable input of additional personal information for the purpose of plan generation using CSS, and JavaScript.

Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.

Created both Inbound and Outbound Integrations between Service Now and different Applications both internally and externally.

Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.

Used SVN version controls to check-in/out files, etc. also responsible for branching, merging the branch to main using Tortoise SVN tool.

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

Involved in using Discovery to load configuration information to CMDB and worked on Discovery and set up mid servers and check for the connectivity.

Used data modeling for creating a data model by applying formal data modeling techniques.

Experience in application servers like Tomcat locally.

Involved in creating and extracting data from database using SQL Queries, PL/SQL Stored procedures, triggers, and packages on Oracle database.

Extensively used log4j to log regular debug and exception statements.

Client: Teradata, Plano, TX, Remote Feb20 Sep21

Role: ServiceNow Developer

Responsibilities:

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

Created Applications, Modules, tables, Columns as per the requirement specification in Service-Now.

Created Workflows, Sub flows and Tables on Jakarta Managed inbound and outbound notifications.

Involve in migration between various environments in Service-Now using update sets and import sets between Helsinki, Istanbul and Jakarta.

Involved in creating users, groups, roles and load the data to Service-Now using import sets on daily, weekly or requirement basis.

Installed plugins for Customer Service Management CSM, csm for orders and users.

Created bidirectional, hierarchical relationships in CSM.

Developed the administrative UI using AngularJS, JSON.

Involved in redesigning the workflows using Service-Now workflow editor also involved in reconciliation of complicated workflows to simpler form.

Development of Service Catalog, which includes creating new Catalog items, designing workflows and execution plans.

Worked with reporting in configuring Service Level Agreements (SLA).

Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.

Utilized Orchestration to extend workflows to interact with systems and applications outside the Service-Now instance.

Developed Transform maps to map values between Import Set and Service-Now tables in Jakarta.

Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in Service-Now.

Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Worked on DISCOVERY, set up mid servers, and check for the connectivity.

Experience on CMDB, Discovery and integration with other external modules.

Involved in loading of data into CMDB using discovery and file imports.

Involved in upgrading version of Service-Now from Istanbul to Jakarta with focus on Service Catalog and have knowledge with patches for same version.

Client: State of IL, Chicago, IL Feb18 Jan20

Role: ServiceNow Developer/Analyst

Responsibilities:

Worked on ServiceNow Modules Configuring Incident, Problem, Change, and Configuration Management.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.

Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.

Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects.

Worked on the internal portal for accessing all the business services by using ServiceNow Content Management Application.

Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.

Strong analytical and problem solving skills to identify, analyze, and mitigate GRC related risks in existing processes, policies, and procedures

Hands on experience designing, and configuring GRC software like the RSA Archer, MetricStream, etc.

Experience developing Governance Structure

Experience normalizing requirements to create risk libraries and mappings to a single source

GRC experience in at least one of the following areas: privacy, risk assessments, third party management, and vulnerability management.

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

Responsible for the implementation of ServiceNow ITSM and ITOM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.

Created and reviewed process Behavior Analysis for Change Management.

Created functional and technical specifications documents for various Service Now modules

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Documented the Quality of the change records and reviewed them to improve the process.

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

Customization of Email Notification to notify about the contract end dates and budget reconciliation

Configure and customize service now Service Catalog Items to manage various Infrastructure Services in the organization.

Responsible for administration of ServiceNow instance including delegation of groups, modification of CMS, modification of workflows, modification or business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revision.

Created custom and scoped applications to Customer based on the business needs.

Configured application related fields, forms, lists, views, email notifications, user roles and access controls

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

Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents, and a search bar for searching of Incidents.

Monitored and performed ServiceNow admin activities which involve user and group administration.

Created Buttons and context menus both on form and lists using UI actions and wrote client scripts and UI policies to validate the form values.

Customization of the user interface of Incident, Problem and Change Management Applications of Service Now using UI Policies, Business Rules and Client Scripts.

Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Developed policy on maintaining changes to the ITSM Universe.

Wrote multiple Business rules and UI Action scripts to meet Business needs

Understanding of Discovery results and logs, which also includes troubleshooting of them. Involved in normalization of Business Service names.

Configuring Event based notification and Table based notifications and formatting HTML messages.

Worked on ITOM for End to End implementation of CMDB module using Discovery tool in ServiceNow and managed data with tables, CMDB and import sets.

Involved in writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and Angular JS.

Worked on Orchestration to automate the top and frequently used service requests.

Deploying MID Servers for Discovery application, Defining, and executing the Discovery schedules frequently and validating the results.

Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.

Client: Siemens, Columbus, OH Jun16 Jan18

Role: ServiceNow Developer/Admin

Responsibilities:

Involved in integration and changes about the Service-Now tool.

As a Service-Now developer, generated Buttons and context menus using UI actions on forms and lists.

Creating scheduled tasks, monitoring the ticket queues and generating statistics.

Interacted with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.

Involved in migration between various environments in Service-Now using Update Sets and Import Sets.

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

Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.

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

Involved in creation of reports, dashboards in Service-Now

Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.

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

Hands on experience in ITSM platform (Service-Now, Remedy, Remedy Force).

Expertise in Design and developing custom applications in Service-Now and utilize its potential in PaaS (Platform-as-a-service) and SaaS (Software-as-a-service).

Designed email templates by using html, jelly scripting, and used them in notifications.

Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.

Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX.

Client: AIG, NYC, NY Sep14 May16

Role: ServiceNow Developer

Responsibilities:

Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.

Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

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

Migrate the update sets to Production and handle Release Management activities.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Configured chat functionality for Service Desk ticketing queue.

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

Imported Active Directory to Service now using data sources.

Build reports, gauges, and home pages.

Create and use update sets to move customizations between systems.

Create, monitor, modify, and publish service catalog workflows with approvals.

Maintain Single Sign-On integration.

Loads, manipulates, and maintains data between Service-Now and other systems.

Expert in JavaScript and prototype scripting used in Service-Now

Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.

Build reports, gauges, and home pages.

Create and use update sets to move customizations between systems.

Worked on demand management.

Created various portfolios and monitored the analysis of these portfolios.

Worked on various portfolio dashboards.

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