Virtual Agent Project Management
Resume:
MUHAMMAD ALI (US Citizen)
469-***-**** ********.*****@*****.***
Brooklyn, NY
Muhammad Ali LinkedIN
PROFESSIONAL CAREER SUMMARY
Experienced ServiceNow specialist with 9+ years in ITSM, HRSD, CSM, ITOM, ITAM, SPM/APM, CMDB, Service Catalog, Discovery, Mid Server, Service Portal, Virtual Agent Chatbot, Scripting. skilled in configuring, implementing, customizing, and integrating ServiceNow solutions. Proficient in REST, SOAP, LDAP, and SSO integrations, automating business processes and enhancing system connectivity. Strong understanding of SDLC with plenty of experience in Agile and Waterfall, proficient in requirements gathering, stakeholder training, and delivering solutions aligned with business objectives. PROFESSIONAL SKILLS
Area Skills
Programming Languages JavaScript, HTML, CSS, jQuery, Ajax, XML, PHP, JSON, Angular JS, Jelly Script, jQuery, Java
Platforms ServiceNow, SDLC, ITIL, DEVOPS, Agile
Databases Microsoft SQL Server, MySQL, Oracle
Modules ITSM, HRSD, CSM, ITOM, ITAM, SPM/APM, CMDB, Service Catalog, Discovery, Mid Server, Service Portal, Virtual Agent Chatbot, Scripting Other Tools
Jira, Workday, Microsoft AD, Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office.
Methodologies Agile (Scrum XP), Waterfall, Scrum, Kanban Soft skills:
Problem-solving, Knowledge sharing, Critical Thinking, Team Management, Stakeholder Communication, Interpersonal skills, analytical skills, Project Management, Forward-thinking, Verbal and written communication, Time management, work independently, Collaboration.
PROFESSIONAL EXPERIENCE
Sr ServiceNow Developer / Lead
Wipro, Remote February 2024 – Present
Wipro Limited is multinational corporation specializing in information technology, consulting, and business process services. It offers a range of services including cloud computing, cybersecurity, digital transformation, and artificial intelligence to clients worldwide.
Roles And Responsibilities
• Developed solutions in the ServiceNow platform following ITIL best practices.
• Set up the process for Incident Management, Problem Management, Knowledge Management, Release Management, Change Management, Demand Management, and Project Management.
• Worked on daily support activities such as handling incidents, catalog tasks, creating Problems/Defects, etc.
• Responsible for creating various workflows and flows for Service Requests.
• Involved in migration between various ServiceNow instances using Update Sets.
• Utilized Flow Designer to automate complex workflows, improving operational efficiency, productivity, and reducing manual intervention.
• Created Automated Test Frameworks for various forms and catalog items.
• Involved in implementing, configuring, and customizing the HRSD module.
• Worked on implementing Employee Life Cycle Events (Onboarding, Offboarding), Employee Document Management (EDM), HR Case Management, HR templates, Employee Service Center (ESC), and Virtual Agent chatbot for ESC.
• Implemented a Virtual Chatbot in the Service Portal and customized out-of-the-box (OOB) process flows to suit business needs.
• Extensively worked on Customer Service Management as per business requirements.
• Worked on ITOM modules, including Discovery, Mid Server, Event Management, Service Mapping, and IRE
(Identification and Reconciliation Engine).
• Worked on CMDB implementation from third-party applications using Import Sets.
• Loaded Assets and Configuration Items and created relationships between Configuration Items (CIs) and Assets.
• Managed data with Tables, CMDB, Import Sets, and Update Sets, and conducted User Acceptance Testing (UAT).
• Worked on integrating ServiceNow with Jira and PeopleSoft and other 3rd party systems.
• Worked with business analysts to create and modify Service User Stories.
• Involved in customization of forms for various ServiceNow applications.
• Developed a Service Portal cloned from OOB, customized pages, widgets, and added custom widgets into the portal.
• Worked on loading data into ServiceNow using Import Sets.
• Involved in upgrading versions and patches in instances, monitoring skipped updates, and coordinating with the HI team to implement ServiceNow patches and upgrades for all instances.
• Extensive experience managing cross-functional teams, harnessing each member's strengths for cohesive project delivery and stakeholder satisfaction.
• Managed admin activities in production and non-production instances based on requests.
• Coordinated with the HI team to implement patches and upgrade versions for all instances.
• Optimized and configured ServiceNow Performance Analytics dashboards to deliver real-time insights, supporting data-driven decision-making and enhancing visibility into key metrics across ITSM and HRSD processes Sr. ServiceNow Developer/Administrator
Biogen, Cambridge, Remote December 2019 – Jan 2024 Biogen Inc is a leading American multinational biotechnology company. The company specializes in discovering, developing, and delivering therapies for neurological and neurodegenerative diseases, operating globally across regions including North America, Europe, and Asia.
Roles And Responsibilities
• Created comprehensive Service Catalogs, aligning service offerings with business objectives and facilitating intuitive service request management.
• Developed various catalog items, record producers, and Order guides for onboarding using variables, variable sets, catalog client scripts, and catalog UI policies.
• Utilized Flow Designer to orchestrate automated processes that minimize manual intervention, boosting productivity and reducing operational costs.
• Designed and refined Service Portals, creating user-centric interfaces that elevate the service experience and increase user satisfaction.
• Developed custom ServiceNow UI pages using HTML, CSS, and JavaScript to enhance user experience and functionality.
• Integrated AngularJS frameworks into ServiceNow applications for dynamic and responsive client-side interactions.
• Implemented CSS3 styling techniques to create modern and intuitive user interfaces within ServiceNow.
• Developed AJAX-based UI actions in ServiceNow to enhance user experience and improve system responsiveness.
• Implemented IT Asset Management (ITAM) solutions, ensuring accurate tracking and lifecycle management of hardware and software assets.
• Extensive experience with ITOM modules, including Discovery, Mid Server, Event Management, Service Mapping, and IRE (Identification and Reconciliation Engine).
• Automated CI identification and reconciliation processes within the CMDB using Discovery.
• Developed custom Discovery patterns for complex network environments, ensuring comprehensive asset visibility.
• Configured ServiceNow Event Management with Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Conducted regular audits of CMDB data to maintain data integrity and compliance with organizational standards.
• Aligned CMDB structures with CSDM to standardize service delivery processes across the organization.
• Conducted regular audits of CMDB data to maintain data integrity and compliance with organizational standards.
• Aligned CMDB structures with CSDM to standardize service delivery processes across the organization.
• Implemented Strategic Portfolio Management (SPM) solutions that align organizational goals with project portfolios, enhancing decision-making.
• End-to-end setup of ServiceNow HRSD system, optimizing workflows and integrating tools for enhanced HR service delivery.
• Expertise in onboarding/offboarding solutions within ServiceNow HRSD, optimizing templates and access controls for tailored user experiences.
• Configured bi-directional sync between ServiceNow and Workday for HR processes, ensuring data consistency and operational efficiency.
• Integrated ServiceNow with various external systems using Integration Hub, ensuring seamless data flow and process automation.
• Implemented Single Sign-On (SSO) solutions to streamline user authentication across platforms.
• Skilled in developing and integrating REST and SOAP web services for seamless data exchange between systems.
• Implemented LDAP Integration to load user and group data to ServiceNow using Import Sets and Transform Maps.
• Collaborated with stakeholders to gather requirements and ensure solutions align with business needs. Sr. ServiceNow Developer
Utility, Austin, Remote November 2016 - December 2019 Utility is an agency that launches digital products that scale. We partner with our clients to design and develop custom solutions. From global brands and media properties to innovative startups and funded ventures, we work with clients to bring their big ideas to life and automate their businesses. Roles And Responsibilities:
• Resolved various incidents by conducting thorough root cause investigations as an integral part of our comprehensive support activities.
• Efficiently managed day-to-day administration of the ServiceNow tool, ensuring the maintenance of business services and configuration item relationships.
• Developed and skillfully managed application code, user interface elements, and seamless integration with third-party components.
• Created comprehensive and concise development documentation, including technical designs and developer notes, to ensure smooth collaboration and knowledge sharing.
• Effectively handled core configuration tasks, such as system policies, business rules, and client scripts, to optimize system performance.
• Administered user accounts, groups, and roles within the system, ensuring proper access controls and permissions.
• Efficiently managed data through the effective utilization of tables, CMDB, import sets, and update sets.
• Designed and implemented workflow activities and approvals, seamlessly integrating new workflows to streamline record generation and enhance efficiency.
• Established and maintained effective and proactive communication channels with customers, technology specialists, and vendors, ensuring a high level of service and smooth operations.
• Configured and customized ServiceNow applications, including Service Catalog, Incident, and Change modules, while also developing plugins and customizations to meet unique requirements.
• Provided effective administration and support for the SCOM platform, ensuring optimal performance and system stability.
• Leveraged Glide Ajax and Glide Records for scripting and UI actions, enabling seamless user interactions and efficient data handling.
• Successfully resolved bugs and implemented enhancements for Incident, Problem, Change Management, and Service Catalog functionalities, improving overall system performance.
• Developed high-quality integrations between internal HPSM and external ServiceNow instances, facilitating smooth information exchange and process automation.
• Collaborated on designing and implementing secure Authentication and Entitlement services using REST and SOAP protocols, ensuring robust security measures.
• Demonstrated expertise in J2EE concepts, such as Servlets, JSP, EJB, HTML, and JavaScript, leveraging key services like JDBC, JNDI, and RMI for efficient application development.
• Played a key role in incident management and problem resolution by implementing advanced troubleshooting techniques and regular system audits to proactively identify and address potential issues.
• Conducted in-depth performance analysis and tuning of workflows, business rules, and UI policies, ensuring consistent high performance and responsiveness across the ServiceNow platform.
• Delivered tailored training sessions and mentoring for new team members on ServiceNow best practices, coding standards, and effective configuration techniques, fostering a collaborative and knowledgeable team environment.
• Part of process automation initiatives by developing and deploying custom scripts and Flow Designer actions, reducing manual effort and increasing operational efficiency across IT and business teams. ServiceNow Developer
Cubix, New York August 2015 - November 2016
Cubix is a full-lifecycle software development company expert in development, customization, and integration of complex enterprise software, business intelligence analytics and any digital products and experiences that have a lasting impact. Roles And Responsibilities
• I excel in Glide APIs like GlideForm for form customization, GlideAjax for seamless data requests, GlideSystem for automation, and GlideUser for personalized interactions and access controls, ensuring security and compliance.
• Developed automation workflows utilizing ServiceNow Orchestration.
• Led successful third-party integrations with Jira, leveraging REST APIs for issue tracking and project management synchronization.
• Employed development methodologies like Waterfall, Agile, XP, and Scrum to ensure efficient project execution.
• Automated Active Directory user and group management using ServiceNow Orchestration.
• Customized complex workflows for change management and orchestration.
• Conducted orchestration tasks on remote computers using specific probes.
• Installed MID Servers on remote desktops and performed necessary tests for Discovery.
• Created necessary development documentation such as technical design and developer notes.
• Conducted integrations using JDBC, REST/SOAP-based, and MID Server-based methods with third-party tools.
• Implemented process automation using ServiceNow Orchestration, including writing workflows such as Content Management and Web Services.
• Managed MID Servers, scheduled jobs, import sets, and transform maps to maintain integration with associated databases and CMDB.
• Set up MID Servers for Discovery and LDAP interface to Active Directory for authentication and group-based access.
• Automated HR training compliance processes through custom applications and workflows with orchestration activities.
• Experienced in setting up MID Servers and working with Scripted Web Services, Script Includes, JavaScript, and Jelly Scripting.
• Installed and configured MID Servers to gather data on local networks and devices for availability in ServiceNow.
• Expertise in open-source frameworks such as Spring, Hibernate, and Struts. Experienced in Agile and Scrum Methodology. Used JavaScript for Client-Side validations. EDUCATION & CERTIFICATIONS
Bachelors in Computer Science from Superior University in 2006.
Masters in Computer Science from Superior University in 2009.
Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified in ITIL V4
Contact this candidate