Asset Management Risk

Mahaboob Kaleem Basha Shaik

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

Phone: +1-432-***-****

Looking for C2C Roles

Professional Summary:

Over 10+ years of professional IT experience with 7+ years specializing in ServiceNow development and administration, including expertise in ITSM, ITOM, ITAM, HRSD, and CMDB.

Strong hands-on experience in deploying and configuring ServiceNow AIOps, App Engine, and Generative AI solutions to automate workflows and provide predictive analytics.

Configured workflows to automate incident response based on BigPanda's intelligent alerting system.

Proven success in designing and implementing Software Asset Management (SAMPro) and Hardware Asset Management (HAMPro), achieving significant cost savings and compliance.

Extensive background in Governance, Risk, and Compliance (GRC) and Integrated Risk Management (IRM), ensuring continuous compliance with security and risk management standards.

Expert at designing custom applications and workflows using ServiceNow App Engine, delivering rapid, business-specific solutions with low-code/no-code approaches.

Adept in process automation, utilizing Business Rules, Client Scripts, and UI Policies to streamline workflows, reduce manual processes, and improve overall service delivery.

Skilled in integrating ServiceNow with third-party AIOps tools like BigPanda to enhance event correlation, monitoring, and incident prioritization.

Skilled in platform maintenance, including configuration management, mid-server deployment, and ServiceNow platform upgrades while ensuring platform integrity and performance.

Leveraged Generative AI capabilities and implemented Virtual Agent to automate complex workflows, provide predictive analytics, and offer AI-powered user support, driving innovation and efficiency.

Led multiple implementation projects, from requirements gathering to post-production support, ensuring successful delivery following SDLC and SCRUM methodologies.

Proficient in web development technologies (HTML, JavaScript, jQuery, JSON, CSS, AngularJS, AJAX, XML) and experienced in using tools like Tableau, Power BI, and various database management systems (MySQL, MongoDB, Oracle).

Technical skills:

Programming Languages: JavaScript, HTML, CSS, Python

Web Development: AngularJS, AJAX, jQuery, JSON, XML

ServiceNow: AIOps Deployment and Configuration, HR Service Delivery (HRSD), Service Portal, Development, Administration, ITSM, ITOM, ITBM, SecOps, GRC

Integrations: REST APIs, SOAP APIs, BigPanda, MID Server, LDAP, JIRA, Azure

Database Tools: MySQL, MongoDB, Oracle Database

Visualization: Tableau, Power BI

Operating Systems: Windows, Linux, Mac OS

Certifications:

Certified ServiceNow Administrator.

Certified Application Developer.

Certified ITIL foundation.

Education:

Masters: University of North Texas (Dec 2020)

Bachelors: Jawaharlal Nehru Technological University (May 2013)

Professional Experience:

Albertsons, TX Sep 2023 – Present

Role: ServiceNow Developer/Admin

Responsibilities:

Managed comprehensive ITSM processes aligned with ITIL frameworks, optimizing Incident, Problem, Change, and Request Management, improving service delivery by 25%.

Administered and configured ITOM solutions, such as ServiceNow Discovery and Event Management, enhancing infrastructure visibility and automating monitoring workflows.

Deployed and customized the HR Service Delivery (HRSD) module, automating HR workflows and improving the employee experience by increasing the efficiency of case resolution.

Led the implementation of ITAM, tracking the full lifecycle of assets and ensuring compliance, which resulted in significant cost savings for the organization.

Proficient in configuring Event Management pipelines in ServiceNow to support BigPanda's capabilities, ensuring seamless event processing and reducing alert noise.

Developed and maintained the Configuration Management Database (CMDB) to manage and track Configuration Items (CIs), improving asset visibility and accuracy.

Spearheaded the deployment of ServiceNow AIOps, leveraging advanced analytics and automating alert management to improve incident response times.

Designed and implemented custom applications using ServiceNow App Engine, meeting specific business needs and deploying solutions quickly using low-code development.

Executed complex software engineering solutions, focusing on scripting (JavaScript, Glide Scripting) for ServiceNow customization and developing secure, high-quality production code.

Implemented system architecture solutions by producing design artifacts and ensuring that code development met design constraints for mission-critical applications

Led ATF (Automated Test Framework) implementations, creating automated test cases to validate ServiceNow functionalities, reducing manual testing effort.

Provided L2-level support, troubleshooting complex issues and offering root cause analysis to reduce system downtime

Developed and implemented automated incident creation and resolution workflows triggered by BigPanda's event analysis.

Developed custom workflows by converting business requirements into ServiceNow processes, ensuring alignment with organizational goals.

Conducted API-based integrations using REST APIs to connect ServiceNow with third-party applications, ensuring smooth data flow and system interoperability.

Engaged in continuous improvement efforts by analyzing data and implementing proactive changes to improve coding hygiene and platform stability.

Integrated ServiceNow Security Incident Response (SIR) with existing security tools, automating threat detection and response processes, reducing incident resolution times.

Managed the full lifecycle of Vulnerability Response by identifying, tracking, and remediating vulnerabilities using automated workflows within ServiceNow.

Customized SecOps dashboards and reports to monitor security events, vulnerability trends, and response effectiveness, providing real-time insights to security teams.

Created and maintained technical documentation, including platform manuals, policies, and process documentation, to ensure consistency and clarity across teams.

Developed and integrated APIs using APIGEE for seamless data exchange across platforms, enhancing system interoperability and responsiveness.

Leveraged APIs (REST/SOAP) and MID Servers for secure and efficient integration between ServiceNow and BigPanda.

Utilized Ansible to automate configuration management and deployment processes, reducing manual tasks and enhancing consistency across development environments.

Implemented ServiceNow Virtual Agent to provide AI-powered automated support for users, reducing response times and increasing satisfaction.

Customized Virtual Agent dialogs to handle common user requests and issues, improving the overall user experience and reducing the workload on support teams.

Mentored junior developers and collaborated with cross-functional teams to deliver high-quality ServiceNow solutions on time

Oversaw integration evaluations and troubleshooting, ensuring uninterrupted data transmissions.

Walmart Marketplace, NJ May 2022- June 2023

Role: ServiceNow Developer/Admin

Responsibilities:

Played a key role in designing and implementing ITSM capabilities in ServiceNow, including developing custom workflows, business rules, and client scripts to support business processes.

Integrated multiple systems using REST and SOAP APIs, automating data flow and reducing manual work.

Successfully deployed Software Asset Management (SAMPro) and Hardware Asset Management (HAMPro) solutions, automating license management and asset utilization, reducing manual tracking.

Oversaw the configuration and deployment of Event Management and integrated it with external monitoring tools to automate alert management and streamline incident response.

Implemented and managed ATF for automated testing of ServiceNow updates, ensuring platform changes did not disrupt critical business operations

Developed custom ServiceNow portals, tailoring the interface to meet specific business needs and improving service delivery and user experience across departments.

Led software engineering projects for ServiceNow implementation, focusing on algorithms and best practices for coding to maintain high-quality service and ensure scalability.

Developed complex workflows using JavaScript and Glide Scripting, streamlining automation and reducing manual intervention.

Worked in an Agile development framework, participating in sprint planning, daily stand-ups, and retrospectives to ensure timely delivery of projects.

Led Discovery projects to identify and map Configuration Items (CIs) across the IT landscape, significantly improving asset visibility and management.

Leveraged Amelia and other orchestration tools to streamline workflows, optimize task automation, and improve end-to-end process efficiency.

Implemented customizations including Client Scripts, UI Policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports/exports.

Enhanced the vulnerability management process by automating the identification and prioritization of security threats based on real-time data from Qualys and Tenable integrations.

Worked closely with security teams to implement automated security incident workflows, improving response times and reducing the risk of data breaches.

Designed custom SecOps reports to track key performance indicators (KPIs) such as average time to resolve vulnerabilities, threat exposure windows, and incident response times.

Demonstrated hands-on expertise in HTML, JavaScript, CSS, and AngularJS development.

Enhanced system functionality through API integrations using REST APIs, improving efficiency by connecting ServiceNow to external applications.

Promoted continuous improvement by identifying and addressing hidden system problems, improving both engineering efficiency and platform stability.

Participated in knowledge-sharing initiatives to explore emerging technologies and advanced engineering solutions for long-term platform success.

Installed MID Servers and scheduled discovery to identify available devices within the network.

Sonic Drive-in, TX Feb 2021 – Apr 2022

Role: ServiceNow Developer/Admin

Responsibilities:

Expertly managed ITIL-aligned ITSM processes, ensuring compliance with Incident, Problem, and Change Management frameworks.

Developed and maintained comprehensive Service Catalogs, enabling users to easily request and access services, leading to a streamlined service delivery process.

Created and enforced UI Policies to ensure data integrity and enhance form usability, reducing input errors by 30%.

Used Predictive Intelligence to complement BigPanda's machine learning insights for proactive issue prevention.

Authored and maintained Business Rules to automate workflows and enforce business logic, contributing to a 20% reduction in manual processing errors.

Enhanced and developed Service Portals tailored to specific requirements, including creating user-friendly portals for HR management.

Managed end-to-end ServiceNow implementation and architecture design, developing and maintaining the Service Portal for enhanced user experience.

Utilized analytical skills to diagnose platform issues, providing root cause analysis and long-term fixes for technical problems.

Leveraged algorithms to automate complex workflows, ensuring efficient service delivery and process optimization.

Enhanced coding practices by implementing scripting improvements using JavaScript and enforcing coding standards for the development team.

Actively participated in cross-team collaboration to explore emerging technologies and adopt them into platform architecture for improved service delivery.

Authored Business Rules, Client Scripts, UI Policies, and UI Actions to tailor the ServiceNow instance to meet business needs.

Created operational requirements documentation and trained operational staff to maintain the implemented solutions.

Gathered requirements from stakeholders to leverage ServiceNow for an end-user self-enablement portal using CMS.

NCR, India Jan 2017 – June 2019

Role: Jr ServiceNow Developer

Responsibilities:

Developed and customized ServiceNow catalog items to meet specific business requirements, enhancing user experience and streamlining request processes.

Implemented UI Policies to dynamically control form fields, improving usability and ensuring compliance with business rules.

Created UI Actions to add custom buttons and automate user tasks, increasing efficiency and reducing manual work.

Generated and maintained reports and dashboards using reporting tools, providing insights into key performance indicators for informed decision-making.

Assisted in integrating with external systems via REST and SOAP APIs, ensuring seamless data exchange and system interoperability.

Supported incident and problem management by automating workflows and notifications, contributing to faster resolution times.

Documented all developed solutions, including catalog items, UI policies, and integrations, ensuring clear guidelines for future maintenance.

Conducted training sessions for end-users and junior team members on best practices and platform usage, enhancing overall team performance.

Conducted code reviews and debugging sessions to ensure code quality and adherence to best practices contributing to a more robust and reliable application.

DELL, India Jun 2013 – Aug 2016

Role: Software Developer

Responsibilities:

Developed and maintained robust web applications using Java, HTML, and JavaScript, ensuring high performance and responsiveness across multiple devices and platforms.

Collaborated with cross-functional teams to gather and analyze requirements, contributing to the design and implementation of scalable and efficient software solutions.

Utilized Java frameworks such as Spring and Hibernate to streamline development processes and enhance application functionality.

Implemented RESTful APIs for seamless integration with front-end applications, facilitating smooth data exchange and improved user experiences.

Worked with front-end frameworks like Angular and React to create dynamic and user-friendly interfaces, enhancing overall user engagement and satisfaction.

Conducted thorough testing and debugging, identifying and resolving issues to ensure code quality and reliability in production environments.

Managed the deployment of applications to various environments, including staging and production, using CI/CD pipelines and tools like Jenkins and Docker.

Provided ongoing support and maintenance for deployed applications, addressing bugs and implementing updates to meet evolving business needs.

Collaborated with stakeholders to deliver projects on time and within scope, consistently meeting or exceeding client expectations.

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