Change Management Asset

Naveed A

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

Phone: +1-972-***-**** ONLY C2C

Professional Summary:

Over 9+ years of comprehensive IT experience with a strong focus on workflow and service management platforms, including 7+ years of specialized expertise in ServiceNow development and administration. Proficient in building and optimizing ITSM, ITOM, and ITBM modules for enhanced business operations.

Adept at workflow automation, incident, problem, and change management, and developing custom integrations and services using JavaScript and various web technologies.

Good knowledge of Web application development technologies such as HTML, JavaScript, jQuery, JSON, CSS, AngularJS, AJAX, XML.

Possess strong communication skills, evidenced by successful project coordination between cross-functional teams and effective requirement gathering and stakeholder engagement.

Extensive experience in integrating multiple downstream applications with ServiceNow, leveraging API-based communication, scripted REST APIs, and event-driven automation for seamless data exchange.

Proven ability to optimize large-scale workflow automation by handling bulk data processing, asynchronous API execution, and real-time updates across 20+ downstream applications, ensuring high system performance and scalability.

In-depth knowledge of the technical implementation of ITSM (Change management, Incident management, Problem management) Service Catalog, Knowledge Management, CMDB, and Asset Management Reporting.

Proficient in leveraging the IT Operations Management (ITOM) module, including Discovery, Cloud Discovery, Integrations, and Service Portal functionalities, to configure and optimize ITOM solutions.

Configured ITOM solutions to automate discovery processes by leveraging probes, sensors, and predefined patterns, enabling efficient setup of IP ranges and asset tagging for streamlined management.

Proven ability to leverage ITBM (IT Business Management) solutions to drive strategic decision-making, optimize resource allocation, and align IT initiatives with organizational goals.

Highly skilled in managing Hardware Asset Management (HAM) and Software Asset Management (SAM) processes, ensuring efficient tracking, optimization, and compliance. Achieving cost savings and risk mitigation through meticulous oversight of both hardware and software assets.

Configured Policy and compliance management within the GRC module to optimize risk assessment processes and ensure alignment with regulatory requirements.

Innovatively designed GRC indicators and templates, implemented entity scoping methodologies, and leveraged domain separation techniques.

Implemented an integrated security operations (SecOps) solution within ServiceNow, leveraging advanced automation, orchestration, and threat intelligence capabilities to fortify organizational defenses and proactively mitigate cybersecurity risks, thereby fostering a resilient and secure operational environment.

Deployed MID Server for enhanced connectivity between ServiceNow and on-premises systems, (Oracle Database, Microsoft Active Directory) enabling efficient data integration.

Implemented LDAP integration to streamline user authentication processes, ensuring secure access management.

Addressed a critical business requirement by deploying Catalog UI policies and UI actions.

Worked on Glide Ajax and Glide Records for scripting and UI actions.

Developed catalog client scripts and script includes to enhance the functionality and customization of catalog items, ensuring seamless user interactions and streamlined processes.

Leveraged the capabilities of App Engine Studio to expedite application development and accelerate digital transformation initiatives.

Developed custom widgets and pages to meet the business requirement of enhancing user experience and functionality. Utilized JavaScript, HTML, client controller scripts, and server scripts to tailor the widgets and pages.

Created an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.

Profound knowledge of the creation of flow using Flow Designer for Service Catalog items.

Orchestrated seamless integration with various REST APIs within ServiceNow, enabling efficient data exchange between LDAP and JIRA.

Implemented Scripted REST APIs and SOAP integrations with Government and Public Sector Systems to facilitate data exchange and interoperability between ServiceNow and external systems.

Integrated JSON data seamlessly leveraging the GET method of the REST API within ServiceNow, sourced from Azure."

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Technical skills:

Programming languages: C, C++, CSS, HTML5, SQL, jQuery, Java, Ajax, JavaScript, Angular JS.

Operating Systems: Windows, Mac OS, Linux

Databases: Oracle, Microsoft SQL Server, DB2, Apache Tomcat

"REST APIs," "SOAP," "Webservices," and "Automation and Orchestration"

Education:

University: University of North Texas

Degree: Master’s

Subject: Computer Science

Certifications:

Certified ServiceNow Administrator.

Certified Application Developer.

Certified ITIL foundation.

Professional Experience:

Albertsons, Plano, Apr 2024-Present

Role: ServiceNow Developer/Admin

Responsibilities:

Led the migration of data from Snowflake EDM to GCP, ensuring a seamless transition that improved data accessibility and operational efficiency.

Ensured full decommissioning of Snowflake EDM from ServiceNow workflows, eliminating legacy dependencies and improving data processing efficiency.

Played a key role in the CCPA (California Consumer Protection Act) Privacy Project, automating workflows for RTK (Right to Know), RTD (Right to Delete), and RTO (Right to Opt-out) processes.

Designed and developed fully automated workflows that process customer privacy requests received from OneTrust, integrating with 20+ downstream applications for real-time data updates.

Owned the decommissioning of Denodo for customer validation through API, ensuring a seamless transition to GCP. After decommissioning, updated staging table fields, dropdown selections, and related configurations, enhancing ITSM skills by improving data consistency and workflow accuracy.

Developed API-based integrations with multiple downstream applications using Scripted REST APIs, enhancing system interoperability.

Built callback endpoints for every application to enable bi-directional updates between ServiceNow and external systems, streamlining status updates.

Converted synchronous API calls to asynchronous processing using ServiceNow events, significantly improving API response time and system performance.

Increased API efficiency, reducing request timeouts and enabling bulk updates of 500+ requests in under three minutes.

Implemented event-driven architecture, assigning callback endpoint events to specific queues to avoid processing delays.

Contributed to the migration of PCF (Pivotal Cloud Foundry) to AKS (Azure Kubernetes Service) by updating and integrating the received API, ensuring a seamless transition and improved deployment flexibility.

Managed the ServiceNow change deployment process, creating and handling incidents for change management to ensure smooth releases.

Resolved a workflow issue that was incorrectly updating OneTrust status twice, ensuring accurate status updates and reducing redundant API calls.

Optimized ServiceNow workflow performance, reducing unnecessary processing delays and ensuring seamless execution of automated tasks.

Enhanced ITSM skills by restructuring existing workflows, improving process automation, and optimizing incident/change management procedures.

Implemented a Business Rule and script logic to automate task closure and checkbox updates based on API responses. When an API call generates a task, it waits for the callback API from the application team. If successful, the Business Rule checks the checkbox and closes the task, while a script ensures manual task closure also updates the checkbox, maintaining workflow accuracy.

Collaborated with cross-functional teams including security, compliance, and cloud infrastructure teams to ensure regulatory and security compliance.

Proactively identified performance bottlenecks and implemented solutions that improved workflow execution times and reduced system load.

Provided knowledge transfer sessions to internal teams, ensuring smooth adoption of the newly implemented processes and technologies.

Worked with multiple downstream applications to ensure seamless integrations, API communication, and automated updates, optimizing data flow between ServiceNow and external systems.

Collaborated with cross-functional teams including developers, business analysts, and infrastructure teams to successfully integrate various downstream applications, demonstrating strong teamwork, coordination, and effective communication skills.

Foot Locker, PA, Aug 2022-Mar 2024

Role: ServiceNow Developer/Admin

Responsibilities:

Extensively worked on Implementation, Customization and Maintenance of ITSM modules such as Incident, Change, Problem, Knowledge, Service Catalog.

Actively participated in daily scrum calls with clients, providing comprehensive status updates and coordinating with offshore team members for seamless project execution.

Demonstrated capability to work independently and collaboratively with global teams, including effective coordination with offshore members to gather requirements and deliver project updates.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Developed custom probes and sensors to populate CMDB.

Successfully applied Agile and Waterfall methodologies in project development to ensure timely and efficient delivery of modules.

Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.

Implemented CSM to centralize customer data and improve personalized interactions.

Integrating CSM with existing systems for a seamless flow of information and efficient issue resolution.

Customizing CSM workflows to align with specific business processes and ensure optimal service delivery.

worked on Integrating with external applications and automated processes using ServiceNow Orchestration.

Following SDLC process to develop and deploy the code in development to production environments.

Utilized ITBM solutions adeptly to orchestrate strategic decisions, optimize resource allocation, and align IT initiatives.

Designed and implemented custom classes for enabling dynamic Inbound REST calls which was not provided by ServiceNow.

Involved in creating and configuring the SLAs as per the requirement.

Designed User Interface for Catalog Design and worked on Catalog Designer.

Utilized advanced features in Flow Designer to integrate third-party services and APIs, expanding the functionality and connectivity of business processes.

Imported data from various data sources (FILE, JDBC) using import sets and transform maps.

Communicated with external web services using SOAP Messages and REST.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

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

Involved in migration between various Service-Now instances using Update Sets

Involved in loading assets into ServiceNow from third party system using Web Services and Import Sets

Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.

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

Worked on creating the UI pages to use them in catalog items using the UI Scripts.

Walmart, Arkansas April 2019 – July 2022

Role: ServiceNow Developer/Admin

Responsibilities:

Used ITIL practices to implement Service Now applications in phase-by-phase approach.

Gained exposure to retail and privacy domains, applying domain-specific knowledge to optimize service management processes and ensure compliance with privacy standards.

Displaying data, include analytical reporting as widgets. Convert "legacy" catalog item/workflows into Service Portal experience.

Develop new and maintain/enhance customer/process-oriented Service Portals.

Used ITOM to automate infrastructure discovery, enhance incident resolution, and ensure seamless integration with existing systems.

Worked on ServiceNow: Discovery, Automation, CMDB population, Security & Roles.

Worked on integrating Service Now with LDAP and SSO Implementation.

Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in Service Now.

Used Service Portal Designer to Customize each page in Portal. Utilized OOB ServiceNow Bootstrap.

Implemented CSM, streamlining customer inquiries and support processes for efficient issue resolution.

Used CSM to seamlessly integrate with Company systems, ensuring a unified view of interactions and personalized service delivery.

Responsible in building SLA and generating Reports in Service Now.

Created and modified various Business Rules, Script includes, Ajax Query, JavaScript, and Jelly Scripts, UI Actions, UI Policies and Service Level Agreements (SLA) for the existing and customized applications as per the business requirements.

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

Responsible for streamlining asset lifecycle management, optimizing procurement, deployment, and retirement processes using ITAM.

Used ServiceNow ITAM to provide comprehensive visibility and control over IT assets.

Implemented GRC to centralize risk management processes.

Customized GRC proactively to identify risks and ensure compliance with regulatory standards.

Managed SecOps processes, ensuring rapid security incident response and resolution.

Defined users, groups and roles and providing accessing permissions.

Participated in validating Form and Table level using UI Policies.

Created Email notifications and scheduled jobs in Service Now.

SMTP configuration for outgoing mail from Service Now instance in Service Now.

Configured multiple forms for Asset module using Configuration Management Database.

Developed presentation layer using JSP, HTML, DHTML, CSS, AJAX, JavaScript.

Customized forms and Lists of Incident and Problem Management tables in ServiceNow.

Used Transform maps to import Data to Configuration Management in Service Now.

Maintaining product catalog to import the configuration item records.

Configured and developed custom UI components for Incident and Service Catalog.

Involved in production support for all the ServiceNow and report related issues.

Worked on Creating Users, Roles and Groups and loading the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.

Austin Energy, TX Sep 2017 – Mar 2019

Role: ServiceNow Developer/Admin

Responsibilities:

Developed the Workflow required for the creation of Knowledge article from submit to Approvals & process design for Incident Management and Problem management.

Imported Data into Service Now and performed Transformation using maps.

Scheduled, configured reports, and developed custom charts.

Configured MID Servers in ServiceNow ITOM to efficiently execute discovery probes and patterns across distributed environments, ensuring accurate and timely data collection.

Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.

Implemented a Plan for every release in ServiceNow and provided Walkthrough to the entire team to execute the steps.

Developed UI Appearance for Service Catalog Requests. Create, monitor, modify, and publish service catalog workflows with approvals.

Involved in writing Catalog client scripts and UI policies to make client-side changes.

Captured and moved customizations between systems using Update Sets

Updates & maintains a comprehensive testing protocol for Service-now related development and enhancements.

Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Set up Configuration Management from scratch defining the CI classes and their relationships.

Created complex transform scripts in transforming the data into the SNOW database.

Followed the AGILE approach with 3-week sprint cycle and daily scrums.

Developed SLA and reporting.

Prepared Test cases, Test Plans, Test Strategy for all testing of new modules and migration.

Resolving typical Users access and roles issues by checking active directory and user’s table.

Developed reports as per requirements from management.

Smart Soft, Hyderabad, India June 2013 – December 2015

Role: Java Web application developer

Responsibilities:

Actively involved in analyzing and collecting user requirements.

Wrote Specification for the development.

Wrote JSPs, Servlets and deployed them on Tomcat application server.

Involved in writing PL/SQL Stored procedures, views for backend database access.

Used JavaScript and HTML for UI, servlets as front controllers.

Developed Java Script for client-side validations.

Expertise in Object Oriented Design using UML-Rational Rose.

Involved in Server side and Client-side programming.

Wrote SQL stored procedures and used JDBC to connect to database.

Developed data layer using JDBC.

Created a user interface with HTML and JSP.

Involved in developing various servlets and used DB2 as the database and wrote SQL & PL-SQL.

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