Senior ServiceNow Developer

Name: Shaik Akram

Job Title: Senior ServiceNow Developer

Cell: 847-***-****

E-mail: **************@*****.***

Summary:

Extensive experience of over 10 years in the IT industry, specializing in ServiceNow platform development and administration

Designed and developed ServiceNow solutions to meet enterprise-wide requirements, ensuring robust and scalable IT service management processes.

Implementation Specialist, and Administrator. Skilled in IT Service Delivery, IT Operations Management (ITOM), Configuration Management Database (CMDB), Hardware Asset Management (HAM), Software Asset Management (SAM), IT Business Management (ITBM), Governance, Risk, and Compliance (GRC), Security Operations (SecOps), and the ITOM Suite. Extensive background in quality management systems and project lifecycle processes.

Customized and configured ServiceNow applications to align with business needs, leveraging best practices to enhance system performance and user experience.

Implemented ServiceNow RPA automation solutions across multiple organizations, streamlining business processes, enhancing operational efficiency, and integrating workflows across ITSM, ITOM, and HRSD modules to reduce manual effort and improve service delivery.

Developed and implemented ServiceNow workflows, business rules, client scripts, UI policies, and UI actions to automate business processes and improve efficiency.

Experienced Senior ServiceNow Developer with over 10 years of expertise in custom application development, ITSM, ITOM, ITBM, and GRC, specializing in CMDB/CSDM data models and public cloud integration (AWS, Azure, Google Cloud) to drive automation and operational efficiency.

Integrated ServiceNow using REST, SOAP, and MID Server to connect with third-party applications and enterprise systems.

Experience delivering custom solutions, optimizing SDLC processes, and integrating cloud platforms to enhance IT service delivery and operational efficiency.

Utilized scripting languages such as JavaScript, AngularJS, Jelly, and Glide to extend ServiceNow capabilities and develop custom applications.

Designed and maintained ServiceNow Service Catalog and Request Management to streamline service delivery and enhance user satisfaction.

Managed ServiceNow CMDB (Configuration Management Database) and Asset Management, ensuring accurate and up-to-date records of IT assets and configuration items.

Implemented ServiceNow Discovery and Service Mapping to automate the identification of IT infrastructure and services.

Developed and maintained custom ServiceNow portals using Service Portal Designer and AngularJS to provide a user-friendly interface for end-users.

Applied ServiceNow Performance Analytics to create dashboards and reports that provide actionable insights into IT service performance.

Experienced Senior ServiceNow Developer skilled in platform development, MID-Server setup, CMDB, GRC, and integration via REST/SOAP APIs. Proficient in scripting, automation, and Service Portal customization, with a strong grasp of ITIL processes and compliance standards.

As a Subject Matter Expert (SME) in ServiceNow, I led the implementation and optimization of key modules, guiding workflows, automation, and analytics while ensuring smooth adoption and continuous improvement

Conducted ServiceNow instance upgrades, patch management, and performance tuning to ensure optimal system performance and reliability.

Provided technical support and troubleshooting for ServiceNow-related issues, ensuring minimal downtime and quick resolution of incidents.

Applied ITIL (Information Technology Infrastructure Library) best practices within the ServiceNow platform to improve IT service delivery and management.

Participated in Agile and Scrum methodologies, including sprint planning, daily stand-ups, and retrospectives to ensure timely delivery of ServiceNow projects.

Demonstrated expertise in installing and configuring ServiceNow solutions, enhancing platform functionality, security, and efficiency for optimized business operations.

Managed ServiceNow security, including role-based access control, data protection, and audit compliance to ensure the integrity and confidentiality of information.

Developed and maintained ServiceNow Knowledge Management to facilitate the creation, sharing, and utilization of knowledge across the organization.

Implemented and managed ServiceNow Incident, Problem, Change, and Release Management to streamline IT service processes and improve service quality.

Created and maintained ServiceNow reports, dashboards, and performance indicators to monitor and improve IT service performance.

Utilized ServiceNow Event Management to proactively identify and resolve IT infrastructure issues before they impacted business operations.

Configured and managed ServiceNow notifications and alerts to keep stakeholders informed about important events and changes.

Implemented ServiceNow Project and Portfolio Management (PPM) to improve project visibility, resource management, and project delivery.

Developed and maintained ServiceNow Customer Service Management (CSM) to enhance customer support and improve service delivery.

Streamlined HR processes and improved employee experience by implementing and managing ServiceNow HR Service Delivery (HRSD).

Conducted ServiceNow health checks and assessments to identify areas for improvement and recommend optimization strategies.

Managed ServiceNow instances, including cloning, backup, and restore operations to ensure data integrity and availability.

Configured and managed ServiceNow Virtual Agent to provide automated assistance and improve user self-service capabilities.

Optimized cost and ensured compliance with contractual agreements through a strong understanding of ServiceNow licensing and subscription management.

Designed and implemented ServiceNow DevOps to streamline development, testing, and deployment processes and improve release cycles.

Maintained Service Level Management (SLM) to monitor and manage service level agreements and ensure compliance with business expectations.

Streamlined facilities-related processes and improved operational efficiency with ServiceNow Facilities Service Management.

Adapted to a fast-paced, dynamic environment, managing multiple priorities and responding to changing business requirements.

Conducted ServiceNow proof-of-concept (POC) and pilot projects to validate new functionalities and ensure alignment with business needs.

Developed and maintained ServiceNow REST APIs to enable seamless integration with external applications and systems.

Implemented ServiceNow Software Asset Management (SAM) to optimize software usage and ensure compliance with licensing agreements.

Created and maintained ServiceNow forms, lists, and views to enhance data entry and visualization capabilities.

Automated IT processes and improved operational efficiency by developing and maintaining ServiceNow Orchestration.

Streamlined field service operations and improved service delivery with ServiceNow Field Service Management.

Configured and managed ServiceNow Mobile applications to provide mobile access to ServiceNow functionalities and improve user productivity.

Developed and maintained ServiceNow Integration Hub to enable seamless integration with various enterprise applications and systems.

Monitored and managed IT infrastructure and services proactively using ServiceNow Operational Intelligence.

Technical Skills:

Technical Skills

Versions/Tools/Software

ServiceNow Platform

Madrid, New York, Orlando

ServiceNow Modules

IT Service Management (ITSM), IT Operations Management (ITOM), Service Mapping

Scripting Languages

JavaScript, Glide Script

Integration Tools

ServiceNow Integration Hub, RESTful APIs, SOAP

ServiceNow Development

ServiceNow Studio, UI Policies, Business Rules, Client Scripts, Script Includes

ServiceNow Administration

User Administration, LDAP/AD Integration, Instance and Data Management, Performance Analytics

Custom Application Development

Service Portal, Custom Widgets, AngularJS, Bootstrap

Incident and Problem Management

ServiceNow Incident Management, Problem Management

Change and Release Management

Change Management, Release Management, CAB Meetings

Discovery and Service Mapping

ServiceNow Discovery, Service Mapping

Reporting and Dashboards

Performance Analytics, ServiceNow Reporting

ServiceNow Upgrade and Migration

Upgrade from Madrid to New York, Migration Strategies

ITIL Framework

ITIL v3, ITIL v4 Foundation

Cloud Technologies

AWS, Azure, Google Cloud Platform

Version Control Systems

Git, GitHub, Bitbucket

Database Management

MySQL, Microsoft SQL Server

Operating Systems

Windows Server, Linux

Employment Experience:

Client: EISAI

Location: Nutley, NJ Period: Sep 2022 - Present

Job Title: Senior ServiceNow Developer

Responsibilities:

Led iterative development and sprints, collaborating closely with stakeholders and development teams to align business requirements with technical deliverables, ensuring adherence to Agile SDLC best practices.

Engineered and implemented custom applications on the ServiceNow platform using JavaScript, HTML, CSS, and AngularJS, adhering to best practices and coding standards to ensure scalable, maintainable, and efficient solutions.

Designed the architecture for scalable ServiceNow solutions for Incident Management, Change Management, and Problem Management.

Crafted and configured ServiceNow modules such as Incident Management, Problem Management, Change Management, and Service Catalog, aligning intricate business requirements and process workflows with functional and user-friendly configurations.

Acted as the Subject Matter Expert (SME) for ServiceNow implementation, leading the integration of ITSM, ITOM, and SAM modules to align with the organization's processes.

Developed and implemented automated workflows using the ServiceNow RPA module to streamline repetitive tasks, enhancing operational efficiency for business processes.

Developed risk assessment frameworks with IRM modules in ServiceNow, focusing on pharmaceutical compliance to ensure IRM-based regulatory alignment and data management.

Linked ServiceNow with third-party systems and applications using Web Services, MID Servers, APIs, and REST/SOAP integrations to establish robust data connections and automated workflows, enhancing operational efficiency and data consistency.

Configured and customized the GRC module in ServiceNow to align with EISAI’s compliance and risk management requirements, ensuring regulatory adherence and data integrity across key operational areas.

Configured ServiceNow environments by installing custom workflows to support development, test, and production processes.

Implemented and extended the ServiceNow CMDB and CSDM data models to track and manage public cloud assets across AWS, Azure, and Google Cloud, aligning with EISAI’s service and resource management strategies.

Managed ServiceNow SDLC processes by overseeing the development lifecycle of Stories, Epics, and Defects, ensuring all phases of design, development, and testing were completed on time and met organizational goals.

Integrated APM with existing IT Service Management (ITSM) processes, ensuring seamless tracking of application performance, utilization, and associated costs.

Integrated ServiceNow Discovery with Public Cloud platforms such as AWS, Azure, and Google Cloud, using patterns to automate the identification and mapping of IT resources and services.

Directed the development of complex ServiceNow workflows, business rules, UI policies, and Access Control Lists (ACLs) to automate business processes, enforce governance, and streamline user interactions.

Utilized architecture strategies to optimize system performance and troubleshoot issues with Performance Analytics.

Enhanced security for integrations by installing MID Servers, enabling safe data exchange with third-party applications.

Performed performance tuning and optimization of ServiceNow instances, utilizing tools such as Performance Analytics and Application Performance Management (APM) to ensure high availability and improved end-user response times.

Developed custom compliance policies and controls within GRC, facilitating adherence to industry-specific compliance standards and enabling real-time monitoring of compliance status across departments.

Oversaw ServiceNow upgrades and patches with minimal downtime, using Upgrade Sets and Application Repository to maintain system stability and compliance with organizational standards.

Delivered Subject Matter Expert (SME) guidance in the development and optimization of custom workflows and automation, streamlining business processes and improving overall efficiency.

Led iterative development and sprints, collaborating closely with stakeholders and development teams to align business requirements with technical deliverables, adhering to SDLC best practices.

Mentored junior developers, fostering a collaborative environment and knowledge sharing within the team. Conducted code reviews and provided feedback to ensure adherence to best practices.

Configured IRM control testing processes to maintain continuous monitoring of assets in the CMDB, assigning IRM-driven risk scores to streamline compliance with industry regulations.

Customized and extended the ServiceNow CMDB to track and manage Public Cloud assets, ensuring accurate configuration data and compliance across AWS, Azure, and Google Cloud environments.

Integrated ServiceNow Discovery and Service Mapping within the CSDM framework to automate the discovery of cloud resources and ensure accurate, up-to-date configuration data for better decision-making.

Designed and executed rigorous test cases, performed unit testing and supported user acceptance testing (UAT) to validate the functionality, reliability, and performance of ServiceNow configurations and customizations.

Compiled comprehensive technical documentation, including design specifications, deployment guides, and user manuals, to ensure clear understanding and effective utilization of ServiceNow solutions.

Facilitated Agile ceremonies including sprint planning, daily stand-ups, and retrospectives to ensure continuous improvement and alignment with project goals.

Utilized advanced ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), HR Service Delivery (HRSD), and Governance, Risk, and Compliance (GRC) to support diverse business needs and enhance overall service delivery.

Implemented ServiceNow Orchestration capabilities to automate complex workflows and integrate with external systems, using Orchestration Activities, MID Servers, and Integration Hub.

Utilized ServiceNow’s CSDM framework to enhance the mapping of business applications, services, and infrastructure components within the CMDB, providing end-to-end visibility and control over IT resources.

Provided Subject Matter Expert (SME) support in the configuration and customization of ServiceNow applications, ensuring optimal user experience and operational effectiveness.

Optimized the CMDB setup by installing configurations that aligned with CSDM standards and increased cloud resource visibility.

Applied Service Mapping and Discovery tools within ITOM to provide accurate configuration management and operational visibility.

Implemented ServiceNow workflows to streamline the provisioning and management of Public Cloud infrastructure, ensuring efficient and automated resource deployment across AWS, Azure, and Google Cloud.

Customized ServiceNow User Interfaces using Service Portal, UI Actions, and UI Scripts to enhance user experience and streamline interactions.

Troubleshot and optimized RPA-based workflows to ensure consistent performance and alignment with evolving business requirements.

Environment: ServiceNow, JavaScript, HTML, CSS, AngularJS, Jelly, Web Services, MID Servers, APIs, REST/SOAP integrations, ITSM, ITOM, ITBM, HRSD, GRC, Orchestration, Service Mapping, Discovery, Performance Analytics, Application Performance Management (APM)

Client: Walmart

Location: Bentonville, Arkansas Period: Dec 2021 - Aug 2022

Job Title: ServiceNow Developer

Responsibilities:

Engineered and customized ServiceNow applications using JavaScript, HTML, CSS, and Jelly scripting to address Walmart’s specific needs and enhance platform functionalities.

Linked ServiceNow with various third-party applications and systems, including ERP and CRM solutions, through SOAP and REST web services to ensure seamless data flow and integration.

Crafted custom workflows, business rules, and UI policies within ServiceNow to streamline and automate business processes, applying ITSM and ITIL best practices.

Applied CSDM principles to structure Walmart’s service and resource data within the ServiceNow CMDB, ensuring accurate mapping of public cloud infrastructure and IT services across AWS and Azure.

Leveraged IRM functionality in ServiceNow to automate policy compliance, deploying IRM workflows that enhance data protection and regulatory adherence across Walmart’s retail divisions.

Spearheaded the Subject Matter Expert (SME) efforts in the implementation of APM, optimizing asset management processes and improving visibility across IT operations.

Integrated third-party risk management capabilities within ServiceNow GRC to assess vendor risks and ensure vendors complied with Walmart’s stringent data security standards, enhancing Walmart’s vendor oversight and risk assessment processes.

Streamlined platform stability for Walmart by installing configurations tailored to their operational requirements.

Designed the architecture for Service Mapping to visualize relationships between business services and underlying infrastructure.

Utilized Agile practices to enhance ServiceNow configurations and customizations, working in sprints to deliver incremental improvements and align with Walmart’s business needs.

Implemented ServiceNow Discovery and Service Mapping to accurately discover and map Walmart’s Public Cloud resources across AWS and Azure, improving visibility and control of cloud infrastructure.

Implemented the ServiceNow SDLC module to manage the lifecycle of Epics, Stories, and Defects, streamlining the tracking and reporting process for development tasks.

Set up ServiceNow Discovery and Service Mapping to accurately map and visualize Walmart’s business services and IT infrastructure, enhancing service management and delivery through effective ITOM practices.

Delivered Subject Matter Expert (SME) guidance in configuring and customizing ServiceNow’s SAM module, ensuring effective software lifecycle management.

Integrated ServiceNow RPA with Walmart’s ITSM and HRSD modules to automate routine tasks such as incident management, employee onboarding, and cloud resource provisioning in AWS and Azure environments.

Established and maintained the CMDB (Configuration Management Database) to ensure accurate IT asset and configuration data, aiding Walmart’s decision-making and resource allocation with ITAM practices.

Ensured APM was integrated with the Configuration Management Database (CMDB) to maintain accurate relationships between applications and underlying infrastructure, enhancing operational visibility.

Secured ERP and CRM system integrations by installing and maintaining MID Servers for reliable data exchange.

Engaged in regular sprint planning and review sessions to assess progress, adjust priorities, and ensure alignment with project goals and stakeholder expectations.

Developed ServiceNow workflows to automate the provisioning and lifecycle management of Public Cloud resources in AWS and Azure, ensuring adherence to Walmart’s cloud governance policies.

Leveraged CSDM to enhance the Service Mapping process, linking Walmart’s business services to underlying infrastructure components, improving visibility and control of IT assets.

Developed and optimized ServiceNow reports and dashboards using Performance Analytics to provide Walmart stakeholders with actionable insights into service performance and operational metrics.

Oversaw user access and permissions through ServiceNow roles and ACLs (Access Control Lists), ensuring data security and compliance with Walmart’s organizational policies.

Facilitated smooth SDLC handovers by providing detailed documentation and training for key stakeholders on ServiceNow configurations and customizations.

Coordinated with business analysts, system administrators, and project managers during all SDLC phases to translate business needs into technical requirements for ServiceNow implementations.

Troubleshot ServiceNow applications and modules, resolving issues promptly to minimize downtime and ensure optimal system performance.

Configured GRC modules to link risks with incidents and problems, providing Walmart’s IT teams with critical insights to prioritize resolution efforts based on the potential business impact.

Deployed RPA bots to automate and streamline data entry, reporting, and service requests, ensuring smooth integration with Walmart’s eCommerce systems and third-party applications.

Worked closely with cross-functional teams, including business analysts, project managers, and system administrators, to gather requirements and translate them into ServiceNow solutions that align with Walmart’s business goals and IT strategies.

Applied HR Service Delivery tools within ServiceNow to enhance employee service management and streamline HR processes.

Played a key role in architecture design during Agile ceremonies, sprint planning, and execution, ensuring alignment with business needs.

Acted as the Subject Matter Expert (SME) in the integration of ITIL-aligned Change and Incident Management workflows, enhancing process consistency and reducing response times.

Applied Agile methodologies to integrate ServiceNow with third-party systems and modules, ensuring iterative development and continuous feedback to refine and enhance solutions.

Configured IRM dashboards, like the Heatmap workbench, to provide Walmart’s leadership with real-time visibility into IRM-based risk assessments, prioritizing high-risk areas for effective response.

Configured and maintained the CMDB with CSDM best practices to support Walmart’s ITOM operations, ensuring alignment of IT resources with business priorities and improving cloud governance.

Integrated ServiceNow with AWS and Azure via RESTful APIs and MID Servers to facilitate seamless data synchronization and real-time updates of Public Cloud resources in the ServiceNow CMDB.

Administered Asset Management processes within ServiceNow to track and optimize Walmart’s IT and non-IT assets effectively.

Integrated eCommerce solutions with ServiceNow to support Walmart’s online retail operations and improve customer service delivery.

Facilitated Agile retrospectives and sprint reviews to gather feedback, identify areas for improvement, and implement changes to improve team performance and project outcomes.

Environment: JavaScript, HTML, CSS, Jelly scripting, SOAP, REST web services, ServiceNow Discovery, Service Mapping, CMDB, Performance Analytics, ITSM, ITOM, ITAM, ITIL, HR Service Delivery, ERP, CRM, eCommerce.

Client: Intel Corporation

Location: Santa Clara, California Period: Dec 2018- Nov 2021

Job Title: ServiceNow Admin/Developer

Responsibilities:

Tailored ServiceNow applications to align with organizational workflows using JavaScript, HTML, CSS, and Jelly scripting, adhering closely to business requirements.

Engineered integrations between ServiceNow and external systems utilizing MID Servers, JDBC, SOAP, and RESTful web services, ensuring seamless data flow and process automation.

Implemented Agile practices in the development and customization of ServiceNow applications, utilizing sprints to iteratively refine solutions and address evolving business requirements.

Implemented ServiceNow modules such as Incident Management, Problem Management, Change Management, and Service Catalog, optimizing IT service delivery and efficiency.

Implemented IRM modules within Intel’s IT asset management systems, supporting governance through automated IRM-based risk identification and prioritization.

Developed and customized ServiceNow RPA workflows to automate routine tasks across ITSM, HRSD, and ITOM modules, improving service delivery and reducing manual effort.

Engaged with cross-functional teams to gather feedback and refine APM processes, ensuring that the application portfolio aligns with business strategy and operational objectives.

Designed intuitive user interfaces with UI policies, UI actions, business rules, and workflows, streamlining user interactions and operational processes.

Provided Subject Matter Expert (SME) leadership in the design and development of custom ServiceNow applications, utilizing advanced scripting and workflow automation.

Designed and implemented RPA-driven automation for IT asset management and cloud resource provisioning, enhancing operational efficiency and reducing downtime in the provisioning lifecycle.

Managed ServiceNow configurations including user administration, Access Control Lists (ACLs), notifications, and reporting, maintaining data integrity and security.

Performed regular audits and performance tuning measures to uphold ServiceNow platform stability and enhance system performance.

Collaborated closely with interdisciplinary teams to gather requirements, define solutions, and implement enhancements within the ServiceNow environment.

Provided expert technical support and troubleshooting for ServiceNow incidents and issues escalated from end-users, ensuring prompt resolution and user satisfaction.

Contributed to ServiceNow upgrade and patching processes, ensuring system compatibility and adherence to security protocols.

Documented technical designs, deployment plans, and standard operating procedures for ServiceNow implementations and changes, ensuring comprehensive documentation and knowledge transfer.

Utilized ITSM (IT Service Management) and ITOM (IT Operations Management) to enhance service management and operational efficiency.

Administered CMDB (Configuration Management Database) and Discovery to maintain accurate IT asset and configuration data, optimizing resource allocation and service delivery.

Leveraged ITBM (IT Business Management) and HRSD (HR Service Delivery) to improve business and HR process management within ServiceNow.

Developed solutions using REST/SOAP APIs, MID Servers, and scripted APIs for effective integration and data exchange.

Participated in Agile ceremonies such as sprint planning, daily stand-ups, and retrospectives to foster team collaboration and ensure alignment with project goals and timelines.

Created automation and process flows using Flow Designer and Workflow Editor to streamline business processes.

Established IRM-driven workflows for ongoing risk assessment, integrating asset information in the CMDB with IRM scoring to optimize response plans for high-value assets.

Delivered (SME) oversight in integrating third-party applications with ServiceNow, improving cross-platform functionality and data synchronization.

Formulated and managed Business Rules to enforce data consistency and automation across the ServiceNow platform.

Managed and prioritized the ServiceNow development backlog, ensuring that high-impact tasks and user stories were addressed in each sprint cycle to meet organizational objectives.

Environment: ServiceNow, JavaScript, HTML, CSS, Jelly scripting, MID Servers, JDBC, SOAP, RESTful web services, Incident Management, Problem Management, Change Management, Service Catalog, ITSM, ITOM, CMDB, Discovery, ITBM, HRSD, REST/SOAP APIs, scripted APIs, Flow Designer, Workflow Editor, Business Rules.

Client: Cengage Group

Location: Boston, MA Period: July 2016 – Nov 2018

Job Title: ServiceNow Admin

Responsibilities:

Orchestrated and configured the ServiceNow platform extensively, aligning it with organizational needs by specializing in Incident Management, Change Management, and Service Catalog modules. Leveraged Flow Designer for automating complex workflows and optimizing operational efficiency.

Engineered and maintained custom applications within ServiceNow, utilizing JavaScript, HTML, CSS, and ServiceNow APIs. Developed custom integrations and solutions to meet specific business requirements and ensure seamless functionality across the platform.

Implemented and supported integrations between ServiceNow and diverse enterprise systems, employing SOAP and REST web services to facilitate efficient data exchange and process automation. Utilized Integration Hub to streamline connectivity with third-party applications and services.

Designed and executed complex ServiceNow workflows, business rules, client scripts, and UI policies, enhancing user productivity and operational workflows. Applied best practices for efficient workflow design and implementation.

Conducted thorough system audits and performance tuning, applying ServiceNow best practices to enhance platform performance and reliability. Utilized diagnostic tools and performance monitoring features to maintain optimal system health.

Collaborated closely with cross-functional teams to gather requirements, translating them into technical solutions within ServiceNow. Ensured alignment with business goals and facilitated the development of custom solutions and integrations as needed.

Provided comprehensive end-user training and support, developing detailed documentation and knowledge articles to enhance understanding and maximize the utilization of ServiceNow capabilities.

Managed user access and permissions within ServiceNow, adhering to security policies and protocols to safeguard sensitive information and maintain compliance with

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