Change Management Incident
Resume:
Farheen
Austin, TX
****************@*****.***
linkedin.com/in/habeeba-farheen-01270223
Professional Summary
7+ years of Experience in developing, configure, customizing & administrating ITSM suite of applications.
Hands-on experience in technical implementation of Incident Management, Problem Management, HR, Change Management and Service Catalog.
Good experience in analysis, design and development of high volume, low latency applications for mission critical systems delivering high-availability and performance to best meet customer needs.
Experience in Write well designed, testable, efficient code to support varied and more complex IT solutions
Experience in Provide strong technical expertise and collaborate with other IT specialists to rapidly develop and deliver stunning solutions that meet changing business needs.
Experience in advice on the ITSM Product Suite, including Incident Management, Problem Management, Change Management, and relationships of these applications to the CMDB
Having good experience Operational Risk Management (Risk Identification, Risk Assessment, Risk Mitigation, Control Implementation, and Monitoring.
Having good experience Governance risk and compliance (Audit process, Business continuity, Compliance management).
ServiceNow System Integrations expert where I Integrated ServiceNow with more than ten applications. Integrations were performed by using Web Services, REST, SOAP, JDBC, SSO, Mid-Servers and complicated Authentication mechanisms.
Good Experience in XML, JSON
Build and maintain scalable Integration with cloud platforms and various security tools - One Identity, Azure.
ServiceNow System Integrations expert where I Integrated ServiceNow with more than ten applications. Integrations were performed by using Web Services, REST API, SOAP, JDBC, SSO, Mid-Servers and complicated Authentication mechanisms.
Experience with HR System (Workday/SAP) integrations
Functional knowledge of Active Directory Users and Groups
Good Experience in SQL & PowerShell skills
Having work experience with multiple teams to implement various integrations
Able to validate in lower environment and successfully implement the changes in production
Review new integration requests, take timely action
Experience in Attend brainstorm and troubleshooting sessions
Experience in Proactively identify gaps in the systems integrations
Experience in Review incident tickets and work orders, follow up with users to ensure addressing their concerns in a timely manner and Other responsibilities as required.
Experience in Provided training and support to Agile teams on how to effectively use ServiceNow for project management and tracking
Experienced in Creating groups, creating users and provisioning them in Service Now.
Experienced in ITOM implementations and configuration items (CI) in CMDB
Experienced in ITSM implementations from the scratch, which involves migrations from legacy applications to ServiceNows applications like Incident, problem, change, knowledge, Service Catalogs.
Implemented Qualys integration to ingest vulnerabilities and policy compliance scan data. Demonstrated expertise in cybersecurity tools such as Qualys and Tanium.
In-depth Experience in ITAM implementations, including asset lifecycle management, software asset management (SAM), hardware asset management (HAM), contract management, and procurement.
Developed Multiple Custom Service Portals and widgets to facilitate the smooth User Experience for various custom applications.
Proficient in ServiceNow scripting, SQL query writing, and utilizing testing methodologies. Good Knowledge in using Glide Scripting for creating UI Action and business rules. Experience in working with GIT.
Skill Set Overview:
ServiceNow Modules: ITSM, ITIL, ITOM, ITBM, Service Now
Software Methodologies: ITIL, SDLC, Waterfall, Agile, Scrum
Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server
Database Tools: SQL Client, TOAD, SQL Developer
Reporting Tool: Tableau
Other: HTML5, jQuery, MS Active Directory, JSON, XML, JavaScript, Python Scripts, PowerShell Scripting.
Education Details:
Bachelor of Technology in Information Technology, India - May 2009
Work History:
VISA Inc / Austin, TX Oct 2023 – Aug 2024
ServiceNow Developer/Administrator
Responsibilities:
Worked as a ServiceNow Developer to support the platform Issues and take them to closure.
Designed and developing custom Service Portals to meet specific business requirements.
Involved in Operational risk management process.
Involved in implementing five Operational risk Management process like Risk Identification, Risk Assessment, Risk Mitigation, Control Implementation, and Monitoring
Attended in ServiceNow application audit process, worked security audit reports and risk audit report.
Experience in GRC ( Governance risk and compliance), Business Continuity, Compliance management.
Configured ServiceNow workflows, forms, and notifications to streamline ITSM processes and enhance efficiency.
Led the customization of ServiceNow ITSM modules to align with organizational needs and best practices.
Created and styling portal pages using HTML, CSS, and ServiceNow widgets.
Integrated Service Portal with other ServiceNow modules and applications.
Implemented client-side scripting using JavaScript to enhance portal functionality.
Tested and troubleshooting Service Portal configurations and scripts.
Worked extensively with support activities for Incident, change, problem and knowledge.
Coordinated and implement requirements using Workflow, Java Script, HTML, XML, and ServiceNow Content Management.
Good Experience in XML, JSON
Build and maintain scalable Integration with cloud platforms and various security tools - One Identity, Azure.
ServiceNow System Integrations expert where I Integrated ServiceNow with more than ten applications. Integrations were performed by using Web Services, REST API, SOAP, JDBC, SSO, Mid-Servers and complicated Authentication mechanisms.
Experience with HR System (Workday/SAP) integrations
Functional knowledge of Active Directory Users and Groups
Good Experience in SQL & PowerShell skills
Having work experience with multiple teams to implement various integrations
Able to validate in lower environment and successfully implement the changes in production
Review new integration requests, take timely action
Experience in Attend brainstorm and troubleshooting sessions
Experience in Proactively identify gaps in the systems integrations
Experience in Review incident tickets and work orders, follow up with users to ensure addressing their concerns in a timely manner and Other responsibilities as required.
Experience in Provided training and support to Agile teams on how to effectively use ServiceNow for project management and tracking
Created the Demand and HR request records on their respective tables through Web Service call form the other system, and used Data Sources (JDBC) to get the files form the resource
Implemented continuous monitoring solutions in ServiceNow SecOps, enabling real-time visibility into security events and vulnerabilities across the IT environment.
Comply with systems development standards, procedures, guidelines, priorities, and schedules.
Some of the development activities involve developing custom features, creating Business Rules, Script Includes, UI Policies, UI Actions, UI pages, Client Scripts, ACLs (Access Control Lists), Notifications, Custom Workflows.
Customized HR case management workflows to align with organizational requirements, ensuring seamless and tailored user experiences.
Developed custom test steps within ATF to address unique testing scenarios and business requirements.
Proficient in testing Field Service Management (FSM) functionalities within the ServiceNow platform.
Experienced in conducting testing specific to FSM workflows, including scheduling, dispatching, and work order management.
Ensured FSM configurations and customizations aligned with business requirements and optimized field service operations.
Provided training and support to Agile teams on how to effectively use ServiceNow for project management and tracking
Environment: ServiceNow, ITSM, ITOM, SAM, Incident, CMDB, UI Policies, SQL, ACL, SSO,UI Actions, UI Pages
Yethi Consulting, Bangalore, India Jun 2020 –Jun 2023
ServiceNow Admin/Developer
Responsibilities:
Worked as a ServiceNow administrator to support the platform Issues and take them to closure.
Worked extensively with support activities for Incident, change, problem and knowledge.
Collaborated with stakeholders to gather requirements and translate them into ServiceNow ITSM solutions.
Coordinate and implement requirements using Workflow, Java Script, HTML, XML, and ServiceNow Content Management.
Worked extensively on CSM (Customer Service Management) in solving the root cause and reducing the reasons for customers calling for help.
Designing and developing custom Service Portals to meet specific business requirements.
Lead the design, development, and implementation of Service Portfolio Management processes within the ServiceNow platform.
Involved in implementing five Operational risk Management process like Risk Identification, Risk Assessment, Risk Mitigation, Control Implementation, and Monitoring
Attended in ServiceNow application audit process, worked security audit reports and risk audit report.
Experience in GRC (Governance Risk and compliance), Business Continuity, Compliance management.
Designed, developed, and executed comprehensive test cases within ATF to ensure the quality and reliability of ServiceNow workflows and modules.
Implemented new applications like Notify and Customer Service Management (CSM) in ServiceNow.
Installed plugins for Customer Service Management CSM for orders and users and created bidirectional, hierarchical relationships in CSM.
Experienced with Case Application in Customer Service Module (CSM) in ServiceNow.
Experienced on working HRSD Modules and HR case management system.
Comply with systems development standards, procedures, guidelines, priorities, and schedules.
Played a key role in the development and customization of core modules, including Incident, Problem, Change, Asset, CMDB, Service Request, APM, Demand, and Service Catalog.
Utilized ServiceNow Orchestration and Workflows for system and process automation, streamlining operations and reducing manual effort.
Managed end-to-end order processing within the ServiceNow platform, ensuring seamless execution of order creation, approval, fulfillment, and invoicing processes.
Successfully coordinated with cross-functional teams to obtain necessary approvals, streamlining the order approval workflow.
Expertise in ServiceNow scripting languages for customizing and extending Order Management functionalities.
I worked extensively on CMDB, Configuration Items (CIs), CI relations, and Mid Server installations.
Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
Developed and manage the preparation of systems and/or program specifications, test criteria and project control for new functionality, enhancements or error correction for ServiceNow
Participate in the development of building several modules like Incident, Problem, Change, Knowledge, Service Catalogs, Discovery, and Asset Management.
Environment: ServiceNow, ITSM, ITOM, HAM, SAM, Incident, CMDB, UI Policies, SQL, ServiceNow Admin
CMC Limited, Hyderabad, India Sep 2018 to Jan 2020
ServiceNow Admin/Developer
Responsibilities:
Responsible for the day-to-day management within the platform.
Actively participated in daily Scrum meetings and regular sprint planning review, retrospective meetings.
Enhancements and developments in Incident Management, Request Management and Service Catalog Management.
Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change in ITSM.
Validation and Gap Analysis for Policy, Process, Procedures for CI lifecycle management with clear interfaces with other ITSM processes
Implemented and configure new ITSM platform ServiceNow.
Provided solution and standardized the ITSM process in bid management to satisfy the customers
Worked very closely with ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNow are in a controlled and predictive manner.
Ensured seamless integration of ITAM processes with these core areas, creating an interconnected and efficient IT service environment.
Collection, structuring, analyzing and reporting on the HR data.
Operates as a liaison between technical personnel and the ITSM, HRSD, process owners such as Change manager
Implemented data import and export processes to ensure the timely and accurate transfer of HR information between ServiceNow and other systems.
Maintained and administered the implemented instance of ServiceNow and performed tasks such as configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
CMC Limited, India, Oct 2017 – Aug 2018
Software Engineer
Responsibilities:
Participated in detailed data analysis.
Analyzes software requirements to determine design within time and cost constraints.
Full Software Development Life-cycle (SDLC) including: Concept, Project Scope (MS Project), Requirements Analysis Design & Documentation (RADD),
Testing (application code and user acceptance) with quality testing tools, Deployment, in-class Training for users/administrators, and maintenance support.
Experienced in development using Agile Scrum Methodology: JIRA. Create themes, stories, epics, and scrum tasks.
Worked on gathering requirements.
Configured forms associated with the service request application, and event commands, service request query exclusions. Create templates.
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