Senior ServiceNow Developer/Engineer with ITSM-ITOM expertise

Aqsa Syed

ServiceNow Developer/Engineer

Kearny, NJ, 07032

Professional experience

● Professional with around 8 years of experience in ServiceNow Development and Administration.

● ServiceNow experience in implementing ITSM, SPM, GRC and ITOM with end-to-end Service Catalog, Incident Management, Asset Management, Change Management, Scoped Applications, Knowledge Management and Release Management, Service Portal, Discovery, CMDB, Service Mapping, CSM, SAM and Service Watch.

● Experienced ServiceNow Developer with expertise in scoped application development, App Engine Studio, and enterprise-level automation. Proficient in Workspace Builder, UI Builder, Flow Designer, Integration Hub, and ACL security. Strong problem-solver with a track record of designing scalable, high-performing ServiceNow solutions while ensuring best practices in data structure, security, and UI/UX design.

● Responsible for the execution and delivery of the ServiceNow application across the enterprise including ITSM, ITOM, Platform, SPM, Security, and Compliance modules.

● Platform upgrades such as New York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo and Utah.

● Deep functional and technical knowledge of the Service Now platform as well as experience delivering; medium to large-scale Service Now implementations.

Java Technologies JSP, AJAX, Web-Services, Servlets, Java SE 8, SQL (MySQL DB), HTML, Bootstrap, JSP, Hibernate, Spring Boot, Spring JPA, Spring Transaction, Spring Core, Spring MVC, Spring Rest API, Servlet. Web Technologies HTML, XML, HTML, JavaScript, Glide script, CSS, Typescript Methodologies

SDLC, Agile-Scrum, Waterfall

Databases

Oracle, SQL Server

OS Windows, UNIX, Linux

ServiceNow Incident, Problem and Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, HR management Service Catalog, Angular JS, Service Portal Design, Workflows, JavaScript, Sub flows, Catalog configuration, Knowledge Management, Event Management, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL), ITSM Suite, ITOM, HP Services Manager, and HP Asset Manager.

Experience

IBM

KPMG

Senior ServiceNow Developer

March 2024 – August 2024

● Built and deployed Catalog Client Scripts, Catalog UI Policies, Scheduled Jobs, Script Includes, Business Rules, and workflows for Lifecycle Events.

● Generated multiple email notifications for fulfillers and request creators at different lifecycle phases.

● Enhanced visibility for fulfillers by enabling information carryover to previous tasks in a non-LE active environment.

● Redesigned the Employee Service Center using Service Portal configurations with HTML, CSS, and JavaScript.

● Created custom tables and Scoped Applications for CSM Case Management to assist agents and supervisors in handling inquiries.

● Configured and customized CSM Application modules, including self-service strategies like Service Catalog and Knowledge Base

Senior ServiceNow Developer

January 2021 – December 2023

● Designed and developed scoped applications using App Engine Studio, ensuring adherence to best practices in table design, data structure optimization, and OOTB table structures.

● Built and configured custom workspaces with Workspace Builder and designed intuitive user interfaces using UI Builder to enhance the user experience.

● Developed Flow Designer workflows, integrated third-party systems using Integration Hub, and created custom spokes for automation.

● Ensured secure access management by implementing Access Control Lists (ACLs) and managing user access provisioning and maintenance.

● Configured and optimized ServiceNow data tables for performance and scalability, ensuring efficient data retrieval and storage.

● Developed and maintained complex Business Rules, Script Includes, and Server-Side scripting, following best practices for logic and automation.

● Designed, configured, and executed Automated Test Framework (ATF) test cases to ensure system stability and regression testing.

● Hands-on experience in creating and migrating MPP files in Project portfolio management and created portfolio and linked with Release management. Worked on different bug fixes within Incident Management, Change Management and Problem Management and worked on Mid-Tier Configuration as per the requirement.

● Created categories of assets such as Computers, printers and software. Also mapped them according to the discovery identifications.

● Worked on the SAM publisher packs: Microsoft and oracle for getting the entitlements and user information into ServiceNow. Integrated the azure licensing model with SAM licensing (ALM_license) to fetch information on to ServiceNow from Azure platform, storing information about the licenses and the cost of resources as per the utilization.

● Extensively worked on creating custom tables, Scoped Applications for CSM Case management, to facilitate the Agents and Supervisors in generating Inquires.

● Responsible for configuring and customizing CSM Application and related modules. Also customized the CSM customer service portal towards self-service strategy (Service Catalog and Knowledge base).

● Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.

● Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.

● Created the service catalog items and build appropriate workflows and captured the billing process for the catalog item which created reports based on monthly invoice.

● Experience in Service Mapping application in developing comprehensive mapping of all devices, Applications, and configuration profiles to business services.

● Mapping dependencies between devices and applications using Service Mapping.

● Involved in Self-Service portal designing, development of Home Page, Place Order for Service Catalog, Knowledge Base, creating Service Tickets and alerting users on Outages.

● Worked in the department of Servicenow CSM to integrate the CSM Field Service Management, giving customer service visibility into on-site repairs. Experienced in several ServiceNow CSM implementations including upgrades

● Implemented the specialized modules of ServiceNow like HR Case Management, Service Watch, Timecard scheduling and test Management as a Developer and Administrator.

● Developed workflows and implemented cloud provisioning and optimization and configured agent client collector on Windows and Linux workloads.

● Integrated CSM with event management application in ITOM in order to create cases beforehand from alerts and also track the accounts affected by it.

● Installed plugins for Customer Service Management CSM for orders and users and created bidirectional, hierarchical relationships in CSM.

● Working in an agile environment of an on-premises (non-cloud) implementation of ServiceNow on Project Portfolio Management

(PPM) and building custom application “Telecom Scanning” – a SOAP based web services integration for receipting, PO, issues, returns and transfers.

● I have built Workflows and flows to automate the CI lifecycle and SDLC using different status like Operational and Non- Operational, retired, not in use.

● Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance.

● Worked on service catalog creation, configuration and deployment. Workflow design and implementation.

● Worked on Business planning portal to submit the innovations through idea and convert that idea into the demand and maintain them as a goal. These goals are again aligned to the resources which are part of the business units and on the other hand there are different business strategies according to the resources aligned to them.

● Configured dashboards to display multiple performance analytics, reporting and widgets on a single screen and created stories to share the data with multiple users.

● Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow.

● Worked in domain separated environment. Worked on Domain Separation to achieve process separation, UI separation, and Data separation.

Hexaware

Senior ServiceNow Developer

October 2019 – December 2020

● Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence. Customized the HR module as per the Client Requirements.

● Created customized and user friendly widgets so users can access specific platform features using Service Portal.

● Created, Developed and implemented HR cases for automated HR processes, such as employee onboarding and offboarding.

● Worked on State stories- conflicts with same state codes and reporting issues.

● Worked with the SDLC process that includes designing, implementing, testing, and deploying software

● Developed and delivered internal training on multiple HR systems to users with varied experience levels.

● Involved in various ServiceNow customization as per client's requirement.

● Implemented HR and ITSM modules. Configured HR services with some customization on forms. Added dashboards and reporting as per requirements.

● Worked on PDF Doc template as well as Record producer, Assignment rules, HR case, Lifecycle event, HR template.

● Hands on experience on Glide and Jelly Scripting.

● Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.

● Strong skill set in ServiceNow suite development including SOAP/REST integration. Web services, Discovery, Workflows.

● Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.

● Worked on the most of HR COEs like HR Payroll, HR IT operations, HR Workforce administration, HR Talent management, HR lifecycle event, HR Total rewards, HR employee relations.

● Working with HR Case Management, HR tasks, HR knowledge and policy articles.

● Worked from scratch application basically setting up the COEs / topic categories / topic details and HR services.

● Experience with working on Queue management on HR case Management.

● Involved in PPM enhancements and integrated with various modules.

● Utilize the ServiceNow Portfolio Project Management (PPM) module to manage all service transitions to production and ensure ongoing operations

● Built Service Portal using pages, widgets for service request, report issue and status reports using ServiceNow.

● Designed Workflows, along with standard Workflow templates which can be reused.

● Migrate the update sets to Production and handle Release Management activities.

● Create, monitor, modify, and publish service catalog workflows with approvals.

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

● Worked on ITOM like Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns. Extensive knowledge and experience in Event Management.

● Worked on the things relating to ServiceNow Discovery, Automation, CMDB population, Security & roles.

● Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.

● Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.

● Experienced on self-service portals to create widgets by using AngularJS.

● Worked as Service Portal Developer and was responsible for the successful design and delivery of modern responsive service management portals on the ServiceNow platform.

● Create, monitor, modify, and publish service catalog workflows with approvals with Single Sign-On integration.

● Expertise working on SaaS (Software as a Service) based tool (ServiceNow), with focus on implementing ITIL processes.

● Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom built applications for various clients in different industry segment. FedEx

ServiceNow Developer

May 2017-October 2019

● Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Flow Designer

● Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.

● Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.

● Populated the CIs (Configuration Items) and configured the CI relations in CMDB

● Configured multiple forms for Asset module using Configuration Management Database.

● Created metric reports, scheduled reports and integrated them with the third party.

● Enhanced the existing LDAP integration and modified business rules.

● Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch. Performed mapping using Service Watch.

● Experience leading Agile development teams working in ServiceNow Agile Module

● Experience in Strategic planning and operational Planning and Scaled Agile

● Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.

● Used Web Services to interact from ServiceNow to External applications.

● Performed Data migration of CI Attributes for CMDB using import sets.

● Experience in integrating Nagios, SolarWinds through SNOW Event Management for incidents raising.

● Extensively worked in creating customized service portal, UI Pages, Application Work Flows as per the client need.

● Worked on portal development that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.

● Experience in configuration management database, System Centre Configuration Manager.

● Experience normalizing requirements to create risk libraries and mappings to a single source

● GRC experience in at least one of the following areas: privacy, risk assessments, third party management, and vulnerability management.

● Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.

● Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.

● Worked on DISCOVERY and set up mid servers and check for the connectivity.

● Configured LDAP Server and LDAP Listener for updating the user and group table record.

● Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.

● Worked on orchestration to automate the top and frequently used service requests Used SOAP and REST Web services for integrating different instances.

● Configuring system, workflows and worked on Orchestration to automate the top and frequently used service requests.

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

● Loaded assets into SNOW from third party system using Web Services and Import Sets. T-Mobile

Junior ServiceNow Developer / Administrator

Feb 2015 – April 2017

● Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and Business processes.

● Configured Service Level Agreements to define certain levels of service from both internal and external providers

● Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.

● Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

● Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, Service Mapping, UI Action and Business Rules

● Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management

● Developed new user interface for Help Desk Team.

● Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.

● Configuration of Email Notification and Alerts to notify users about specific activities in the system

● Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

● Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.

● Created new Business Rules/Script Includes/Client catalog script/Client Script.

● Configured chat functionality for Service Desk ticketing queue.

● Written script includes and invokes them in business rules and client scripts.

● Imported Active Directory to Service now using data sources.

● Build reports, gauges, and home pages.

● Create and use update sets to move customizations between systems.

● Maintain Single Sign-On integration.

● Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.

● Involved in the design, development, and maintenance of integrations with other applications such as Active Directory, Workday Altiris, Casper, Jira, etc.

● Customization of Email Notification to notify about the contract end dates and budget reconciliation

● Configure and customize service now Service Catalog Items to manage various Infrastructure Services in the organization.

● Loads, manipulates, and maintains data between Service-Now and other systems.

● Expert in JavaScript and prototype scripting used in Service-Now

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