ServiceNow Developer - ITSM, HRSD, GRC Expert

FATEMA KABIR

Queens, NY ***** +1-646-***-****

www.linkedin.com/in/fatema-k-55783a25b ********.*@*****.*** PROFESSIONAL SUMMARY

• Over 13 years of experience as a ServiceNow Developer, specializing in the design, development, and implementation of ServiceNow solutions across various modules and platforms.

• Certified ServiceNow System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist in HRSD (CIS HRSD), and Certified Implementation Specialist in ITSM (CIS ITSM).

• Extensive experience in implementing ITIL-based processes and workflows for Incident Management, Problem Management, Change Management, and Service Request Management.

• Hands-on experience with multiple versions of ServiceNow, staying up-to-date with new features and best practices to enhance platform performance and functionality.

• Strong proficiency in ServiceNow scripting, including Business Rules, Script Includes, UI Actions, UI Policies, and client scripts, to automate and streamline processes.

• Skilled in configuring and customizing ServiceNow Service Catalog, integrating with backend systems to fulfill service requests efficiently.

• Expertise in integrating ServiceNow with external systems via REST, SOAP, and MID Server technologies to ensure seamless data exchange.

• Strong experience in working with ServiceNow’s Security Incident Response (SIR), Vulnerability Response, and Governance, Risk, and Compliance (GRC) modules.

• Proficient in developing and customizing ServiceNow Service Portals to provide end-users with an intuitive and user-friendly experience.

• In-depth knowledge of ServiceNow’s CMDB (Configuration Management Database) and asset management, ensuring accurate tracking and configuration of IT assets.

• Extensive hands-on experience with orchestration and automation in ServiceNow to reduce manual processes and improve operational efficiency.

• Expertise in setting up and managing workflows and approvals, ensuring processes follow defined governance and compliance standards.

• Proven ability to configure and maintain ServiceNow Knowledge Management to provide employees with a centralized information repository.

• Skilled in creating and optimizing reports and dashboards in ServiceNow to provide real-time insights into IT operations and service delivery.

• Proficient in using ServiceNow's Performance Analytics to develop actionable insights and KPIs for continuous service improvement.

• Extensive experience working with ServiceNow APIs to integrate with third-party tools, such as monitoring systems, HRIS, and IT infrastructure tools.

• Familiar with Agile and Scrum methodologies, working in collaborative, fast-paced environments to deliver high-quality ServiceNow solutions.

• Expertise in troubleshooting, debugging, and optimizing ServiceNow applications and integrations to ensure high system availability and performance.

• Experience in guiding and mentoring junior developers and administrators in ServiceNow best practices, coding standards, and platform administration.

• Strong understanding of business needs and IT requirements, capable of translating them into effective technical solutions that align with organizational goals.

• Led end-to-end ServiceNow implementations, from requirements gathering and solution design to development, testing, and deployment, ensuring successful go-live experiences.

• Proficient in managing ServiceNow updates and upgrades, ensuring minimal system downtime and maintaining system integrity during version migrations.

• Experienced in developing custom applications and modules within ServiceNow to meet specific business needs, optimizing functionality and user experience.

• Expertise in implementing ServiceNow’s Virtual Agent and chatbots to improve self-service capabilities and reduce support team workload.

• Strong collaboration with cross-functional teams, including project managers, business analysts, and stakeholders, to deliver ServiceNow solutions that meet business objectives and enhance service delivery.

CERTIFICATION

• Certified ServiceNow Administrator

• Certified Application Developer

• Certified Implementation Specialist - Human Resources

• Certified Implementation Specialist - IT

• Micro-Certification - Configure the CMDB

• Micro-Certification - Flow Designer

• Micro-Certification - Service Portal

PERSONAL EXPERIENCE

Senior Technical Consultant

GlideFast Consulting 05-2022 to current

• Implemented and configured the HR Service Delivery module to streamline and automate HR processes such as employee onboarding offboarding and case management.

• Integration of AWS into ServiceNow using API Based integration.

• Synchronized data through bi-directional integration of AWS.

• Worked closely with the AWS team to fully implement the AWS integration (security check for users).

• Tested AWS integration to make sure the organization gained visibility and had access to the AWS environment allowing for better tracking of resources.

• On-boarding automation ensures a new employee has everything they need ready on day one including hardware, software, and security accounts.

• Developed custom portal for pre-hire and Day 1 experience for manager and employee.

• Developed custom HRSD workflows and designed HR case forms to align with organizational requirements and improve efficiency.

• Collaborated with HR stakeholders to gather requirements and implemented self-service portals allowing employees to access HR services and submit requests.

• Utilized HRSD reporting and analytics capabilities to generate actionable insights, track key performance indicators, and optimize HR service delivery.

• Integrated HRSD with other ServiceNow modules such as ITSM and GRC to ensure seamless data flow and cross-functional collaboration.

• Led the implementation of the IT service management (ITSM) module including incident, problem, change, and service request management to improve IT operational efficiency.

• Customized IT service management workflows.

• Check-In /Check-Out Visitor lifecycle, generation of Temporary Photo IDs, storing database, checking existing system to check reports, and modification of policies.

• Custom design solutions and build service catalogs tailored to meet specific IT requirements resulting in improved user experience and faster resolution times.

• Implemented ITSM best practices such as ITIL frameworks to enhance service delivery and ensure compliance with industry standards.

• Conducted regular assessments and audits of ITSM processes to identify areas for improvement and implement necessary changes.

• Developed and maintained knowledge management systems within ServiceNow promoting self-service and empowering users to find solutions to common IT issues Utilized ServiceNow

• Governance Risk & Compliance (GRC) module to establish and manage compliance frameworks risk assessments and control standards.

• Configured and customized GRC workflows risk-scoring methodologies and controlled testing procedures to align with industry regulations and internal policies.

• Collaborated with cross-functional teams to conduct GRC audits and assessments, identified gaps in compliance, and implemented corrective actions.

• Developed and implemented GRC dashboards and reports to provide stakeholders with real- time visibility into compliance and risk management.

• Integrated GRC with other ServiceNow modules such as HRSD and ITSM to ensure compliance across the organization and streamline risk management processes.

• Provided end-user training and support for HRSD, ITSM, and GRC modules enabling employees to effectively utilize the platform and maximize its benefits.

• Participated in ServiceNow upgrade projects ensuring smooth transitions between versions and maintaining module functionality and data integrity.

• Acted as a subject matter expert for HRSD, ITSM, and GRC modules providing guidance and recommendations to stakeholders on best practices and module capabilities.

• Collaborated with ServiceNow administrators and developers to troubleshoot and resolve module-related issues ensuring system stability and performance.

• Stayed up to date with the latest service now features and enhancements related to HRSD, ITSM, and GRC modules actively seeking opportunities for continuous improvement and innovation.

• Spearheaded the implementation and configuration of service now Ham and Sam modules optimizing asset tracking and compliance across the organization.

• Developed and implemented personalized customer service portals utilizing ServiceNow's CSM capabilities, resulting in improved customer engagement and reduced resolution times through targeted self-service options and tailored support pathways.

• Collaborated with stakeholders to define and automate service processes using ServiceNow's CSM workflows, leading to increased productivity and consistency in handling customer inquiries, escalations, and service requests, while also enabling better tracking and reporting of key performance indicators (KPIs) for continuous improvement initiatives. Configured and customized Customer Service Management (CSM) to enhance case management, automated workflows, and improve customer support efficiency.

• Integrated CSM with ITSM, CMDB, and third-party CRM systems to provide a unified view of customer interactions and streamline issue resolution.

• Implemented Omni-Channel Support, Virtual Agent, and AI-driven chatbots, enabling customers to engage through multiple communication channels for faster issue resolution. ServiceNow Technical Consultant

Overstock 07-2020 to 04-2022

• Collaborated with cross-functional teams to analyze end-user requirements and business rules, designing and implementing ServiceNow solutions.

• Customized Incident, Problem, and Change Management applications using UI Policies and Client Scripts to improve user experience.

• Implemented and maintained ServiceNow instances, configuring users, support groups, and assignment rules.

• Set up and troubleshooted Discovery tool, ensuring accurate management of IT assets and configurations.

• Developed and deployed custom Widgets using AngularJS on the Service Portal, enhancing user interface capabilities.

• Created notifications and configured inbound email actions to automate incident and request management processes.

• Designed and developed Service Portal pages, providing end-users with easy access to service requests and applications.

• Implemented ServiceNow IT Service Management (ITSM) applications using ITIL V3 best practices, ensuring efficient IT service delivery.

• Built and maintained custom public-facing HR and onboarding processes, improving HR service delivery and employee experience.

• Designed and implemented a comprehensive Configuration Management Database (CMDB) using ServiceNow to improve IT asset visibility and management.

• Configured IRE rules for handling the insertion and updating of duplicate records.

• Developed custom workflows and integrations to automatically populate the CMDB with up- to-date information from various IT systems.

• Managed the configuration, deployment, and maintenance of the CMDB to ensure data accuracy and completeness.

• Worked with IT Operations teams to design and implement custom dashboards and reports to provide real-time visibility into the health of IT assets.

• Improved incident resolution times by integrating the CMDB with incident management processes in ServiceNow.

• Automated IT asset management processes such as change management, software licensing, and hardware inventory using ServiceNow and the CMDB.

• Worked on 3Cs; Completeness, Correctness, and Compliance of the CMDB.

• Trained and mentored junior developers in CMDB best practices and methodologies.

• Managed successful upgrades of the ServiceNow platform from Eureka to Geneva, and from Geneva to Helsinki.

• Designed and coded highly complex multi-process workflows, optimizing IT service delivery and process efficiency.

• Implemented LDAP integrations with the ServiceNow platform, ensuring seamless user authentication and data synchronization.

• Developed and deployed HR reports to track and manage HR cases, improving overall efficiency and effectiveness.

• Created and used Update Sets to migrate customizations between ServiceNow instances, ensuring consistency and scalability.

• Created, managed, and deleted user accounts in various systems ensuring appropriate access and security levels were maintained.

• Configured and maintained user roles and permissions to ensure compliance with organizational policies.

• Monitored system performance, availability, and security, resolving any issues promptly to minimize downtime.

• Performed regular system updates, patches, and backups to ensure data integrity and system security.

• Developed and enforced IT policies and procedures to enhance data security and compliance with industry regulations.

• Regularly reviewed and updated administrative policies to align with organizational changes and technological advancements.

• Provided first-line technical support to employees, troubleshooting hardware and software issues efficiently.

• Assisted in the setup, configuration, and maintenance of computer systems and peripheral equipment.

ServiceNow Technical Consultant

Wayfair 04-2017 to 06-2020

• Developed and configured ITOM (IT Operations Management) processes in ServiceNow, including Discovery, Event Management, and Service Mapping, to improve operational visibility.

• Customized and implemented ServiceNow Discovery to identify and map IT infrastructure components, ensuring accurate and up-to-date data in the CMDB.

• Designed and developed Event Management policies and alerts to automate incident creation and notification processes based on critical system events.

• Integrated ServiceNow with third-party monitoring systems (e.g., SolarWinds, Nagios) for real- time event correlation and response automation.

• Developed and maintained ServiceNow’s Configuration Management Database (CMDB), ensuring the accuracy and completeness of configuration items (CIs) and their relationships.

• Implemented Service Mapping to visualize and map business services, ensuring alignment between IT infrastructure and business services for impact analysis.

• Integrated ServiceNow CMDB with various IT management tools to ensure accurate and consistent data across the enterprise.

• Automated CMDB population and updates through Discovery and integration with external sources, reducing manual effort and improving data accuracy.

• Configured and managed the IT Asset Management (ITAM) module in ServiceNow to track, manage, and report on the lifecycle of IT assets, from procurement to retirement.

• Worked closely with the asset management team to ensure compliance with software licensing and vendor contracts through ServiceNow ITAM integration.

• Developed custom workflows and business rules to automate asset lifecycle processes such as procurement, deployment, and disposal within ITAM.

• Implemented and customized software asset management (SAM) processes, ensuring compliance with software entitlements and optimizing license usage.

• Designed and developed integrations between ServiceNow and financial systems for seamless tracking of hardware and software assets and related financial data.

• Configured and optimized CMDB relationships to provide a comprehensive view of dependencies between IT assets, services, and business functions.

• Developed custom reports and dashboards to provide visibility into asset utilization, lifecycle status, and cost analysis for ITAM and CMDB data.

• Created automated data import/export processes for CMDB and ITAM using web services and integration tools, ensuring data consistency across systems.

• Worked with ServiceNow’s MID Server to facilitate discovery and integrations for systems not directly accessible via the internet.

• Configured and maintained Discovery probes and sensors to scan for a wide range of devices and applications, ensuring comprehensive asset tracking.

• Developed and deployed automated change management workflows to ensure IT asset changes are properly tracked and aligned with business needs.

• Implemented ITOM functionality to monitor and manage the availability, performance, and health of infrastructure components, improving IT operations.

• Integrated ServiceNow with cloud management platforms (e.g., AWS, Azure) to track cloud assets and services, ensuring visibility across hybrid environments.

• Collaborated with IT security teams to integrate vulnerability scanning tools with ServiceNow for automated creation and management of security incidents and remediation tasks.

• Developed and configured cloud service mappings to ensure accurate visibility into cloud- based resources and services for better ITOM management.

• Performed regular audits and data validation tasks to ensure the quality and reliability of CMDB data, improving the overall effectiveness of ITOM processes.

• Worked with stakeholders to define and implement CMDB data governance policies, ensuring that data is managed, maintained, and utilized effectively for decision-making. ServiceNow Developer

AT&T 05-2013 to 03-2017

• Designed and implemented ITSM processes in ServiceNow, including Incident, Problem, Change, and Service Request Management, to streamline IT service delivery.

• Developed custom workflows and business rules to automate the end-to-end lifecycle of incidents, requests, and changes in alignment with ITIL best practices.

• Customized ServiceNow’s Incident and Problem Management modules to enable seamless collaboration between IT teams and reduce resolution times.

• Integrated ServiceNow with third-party monitoring tools to automatically create incidents based on system alerts, improving incident response time and minimizing manual intervention.

• Configured and maintained ServiceNow’s CMDB to ensure the accurate tracking of Configuration Items (CIs) and their relationships with business services.

• Implemented automated Discovery and Service Mapping processes to populate the CMDB, ensuring real-time updates and reducing manual data entry.

• Developed custom reports and dashboards in ServiceNow to provide detailed insights into incident, problem, and change metrics, aiding decision-making for IT operations.

• Worked with IT stakeholders to ensure CMDB data quality through regular audits, data validation processes, and integration with other IT management tools.

• Integrated HRSD processes within ServiceNow, allowing employees to submit HR-related service requests and track the status of their HR inquiries via the Self-Service Portal.

• Customized HR Service Delivery (HRSD) workflows to automate key HR processes such as onboarding, offboarding, and employee requests for benefits or payroll information.

• Designed and implemented automated approval workflows for HR service requests, reducing manual intervention and speeding up response times.

• Integrated ServiceNow HRSD with external HR systems (e.g., Workday, SAP) to streamline employee data management and improve cross-system data accuracy.

• Configured the HR Service Portal to provide a user-friendly interface for employees, enhancing their ability to quickly resolve HR-related issues.

• Developed and optimized ServiceNow Knowledge Management in both ITSM and HRSD, enabling employees and HR teams to access a centralized repository of self-help resources.

• Implemented role-based access controls (RBAC) in HRSD to ensure sensitive employee data is protected and only accessible to authorized HR personnel.

• Automated HR case management by configuring HR workflows to track the resolution of employee queries and ensure compliance with internal policies and procedures.

• Integrated HRSD with ITSM to enable a unified service delivery platform, allowing seamless handoffs between HR and IT teams for cross-departmental requests.

• Assisted with the development and management of employee experience surveys within HRSD, gathering feedback to improve HR service offerings.

• Collaborated with HR teams to understand business needs and implement tailored HRSD solutions, ensuring the platform meets the unique requirements of the organization.

• Configured HRSD notifications and reminders to keep employees informed about the status of their HR requests, improving communication and user satisfaction. PHP / MySQL Developer

Wells Fargo 06-2012 to 08-2013

• Developed dynamic, data-driven web applications using PHP and MySQL, ensuring seamless integration between the front-end and back-end systems.

• Designed and optimized complex MySQL queries and stored procedures to improve application performance and data retrieval efficiency.

• Built and maintained secure, scalable, and high-performance web applications using PHP frameworks such as Laravel, CodeIgniter, or Zend Framework.

• Integrated third-party APIs and services into PHP applications to extend functionality and enhance user experience.

• Developed custom PHP scripts for data processing, form handling, and content management to support business requirements.

• Managed database schema design, including tables, views, and indexes, ensuring high availability, consistency, and security of data.

• Implemented data validation and error handling mechanisms in PHP to ensure secure and reliable data processing.

• Utilized MySQL performance optimization techniques such as indexing, query optimization, and caching to ensure faster load times and efficient resource usage.

• Collaborated with cross-functional teams, including front-end developers and UI/UX designers, to deliver robust and user-friendly web applications.

• Troubleshot and resolved technical issues related to PHP/MySQL applications, providing efficient solutions to enhance functionality and user experience. EDUCATION

Queens College, City university of New York 06-2021

• B.A: Political Science

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