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Chan Shaik Munaff - ServiceNow Consultant

[email protected]

Location: North Brunswick, New Jersey, USA

Relocation: Remote

Visa: H4

Chan Shaik Munaff ServiceNow Consultant 571 344 5533 [email protected] North Brunswick, NJ Remote H4 SUMMARY A technically sophisticated individual with 9+ years of experience in software design, development, and maintenance of IT applications. 5+ year of experience in ServiceNow platform administration, support, development, and implementation of ITSM and Service Portals. Hands-on experience in Service catalog design, and Knowledge Base administration. A process-savvy in Enterprise IT Service Management processes along with strong knowledge of ITIL, and SCRUM/Agile framework for the software development process. A Qualified IT Professional with over 5 years of experience as a ServiceNow developer/administrator in Designing, Configuring, Administering, Scripting, Customization, Deployment, and Integration of the ServiceNow ITSM platform, Performance Analytics. Direct hands-on experience on various IT Services of ServiceNow tools like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services. Done ServiceNow implementation for ITIL processes for ITSM (Incident, Problem, Change, Release, Asset and Knowledge Management) ITOM (ServiceNow Discovery, Service Mapping, Orchestration, CMDB and event Management Design and develop Service portal pages as per business requirements. Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog. Experienced in ServiceNow platform as both Developer and Administrator. Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flows. Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships. Experience in Manipulating, Loading, and maintaining data between ServiceNow and other systems. Experienced in implementing SecOps using Vulnerability management tools. Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow. Experience in handling tables on CMDB and had a profound knowledge and experience on DISCOVERY. Experience in configuring the SLAs for various ITIL processes as per the client requirements. Experience in functional knowledge and implementation of ITSM frameworks. Experience in development of Incident, Service Catalog and Orchestration workflows. Experience developing CMS and on creation of Workflows for Service Catalog items in ServiceNow. Work ethics, self-motivated, quick learner and team oriented. Excellent communicator with excellent work ethics, self-motivated, quick learner and interpersonal TECHNICAL SKILLS: ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asset Manager Special Software: ServiceNow (New York, Orlando, Paris, Quebec, Rome, & San Diego), JumpCloud (Directory Services, Active Directory), JIRA Programming Languages: HTML, CSS, JavaScript, Ajax, MySQL Databases: MySQL, MSSQL Certifications: ServiceNow Certified System Administrator ITIL v4 Foundation JumpCloud Core Administrator PROFESSIONAL EXPERIENCE Client: iStreet Labs, Remote July 2021 Till Date Role: ServiceNow Developer Working with client and functional requirements within ServiceNow. Facilitating rollout of new applications and modules. Handled multiple upgrades between various versions. Assist in the definition of business requirements and provide definitions and updates of system design documentation. Designed and Implemented Workflows, along with standard Workflow templates, which can be reused. Implementing ITOM to get visibility to Infrastructure and Services using Service Mapping, Discovery, and Event Management efficiently. Identifying Service impacts through Event Management of ITOM process to Configuration Items. Handles implementation and administration of the ServiceNow including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing. Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports. ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases. Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery Created Schedules reports and sends out a timely Email reports to the Stakeholders. Implemented two-way RESTful API Integration with various applications in Department. Updating all the User information form Active Directory of the DSS. Worked on multiple integrations like CG4 for Asset Management, Zenoss for Event Management, Demisto, Kenna for Vulnerability management of assets. Automated the SecOps to create automated Incident through Vulnerability tools. Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Documented all implementations and best practices defined within team. Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases. Created new Business Rules/Script Includes/Client catalog script/Client Script. Created transform maps for importing CMDB data. Written script includes and invoked them in business rules and client scripts Imported Active Directory to Service now using data sources. Created data sources and loaded the ServiceNow tables with different data formats Created transform maps both automatic field mapping and scripting Also worked on Asset Management and loaded the data into it. Environment: ServiceNow, Asset Management, Service Portal, Incident Management, MIM, Problem Management, HTML, Java script, CSS, CMDB, RESTful API, Active Directory, CG4, SecOps, Zenoss and Demisto Integrations. Client: Little Caesars Pizza Remote, USA April 2019 May 2021 Role: ServiceNow Developer Responsibilities: Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. Development of Service catalog, which includes creating new catalog items, designing workflows and execution plans. Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps. Created functional and technical specifications documents for various Service Now modules. Coordinating the instance upgrade activities. Configuring Incident and Knowledge Management, and Web Services Integration. Created various Business rules, Script includes Client Scripts, UI Policies, UI Actions and Data Policies. Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. Created many Users, Group s, involved in assigning specific Roles the User s, Group s, and managing them. Changes of Various Access Controls using ACL. Creation and modification of various jobs scheduling. Participated in creating and modifying of various Email and Application Templates. Worked on CMDB from the scratch. Created CI relationships and Suggested CI Relationships. Configured multiple forms for Asset module using Configuration Management Database. Created workflows for Standard catalog items, Non Standard catalog item and Change approval process. Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5. Created and managed SLA definitions for different Service Groups. Created Business rules supporting various email, notifications, and tables. Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka. Exporting and Importing tables, workflows, update sets data from one instance to the other. Environment: ServiceNow Fuji, Geneva, Eureka, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, CSS, HTML 5, Workflows and Sub flows. CBSi, Sunrise, FL Feb 2018 Mar 2019 Position: ServiceNow Developer Roles & Responsibilities: Responsible for gathering requirements and customizing for CTI integration for organization from the scratch. Created and Maintained foundation data - User Accounts, Approvers, Support Groups. Create new Service Catalog requests and items with variables. Developed UI Appearance for Service Catalog Requests. Designed Workflows, along with standard Workflow templates, which can be reused. Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports. Involved in implementing the CMDB with Discovery and Service Mapping. Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting. Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM. Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module. Created complex transform scripts in transforming the data into the SNOW database. ServiceNow application development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports. Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform. Working on the functionality of Inventory Management plugin into Asset Management. Developed automated mappings to schedule the load flat files on daily, weekly& monthly basis. Environment: ServiceNow, Service Watch, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, jQuery, ServiceNow Portal. Client: PharMerica, Louisville, KY Jan 2015 - Jan 2018 Role: QA Analyst Modules worked on: Automotive, Salesforce & BOND (E-Commerce- Web Application) Internet Brands is a media company based in El Segundo, California that operates online media, community, and e-commerce sites in vertical markets. Cars Direct is the leading multi-brand online car buying service, providing new and pre-owned automobiles and services. Development of Test Automation Framework Using, Selenium, Java Identifying the functional gaps in use cases and interacting with the Onsite team for the confirmation of changes Reproduce complicated or not well described issues & validating the data in DB Involved in peer reviews and knowledge sharing sessions with Onshore and extended the support to cross application teams. Acted as a SPOC in consolidating test data needs, coordinating and collecting the data from Onshore team (Client/BA). Automation of User Stories by picking the Current Sprint User Stories from the Jira Dashboard. Involved in preparing the reports like ROI (Return on Investment), Effort estimation template Automation Strategy reports, Weekly Status Reports, Monthly Status Reports Walkthrough the application functional requirements Getting clear understanding of the work and assigning to the Offshore resources Creating the Strategies for the accomplishment of the work to be done Clarifying Offshore on any queries with respect to UI Automation, Performance Testing and Security Testing. Reporting and tracking the bugs in bug tracking tools like Bugzilla and Jira. Conducting Demo s to the Client on the developed scripts. Prominent in updating, consolidating various status reports like DSR, WSR and updating Traceability Metrics. Environment: SOAP UI, Bugzilla, Postman, QC, Test Rail, Selenium, TestNG, Junit. Keywords: continuous integration quality analyst business analyst user interface javascript database information technology hewlett packard Florida Kentucky New Jersey