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Asra Fatima - ServiceNow Admin & Developer

[email protected]

Location: San Jose, California, USA

Relocation: No

Visa: USC

Asra Fatima USC [email protected], +1 7577433335 Professional Summary IT Professional with 6 years experience as Sr. ServiceNow Admin/Developer/Systems Engineer. Have a good hands-on experience in implementing Business rules, Script includes, Client Scripts, Email Scripts, inbound Email actions, Flow Designer, UI actions, UI pages, predictive Intelligence, Integration Hub ETL Framework. Have implemented Predictive Intelligence Machine Learning Solutions in current Project. Having hands on experience in Flow designer. Have worked in Upgrade and cloning of ServiceNow platform. Recently (Jul 2021) completed upgrade successfully by following the necessary prerequisites and steps that are required for standard upgrade process. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional. I have implemented the Virtual Agent chat setup with Teams ad also worked on creating the Virtual agent topics using NLU. Experience in working on design, implementation, development, maintenance and support as a ServiceNow Developer ITSM platform to meet business needs. Worked in ServiceNow Integrations with third party tools and LDAP integrations. Have worked in Performance Analytics Reports and Dashboard creations. Have worked in developing Service Catalog items, Record producers Worked on Incident Management, Service Request Catalogs, Knowledge Management, Change Management, Problem Management, CMDB and Service Portal, CSM, Demand management etc. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional by implying all security standards followed in PayPal. Worked on understanding the customer pain points and providing the best generic solutions to the customers from the current process they are following related to the Modules that we have in ServiceNow like ITSM, ITOM, ITBM, Predictive Intelligence, Performance Analytics dashboards etc. Have done a complete design document with all technical specifications and post Architectural team s approval have implemented them in the Application. Have given many generic solutions like setting up a generic inbound email action which can convert incoming emails to corresponding ticket types based on email ID and implemented same with one single inbound action. Having hands on experience in Flow designer. Have implemented the Integration Hub ETL Framework for the customer where connected many third-party tools to populate data in CMDB using the ETL framework along with classes and relationships setup. Have hands on experience in server-side scripting. Skills Summary Languages Known: Java, C++, Java scripts. Applications and Software: Microsoft Exchange 2007, 2010, 2013, Exchange 2016, Exchange Online, Lync 2013, Lync 2015, SharePoint 2013/2010/2007, Office 365, Skype, Skype-for-Business, Outlook Client, Outlook OWA, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Certification ITIL V3 Foundation Certification ServiceNow Administration Certificate Work Experience Apogee, Atlanta March 2018 - present ServiceNow Admin come Developer Managed the implementation of ServiceNow across multiple business units and ensured that all projects were delivered on time, within budget, and to a high standard. Provided technical support for users in relation to the use of ServiceNow including training, problem solving, and issue resolution. Developed relationships with stakeholders at various levels throughout the organization to ensure effective communication during project delivery. Assisted in developing new processes using existing tools or introducing new solutions when required by liaising closely with other teams involved in delivering projects. Worked on Service Portal configurations and able to identify issues related to upgrade/other breaks in Service portal and fix those issues on time. Worked on Import sets, Data sources and Transform Maps as per the client requirement. Worked in scheduled jobs developments as per client requirement. Worked on sprints for different applications like Service Catalogue, Incident, Problem, Change Configuration Management. Single point of Contact providing L1 and L2 support co-ordination to more than 27 customers using CCM.Net application for ITSM Modules. Requirement Analysis, Configuration as per Client s Requirement, providing support to the existing functionality. Involved in implementing client-side functionalities using java script. Integration Experience on the Service Now versions Jakarta and Istanbul. Worked on different bug fixes within Incident Management, Change Management, Knowledge Management and Problem Management. Activating plugins like Performance Analytics (PA), Key performance indicators (KPI) of incident and problem management as recommended by ITIL. Performed Data migration to import data from other applications and external databases. Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow. Strong in Problem Solving Skills. Created and customized various front-end forms. Experience in working on design, implementation, development, maintenance and support as a ServiceNow Developer ITSM platform to meet business needs. Worked in ServiceNow Integrations with third party tools and LDAP integrations. Have worked in Performance Analytics Reports and Dashboard creations. Have good understanding and experience in working on Development with following ITSM and other modules: Service Desk Incident Management Service Catalogue Management Problem Management Knowledge Management Change Management Service Level Management Service Portal Demand Management Subscription Management 3rd Party Integrations Virtual Agent Setup Agent Chat Predictive Intelligence Performance Analytics CSM Integration Hub ETL Framework Have worked in developing Service Catalog items, Record producers and Order guides Set up Response and Resolution SLAs for different Business Partners. Maintaining SLA/OLA/UPC. Worked on Various Web Services Integrations like Inbound and Outbound using SOAP and REST APIs. Worked and having knowledge on Email Integration Techniques. Implemented Email filters for incoming emails in Service Now. Access Control Rules(ACL) for securing and providing the right access to right person/role. Good experience on working with Database views, UI Policy, Creating / Updating the service catalogs or catalog items into the Employee self-service portal (ESS portal). Created login pages to ESS portal. Involved in Creation and modification of various UI Policies, Data policies, Client scripts. Business Rules, Script includes, UI Actions. Created Update Sets to migrate customizations from one instance to another instance. Created various SLA Definitions as per client requirement with the Incident Management applications. Created Email Templates and Email Notifications. Designed Workflows, along with standard Workflow templates which can be reused. Gathered requirement from stake holders for attributes needed to develop Service Catalog items. Creating / Modifying the Knowledge base articles with workflows and their approval process. Supported the team rionsible for the implementation and administration of the Service Now. Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple Service Now modules. Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the Service Now platform. Environment: JavaScript, JOuery, Java, Html, CSS, Glide Script, MySQL, ServiceNow, Web Services, Chat, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service catalogs, Ess portal. Education Bachelor s Degree in Computer Engineering Irvine valley college / Irvine Keywords: cplusplus user interface business intelligence active directory information technology Colorado Idaho Pennsylvania