Home

Aziz k - ServiceNow Developer/Admin

[email protected]

Location: Albany, Ohio, USA

Relocation: YES

Visa: OPT-EAD

PROFESSIONAL SUMMARY: Over 9 years of experience as an IT Professional in IT Service Management (ITSM), Service Now Developer and Administrator with extensive experience on technical implementation of various Service Now ITSM, ITOM and ITAM Modules. Service Now Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Change Management, Knowledge Management and Release Management. Extensive experience implementing Configuration Management Database (CMDB) using Service Now Discovery, and the relative Asset Management. Involved in managing system configurations, gathering, and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for Service Now platform. Excellent hands-on Configuration and customization of modules Change/Incident/Problem Management Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships. Used JDBC and ODBC of Data Sources for setting up the configuration database in Service Now. Experience developing Service Now applications from business requirements and technical design documents. Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies. Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory and LDAP Hands on experience with UI Actions, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Pages, Script Includes, ACL's etc. Expertise in administering ServiceNow modules with, Access Control Lists, Email notifications, Scheduling Reports, Roles, Groups, Defining SLA s, User Administration, Update Sets, Service Catalogs. Experienced in Configuring Email Notifications and Scripting Inbound Email activities using triggering conditions. Worked on creation of workflows, Flow Designer for Service Catalog items in ServiceNow. Immense understanding in SDLC, Experience in Requirement Gathering, Scrum, Sprints, Sprint Planning, UAT, Creating Stories. Successful in upgrading versions, upgrade monitor, upgrade plan, cloning and clone scripts with a proper documentation. Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates. Experience in Client Script/Calling server-side code using Glide Ajax in Client Script. Customized Scripting on Service Catalog/Email Template/Workflow script. Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API. Expertise in configuring and setting up Service Now (ITSM) Information Technology Service management application, including the maintenance and support in the implementation of all modules. Expertise in utilizing REST/SOAP API integration calls. Proficient in implementing ServiceNow projects following industry-standard methodologies such as ITIL, AGILE and WATERFALL ensuring alignment with organizational goals and best practices. Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and multi-tasked environment. TECHNICAL SKILLS: ITSM Tools ServiceNow Kingston/London/Madrid/Quebec/Utah, Service Desk 7.6.4, Service Request Management 2.1/2.2/7.6, Remed Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine Proxy tools & Add-ons Burp Suite, Nessus, Nmap, Live HTTP header Specialties ServiceNow, ITIL. Languages C, C++, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX. Scripting Language JavaScript, Jelly Script Database Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB Database Tools TOAD, SQL*Plus10g/9i. Web Technologies PHP, XML, HTML, Java, Java Script Operating System UNIX, Linux and Windows Packages MSOffice (Word, Access, Excel Outlook and PowerPoint). FUNCTIONAL SKILLS: Management / Leadership Skills Tactical Planning for Timely Delivery. Initiating processes like peer code review in the team. Training &Development Provided Service Now Admin training to internal team. PROFESSIONAL EXPERIENCE: Client: TIAA, Charlotte, NC Jan 2023 Till date Role: Senior Service Now Developer TIAA (Teachers Insurance and Annuity Association of America) is a distinguished financial services organization renowned for its steadfast commitment to addressing the unique financial needs of professionals dedicated to serving others in the academic, research, medical, and cultural sectors. With over a century of experience, TIAA stands as a beacon of trust and reliability, offering tailored financial solutions designed to empower individuals and institutions within these esteemed fields. Responsibilities: Creating Service Catalog, ITIL processes, ITAM and Request Workflow Design and Configuration. Working on ServiceNow studio for application development. Configuring Email Notification and Alerts to notify users about specific activities in the system. Experience in creating order guides, Record producers as per the requirement. Development of ITAM and process flow documentation. Writing client-side scripts according to requirements. Providing analysis of problems while working toward solution to technical issues. Creating of Business Rule, UI action by using Glide Script. Managing client scripts, UI policies, UI actions and Data policies. Moving data in and out of an instance using import sets and transform maps and auto import of data into service now. Experience in working with UI Actions, UI Policies in ServiceNow. Creating CMDB baselines for CI s, CMDB Classes Tables and Relationships. Experience in Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Integrating ServiceNow with JIRA. Good knowledge of ITIL V3 and ITSM best practices. Experience building, configuring, and designing the ServiceNow based ITOM and ITSM solutions. Change management experience using Update Sets, Import Sets in ServiceNow. Experience in integrating ServiceNow with 1 or more of the following ITOM / ITSM systems. Design, configure, and deployment of ServiceNow ITOM modules leveraging industry best practices and standards. Experience in working with the workflows using ServiceNow workflow editor, defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Experience with ServiceNow integration using SSO, LDAP, MS Active Directory, and web services integrations. Working on integrating ServiceNow with external SOAP and REST based web services. Day to day administration, support, maintenance to develop solutions in snow and providing support within the admin team. Creating transform maps for importing CMDB data. Co-ordinating and distributing tasks to offshore and onshore teams. Customization of Incident Management Application. Created Gantt charts for various Project Portfolios. Involving in various ServiceNow customizations as per client s requirements. Creation of assignment rules and Custom Related Lists Working on custom application in Asset Management. Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request. Developing Automation workflows using ServiceNow orchestration. Using Agile methodologies. Participating in meeting with SME s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies. Good knowledge on how to impersonate users. Client: Microchip, Hyd, IND Oct 2020- June 2022 Role: Senior ServiceNow Developer Responsibilities: Well versed with Scrum and Agile methodology. Hands on experience in creating Users, roles, and User Groups. Implementation, Customization and Maintenance of ITSM modules such as Incident, Change, Problem, Knowledge, Service Catalog in ServiceNow. Ability to lead and manage a wide variety of design and development projects in both team and independent situations. Experience with Agile methodologies. Design and develop solutions for customer service management to address business needs. Experience in creating Order guides from start to end. Maintains current knowledge of rapidly changing technology, always on the lookout for new technologies, and works with management to evolve current processes. Create new workflow and process for new Service Catalog Item in ServiceNow. Create and use update sets to move customizations between systems. Experience in writing Onload, On Change, On Submit Catalog client scripts and UI policies to make client-side changes and created the UI pages to use them in catalog items, implemented using UI scripts. Hands on experience in web development using JavaScript. Used Scrum/SDLC module in ServiceNow explicitly for the development of ServiceNow. Defined and met standards for implementations in ServiceNow to ensure consistency and supportability of customizations. Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, and easy to use. Maintaining service level agreement (SLA) and monitoring an SLA workflow. Configuring Permission Roles and Access Rights to the support staff. Experience with installing, configuring, and resolving issues with most of the following ServiceNow Modules: Incident, Problem, Change, Knowledge, Configuration Management Database, SLA, Content Management System, Upgrade, SDLC Module. Conducted daily Stand Ups on updates and discussing the solutions. Client: Life Insurance Corporation, Hyd, Ind Apr 2017- Sep 2020 Role: ServiceNow Developer/Admin Responsibilities: Worked on various ITSM applications in Service Now like Incident management, Change management and Problem management, Service Catalog, CMDB and Reporting. Worked on many Server-Side Scripts, Client-side Scripting, UI Actions, and several business rules. Creating roles that provide selective access to Service Now and then assigning these roles when user needs to access a particular functionality. This helped a lot in maintaining privacy between users and the system. Wrote many inbound email actions to ease the work of creating incidents from an inbound email. Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand and calculated the lead time using custom table. Created a whole different workflow and ACL for the change management process and elevated roles for the change manager. Worked on GRC module by assessing the Risk Management and Policy and compliance management. Created many custom workflows to drive the process in a defined manner and set the approvals along the path. Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal. Customized the widgets in Service Portal and created login rules for people with no roles and no groups to be redirected to portal on login. Configured LDAP Server and LDAP Listener for updating the user and group table record. Worked on CMDB that involves importing the data and establishing the relationship between multiple Cis. Configured multiple forms for Asset module using Configuration Management Database. Worked on integration of third-party applications into Service Now using APIs and Webservers. Experience on working with Script Includes and Scripted Web Services. Worked with Finance team in developing an application to automate the process. Worked on UI Macros to create pages as templates. Worked on loading the data into Service Now using import sets. Develop and manage application code, user interface, and third-party integration components. Client: Grape soft Solutions, Hyd, IND Dec 2013 Mar 2016 Role: Service Now Developer/Admin Responsibilities: Responsible for day-to-day management within the platform. Created Business rules, UI policy and UI actions in custom page. Good knowledge on how to impersonate users. Created and supported an ACL. Catalog development from start to end including creating categories, catalog items, variables, and variable sets as per user requirement. For service consultation, implementation, and design involved in requests, managing tickets, and created service which provides complete set of functions to define different types of requests. Worked together with the project team and on-site business members to collect and review various functional and design requirements. Created Users, Roles, and Groups and configured LDAP server to update User and Group table records. Importing data from external sources like excel sheets using Transform maps. Well versed with Scrum/Agile development methodology. Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support. Utilized form builder, business rules, catalog items, record producers, Multi row variable sets, agent workspace, customer management system, page builder. Use of Import Sets for data loading from external files or databases to the SNOW instance. Created multiple Flows and Workflows for Change Process and different Catalog items. Keywords: cprogramm cplusplus continuous integration user interface information technology microsoft procedural language Colorado North Carolina