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Click here or scroll down to respond to this candidate MUHAMMADALI IBRAHEMhttp://LINKEDIN LINK AVAILABLECAREER ROADMAPMy career objective is to become a ServiceNow architect with a deep understanding of machine learning, combining the power of both disciplines to create intelligent and transformative solutions that drive business growth and deliver exceptional value to clients and end-users. With a focus on scalability, reliability, and maintainability, I aim to design ServiceNow solutions that seamlessly integrate machine learning models and technologies.
CAREER SUMMARYAs a highly skilled IT professional, I specialize in ServiceNow development and implementation, with expertise in modules like ITSM, ITOM, ITBM, and HRSD. I bring proficiency in Change Management, Incident Management, Problem Management, Asset Management, and Service Catalog. Proven expertise in executing Software Asset Management (SAM) engagements, optimizing software licensing, and driving cost savings. Skilled in analyzing SAM processes, implementing best practices, and providing strategic support for contract negotiations, license audits, and IT budgeting. I utilize diverse tools, including Business Rules, workflows, Client Scripts, and UI Actions, alongside leveraging web services and adopting modern software engineering practices, I strive to deliver cutting-edge ServiceNow solutions that optimize business processes, enhance user experiences, and drive organizational success.
ACCOMPLISHMENTSSuccessfully integrated ServiceNow with Azure and other third-party tools, enabling seamless data exchange and streamlining operations across multiple platforms. This integration enhanced overall system functionality and improved efficiency.Played a key role in implementing Human Resources Service Delivery (HRSD) modules within ServiceNow. By automating HR processes and enhancing employee self-service capabilities, I significantly improved the HR service experience, resulting in increased productivity and satisfaction among employees.Designed and developed a fully customized Portal for a client, leveraging ServiceNow capabilities. This included widget customizations, page creation, and micros implementation. The result was a user-friendly and intuitive portal that optimized user experience and facilitated easy access to relevant information and services.Designed and implemented comprehensive IT Service Management and IT Operations Management solutions within ServiceNow. This involved streamlining processes, automating workflows, and improving the overall efficiency of IT operations. The implemented solutions resulted in reduced incident resolution time, improved service.PROFESSIONAL EXPERIENCELowe's Companies, Inc.
Senior ServiceNow Developer/ Lead (ITSM, ITOM, CMDB, HRSD)Remote Morrisville, NC | Jun 2019- June 2024(5 years) Lowe s Companies, Inc. is a multinational retail corporation that operates a home improvement and appliance store chain. Lowe's is one of the largest home improvement retailers globally, with a strong presence in the United States, Canada, and Mexico.
WORK REQUIREMENTS
As a ServiceNow Developer with Lowe's Companies, I require to translate business requirements into functional requirements, configure and maintain various ServiceNow modules, integrate databases and CMDB, and collaborate with stakeholders to enhance ITSM tools and build web services. I designed and configured workflows for change management, service catalogs, and SLAs, and developed widgets for the Service Portal.
RESPONSIBILITIES Implemented risk management strategies that reduced project risks and improved overall portfolio resilience. Successfully integrated ServiceNow ITSM with other modules such as CMDB, Asset Management, and Knowledge Management to establish comprehensive service delivery frameworks. Designed and implemented Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) in ServiceNow ITSM, optimizing service performance and ensuring adherence to business objectives. Developed advanced workflows and automation scripts using ServiceNow ITSM to improve efficiency, reduce manual effort, and enhance overall service management capabilities. Led initiatives to customize ServiceNow ITSM user interfaces and dashboards, providing stakeholders with intuitive and actionable insights into service performance and operational metrics.
Utilized ATF to perform stress tests on HRSD applications, identifying performance bottlenecks and collaborating with developers to optimize system performance under high-load scenarios. Identified, diagnosed, and resolved issues in HRSD processes through systematic ATF testing, reducing downtime and improving user satisfaction Generated detailed reports and documentation from ATF executions, providing actionable insights to stakeholders and supporting continuous improvement in HR service delivery Developed and maintained strong relationships with key stakeholders, ensuring clear communication of portfolio priorities, progress, and challenges. Designed user-friendly and responsive interfaces for the Service Portal using ServiceNow s Service Portal framework. Developed custom widgets, pages, and themes to align with the company s branding and user experience standards. Implemented access controls and role-based permissions to ensure secure and personalized access to the portal. Spearheaded the architectural design and development of complex ServiceNow solutions, aligning them with business objectives and ITIL best practices. Involves ServiceNow platform development and administration tasks, indicating your proficiency in configuring and maintaining the ServiceNow environment. Managed the organization s Flexera CMDB, overseeing the integration and normalization of software and hardware asset data to support compliance and cost optimization initiatives. Developed comprehensive documentation for processes, workflows, and configurations, facilitatingKnowledge transfer and compliance. Customized and configured SPM components to accommodate diverse service offerings, providing clients with a tailored solution that meets their unique business requirements. Conducted thorough analyses of the existing service portfolio to identify areas for improvement and optimization. Developed and maintained comprehensive reports and dashboards for stakeholders, providing insights into asset lifecycles, usage patterns, and potential savings. Implemented robust categorization structures to enhance service visibility and accessibility, facilitating improved decision-making. Experience with managing release and version upgrades in ServiceNow, including activities such as scheduling, cloning, and data migration. Provided ongoing support and troubleshooting assistance to HR teams and end-users, resolving system issues and inquiries in a timely manner. Contributed to continuous improvement initiatives by suggesting and implementing enhancements to HRSD configurations and workflows based on user feedback and industry best practices. Develop ServiceNow Business Rules, Includes, UI Actions, and Scheduled Jobs. Configure and maintain ServiceNow CMDB, Asset Management (HAM, SAM, ITAM), and ITOM functionalities. Ensure accurate and up-to-date configuration data, perform regular audits, and optimize system performance. Played a pivotal role in enhancing the Configuration Management Database (CMDB), ensuring data accuracy and comprehensive asset management. Implemented and integrated ServiceNow modules/applications CMDB, Discovery, MID Server using LDAP, JDBC, SSO, REST API, etc. Contributed to the development of CMDB policies, processes, and knowledge base, establishing robust governance. Administered and configured ServiceNow to meet organizational requirements. Provided maintenance and support for existing ServiceNow implementations. Structured and streamlined the processes by developing custom workflows using flow design and co-ordinate with Project Managers, Business Analysts. Designed and configured new Service Portals from scratch to improve the User Experience by using Widgets, Macros, UI pages, UI Policies, and Actions. Led the design, configuration, and implementation of ServiceNow CSM modules to streamline customer service processes. Integrated ServiceNow CSM with third-party systems like CRM and ERP to ensure seamless data flow and improved customer insights. Designed Service Catalog for IT & HR departments using Out of Box configurations such as Variable Sets, Business Rules, Client Scripts, Scripts Includes Developed various Dashboards, Visual Task Boards, Reports, KPIs, and other performance analytics, by utilizing ServiceNow out-of-the-box features. Enhanced incident and problem management processes by integrating CSM with ITSM modules, ensuring faster resolution and improved customer experience. Work with process owners for Asset Management, Purchasing, and Business Management (ITBM) to understand current processes and procedures and provide solutions using ITSM.
Used semantic HTML5, well-supported CSS3, and JavaScript to create rich, responsive experiences for our clients; Websites, and applications, optimized for their users.
Cleveland Clinic.
Senior ServiceNow Developer (ITSM, HRSD)Remote Cleveland, OH | December 2017 April 2019 (1.5 years) Cleveland Clinic is a renowned nonprofit academic medical center located in Cleveland, Ohio, United States. It is one of the largest and top-ranked hospitals in the country, known for its exceptional patient care, advanced medical research, and medical education.
WORK REQUIREMENTSAs a ServiceNow Developer, I have to develop forms, workflows, and synchronization between Problem, Incident, and Change modules. My work aligns with ITIL s best practices, ensuring adherence to industry standards. I have actively participated in updating the out-of-the-box Human Resource module within (HRSD) based on valuable client feedback. By carefully considering the input received from clients.
RESPONSIBILITIES Facilitated seamless migration of update sets between ServiceNow instances, ensuring that configuration changes and customizations were effectively transferred to maintain consistency and track ability. Played a key role in evaluating, selecting, configuring, and deploying ServiceNow as our organization's comprehensive IT Service Management (ITSM) toolset, driving process automation and enhancing service delivery. Part of the Functional Leads group where we were responsible for Talent Assessment and Performance Appraisal for HRSD staff members globally. Conducted training sessions for end-users and administrators to ensure optimal utilization of the SPM module. Demonstrated expertise in Incident Management and Change Management processes, ensuring timely resolution of incidents, minimizing service disruptions, and implementing efficient change controls. Additionally, effectively managed and enhanced Knowledge articles for improved self-service and knowledge sharing. Developed real-time dashboards and reports to track HR case volumes, resolution times, and SLA compliance. Provided insights to HR leadership to improve service delivery and identify areas for process improvement. Collaborated with teams responsible for other ServiceNow modules, such as IT Service Management (ITSM) and Project Portfolio Management (PPM), to create a seamless and integrated service delivery ecosystem, Ensured data consistency and interoperability between modules to provide a holistic view of organizational services.
Designed and implemented tailored HRSD modules in ServiceNow to streamline and automate HR processes, resulting in increased efficiency and employee satisfaction. Executed high-quality SAM engagements, including software portfolio assessments, license optimization reviews, and tool implementations/integrations. Analyzed and optimized software asset management processes, identifying gaps and recommending solutions to improve efficiency and compliance. Identified and captured savings opportunities through effective management of software renewals, licensing, and service agreements. Provided comprehensive contract support, including license audit preparation, reconciliation efforts, and dispute resolution. Customized the HR Service Portal, providing a user-friendly interface for employees to submit cases, track their status, and access HR knowledge articles. Implemented dynamic forms and guided setups to improve the employee experience. Led the design, configuration, and implementation of the ServiceNow HR Service Delivery (HRSD) module, focusing on HR Case Management to streamline employee support processes. Developed custom case workflows, automated task assignments, and set up SLA policies to ensure timely resolution of HR-related issues. Demonstrated ability to integrate HRSD modules with other ServiceNow applications, such as IT Service Management (ITSM) and Customer Service Management (CSM), to create holistic solutions for enterprise-wide service management. Successfully led the implementation of ServiceNow HRSD projects from requirement gathering to deployment, ensuring adherence to best practices and delivery of high-quality solutions on time and within budget. Expertise in designing and developing custom HRSD reports and dashboards using ServiceNow Performance Analytics to provide actionable insights and support data-driven decision-making.CVS Health Corp.ServiceNow Developer (ITSM, ADMINISTRATOR, CMDB)Woonsocket, Rhode Island | March 2016 November 2017 (1.9 years) CVS Health is a leading healthcare company that holds a prominent position within the United States. With a wide array of businesses under its umbrella, the company is dedicated to enhancing the health and well-being of individuals and communities alike
WORK REQUIREMENTSAs a ServiceNow Developer, I played a crucial role in implementing, configuring, and maintaining ServiceNow instances. Designing and developing self-service portals, I provided routine support for the incident, problem, change, and knowledge management Taking ownership of change management, I implemented it from scratch and enforced security measures for data access, extending beyond ITSM tickets to core forms and foundation data, considering user limitations and onshore-offshore user access.RESPONSIBILITIES Implementation, configuration, and maintenance of ServiceNow instances. Worked with Import Sets and Update Sets in ServiceNow working on developing a completely new portal for HR.
Service Catalog creation, configuration, and deployment. Workflow design and implementation. Designed and developed mobile-friendly interfaces within the ServiceNow platform, enhancing accessibility and usability for end users. Customized Service Portal widgets and themes to align with organizational branding and user requirements. Utilized AngularJS to create dynamic and responsive user interfaces that adapt to different screen sizes and devices. Part of the Functional Leads group where we were responsible for Talent Assessment and Performance Appraisal for HRSD staff members globally. Designed and developed ServiceNow portals using AngularJS framework for front-end development. Development and design of Self-Service Portal. Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include. Routine Support activities for Incident, Problem, Change, and Knowledge Management. CMDB, Knowledge Management, Data Management, and report creation.
Designed and deployed CMDB architectures tailored to organizational needs, ensuring accurate and comprehensive representation of IT assets, relationships, and dependencies within the ServiceNow platform. Implemented automated discovery processes and integration with third-party tools to continuously update and maintain CMDB data integrity, enhancing the accuracy and reliability of IT service management processes. Led CMDB implementation projects, collaborating with cross-functional teams to define configuration item (CI) classes, relationships, and attributes, while adhering to ITIL best practices and ServiceNow standards. Developed custom CMDB workflows, business rules, and scripts to automate CI lifecycle management, including provisioning, decommissioning, and reconciliation processes, resulting in improved operational efficiency and cost savings.Absio CorporationJ2EE Developer
Denver| Jan2015 Feb2016 (1.2 years) Absio Corporation is a specialized technology company that focuses on providing cutting-edge solutions in the field of data security and encryption. With expertise in safeguarding sensitive information, Absio Corporation develops and delivers advanced technologies to protect data from unauthorized access, breaches, and cyber threats.
WORK REQUIREMENTSIn my role, I have designed user interfaces using JSP and HTML, validated client interface HTML pages with JavaScript and jQuery, and developed front-end screens and server-side scripts using HTML, DHTML, CSS, and JSP. I have worked with the Struts Framework, implementing MVC architecture, designing action classes and form beans, and developing JSP pages with Struts tags and validation. I have experience with Oracle as the backend database, utilizing JDBC for database access and connection pooling.
RESPONSIBILITIES Collaborating with cross-functional teams to deliver features iteratively within Agile Scrum frameworks, ensuring alignment with project goals and timelines. Designing scalable systems based on OOAD and J2EE design patterns. Collaborate closely with backend developers to integrate frontend components with server-side logic, ensuring seamless data flow and application functionality. Creating captivating user interfaces by leveraging HTML/CSS and adhering to established style guides. Defining and implementing backend storage models for SQL and NoSQL databases. Designing and developing Java applications and multi-tier Java EE style applications in finance technology. Creating front-end of widget-based applications using HTML5, CSS3, jQuery, JavaScript, AJAX, JSON, AngularJS, Node.js, and Bootstrap. Conducting through testing and debugging of both frontend and backend code to ensure quality and identify any potential issues. Extracting and manipulating data from databases using SQL queries, PL/SQL stored procedures, triggers, and packages. Participating in code reviews and architectural discussions to maintain code quality and adherence to best practices in JavaScript development. Contribute to the development of REST APIs and micro-services using Node.js and Express.js, facilitating smooth communication between frontend and backend systems.Areas of Knowledge & ExpertiseITSM TOOLSITSM Suite, Service Now, HP Service Manager, HP Access Manager, BMC Remedy.LANGUAGESC, C++, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX, Angular JS, Bootstrap, Jelly ScriptingSERVICENOWCustomer Portal, Flow Designing, Java Scripting, IT Management Process, Business Service Integration, Advanced Reporting Tools (Crystal, SQL, Service-Now, Business Object), API integration (SOAP, REST), UI Pages, Portal (Angular, bootstrap), UI Macros, Compliance, Tool Implementation Custom Workflow Activity s, Service Mapping, HRSD GRC, IT Service Management, CSM (Customer Service Management), IT Operations Management, IT Business Management, Application Portfolio Management, Project Portfolio Management, Software Asset Management, License Optimization, & IntegrationCERTIFICATIONSInformation Technology Infrastructure Library v4
Certified ServiceNow System Administrator
ServiceNow Certified Application DeveloperCIS-HRSD ServiceNow
Microsoft Certified Azure FundamentalsMicro Certs.Flow Designer
Integration HubPredictive IntelligenceApplication Portfolio ManagementHR Integrations |
