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Click here or scroll down to respond to this candidateCandidate's Name
ServiceNow Developer and ArchitectPhone: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLE Summary:Experienced ServiceNow Architect and Developer with around 9 years of expertise in designing, developing, and optimizing ServiceNow solutions across multiple modules. Proficient in implementing ITSM, ITOM, ITBM, HRSD, CSM, and SecOps, with a proven track record of enhancing service delivery, streamlining workflows, and driving operational efficiency. Adept at integrating ServiceNow with third-party systems, automating complex processes, and customizing applications to meet business needs. Skilled in leading platform upgrades, managing system administration, and providing end-user training. Strong technical foundation in ServiceNow development, API integration, and system configuration, combined with hands-on experience in project management using Agile methodologies. Committed to delivering scalable, secure, and high-impact solutions that align with organizational goals. Experience:ServiceNow Architect ServiceNow Lead DeveloperAcuity RemoteJune 2020 PresentLed the implementation of ServiceNow ITSM modules (Incident, Problem, Change, and Request Management) to enhance service efficiency, reducing downtime and improving service desk performance.Architected and optimized ITOM modules (Discovery, Service Mapping, Event Management) to increase visibility across the IT infrastructure and improve mean time to resolution (MTTR).Developed and implemented solutions in ITBM (Project Portfolio Management and Demand Management), enhancing project tracking and resource allocation for better decision-making.Customized and deployed Customer Service Management (CSM) to streamline customer-facing processes, reducing case handling time and improving client satisfaction scores.Spearheaded the integration of Security Operations (SecOps) modules, including Security Incident Response (SIR) and Vulnerability Response (VR), to enhance security posture and ensure compliance with regulatory standards.Led platform upgrades from ServiceNow Kingston to San Diego versions, ensuring minimal disruptions, regression testing, and smooth transitions with new features.Developed custom applications, leveraging ServiceNow Studio and Flow Designer, to automate manual tasks and extend platform functionality across departments.Integrated ServiceNow with third-party systems like ERP and CRM through REST APIs, enhancing data synchronization and reducing manual input errors.Implemented and monitored Performance Analytics to deliver real-time insights and performance metrics, enabling better decision-making for executive teams.Created end-user and admin training programs for HR Service Delivery (HRSD) and other modules, fostering self- sufficiency and platform adoption across the organization.Provided strategic direction for multi-instance management and ServiceNow Governance, ensuring consistency in configurations, security, and operational efficiency.Designed and implemented RPA workflows within ServiceNow to automate repetitive tasks and streamline business processes across ITSM, HRSD, and ITOM modules.Utilized ServiceNow RPA to improve efficiency by automating manual processes such as incident routing, request fulfillment, and HR case management, leading to significant time savings and operational improvements.Integrated ServiceNow RPA bots with third-party systems like SAP, Salesforce, and Office 365, enhancing data flow and reducing manual input errors.Managed and monitored ServiceNow RPA bots, ensuring high availability, error-free operations, and adherence to SLAs.Developed custom scripts in JavaScript and PowerShell to extend ServiceNow RPA functionality, allowing more complex task automation and cross-platform process integration.Ensured RPA implementation followed best practices, including setting up proper governance, role-based access controls, and compliance with organizational policies.Trained users and stakeholders on ServiceNow RPA solutions, providing ongoing support to ensure smooth adoption and effective use of automated workflows.Led the integration of ServiceNow Vulnerability Response (VR) module into existing environments, aligning with security operations and business objectives.Configured and customized the VR module to support vulnerability identification, management, and remediation, including the creation of custom workflows, dashboards, and reports.Designed and implemented automated workflows to streamline vulnerability management, reducing manual intervention and increasing overall efficiency.Collaborated with security, IT, and business teams to gather requirements and deliver effective ServiceNow solutions tailored to organizational needs.Continuously assessed the performance of the VR module and recommended enhancements to optimize functionality and effectiveness.Ensured all configurations and processes adhered to industry best practices, organizational policies, and regulatory requirements.Provided training and ongoing support to end-users, maximizing the utilization and effectiveness of the VR module.Successfully improved vulnerability remediation timelines through customized integrations, enhancing overall security posture.Proficient in configuring and customizing ServiceNow VR module, with advanced skills in scripting (JavaScript, Glide), workflows, and UI policies.Experienced with vulnerability management tools including Qualys, Rapid7, and Tenable.Knowledgeable in security frameworks such as NIST and ISO 27001.Over 1 year of experience managing ServiceNow instances, including users, groups, roles, and ACLs, with a strong focus on ITSM processes such as incident, problem, and change management.Proficient in integrating ServiceNow with cloud platforms (AWS, Azure, GCP) to enhance IT operations management and automate workflows.Hands-on experience in setting up cloud connectors and monitoring integration-related incidents to provide timely resolutions.Skilled in creating and managing custom workflows, reports, and dashboards using PowerShell, JavaScript, and other scripting languages tailored to business needs.Experience in handling data imports and maintaining the integrity of configuration items (CIs) within cloud environments.Collaborated with cross-functional teams to implement ServiceNow updates and integrations with BFS applications, ensuring compliance with cloud security protocols.Worked closely with cloud engineers and IT teams to gather requirements and deploy solutions, enhancing operational efficiency.Led the implementation of Service Mapping in ServiceNow to create an accurate representation of IT services and their infrastructure components.Integrated Service Mapping with the Configuration Management Database (CMDB), automating CI discovery to maintain up-to-date mappings and improve accuracy.Collaborated with stakeholders to define business services and their dependencies, aligning service maps with operational needs.Executed dependency mapping to visualize relationships between services and infrastructure, utilizing ServiceNow's tools for clear representation.Developed custom reports and dashboards to track service mapping performance, providing insights for continuous improvement.Led successful end-to-end implementation of ServiceNow modules, including ITSM, ITOM, and HRSD, adhering to Agile and SDLC processes.Managed a team of developers, analysts, and testers, coordinating multiple interdependent projects across global teams.Developed and maintained detailed project plans, aligning with both waterfall and hybrid development methodologies.Translated technical concepts into business language for senior leadership and key stakeholders to ensure alignment with business goals.Utilized Microsoft Project, JIRA, and ServiceNows project portfolio management (PPM) capabilities to track milestones, risks, and deliverables.Facilitated cross-functional communication between product owners, business sponsors, and IT teams to ensure timely project execution.Actively contributed to change management strategies to support enterprise-wide adoption of new ServiceNow solutions.Developed and deployed Accenture Delivery Architectures (ADA) within the ServiceNow platform, optimizing IT service management and operations for clients.Automated workflows and processes using ADA in ServiceNow, improving system integration and reducing manual intervention.Collaborated with cross-functional teams to ensure seamless ADA integration with ServiceNow, aligning with business objectives.Customized ADA modules within ServiceNow to meet specific client requirements, enhancing service delivery and operational efficiencyServiceNow Developer/AdminToyota RemoteJune 2017 May 2020Designed and developed custom applications within ServiceNow, using GlideScript, Business Rules, and Client Scripts to automate processes and enhance platform functionality.Managed day-to-day administration tasks, including user management, role-based access controls (RBAC), and system maintenance, ensuring optimal system performance and security.Configured and managed ITSM processes (Incident, Change, Problem, and Knowledge Management) to improve workflow efficiency and reduce response times.Integrated third-party systems using REST and SOAP APIs, ensuring seamless communication between ServiceNow and external platforms.Conducted platform upgrades from ServiceNow Fuji to Istanbul, ensuring smooth transitions while maintaining system integrity and availability.Developed and maintained Service Catalog items and automated request workflows, improving user satisfaction and reducing manual effort for IT staff.Configured Service Level Agreements (SLAs) and notifications to track performance and meet organizational standards for service delivery.Designed and implemented custom reports and dashboards to provide stakeholders with real-time insights into service performance and operational metrics.Provided support to end-users and conducted training sessions, improving platform adoption and user competency across various departments.Implemented HRSD case management and automation workflows, enhancing efficiency in handling HR-related requests. ServiceNow DeveloperDeloitte VAJanuary 2015 May 2017Developed and customized ServiceNow ITSM applications, including Incident, Change, and Problem Management modules, aligning with business processes and improving service delivery.Integrated external systems using REST and SOAP APIs, enabling seamless data flow between ServiceNow and third-party applications.Led the implementation of Knowledge Management and Service Catalog features, creating user-friendly interfaces and enhancing self-service capabilities.Conducted root-cause analysis and implemented custom Problem Management workflows to reduce recurring incidents and improve service reliability.Enhanced platform security by deploying role-based access controls (RBAC), ensuring that only authorized personnel could access sensitive data.Managed system upgrades and patches from ServiceNow Fuji to Istanbul, ensuring smooth transitions while maintaining system integrity.Participated in Agile SCRUM project management, leading sprints to develop and deploy new features on the ServiceNow platform.Developed and configured SLAs, notifications, and reporting dashboards to monitor service performance and compliance with business requirements.Mentored junior developers and administrators, providing guidance on best practices and development standards within the platform.Implemented HRSD case management to automate HR workflows and improve service response times. Technical Skills:ServiceNow Modules: IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management(ITBM), Human Resource Service Delivery (HRSD), Customer Service Management (CSM), Security Operations (SecOps)Development: Flow Designer, Workflow Editor, Scripted REST APIs, Business Rules, Client Scripts, UI Actions, Script Includes, Scheduled Jobs, Scoped Applications, Application Development in ServiceNow StudioAPI Integration: REST, SOAP, Integration Hub, MID Server configuration for on-premise integrations, OAuth 2.0, Basic Authentication, Single Sign-On (SSO) integrationDatabase Management: CMDB (Configuration Management Database), Asset Management, Data Schema design, Data Model configuration, Data Imports/Exports, Transform MapsSecurity: Role-Based Access Control (RBAC), Data Security, Field-level encryption, Security Incident Response (SIR), Vulnerability Response (VR), Compliance and Audit Management, Access Control Rules (ACLs)Scripting: Glide API, GlideAjax, GlideRecord, GlideForm, GlideSystem, JavaScript, AngularJS, Jelly, Client-side scripting, Server-side scripting, UI Policy/Action scriptingReporting & Analytics: Performance Analytics, Custom Reports, Dashboards, Real-time KPI tracking, Scheduled Reporting, Service Level Agreements (SLAs) configurationServiceNow Platform Administration: Instance administration, Patch management, Upgrade management (Kingston, London, Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego), System cloning, Instance health managementAutomation & Orchestration: Orchestration workflows, Integration Hub spokes, Robotic Process Automation (RPA) integration, Scripted REST for automationUI & Service Portals: Service Portal development, Custom Widget design, User Experience (UX) improvements, UI Macros, UI Pages, Mobile UI customizationProject Management: Agile, Scrum, Kanban, Project Portfolio Management (PPM), Demand Management, Test Management, Change and Release ManagementConfiguration Management: Discovery, Service Mapping, Event Management, CMDB Health Checks, Dependency ViewsTraining & Support: End-user training, System documentation, Technical support, Knowledge ManagementOther Tools: Git, Jenkins for CI/CD pipelines, Azure DevOps, Jira integration for issue tracking, SOAPUI/Postman for API testing.ServiceNow Modules: ITSM, ITOM, HRSDProject Management Tools: Microsoft Project, ServiceNow PPM, JIRA, Azure DevOps, VisioSoftware Development Methodologies: Agile, Waterfall, HybridOffice Tools: Microsoft Office Suite, Microsoft OutlookDMS Tools: Document Management SystemsEducation:Bachelor of ScienceUniversity of Karachi2012ReferencesAvailable upon request |
