Design and Configuration of workflows to meet specific business
Sr. ServiceNow Solution Architect
Sr. ServiceNow Solution Architect
JTI - Japan Tobacco International is the international tobacco division of Japan Tobacco, a leading international tobacco product manufacturer. The holding company is JT International SA and headquartered in Geneva, Switzerland, and sells its brands in 120 countries.
Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations
Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer
Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities
Involved in reviewing the requirements and designing of the workflows in ServiceNow
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project
Discussing the business requirements with clients and documenting them into process requests
Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow
Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning
Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module
Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand
Good knowledge of Single Sign-on and event-based integrations
Lead the design and architecture of ServiceNow solutions, aligning with business requirements
Customize and configure ServiceNow platform components, such as forms, workflows, and integrations
Provide guidance to development teams, ensuring adherence to ServiceNow development standards
Design and implement integrations between ServiceNow and other systems for seamless data flow
Enforce governance and compliance standards, including security and regulatory requirements
Collaborate with business analysts and system administrators to understand and translate business processes into effective ServiceNow solutions
Lead planning and execution of ServiceNow platform upgrades to leverage new features
Monitor and optimize platform performance, addressing bottlenecks or inefficiencies
Create and maintain technical documentation, including design specifications and configuration guides
Provide training to users and mentor team members on ServiceNow best practices
Investigate and resolve complex issues related to ServiceNow functionality, collaborating with support teams
Drive initiatives to enhance ServiceNow capabilities and streamline processes
Manage relationships with ServiceNow vendors and stay informed about new features and products
Contribute to strategic planning, aligning technology solutions with organizational goals
Ensure quality and reliability of ServiceNow solutions through thorough testing and validation
JTI
Remote
1 year 6 months
2022-01 - 2023-06
Design and Configuration of workflows to meet specific business
Sr. ServiceNow Developer/Admin
Sr. ServiceNow Developer/Admin
HCA Healthcare is an American for-profit operator of health care facilities that was founded in 1968. Where our doctors, nurses and other healthcare providers across the country are dedicated to the care and improvement of human life.
Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations
Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer
Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities
Involved in reviewing the requirements and designing of the workflows in ServiceNow
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project
Discussing the business requirements with clients and documenting them into process requests
Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow
Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning
Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module
Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand
Writing Catalog client scripts and UI policies to make client-side changes
Performed Load, manipulate and maintain data between ServiceNow and other systems
Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management
Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness
Involved in the reconciling process of CMDB Data in ServiceNow with Back end systems
ServiceNow modules/appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset Management, ITSM, Discovery, MID Server, Service Catalog, Knowledge, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.
HCA Healthcare
Remote
3 years 2 months
2018-11 - 2021-12
Development of Service catalog
Sr ServiceNow Developer
Sr ServiceNow Developer
Service Portal implementations provide a simple way for Emcore to configure an intuitive interface for our users. It interacts with the underlying ServiceNow platform, so it can access any platform components in the portal. Service Portal was designed to be accessible for a variety of users.
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Discussing the business requirements with clients and documenting them into process requests
Used semantic HTML5, well-supported CSS3, and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users
Expert knowledge of the (ServiceNow (ITBM) Products; PPM, Demand Management, Resource) Management, Agile Development, and Application Portfolio Management
Also worked on Timecard Management, Agile, SAFe, APM, Financial Management, Business Management, and Common Services Data Model
Assist pre-sales team with scoping services engagements typically involving ServiceNow (ITBM) products and complex integrations with client applications/systems
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, ITBM in ServiceNow
Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets
Diligently and accurately track and record all time and keep calendar up to date with scheduled activities
Used tools provided in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal
Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources, and different transform scripts for data loads and management
Consultancy advising, designing, and developing web solutions for industry leaders in ServiceNow and their clients. Utilizing Service Now?s Service Portal platform, while implementing several new business and client-facing web and mobile applications
Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB the true source of data. This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network and establish the relationship between CIs in the CMDB
Develop processes to identify assets from contract initiation/point of purchase to ensure the assets are properly tagged and entered into the asset management system
Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Business Management (ITBM) to understand current processes and procedures and provide solutions using ITSM
I designed and built the entire ServiceNow Release Management suite, configured products, features, release, tasks, scrum integration, approvals, workflow, and phases
Define the release management processes, roles, and responsibilities, and gather the business requirements
EMCORE Corporation
Remote
1 year 4 months
2017-08 - 2018-11
Designed and developed generic workflow in Service Catalog
ServiceNow Administrator
ServiceNow Administrator
Wells Fargo & Company is an American multinational financial services company with a significant global presence. The company operates in 35 countries and serves over 70 million customers worldwide. These processes are Service Asset &Configuration Management (SACM), Request Management, Incident Management, Problem Management, Change & Release Management, Service Level Management (SLM), Knowledge Management, and Service Measurement & Reporting.
Worked In-depth knowledge of technical implementation on various modules of ServiceNow, like Incident Management, Problem Management, Change Management, Configuration Management
Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items
Worked on Service Portal Phase 1A project which includes creation and management of a foundation layer that support multiple Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering
Gathered requirements, solution design, analysis, development, testing, integration, and deployment
Developed and managed application code, user interface, and third-party integration including SSO & LDAP
Developed application UI, workflow, client scripts, business rules, data sources, import & update sets
Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations
Worked on CMDB and Asset management and performed data migration to import data from other applications and external databases
Implemented around 30 Service Catalog items for Shared services catering to different affiliates
Worked on enhancements for Incident Management like Critical alarm handling and On-Call Scheduling modules
Wells Fargo
Remote
1 year 8 months
2016-01 - 2017-08
Developed Automation workflows using ServiceNow orchestration
ITSM Coordinator
ITSM Coordinator
This project aims to enhance existing .com and accessory sites including migration to the new ATG framework.
Developed Automation workflows using ServiceNow orchestration
Used ServiceNow Orchestration to automate Active Directory user and group management
Worked on Orchestration to automate the top and frequently used service requests
Customized the complex workflows for change management and orchestration
Automated HR Training compliance process by creating custom application, workflows with orchestration activities
Orchestration tasks were performed on remote computers using certain probes
Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management And Web Services
Performs integrations and process automation using ServiceNow Orchestration
Exposure to new plugins like incident alert management, orchestration and structured problem analysis
Installed MID Servers on remote desktop and conducted tests required for Discovery
Worked on DISCOVERY and set up MID Servers and checked for the connectivity
Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB
Setup MID servers for discovery and LDAP interface to AD for authentication and group based access
Experienced in setting up MID Servers and working with Scripted Web Services, Script Includes, JavaScript and Jelly Scripting
Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow
Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
Used DOM parser to parse the XML documents and XSLT for transformations
Designed and modified User Interfaces using JSP, JavaScript, CSS, and jQuery
Developed JSP pages for presentation layer (UI) using Struts with client-side validations using Struts Validator framework/ JavaScript
Being the ServiceNow Developer I am continuously enhancing my technical skills and expertise while contributing on successful implementations of ServiceNow solutions at the enterprise level
I am to specialize in new modules, trends, and technologies, to become a recognized expert in different areas of ServiceNow such as ITSM, ITOM, HRSD, and ITAM
I am learning artificial intelligence (AI), and machine learning (ML) to make a significant impact in driving digital transformation, operational efficiency, platform capabilities, and customized process automation
Career Summary:
Overall 7+ years of in IT where as ServiceNow experience is about 6+ years extensive experience in the field of ServiceNow, including development and implementation, administration, and support services
For more than 1.5 years with ?HCA Healthcare? I worked as a ?Sr. ServiceNow Developer? on ITSM , ITOM, and HRSD implementing solutions, automating CMDB population through the auto discovery process and streamlining the processes
For 3 years I worked with ?EMCORE Corporation? as a ?ServiceNow Developer? on ITSM Framework including incident management, problem management, change management, and knowledge management
For 1.5 Year, worked with ?Wells Fargo? as ?ServiceNow Administrator? where I got a chance to implement best practices of SDLC with the combination of new trends, and system documentation, and KPIs
For 1.5 Years, I worked with ?Freedom Mortgage?, as a ?ITSM Coordinator? Where I got the chance to setup ITSM from scratch along with maintaining and enhancing the system ServiceNow portals
Overall, I have experience in integrating ServiceNow with external systems, tools and applications using REST and SOAP APIs, enabling seamless data exchange to enhance data visibility, credibility and agility
I have excellent communication, collaboration, and team-building skills, documentation skills with the ability to grasp and utilize new technical concepts effectively in analysis, design, code construction, and user acceptance testing
Throughout my working experience so far so, I demonstrated ability to work in fast-paced environments, showcasing strong problem-solving skills and a proven track record of delivering complex solutions
Key Achievements:
Designed and implemented new ServiceNow workflows for Vaccine Management and Digital Citizens, ensuring the successful delivery of billions of vaccines on time
Led a projects related to HR Suite, to enhance HR Service Delivery and improved employee experience
Integrated ServiceNow with Microsoft Azure, Google and other third-party tools expanding capabilities and streamlining processes
Improved system performance and reduced incident-resolution time by implementing best practices
Collaborated with cross-functional teams to implement updates and deployments, landing page experiences, contributing to business process automation, making it a trusted and widely adopted platform
Developed multiple custom applications beyond ITSM and traditional features
Experience:
Over 7+ years of experience as an IT Professional, including 6+ years of experience as a ServiceNow Suite developer and Administrator experience in the Technical implementation of various ServiceNow Modules
I specializes in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM)
Proven CSM professional with [6 years] of experience in building strong client relationships and driving customer satisfaction
Expert in understanding client needs, ensuring successful product onboarding, and delivering ongoing value through personalized solutions
Skilled in proactive communication and issue resolution, leading to increased customer retention and expansion of accounts
Proficient in conducting business reviews, analyzing customer metrics, and presenting insights to drive product optimization
Track record of collaborating cross-functionally to address customer challenges and enhance the overall customer experience in CSM
Detail-oriented Assistant Project Manager with 5 years of experience in coordinating project activities, monitoring timelines, and ensuring project success. Adept at facilitating communication between cross-functional teams and stakeholders
Project Coordination: Assisted in the planning, execution, and closure of multiple projects, ensuring adherence to scope, budget, and timeline constraints
Stakeholder Communication: Effectively communicated project updates, risks, and milestones to stakeholders, maintaining transparency and managing expectations
Resource Allocation: Managed project resources, including team members, equipment, and materials, to optimize efficiency and achieve project goals
Risk Management: Identified potential project risks and developed mitigation strategies, resulting in a 20% reduction in project delays and budget overruns in APM
Documentation: Maintained accurate project documentation, including project plans, status reports, and meeting minutes, ensuring easy retrieval and reference in APM
Quality Assurance: Implemented quality control measures to ensure project deliverables met or exceeded quality standards, resulting in high client satisfaction rates in APM
Collaborative Approach: Collaborated with project managers and team leads to align project objectives, resolve conflicts, and promote a cohesive team environment in APM
Adaptability: Successfully managed changes in project scope and objectives, adjusting project plans and resources to accommodate shifting priorities in APM
Professional Development: Attended workshops and training sessions to stay updated on project management best practices and tools, enhancing overall project management skills IN APM
Experience includes advanced knowledge, understanding, and implementation experience with ServiceNow IT Asset Management, CMDB, Discovery, Orchestration, and Service Catalog solutions
Angular JS, JSON, Jelly, JavaScript & Integration with 3rd party tools
I Worked on DISCOVERY and set up MID Servers and checked for the connectivity
Expertise in JavaScript, debugging, optimizing the performance and working of UI scripts, and UI Policies, Client Scripts, Catalog Client Scripts, Server Side Scripting (Business Rules/Script Include) and Server/Client API
ServiceNow Analyst with experience in implementing end-to-end Service Catalog, Service Portal, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management, and Release Management
Implemented and migrated Demand, Portfolio, Project Resource Management. Established Time Tracking, Reporting Business Objects/Crystal Reports, Divisional Partition Model with Intra-Divisional Partitions, and Custom Processes
Working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, Configuration Management
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore co-coordinator in PPM implementation and support project
Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops, and developing code for the mid-tier servers
Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in High speed, Quality conscious, and Multi-tasked environment
Excellent hands-on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including Business Rules, Dictionary Overrides, UI Policies, and UI Actions
Working experience in creating workflows for Service Catalog items in ServiceNow
Proficient in activities like Creating Users, Roles, Groups and updating the user and group table records, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Processes
Performed Discovery Customizations including the transformation of class data and restructuring discovery zone coverage for multiple problems
Tracked and reported on project portfolio performance PPM, providing a real-time, comprehensive, and prioritized view of all projects
Integration of Web Service through SOAP and REST services
Experience Working on Service Catalog Request and Workflow Design and Configuration
Professional Summary: Customer-centric professional with 7 years of experience as a Customer Success and Data Manager. Proven ability to leverage data insights to drive customer engagement, satisfaction, and retention strategies
Utilized data analytics tools to analyze customer behavior, identify trends, and develop data-driven strategies for improving customer success outcomes
Managed customer onboarding processes, ensuring seamless implementation and a positive initial customer experience
Developed and executed churn reduction initiatives, resulting in a 25% decrease in customer churn rate over a 12-month period
Defined and tracked key performance indicators (KPIs) related to customer success, presenting regular reports to leadership and making data-backed recommendations
Collaborated with sales, marketing, and product teams to align strategies, share customer insights, and drive product improvements
Conducted training sessions for customer success teams on utilizing data to provide personalized customer experiences and address pain points
Oversaw the integration of customer success tools and platforms, enhancing efficiency in tracking customer interactions and success metrics
Introduced new engagement strategies based on emerging industry trends, resulting in increased customer satisfaction and a 15% growth in upsell opportunities
Skills:
Platforms
ServiceNow
HP Service Manager
SDLC
Web Technologies
HTML
CSS
JavaScript
jQuery
Ajax
XML
PHP
JSON
Modules
ITIL
ITSM
CMDB
ITOM
ITBM
INTEGRATION
ITAM
HRSD
Platforms
ServiceNow
HP Service Manager
SDLC
Programmiersprachen
Angular Js
Jelly Script
JQuery
Java
Datenbanken
Microsoft SQL Server
MySQL
Einsatzorte
Einsatzorte
Deutschland
möglich
Projekte
Projekte
2 months
2023-10 - 2023-11
Design and Configuration of workflows to meet specific business
Sr. ServiceNow Solution Architect
Sr. ServiceNow Solution Architect
JTI - Japan Tobacco International is the international tobacco division of Japan Tobacco, a leading international tobacco product manufacturer. The holding company is JT International SA and headquartered in Geneva, Switzerland, and sells its brands in 120 countries.
Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations
Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer
Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities
Involved in reviewing the requirements and designing of the workflows in ServiceNow
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project
Discussing the business requirements with clients and documenting them into process requests
Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow
Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning
Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module
Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand
Good knowledge of Single Sign-on and event-based integrations
Lead the design and architecture of ServiceNow solutions, aligning with business requirements
Customize and configure ServiceNow platform components, such as forms, workflows, and integrations
Provide guidance to development teams, ensuring adherence to ServiceNow development standards
Design and implement integrations between ServiceNow and other systems for seamless data flow
Enforce governance and compliance standards, including security and regulatory requirements
Collaborate with business analysts and system administrators to understand and translate business processes into effective ServiceNow solutions
Lead planning and execution of ServiceNow platform upgrades to leverage new features
Monitor and optimize platform performance, addressing bottlenecks or inefficiencies
Create and maintain technical documentation, including design specifications and configuration guides
Provide training to users and mentor team members on ServiceNow best practices
Investigate and resolve complex issues related to ServiceNow functionality, collaborating with support teams
Drive initiatives to enhance ServiceNow capabilities and streamline processes
Manage relationships with ServiceNow vendors and stay informed about new features and products
Contribute to strategic planning, aligning technology solutions with organizational goals
Ensure quality and reliability of ServiceNow solutions through thorough testing and validation
JTI
Remote
1 year 6 months
2022-01 - 2023-06
Design and Configuration of workflows to meet specific business
Sr. ServiceNow Developer/Admin
Sr. ServiceNow Developer/Admin
HCA Healthcare is an American for-profit operator of health care facilities that was founded in 1968. Where our doctors, nurses and other healthcare providers across the country are dedicated to the care and improvement of human life.
Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations
Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer
Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities
Involved in reviewing the requirements and designing of the workflows in ServiceNow
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project
Discussing the business requirements with clients and documenting them into process requests
Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow
Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning
Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module
Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand
Writing Catalog client scripts and UI policies to make client-side changes
Performed Load, manipulate and maintain data between ServiceNow and other systems
Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management
Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness
Involved in the reconciling process of CMDB Data in ServiceNow with Back end systems
ServiceNow modules/appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset Management, ITSM, Discovery, MID Server, Service Catalog, Knowledge, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.
HCA Healthcare
Remote
3 years 2 months
2018-11 - 2021-12
Development of Service catalog
Sr ServiceNow Developer
Sr ServiceNow Developer
Service Portal implementations provide a simple way for Emcore to configure an intuitive interface for our users. It interacts with the underlying ServiceNow platform, so it can access any platform components in the portal. Service Portal was designed to be accessible for a variety of users.
Development of Service catalog which includes creating new catalog items, designing workflow and execution plans
Discussing the business requirements with clients and documenting them into process requests
Used semantic HTML5, well-supported CSS3, and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users
Expert knowledge of the (ServiceNow (ITBM) Products; PPM, Demand Management, Resource) Management, Agile Development, and Application Portfolio Management
Also worked on Timecard Management, Agile, SAFe, APM, Financial Management, Business Management, and Common Services Data Model
Assist pre-sales team with scoping services engagements typically involving ServiceNow (ITBM) products and complex integrations with client applications/systems
A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management
Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, ITBM in ServiceNow
Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets
Diligently and accurately track and record all time and keep calendar up to date with scheduled activities
Used tools provided in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal
Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources, and different transform scripts for data loads and management
Consultancy advising, designing, and developing web solutions for industry leaders in ServiceNow and their clients. Utilizing Service Now?s Service Portal platform, while implementing several new business and client-facing web and mobile applications
Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB the true source of data. This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network and establish the relationship between CIs in the CMDB
Develop processes to identify assets from contract initiation/point of purchase to ensure the assets are properly tagged and entered into the asset management system
Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Business Management (ITBM) to understand current processes and procedures and provide solutions using ITSM
I designed and built the entire ServiceNow Release Management suite, configured products, features, release, tasks, scrum integration, approvals, workflow, and phases
Define the release management processes, roles, and responsibilities, and gather the business requirements
EMCORE Corporation
Remote
1 year 4 months
2017-08 - 2018-11
Designed and developed generic workflow in Service Catalog
ServiceNow Administrator
ServiceNow Administrator
Wells Fargo & Company is an American multinational financial services company with a significant global presence. The company operates in 35 countries and serves over 70 million customers worldwide. These processes are Service Asset &Configuration Management (SACM), Request Management, Incident Management, Problem Management, Change & Release Management, Service Level Management (SLM), Knowledge Management, and Service Measurement & Reporting.
Worked In-depth knowledge of technical implementation on various modules of ServiceNow, like Incident Management, Problem Management, Change Management, Configuration Management
Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items
Worked on Service Portal Phase 1A project which includes creation and management of a foundation layer that support multiple Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering
Gathered requirements, solution design, analysis, development, testing, integration, and deployment
Developed and managed application code, user interface, and third-party integration including SSO & LDAP
Developed application UI, workflow, client scripts, business rules, data sources, import & update sets
Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations
Worked on CMDB and Asset management and performed data migration to import data from other applications and external databases
Implemented around 30 Service Catalog items for Shared services catering to different affiliates
Worked on enhancements for Incident Management like Critical alarm handling and On-Call Scheduling modules
Wells Fargo
Remote
1 year 8 months
2016-01 - 2017-08
Developed Automation workflows using ServiceNow orchestration
ITSM Coordinator
ITSM Coordinator
This project aims to enhance existing .com and accessory sites including migration to the new ATG framework.
Developed Automation workflows using ServiceNow orchestration
Used ServiceNow Orchestration to automate Active Directory user and group management
Worked on Orchestration to automate the top and frequently used service requests
Customized the complex workflows for change management and orchestration
Automated HR Training compliance process by creating custom application, workflows with orchestration activities
Orchestration tasks were performed on remote computers using certain probes
Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management And Web Services
Performs integrations and process automation using ServiceNow Orchestration
Exposure to new plugins like incident alert management, orchestration and structured problem analysis
Installed MID Servers on remote desktop and conducted tests required for Discovery
Worked on DISCOVERY and set up MID Servers and checked for the connectivity
Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB
Setup MID servers for discovery and LDAP interface to AD for authentication and group based access
Experienced in setting up MID Servers and working with Scripted Web Services, Script Includes, JavaScript and Jelly Scripting
Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow
Integrations: JDBC, REST/SOAP based, MID Server based with 3rd party tools
Used DOM parser to parse the XML documents and XSLT for transformations
Designed and modified User Interfaces using JSP, JavaScript, CSS, and jQuery
Developed JSP pages for presentation layer (UI) using Struts with client-side validations using Struts Validator framework/ JavaScript
Being the ServiceNow Developer I am continuously enhancing my technical skills and expertise while contributing on successful implementations of ServiceNow solutions at the enterprise level
I am to specialize in new modules, trends, and technologies, to become a recognized expert in different areas of ServiceNow such as ITSM, ITOM, HRSD, and ITAM
I am learning artificial intelligence (AI), and machine learning (ML) to make a significant impact in driving digital transformation, operational efficiency, platform capabilities, and customized process automation
Career Summary:
Overall 7+ years of in IT where as ServiceNow experience is about 6+ years extensive experience in the field of ServiceNow, including development and implementation, administration, and support services
For more than 1.5 years with ?HCA Healthcare? I worked as a ?Sr. ServiceNow Developer? on ITSM , ITOM, and HRSD implementing solutions, automating CMDB population through the auto discovery process and streamlining the processes
For 3 years I worked with ?EMCORE Corporation? as a ?ServiceNow Developer? on ITSM Framework including incident management, problem management, change management, and knowledge management
For 1.5 Year, worked with ?Wells Fargo? as ?ServiceNow Administrator? where I got a chance to implement best practices of SDLC with the combination of new trends, and system documentation, and KPIs
For 1.5 Years, I worked with ?Freedom Mortgage?, as a ?ITSM Coordinator? Where I got the chance to setup ITSM from scratch along with maintaining and enhancing the system ServiceNow portals
Overall, I have experience in integrating ServiceNow with external systems, tools and applications using REST and SOAP APIs, enabling seamless data exchange to enhance data visibility, credibility and agility
I have excellent communication, collaboration, and team-building skills, documentation skills with the ability to grasp and utilize new technical concepts effectively in analysis, design, code construction, and user acceptance testing
Throughout my working experience so far so, I demonstrated ability to work in fast-paced environments, showcasing strong problem-solving skills and a proven track record of delivering complex solutions
Key Achievements:
Designed and implemented new ServiceNow workflows for Vaccine Management and Digital Citizens, ensuring the successful delivery of billions of vaccines on time
Led a projects related to HR Suite, to enhance HR Service Delivery and improved employee experience
Integrated ServiceNow with Microsoft Azure, Google and other third-party tools expanding capabilities and streamlining processes
Improved system performance and reduced incident-resolution time by implementing best practices
Collaborated with cross-functional teams to implement updates and deployments, landing page experiences, contributing to business process automation, making it a trusted and widely adopted platform
Developed multiple custom applications beyond ITSM and traditional features
Experience:
Over 7+ years of experience as an IT Professional, including 6+ years of experience as a ServiceNow Suite developer and Administrator experience in the Technical implementation of various ServiceNow Modules
I specializes in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM)
Proven CSM professional with [6 years] of experience in building strong client relationships and driving customer satisfaction
Expert in understanding client needs, ensuring successful product onboarding, and delivering ongoing value through personalized solutions
Skilled in proactive communication and issue resolution, leading to increased customer retention and expansion of accounts
Proficient in conducting business reviews, analyzing customer metrics, and presenting insights to drive product optimization
Track record of collaborating cross-functionally to address customer challenges and enhance the overall customer experience in CSM
Detail-oriented Assistant Project Manager with 5 years of experience in coordinating project activities, monitoring timelines, and ensuring project success. Adept at facilitating communication between cross-functional teams and stakeholders
Project Coordination: Assisted in the planning, execution, and closure of multiple projects, ensuring adherence to scope, budget, and timeline constraints
Stakeholder Communication: Effectively communicated project updates, risks, and milestones to stakeholders, maintaining transparency and managing expectations
Resource Allocation: Managed project resources, including team members, equipment, and materials, to optimize efficiency and achieve project goals
Risk Management: Identified potential project risks and developed mitigation strategies, resulting in a 20% reduction in project delays and budget overruns in APM
Documentation: Maintained accurate project documentation, including project plans, status reports, and meeting minutes, ensuring easy retrieval and reference in APM
Quality Assurance: Implemented quality control measures to ensure project deliverables met or exceeded quality standards, resulting in high client satisfaction rates in APM
Collaborative Approach: Collaborated with project managers and team leads to align project objectives, resolve conflicts, and promote a cohesive team environment in APM
Adaptability: Successfully managed changes in project scope and objectives, adjusting project plans and resources to accommodate shifting priorities in APM
Professional Development: Attended workshops and training sessions to stay updated on project management best practices and tools, enhancing overall project management skills IN APM
Experience includes advanced knowledge, understanding, and implementation experience with ServiceNow IT Asset Management, CMDB, Discovery, Orchestration, and Service Catalog solutions
Angular JS, JSON, Jelly, JavaScript & Integration with 3rd party tools
I Worked on DISCOVERY and set up MID Servers and checked for the connectivity
Expertise in JavaScript, debugging, optimizing the performance and working of UI scripts, and UI Policies, Client Scripts, Catalog Client Scripts, Server Side Scripting (Business Rules/Script Include) and Server/Client API
ServiceNow Analyst with experience in implementing end-to-end Service Catalog, Service Portal, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management, and Release Management
Implemented and migrated Demand, Portfolio, Project Resource Management. Established Time Tracking, Reporting Business Objects/Crystal Reports, Divisional Partition Model with Intra-Divisional Partitions, and Custom Processes
Working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, Configuration Management
Performed PPM Business Analyst, Project Lead, Onsite, and Offshore co-coordinator in PPM implementation and support project
Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops, and developing code for the mid-tier servers
Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in High speed, Quality conscious, and Multi-tasked environment
Excellent hands-on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including Business Rules, Dictionary Overrides, UI Policies, and UI Actions
Working experience in creating workflows for Service Catalog items in ServiceNow
Proficient in activities like Creating Users, Roles, Groups and updating the user and group table records, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Processes
Performed Discovery Customizations including the transformation of class data and restructuring discovery zone coverage for multiple problems
Tracked and reported on project portfolio performance PPM, providing a real-time, comprehensive, and prioritized view of all projects
Integration of Web Service through SOAP and REST services
Experience Working on Service Catalog Request and Workflow Design and Configuration
Professional Summary: Customer-centric professional with 7 years of experience as a Customer Success and Data Manager. Proven ability to leverage data insights to drive customer engagement, satisfaction, and retention strategies
Utilized data analytics tools to analyze customer behavior, identify trends, and develop data-driven strategies for improving customer success outcomes
Managed customer onboarding processes, ensuring seamless implementation and a positive initial customer experience
Developed and executed churn reduction initiatives, resulting in a 25% decrease in customer churn rate over a 12-month period
Defined and tracked key performance indicators (KPIs) related to customer success, presenting regular reports to leadership and making data-backed recommendations
Collaborated with sales, marketing, and product teams to align strategies, share customer insights, and drive product improvements
Conducted training sessions for customer success teams on utilizing data to provide personalized customer experiences and address pain points
Oversaw the integration of customer success tools and platforms, enhancing efficiency in tracking customer interactions and success metrics
Introduced new engagement strategies based on emerging industry trends, resulting in increased customer satisfaction and a 15% growth in upsell opportunities
Skills:
Platforms
ServiceNow
HP Service Manager
SDLC
Web Technologies
HTML
CSS
JavaScript
jQuery
Ajax
XML
PHP
JSON
Modules
ITIL
ITSM
CMDB
ITOM
ITBM
INTEGRATION
ITAM
HRSD
Platforms
ServiceNow
HP Service Manager
SDLC
Programmiersprachen
Angular Js
Jelly Script
JQuery
Java
Datenbanken
Microsoft SQL Server
MySQL
Vertrauen Sie auf Randstad
Im Bereich Freelancing
Im Bereich Arbeitnehmerüberlassung / Personalvermittlung