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Fahad
Fahadfarooqali@gmail.com
608-471-9455
Chicago Heights, IL 60411
Sr.ServiceNow Developer
8 years experience W2
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Summary

Experience
Sr.ServiceNow Developer
Information Technology
Jun 2019 - present
Responsibilities:
  • Design and develop solutions in ServiceNow, including forms, workflows, interfaces and custom code to support the ITIL process
  • Coordinate with business analyst for new features implement as per client requirement
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
  • Upgrade from Madrid To New York
  • Configure and enhance core application, including Service Catalog, Service Portal, Incidents, Knowledge Base, Management, Project & Portfolio, and Reporting
  • Imports and customize the new feature
  • Upgrade from London To Madrid
  • Gathering requirement for development and implementation of Snow
  • Develops ServiceNow Report inventory control plans to track and maintain accurate inventory of hardware and software assets.
  • ITSM implementation
  • ITBM portfolio planning and execution resource utilization and allocation
  • Inbound actions, UI Policy, Business Rules
  • Knowledge Base
  • Workflows and service portal
  • Dashboard reporting analytics
  • Worked on ITOM, Identify data sources and determine mechanism (s) to import data into the CMDB
  • (discovered, automated, and manual)
  • Measure each app in terms of quality, cost, usage, and risk, Evaluate each app using Analytics
  • Implement Inbound Actions to implement the process
  • Develop API's for external system
  • Design and develop workflow for different approver process
  • Outbound Rest message to gain access to external API
  • Business services and their relationship tied with other applications
  • Catalog items for different type of request and implement process according to requirement
  • Service Portal enhancement and
  • On-call module and agent work space
REST ServiceNow UI
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Technical Lead
Information Technology
Dec 2018 - May 2019
ServiceNow Responsibilities:
  • CMDB OOB Dashboard configuration and asset management
  • Develops ServiceNow inventory control plans to track and maintain accurate inventory of hardware and software assets.
  • Used ServioceNow with BPM tool to acquire the desired business requirement
  • Resolving typical Users access and roles issues by checking Active Directory and users table.
  • Pulling reports and scheduling the reports as per the client requirement.
  • Creating database views to pull the reports on variables, which are being used by catalog items.
  • Writing Catalog client scripts and UI policies to make client-side changes.
  • Creating the UI pages to use them in catalog items using the UI Scripts
  • Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
  • Imported Configuration Items (CI) from third party applications using import set tables.
  • Involved in migration between various Service-Now instances (Case Exchange).
  • Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
  • Also involved in carrying out weekly releases, making sure the updates are successfully moved to production without any issues.
No skills were added
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Senior ServiceNow Administrator
Dec 2017 - Nov 2018
Riverside, CA
Responsibilities:
  • Administration of ServiceNow platform, including issue and performance mitigation, health checks
  • Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
  • Worked on loading the data into Service-Now using import sets.
  • Enable all users to share widgets such as reports and performance analytics visualization
  • Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
  • Assisted with ServiceNow upgrades (Helsinki to Jakarta)
  • Integration of ServiceNow with Workday, Sales force, SCCM and SSO integration.
  • Involved in creating and configuring the SLAs as per the requirement.
  • Designed User Interface for Catalog Design and worked Catalog Designer.
  • Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
  • Communicated with external web services using SOAP Messages and REST.
  • Involved in LDAP integration with ServiceNow for obtaining users and groups.
  • Development of Service catalog
  • catalog items, designing workflows and execution plans.
  • Excellent knowledge on code migration between various Service-Now environments using Update Sets
  • Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
  • Involved in redesigning the workflows using ServiceNow workflow editor
  • Involved in reconciliation of complicated workflows to simpler form.
  • Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSS3, HTML5, .Net and Angular js.
  • Configured multiple forms for Asset module using Configuration Management Database.
AngularJS CSS Database Upgrades JavaScript LDAP Salesforce UI
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Consultant
Information Technology
Jun 2017 - Nov 2017
NUVOLO Responsibilities:
  • Created new ServiceNow records using standard or customized ServiceNow forms worked closely with our customers to provide solutions and develop the software to fit those needs.
  • Inserted records into ServiceNow import set table
  • Personalize and create forms and fields
  • Create and track Service Catalog Requests, and items with variables
  • Create and use update sets to facilitate moving customizations within instances
  • Created Service catalog items, wizards, record producers, task interceptors, and user guide help documentation.
  • Monitor for new or changed service records to automate the diagnostic/remediation process.
  • Experience on creation of Service catalog items, wizards, record producers, interceptors, user guide
  • Strong understanding of ITIL concepts including process knowledge in all service lifecycles.
  • Granted user access to the CMDB through group and role memberships.
  • Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
  • Configured Service Level Agreements to define certain levels of service from both internal and external providers.
  • Assisted with ServiceNow upgrades.
  • CMDB data import using transforms maps
  • Performed day-to-day administration and managing of ServiceNow. Fixed defects, licenses, and enhancement.
  • Responsible for and well versed in the development, customization and maintenance of all aspects of the ServiceNow platform.
  • Work daily with numerous ServiceNow customers of all sizes around the world.
  • Develop customization s within client instances as per client requirements.
  • Educate clients on development and best practice through working sessions as we work through requirements together.
  • Developed HR portal for the client using Content Management System (CMS).
  • Worked on advanced level of JQUERY, AJAX, JavaScript, AngularJS, CSS and pure CSS layouts.
  • Troubleshoot and diagnose issues and present solutions for wide variety of customers.
  • Act as primary consultant, responding in a professional and in a timely manner to client requests.
  • Involved in configuring the Business Rules, Client Scripts in the ServiceNow.
  • Performed migration activities (Dev to QA, QA to Prod).
  • Implementation of Single Sign on.
  • Worked on integration with multiple third parties.
  • Configured Inbound & Outbound Email actions and developed Email scripts as per the need.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests & SLA's.
  • Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
  • Prepared documentation for requirements, design, installation and unit testing and system integration of Servicenow
No skills were added
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Developer/Administrator
Information Technology
Jan 2017 - Apr 2017
ServiceNow Responsibilities:
  • Extensively involved in development of moderately complex ServiceNow applications and reports.
  • Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
  • Responsible for gathering requirements and customizing Business Service Catalogs from the customer.
  • Providing the design solution, technical methodologies and processes solution to meet the customer requirements.
  • Providing the design solution, technical methodologies and processes solution to meet the customer requirements
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Designed Workflows, along with standard Workflow templates, which can be reused.
  • Currently working on the development of custom applications and tables to meet client specific requirements.
  • Provides technical advice on complex programming.
  • Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
  • Worked on Script Customization for Service Catalog/Email Template/Workflow script.
  • Involved in configuring the Business Rules, Client Scripts in the ServiceNow.
  • Configured Inbound & Outbound Email actions and developed Email scripts as per the need.
  • Educate clients on development and best practice through working sessions as we work through requirements together.
Client Scripts ServiceNow UI
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Administrator
Feb 2016 - Dec 2016
ServiceNow Responsibilities:
  • Involved in integration and changes with regards to the Servicenow tool.
  • As a Service Now developer, generated Buttons and context menus using UI actions on forms and lists.
  • Creating scheduled tasks, monitoring the ticket queues and generating statistics.
  • Interacted with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.
  • Involved in migration between various environments in Service Now using Update Sets and Import Sets.
  • Worked with reporting and configuring service level agreements (SLAs)
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change,
  • Problem, Knowledge, Service Catalog, CMDB in Service Now
  • Created data sources and loaded the Servicenow tables with different data formats.
  • Design and develop solutions within the Servicenow environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
  • Involved in creation of reports, dashboards in Service Now.
  • Strong working knowledge of various Servicenow components such as Service Desk, Change Management,
  • Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
  • Imported Configuration Items (CI) from third party applications using import set tables.
  • Worked on DISCOVERY, set up mid servers, and check for the connectivity.
  • Hands on experience in ITSM platform (Service Now, Remedy, Remedy Force)
  • Experience on CMDB, Discovery and integration with other external modules.
  • Designed email templates by using html, jelly scripting, and used them in notifications.
  • Worked on integrating Service Now with tally for obtaining the order information.
  • Provide advanced support for Servicenow by troubleshooting a variety of difficult software problems.
  • Implemented REST web services integration, which also involved OAuth 2.0 authentication model and Custom Processors. The Integration lets Service Desk Support Users communicate with the end-users using live chat and remote support from Service Now interface.
  • Implementing bug fixes and performing root cause analysis.
  • Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
HTML JavaScript OAuth Scripting UI XML
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Information Technology
Jan 2014 - Jan 2014
Febuarary to Augest 2015 Role: UI Developer Responsibilities:
  • Responsible for analyzing, designing and developing business applications, which involved customization.
  • Fluent in the essential front-end web development languages, i.e., HTML, CSS and JavaScript.
  • Collaborate with business and IT decision makers to discuss user interface requirements and brainstorm UI ideas
  • Worked on Workflow administration, data imports and custom scripting using JavaScript.
  • Coordinated Service Now environment/form back-end customization. Notified clients and updated Documentation
  • Assist in troubleshooting patch/release management issues.
  • Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
  • Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
  • Support as a Business department by coordinating Moves, Additions and Changes with IT Services and Facilities.
  • Involved with working in an agile development environment.
  • Responsible for closing the open Incidents, Problems and Enhancement requests and communication with the customer status of the request, to ensure a timely customer satisfying result.
  • Responsible for Berlin Up gradation in Service now and also involved in the analysis of the impact on the Existing customization after Berlin up gradation.
  • Work directly with end users to resolve support issues within ServiceNow.
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Edit Skills
Non-cloudteam Skill
Education
Computer Engineering Sir Syed University Of Engineering and Technology 2015
Skills
UI
2021
2
AngularJS
2018
1
CSS
2018
1
Database Upgrades
2018
1
JavaScript
2018
1
LDAP
2018
1
REST
2021
1
Salesforce
2018
1
ServiceNow
2021
1
Client Scripts
2017
1
HTML
2016
1
OAuth
2016
1
Scripting
2016
1
XML
2016
1