PROFILE SUMMARY
ServiceNow Developer with 11+ years of IT expertise, specialized in ServiceNow for ITSM, CSM, FSM, SPM, and WSD modules. Skilled in incident, problem, change, knowledge base, report, and service request management.
PROFESSIONAL EXPERIENCE
ServiceNow Technical Consultant
HCL | Nov 2022 - Present- Participated in workshops to analyze customer challenges and proposed effective ServiceNow solutions tailored to their needs.
- Designed a migration approach for Project Portfolio Management (PPM) and Workforce Service Delivery (WSD) configurations between instances, ensuring data integrity.
- Integrated Exchange Online and Workday systems to facilitate reservations and Timesheets processes within ServiceNow.
- Managed migration of Audit logs, Email logs, Approvals, Reports, and Dashboards to ensure continuity and accessibility of historical data.
- Conducted requirement analysis to capture business needs and translate them into technical specifications for ServiceNow implementation.
- Designed and implemented complex workflows and custom processes within ServiceNow, adhering to best practices and ensuring scalability and maintainability.
- Worked closely with stakeholders to validate solution designs and ensure alignment with business objectives.
- Provided technical expertise and guidance during solution implementation phases to ensure successful deployment and user adoption.
- Facilitated knowledge transfer sessions and provided training to end-users and stakeholders on new ServiceNow functionalities and processes.
ServiceNow ITSM and Integration Lead
Deloitte | May 2021 - Oct 2022- Participated in Joint Application Design (JAD) sessions to demonstrate ServiceNow capabilities and propose automated workflow solutions for clients.
- Integrated ServiceNow with PagerDuty to manage ticketing and on-call scheduling efficiently.
- Implemented integrations with Azure DevOps and JIRA to streamline work item management and project tracking processes.
- Enabled automated deployments leveraging Azure's execution pipeline and integrated ServiceNow with Microsoft Teams for enhanced collaboration.
- Designed and deployed complex workflows within ServiceNow to automate business processes and improve operational efficiency.
- Conducted code reviews to ensure quality and adherence to best practices in ServiceNow development.
- Led architectural discussions to drive platform advancements and ensure alignment with strategic objectives.
- Collaborated with cross-functional teams to gather requirements and translate them into technical solutions within ServiceNow.
- Facilitated training sessions and provided guidance to stakeholders on leveraging ServiceNow features effectively to achieve business goals.
ServiceNow Developer
Accenture | Jun 2018 - Apr 2021- Designed and developed ServiceNow integrations for various functionalities, including MSP, IH, DI, DS, and OCR for invoice processing.
- Implemented both inbound and outbound connections to integrate ServiceNow with external systems.
- Utilized SFTP for ERP transactions, ensuring secure and efficient data transfers.
- Developed a generic scripted REST API to facilitate communication with multiple external systems.
- Implemented security rules within ServiceNow to enforce data protection and access control policies.
- Designed and configured complex workflows to automate journal entry processes and template extraction.
- Created dynamic solutions to adapt to changing business requirements and improve operational efficiency.
- Managed multi-domain environments within ServiceNow, ensuring seamless operation across different organizational units.
- Wrote scripts to automate routine tasks and streamline administrative processes.
- Led the movement of update sets between ServiceNow instances to maintain consistency and deploy changes effectively.
- Addressed and resolved high-priority bugs and issues in ServiceNow configurations and custom developments.
- Produced technical design documents and high-level designs to guide development and implementation efforts.
ServiceNow developer
TCS | Dec 2012 - Apr 2018- Engaged in requirement gathering and analysis to understand client needs and business processes.
- Prepared detailed functional and technical specifications for ServiceNow solutions.
- Developed and reviewed various ServiceNow components, including business rules, client scripts, UI policies, and scripted REST APIs.
- Created and maintained comprehensive technical documentation for developed solutions.
- Managed update sets to migrate changes between ServiceNow instances.
- Configured user roles, access controls (ACLs), service level agreements (SLAs), and notifications within ServiceNow.
- Led knowledge sharing sessions for clients and team members to ensure understanding and adoption of ServiceNow solutions.
- Conducted unit testing to validate the functionality of developed solutions.
- Performed integration testing to ensure seamless interaction between different modules and systems.
- Diagnosed and fixed bugs and defects within agreed upon SLAs to maintain system stability.
- Ensured smooth deployment of ServiceNow solutions and supported ongoing operation post-deployment.
Mohd Shahbaz
ServiceNow Developer
Experience: 11 Years
TECHNICAL SKILLS
ITSM Modules PagerDuty Azure DevOps JIRA Java Script SFTP Integrations REST APIEDUCATION
Bachelor of Technology (Jamia Milia Islamia University) - 2012
