Sameer Ali Shaik

Working with process owners and business stakeholders to translate business requirements into functional requirements

● within ServiceNow and proposing resolution and design suggestions

● ServiceNow instance core setup and configuration and customizations

● programs and workflows Designing solutions to enhance IT service requests in Service Request Management module by developing JavaScript

● Design and Development of Applications land modules to deliver the client's business requirements.

● Unit testing of deliverables

● Timely Support to resolve any implementation and performance issues reported on tool.

● Design and Configuration of workflows for multiple type of changes as per the Change Advisory Board requirements

● Involved in the knowledge Management, Problem Management, Incident Management, and Demand & Release

● Management enhancements

● Facilitating the continuous service improvements with in Incident Management, Change Management and Service Request Management modules

Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts Responsible in building Catalogs, Catalog categories and Record producers

● Defined users, groups and roles and providing accessing permissions Participated in validating Form and Table level using UI Policies Worked with Import and Update sets

● Created Email notifications, Email Templates and Mail scripts, trigger email notifications from server-side scripts by using events existed in event registry

● Generic Workflow designed for Service Catalog items as per client requirements

● Client scripts, Business rules, UI Policies, Access Controls and UI Actions are written to provide validations and buttons and to limit access privileges in Incident, Service catalog modules

● Imported the data to CI Tables via XML as per the client requirements Worked on with CMDB related dashboards

● Worked on Incident Management, Change management, Problem Management, Knowledge Management module

● Creating and maintaining scheduled jobs

● Used Background scripts in case of any data validations Created various notifications at different stages Configuring Users, Groups and Roles

● Created ACLs based on the security mechanism provided by Customer and best practices.

Created HR Templates and Associated to HR service to auto populate values in the case.

● Creation of New HR Services.

● Created Order Guide which is used for Onboarding and Off boarding which include multiple items.

● Created multiple Record Producers and make available to end user in ESC.

● Configured Notification to send Communication from the system to Customers. ● Implemented REST Integration & E-Bonding Integrations.

● Created Reports for Calculating the SLA metrics and Responsible in adding to Dashboards.

● Worked on Business Rules, Client Script, UI Policies, UI Action, to Leverage the Customer Instance.

I have been part of the Paris to Rome upgrade and dealt with defects post-upgrade.

Orchestrated user administration tasks, such as creating users, assigning groups, and managing roles. Tailored and personalized Service Now applications to align with client needs. Played a vital role as a support expert, aiding in the identification of root causes and resolution of incidents. Demonstrated mastery in Service Now platform administration and configuration. Exhibited a deep comprehension of the ITIL framework and its optimal methodologies. Showcased exceptional incident management capabilities and proficiency in problem- solving. Displayed remarkable communication skills and adept stakeholder management abilities. Thrived in a collaborative, fast-paced, and cross-functional environment. Showed meticulous attention to detail and exhibited strong analytical prowess.

INCIDENT MANAGEMENT SPECIALIST

- Lead the full life cycle management of incidents and service requests.

- Empower team members to resolve issues effectively.

- Communicate outages swiftly and with high quality.

- Uphold and enhance processes and standards for incident management.

- Address chronic system issues and provide actionable feedback to engineering for enhancements.

- Track and maintain reliability and availability metrics to meet infrastructure SLAs.

- Available for 24/7 on-call duties as an escalation point.

- Generate and refine standard operating procedures and maintain comprehensive knowledge.

INCIDENT & PROBLEM MANAGEMENT ANALYST

- Oversee daily incident and problem management operations with internal and external teams.

- Develop and implement incident and major incident management processes across IT operations and third-party providers.

- Lead cross-functional crisis management teams during critical incidents to expedite service restoration.

- Conduct in-depth investigations into problem root causes and coordinate with relevant stakeholders