Sk Fouzia Sultana
ServiceNow Developer
Hyderabad
Summary
- Results-driven ServiceNow Developer with nearly 5 years of experience in IT Service Management, HR Service Delivery, IT Asset Management, system upgrades, and process automation.
- Proven ability to lead projects and implement effective integrations, with a strong emphasis on user experience.
- Demonstrated strong communication and customer-facing skills by engaging with stakeholders and business users to understand challenges, gather product requirements, and deliver tailored ServiceNow solutions.
- Skilled at presenting technical information, status updates, and issues to drive informed decision-making.
Overview
5
5
years of professional experience
Work History
ServiceNow Developer
Dolby (Project1)
12.2020 - Current
Fouzia has worked on ITSM, HRSD, and ITAM modules.
Notable Projects:
- Upgrade Projects: Led successful instance upgrades with minimal bugs, resolving data issues, supporting UAT participants, and fixing bugs during QA. Communicated new features to stakeholders and managed pre- and post-go-live plans, including user training and support.
- Dolby JAMF Integration: Designed and architected integration of ServiceNow with JAMF. Created a custom solution that eliminated the need for a costly paid plugin.
- HR Data Retention: Anonymized and archived Germany HR cases older than six months. Enhanced data security and privacy, ensuring compliance with regulations.
- Automation: Proposed and implemented automations such as “Adding users to groups” and “Bulk requests,” reducing both cost and manual efforts.
- Onboarding and Offboarding Activities: Automated the commissioning and decommissioning of user access across multiple applications (e.g., Microsoft AD, Exchange, RingCentral, Intune, ServiceNow, Slack, Box).
- Dolby Integration Hub: Led design, architecture, and implementation of integrations using Spokes such as Microsoft AD and Box. Created custom actions for onboarding and offboarding activities, reducing manual efforts.
- SuccessFactors / Enboarder: Automatically created new hire requests, triggering onboarding and offboarding automation processes.
ServiceNow Developer
Micron
02.2020 - 11.2020
Developed catalog items including assignment rules, client scripts, approvals, regex, and UI policies for client delivery.
- Created assignment rules to route tasks to specific assignment groups based on defined conditions.
Implemented client scripts and script includes for form validation and auto-population of user location and email. - Designed UI policies, Data policies to modify field behaviors based on other field values.
- Created a Legal Knowledge Base, including a form for legal knowledge articles.
- Developed workflow for publishing and retiring articles based on approver roles.
- Worked on ACL, Business rules
- Worked on notifications, Reports and SLA
Education
Skills
ServiceNow Platform (ITSM, HRSD, ITAM)
JavaScript
Integration and Automation
Communication Skills / Collaboration
Agile Methodologies
HTML, CSS
Microsoft office, Box, Confluence, Enboarder, Okta
Reporting and Dashboards:
Problem-Solving/ Project Management
Roles and Responsibilities
- Relevant experience in ITSM, HRSD, and ITAM. Focused on automating solutions to reduce manual activities, significantly enhancing operational efficiency.
- Expertise in end-to-end implementation of Service Catalog, Incident Management, Problem Management, Change Management, and Knowledge Management.
- Served as a lead developer in Upgrade projects, with a demonstrated ability to guide teams toward project success.
- Proficient in developing Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes.
- Hands-on experience in designing workflows, creating catalog items, order guides, and record producers.
- Skilled in managing scheduled jobs, email notifications, flow designer, inbound actions, reports, homepages, CMDB and dashboards.
- Developed custom actions and workflows in Flow Designer, reducing manual efforts by 70%.
- Experienced in integrating ServiceNow with external systems using MID Server, REST APIs, Data Sources and Integration Hub.
Accomplishments
5 Applause Awards and 5 Spot Awards for exceptional performance.
Project Awards:
- High-quality, on-time delivery of HR Data Retention project.
- Key contributions to the Micron project.
- Successful ServiceNow upgrade and excellent task delivery recognized by Deloitte & Dolby leadership, enhancing client satisfaction.
- Automation of Box and Exchange offboarding tasks.
- Effective management of Washington ServiceNow upgrade and enhancements.
Firm Initiatives: - Contributions to the L&D initiative in FY24.
- Support in resume screening and recruitment activities.
- Selection of skilled resources for the ServiceNow CoE.
Certifications
- Certified ServiceNow Administrator
- Certified Implementation Specialist in ITSM
- Certified Application Developer - ServiceNow
- Micro: Service Portal
- Micro: Automated Testing Framework
- Pega Platform - Certified System Administrator
- Certified in C by Cisco
Timeline
ServiceNow Developer
Dolby (Project1)
12.2020 - Current
ServiceNow Developer
Micron
02.2020 - 11.2020