Abdul Ali
Senior Lead ServiceNow Developer/ Consultant
Munich, Germany
Summary
Lead ServiceNow Developer with 8+ years of expertise in ITSM, ITOM, HRSD, ITAM, SPM, CSM, Integrations, and other modules. Focuses on delivering scalable and automated solutions that adhere to ServiceNow standards. Successfully manages technical implementations and leads enterprise IT architecture initiatives in alignment with business goals and fostering innovation. Proactive approach, strong problem-solving, and decision-making skills. Effective collaborator for internal and external stakeholders, driving successful project execution.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
Senior Lead ServiceNow Developer / Consultant
Carrier Global
Nevilles
1 2022 - 9 2024
- I oversee daily development tasks and ensure smooth deployments within ServiceNow environment.
- I specialize in ITSM modules, working extensively on configuring UI Actions , UI Policies , Client Scripts , and Script Includes .
- In a recent project, developed custom solution that automated ticket escalation workflows using Flow Designer, Business Rules, and Glide APIs, significantly improving response times and enhancing user satisfaction.
- One of my proudest achievements was integrating ServiceNow with Active Directory and LDAP, streamlining user management and automating data synchronization between systems.
- Acted as the Subject Matter Expert for designing the customer portals, including the Employee Center and Knowledge Portal.
- I developed a One Stop Portal for Cloud Administrators and Users to manage cloud operations such as starting, stopping, rebooting, resetting, across AWS , Azure , and Google Cloud , supporting multi-environment requests.
- I configured Predictive Intelligence and Artificial Intelligence to identify case types from case descriptions and set up assignment rules in both ITSM and CSM .
- Deployed and customized Performance Analytics for ITSM for various clients. Created custom indicators, breakdowns, scorecards and widgets for executive dashboards using Performance Analytics.
- Spearheaded ITOM initiatives to improve CMDB accuracy using Discovery and Service Mapping, aligning CMDB structures with CSDM for standardized service delivery.
- Worked on complex CMDB queries using CMDB Query Builder to produce reports and graphs for inner join and outer join with the other ITSM tables like Incident Management.
- Delivered end-to-end HRSD solutions, including custom workflows, case management automations, HR catalogs, and knowledge bases, leading to enhanced HR process efficiency and seamless integration with existing HR systems.
- I gave done Integration with Workday using the REST API to configure the HRSD model, streamlining onboarding, offboarding, and HR Case Management processes.
- Developed a custom Record Producer for the HR Ticket Page to create HR incidents and cases, ensuring seamless HR Service Management ( HRSM ) integration with IT Service Management via the Employee Service Center ( ESC ) portal.
- Perform impact analysis by tracking and managing the relationships between company configuration items (CI) for improved visibility of potential problems via Schema Maps, CI Class Manager, and Dependency View Map.
- I have expertise in aligning resource planning with Strategic Portfolio Management ( SPM ) and managing the full project lifecycle, resource allocation, and financial tracking within ServiceNow SPM to achieve optimal project outcomes.
- Created custom indicators, breakdowns, scorecards and widgets for executive dashboards using Performance Analytics .
- Managed software licenses and usage by systematically tracking and evaluating them using SA Management (SAM).
- Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
- Developed an Employee Self-Service (ESS) portal from scratch using ServiceNow CMS, incorporating Bootstrap classes to improve visual appeal and user experience.
- Worked on ( ITBM ) Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts.
- Implemented a custom widget utilizing CSS and HTML to capture information from end users to effectively capture and store the contact information in tables.
- Extensive hands-on experience with client and server-side scripting, UI policies and actions, creating flows and workflows, script includes, macros, catalog items, tasks, catalog tasks, asset management, form layouts, list and custom field creation, and business rules.
- Day to Day activities included monitoring Incident queue and resolving high priority and critical tasks. Acted as to go person to resolve any immediate asks from BA's and End user queries.
- Stayed updated on ServiceNow platform updates and best practices, and participated in industry events.
ServiceNow Developer / Administrator
Freedom Mortgage
02.2020 - 12.2021
- In my role as a ServiceNow Developer/Admin, I started each day by ensuring the seamless operation of the ServiceNow platform, problem-solving and proactive maintenance, ensuring the system runs smoothly.
- Handled the administration, resolving incidents and service requests swiftly, and managing routine platform tasks like user management, system upgrades, and configurations to maintain optimal performance.
- Proficient in ITAM practices and tools for tracking, managing, and optimizing IT assets, including hardware, and software.
- I led the development and maintenance of ITAM modules, including Hardware Asset Management (HAM) and Software Asset Management ( SAM ), revolutionizing asset visibility by managing their entire lifecycle and implementing the CMDB to accurately track Configuration Items ( CIs ) and their relationships.
- Leveraged ServiceNow's discovery tools to automate CMDB population, ensuring asset compliance and improving accuracy in Configuration Items (CIs) and their relationships, while streamlining asset audits and license management in collaboration with cross-functional teams.
- Developed custom applications using App Engine Studio (AES), integrating advanced features like workflow automation, data analytics, and module integrations to enhance efficiency and user experience.
- Managed cloning activities by requesting clones and excluding specific tables, and created scorecards based on CMDB data.
- Worked with ServiceNow Event Management by configuring Event Mapping, Transform and alerts rules, Incident Templates.
- Extensively worked with REST , GET and POST using basic HTTP Authentication.
- Configuring dictionary overrides, lookup data tables, ACLs, client scripts, and business rules on tables to enhance user experience and functionality.
- Contributing to the implementation of project , demand , and timecard management modules, integrating data into dashboards for improved governance processes.
- Additionally, I integrated risk and security management frameworks into the PPM module, ensuring our projects met compliance standards and mitigated risks effectively.
- Documented progress, user stories, and project milestones has been another key part of my work.
- Developed catalog workflows using Orchestration workflow activity blocks, including password reset automation and custom workflows using PowerShell scripting for provisioning tasks like user account setup and mailbox configuration.
- Documented the Business Requirements Document ( BRD ) and the Functional Specification Document ( FSD ).
- Created Update Sets to migrate customizations from one instance to another instance. Which also includes problem solving skills that occur while deploying an update to target instance.
- Creating Relationships between the different tables and updating the child from the parent and maintaining the synchronization between the related modules.
- Designed, developed, and implemented a Content Management System ( CMS ) website and unit-tested CMS solutions on ServiceNow, including reviewing test cases, scripts, and plans.
- Made basic configuration changes to the UI using Branding Editor and other components of the Service Portal. Edited and extended portals, pages, and widgets.
- Coordinating and working with on-site business and project team members and offshore development team for gathering and reviewing various functional and design requirements.
- Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
- Configured LDAP server and listener to update user and group records, and managed the creation of users, roles, and groups.
- Execute both server-side and client-side scripting to automate processes and integrate solutions.
- Provide support in System Performance Dashboard, Instant Scan , Health Scan , Release Notes , and Upgrade Center .
- Built Work from Home and Hybrid work model compliance rules and implemented Governance rules for organization due to new COVID-19 policies and guidelines.
- Applied Agile and Scrum methodologies in ServiceNow projects, leading sprint planning, daily stand-ups, and retrospectives to enhance team collaboration and project efficiency.
- Utilized JavaScript and AngularJS to develop custom widgets and client-side scripts, ensuring dynamic content rendering and real-time data updates within the ServiceNow environment.
ServiceNow Developer
Techno soft Corp
01.2018 - 01.2020
- Focused on delivering sprint tasks, attending daily stand-up meetings, collaborating with teams to resolve ServiceNow related issues, and customizing modules to meet business requirements.
- I dedicated time to mastering practical implementations of Service Catalog, Service Portal, Employee Service Center, Workflows, and Flow Designer by working on story logs built by other developers.
- Additionally, I customized the Employee Service Center to enhance user experience and streamline HR operations.
- I worked closely with stakeholders to meet the business objectives and delivered the project within the planned timeline by adhering to Agile sprint cycles .
- My role involved monitoring the escalation processes, resolving issues as they arose, and continuously improving workflows to ensure seamless incident resolution.
- Through strong collaboration with cross-functional teams, I maintained service levels and optimized escalation procedures.
- Successfully delivered HR Case Management and ITSM solutions, improving process efficiency and user experience. Enhanced expertise in ServiceNow architecture, workflows, and customizations.
- My expertise includes creating complex workflows using Flow Designer, orchestrating activities across different modules, and leveraging core terminologies such as triggers , conditions, approvals, tasks, and notifications.
- Proficient in building and customizing workflows to meet specific business requirements, ensuring seamless integration with other ServiceNow applications and external systems.
- Designed and developed user-friendly, efficient service catalog items, ensuring a smooth end-to-end experience for requesters, involves creating catalog items, record producers, and workflows to automate the process.
- Customized and enhanced the Service Portal to provide an intuitive, branded user experience. This includes developing custom widgets, scripting, and utilizing UI policies to tailor the portal's appearance and functionality.
- Implemented workflows associated with catalog items, leveraging Flow Designer and Business Rules to automate approvals, notifications, and task assignments, streamlining the fulfillment process.
- Developed and maintained integrations with external systems through REST and SOAP APIs to extend the capabilities of the Service Catalog and Service Portal, ensuring seamless data exchange.
- Continuously monitored, optimized, and troubleshoot the Service Catalog and Service Portal to ensure optimal performance, user satisfaction, and alignment with business goals.
- Assist in the preparation of technical specifications and documenting meeting departmental guidelines.
- Provide solutions that potentially impact other dependent projects and applications.
- Configure, develop and unit test new functionality or bugs on the ServiceNow platform.
- Worked on Active Directory, Windows Server, PowerShell, Exchange email and Unix systems
- Collaborate with other developers to identify and address solutions for inefficiencies, technical debt, and performance bottlenecks.
- Utilized the ServiceNow workflow editor to redesign workflows and optimize process efficiency.
- Created custom and scoped applications tailored to customer needs.
- Configured Service Level Agreements to define certain levels of service from both internal and external providers
- Develop Widgets and fixed widgets in Service Portals to enhance the user experience.
- Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.
- Worked on both Client scripts and Server-side scripting like Catalog Client script, Business rules, UI Actions, UI policies, ACLs, Workflow, flow Design, SLAs using OOB applications, Custom apps, and Record Producers .
- Created the Automated Test Framework suits and addressing test failures for various scenarios in the Request Management, Release Management, Event Management, and Asset Management areas.
- Integrated ServiceNow with third-party tools and systems to streamline data exchange and improve system integrations using REST and SOAP APIs.
- Presented the project's capabilities to Product Owners, documented results, and contributed to effective project management and decision-making.
ServiceNow Software Developer
Pfizer
06.2016 - 12.2017
- As a Software Developer, I began by familiarizing myself with the core functionalities of the ServiceNow platform. I started with the basics of ServiceNow development, including understanding the architecture, the platform's interface, and its development environment.
- Initially completed training modules focused on ServiceNow fundamentals, such as scripting with JavaScript, Glide APIs, and understanding how ServiceNow workflows operate.
- Assisted in creating and managing UI policies to dynamically control form elements' visibility, read-only status, and mandatory fields based on user inputs, ensuring an intuitive and user-friendly interface.
- Developed and configured UI Actions to add custom buttons and links on forms, lists, and related lists, enabling users to perform specific actions or trigger scripts with a single click.
- Wrote and maintained Business Rules to automate server-side processes, ensuring data integrity and enforcing business logic across the platform while optimizing performance.
- Assisted in defining and managing ACLs to control user access to specific records, fields, and data sets, ensuring that only authorized users can view or modify sensitive information.
- Configured and managed variable sets for use in catalog items, streamlining the creation of reusable variable sets to enhance consistency and reduce development time.
- Helped set up SLAs and OLAs to track and manage service performance, ensuring that commitments are met and providing transparency into service delivery timelines.
- Additionally, I learned to navigate ServiceNow Studio, creating basic applications, and began exploring modules such as Incident, Problem, and Change management.
- After completing initial training, I dove deeper into platform development, working through real-world scenarios and developing small-scale configurations.
- I started gaining hands-on experience by creating Service Catalog items, customizing form layouts, and building basic Workflows and Business Rules in a test environment.
- I also collaborated with senior developers, shadowing them as they built and tested new features, which helped me better understand how ServiceNow solutions are developed and implemented.
- Developed a strong foundation in JavaScript by studying and practicing core concepts such as variables, data types, loops, functions, and object-oriented programming. I actively apply this knowledge to build simple scripts and enhance functionality within applications.
- Gained hands-on experience with Glide APIs in ServiceNow, focusing on how to interact with and manipulate data within the platform. This involves understanding how to use Glide Record, Glide Ajax, and other APIs to automate processes and perform server-side scripting.
- Learned the phases of the SDLC, including requirements gathering, design, development, testing, deployment, and maintenance. I contributed to various stages under the guidance of senior developers, ensuring that I understand best practices in each phase.
- Practicing coding standards and best practices in JavaScript and ServiceNow development. I regularly review and refactor code to improve readability, maintainability, and performance.
- Worked closely with senior developers, participating in code reviews, and engaging in team discussions to learn from their expertise and gain practical insights into real-world software development processes.
- Error Handling was implemented using custom error pages.
- Active part in designing and creating UI of the application using JavaScript, HTML, CSS and jQuery.
- Involved in Client Interactions to gather the requirements for reports.
- Worked alongside end users to design, implement, and debug applications.
- Writing SQL queries for report generation. Strong understanding of HTML, CSS, JavaScript, web services, design and architectural patterns, and window services.
- Worked and managed the graphical user interface of an application using Java, JSPs and SQL.
Education
Bachelor of Science - Computer And Information Sciences
University of The Punjab
05.2001 -
Skills
Client Relations: Stakeholders Engagement, Requirement gathering
Project Management: Agile practices, Time Management, Prioritization Skills
Team Collaboration: Cross Platform Teamwork, Problem Solving, Conflict resolution
Critical Thinking: Analytical skills, Troubleshooting, and Technical Writing
Time Card Management
Event Management
AngularJS Framework
Jelly Scripting
Scrum Framework
CMDB Management
SLA Configuration
ServiceNow Development
JavaScript programming
Problem Management
Workflow configuration
Incident Management
RESTful APIs
Knowledge management
LDAP Integration
Test management
Performance Analytics
Client Scripts
ServiceNow Administration
Business Rules
IntegrationHub Spokes
Applications Development
Database configuration
Problem-Solving
Javascript
Teamwork and Collaboration
Software Testing and Validation
Project Portfolio Management
Certification
Certified System Administrator (CSA)
Timeline
Integration Hub Fundamentals (Micro-Certification)
11-2024
Virtual Agent Implementer (Micro-Certification)
01-2024
Service Portal Fundamentals (Micro-Certification)
01-2024
Application Developer User Interface Creator (Micro-Certification)
11-2023
Certified System Administrator (CSA)
01-2023
ServiceNow Developer / Administrator
Freedom Mortgage
02.2020 - 12.2021
ServiceNow Developer
Techno soft Corp
01.2018 - 01.2020
ServiceNow Software Developer
Pfizer
06.2016 - 12.2017
Bachelor of Science - Computer And Information Sciences
University of The Punjab
05.2001 -
Senior Lead ServiceNow Developer / Consultant
Carrier Global
1 2022 - 9 2024
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