Hassan

Email: has.91saleh@gmail.com
Cell: +1-3127888257
EXPERIENCE SUMMARY:
 Around 7+ years of experience in IT industry and in ITSM Consulting and ServiceNow platform as a
Developer/Administrator/BA.
 Involved in understanding customer requirement and implementing solutions using the knowledge in ITSM
tool and ITIL processes.
 Developing JavaScript and configuring workflows to implement additional features, customizations and
enable the process flow.
 Configuration and customization of Helpdesk, change/Incident/Problem/Asset Management Modules
including:
Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
 Great experience in Agile and Scrum Methodologies. 
 Liaised between IT and business to gather & validate requirements on different levels of projects. 
 Experience with documenting all the stories during ServiceNow Version Upgrade.
 Worked for providing production support for ServiceNow Hardware Asset Management, Scoped Applications,
Project Portfolio management, Service Catalog, Service Delivery Management, HR Service Delivery
Management.
 End to End Development and Customization of Incident, Problem and Change Management modules as per
ITIL Process.
 Experience in creating Reports, Homepages, Dashboards.
 Worked with configuring and managing the Configuration Management Database (CMDB)
 Configured the out of the box HR payroll module.
 Worked on different modules of User Administration.
 IT asset management (ITAM) implementation which involves financial, contractual and inventory function
development.
 Responsible for developing Service Catalog Items as per the requirements of the stakeholders.
 Involved in managing system configurations, gathering and documenting user and process requirements,
developing workflow customizations, and performing quality assurance testing and user acceptance testing.
 Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the
needs for business workflows, ticketing or other ITSM requirements.
 Created templates for tables and user administration modules.
 Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service
Now with internal/ external systems and tools.
 Experience in SDLC like Waterfall and AGILE methodologies.
 Involved in requirement analysis, Business analysis and Use-Case analysis.
 Created Scheduled jobs both scripted and periodical.
 Experience and has knowledge of Linux shell scripting.
 Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for
Key Performance Indicator, scorecards, and process flows.
 Self-Motivated, energetic, self-starter with excellent analytical, organizational and creative skills.

TECHNICAL SKILLS:
ITSM Systems ServiceNow (Jakarta,Istanbul, Helsinki, Geneva, Fuji, Eureka etc.)
Applications/Tools Webservices, SMART IT, JIRA, Discovery, ADDM, SCCM
Languages Java, JSP, CSS, Jelly, PL/SQL and C/C+, Angular JS, Bootstrap
Technologies JavaScript, Web Services, SOAP, REST API, XML, HTML, CSS
Database Oracle, SQL Server, MySQL

PROFESSIONAL EXPERIENCE:
Harland Clarke, San Antonio, Tx Feb 2020 – Till Date
Role: ServiceNow Developer/Administrator.

RESPONSIBILITIES:
 Worked on modules like Service Catalog Requests, Incident Management, Knowledge Management and
Change Management.
 Involve in analyzing the requirements and Change Management activities for new enhancement process for
organizational change and application change in the wok around.
 Experience in customizing workflows for change module like Standard Change, Normal Change, Emergency
Change.
 Developed HR service catalog for employees with pre-defined services, benefits, Claims, HR complaints,
change of reporting manager and other employee relationship item.
 Developed the workflows for the service request like whenever HR service request get submitted cases will be
automatically assigned to HR specialist.
 Build HR case SLA’s, manager dashboards, SLA scheduled job.
 Perform requirements gathering and validate requirements with process owners for process enhancement. 
 Provide demo of passed stories for process owners to obtain approvals.
 Experience in Domain Separation. Worked on domain separation with over 30 clients.
 Promotes best practice implementations of a Configuration Management Database (CMDB).
 Continuous support on CMDB update tasks generated for each on going change requests within the
organization.
 Good understanding of Service Desk process, Change Management process, Asset Management, Change
Tasking, Service Level Agreement processes.
 Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts
and UI Policies.
 Development of Service catalog which includes creating new catalog items, designing workflows and
execution plans.
 Recommends data standardization/normalization processes based on client data and requirements to ensure
data is effectively imported and maintained in a CMDB.
 Created inbound actions for creating the tickets through email.
 As an admin involved with domain separation with PPM, where managed to administer few tasks by grouping
them.
 Provides application support for the configuration, customization, and administration of the ServiceNow
CMDB.
 Discussed requirements on integrating Timecard Management and OpenAir via REST API.
 Worked on JIRA Integration using REST API.
 Involved in Agile Development Team as a part of PPM to support software development and release process.
 Creating reports and scheduling the reports as per the client requirement.
 Designed many email templates by using html and jelly scripting and used them in notification.
 Involved in designing topics through Virtual Agent.
 Extensively tested all the customizations during instance upgrade.
 Setting up Access Control Lists (ACL) to restrict access to other users who do not have re- quired roles.
 Created transform maps for importing CMDB data.
 Running Background Scripts to perform data cleanup on various tables.
 Created Reports and scheduler process to send report to management about incidents, problems and
application.
 Configuration of Email Notification and Alerts to notify users about specific activities in the system.
 Worked on maintaining the existing LDAP integration and modifying business rules.
  Designed Email Templates for notifications.
 Planned and maintained a track the prioritized works effectively using PPM.
 Worked closely with PMO team to discuss requirements implementing Demand Management, Timecard
Management.

TCF Bank, Minneapolis MN April 2019 - Feb 2020

RESPONSIBILITIES:

 Worked on Asset Management, CMDB. Designed and Implemented Business Rules and Client scripts.
 Work with project teams to integrate change management activities into the overall project plan.
 Managing CI identifiers, reconciliation rules, and Discovery schedules.
 Analyzes data and developing mapping schemas.
 Developed workflows and in customizing the applications in ServiceNow using Java script.
 Used Client scripts, Business Rules, UI Actions, UI Policies, Script Includes and Transform Maps.
 Involved in using the Access Control List (ACL) to restrict and give section access to the users.
 Involved in writing Catalog client scripts and UI policies to make client-side changes.
 Involved in giving demos on ServiceNow and gathering requirements from Client.
 Worked on Tenable Integration.
 Involved in creating Incidents for identified Vulnerabilities using REST Inbound Messages.
 Experience in implementing SAFe methodology.
 Involved in meetings with stakeholders to implement Project Management to manage projects, tasks.
 Worked on creating Project Templates, Project Task Templates.
 Worked on setting up Project Workspace.
 Involved in Customization and Maintenance of ITIL modules such as Incident, change and Knowledge base service
catalog and CMDB in ServiceNow.
 Involved in Sprint planning meetings and work towards defining the sprint items along with the product
stakeholders. (Using freeform dashboard)
 Worked on Service Catalogs.
 Performed configurations and customizations of Service Now applications like Service Catalog, Incident and
Change.
 Involved in redesigning the workflows using ServiceNow workflow editor.
 Planning and managing discovery/ assessment activities and defining high-level program/action plans
 Service Catalog: Built forms from scratch along with advances customizations at the level of UI Macros/UI page as
per the complex requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS.

M&T Bank, Baltimore, MD Oct 2018 – March 2019.

RESPONSIBILITIES:
 Worked on custom Service Portal applications.
 Designed and developed new widgets on custom service portals.
 Experience in developing REST API for widget functionality.
 Worked on developing catalog items and workflows.
 Extensively worked on daily support work like handling incidents, catalog tasks, creating Problems/Defects etc.
 Strong knowledge in JavaScript for writing Client scripts and Business rules.
  Facilitating rollout of new applications and modules.
 Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
 Coordinating the instance upgrade activities and migration activities using Update Sets
 Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service
Continuity Management, and SLA Management.
 Worked with process owners and business stakeholders to translate business requirements into functional
requirements within ServiceNow.
 Worked on designing Email Templates for notifications.
 Configured Service Level Agreements to define certain levels of service from both internal and external
providers.
 Experience in Server Script (Business Rules/Script Include) and good understanding of Server/Client API.

State Compensation Insurance Fund, Vacaville, CA May 2017 – Sep 2018

Responsibilities:
 Involved on working with CMDB and configured mid server and pointed them to various ServiceNow
instances.
 Built custom tables and fields from the scratch.
 Created custom Service Catalogs, Workflows, Email Notifications and Email Templates to suit new
requirements.
 Worked on the Implementation, Configuration and Maintenance of Business Rules, Client Scripts and UI
Policies.
 Designed workflows using workflow editor.
 Worked on Migration of Update sets between System Environments.  
 Built Email Notifications to match with the new approval hierarchy.
 Analyze, debug and fixed the defects that arise during the Migration process and post Go-Live.
 Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the
computer software in Service Now to produce the required product in an Agile development environment.
 Responsible for enhancements such as form or workflow editing, and UAT/Regression testing.
 As a part of support activity resolve incidents by providing proper root cause investigation.
 Using SCRUM methodology for the development and for defect tracking.
 Created 3 end-end websites with a lot of themes and Content Layouts using CSS that can be re-used in
ServiceNow.
 Developed custom workflows for Service Catalogs and Integrated with various third-party Catalog items.

CSC – Hyderabad, India Sep 2014 – July 2016

Responsibilities:
 Responsible for implementation and administration of Incident Management/Problem Management/Service
Level Management (SLM) and Service Catalog.
 Built Client scripts, Scheduled scripts and Business Rules, UI Policies.
 Created standard workflows which are being re-used and propagated and handled many custom events.
 Designed and built configurable data driven field level validations for outbound communication which can be
scaled to any integration.
 Provided analysis of problems while working towards solutions to technical issues.
 Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step is an
important precursor for the client to start contemplating implementation of Change Management, Problem
Management.
  Developed test cases for functional, System testing.
 Worked on Supported platforms like Windows XP SP3, Windows Server 2003 SP2, Windows Vista SP1 and
Windows Server 2008.
 Documented technical, process flow and prepared user guidance docs.
 Familiar with ServiceNow admin activities which involves Group, User Administration, Approvers, Support
Groups, Sites, Production Categorizations, and Templates.
 Deployed enhancement and releases into production ServiceNow environment
 Involved in documenting platform defects and worked with the vendor for analysis.

Environment:
Windows 2007, Eureka, Fuji Release of ServiceNow, JavaScript, and Jelly Script.