About
ServiceNow Developer with 2.7 years of experience at Accenture delivering ITSM and Hardware Asset Management (HAM) implementations and enhancements. Skilled in Flow Designer/Workflow automation, JavaScript development, executive reporting/dashboards, and ITOM Discovery support (CMDB, MID Server). Led ITIL license optimization audits to improve compliance and reduce subscription costs; currently expanding into HR Service Delivery (HRSD).
Skills & Expertise (18)
Work Experience
Packaged App Development Analyst
Accenture
Aug 2023 - Present
Build and enhance ITSM processes (Incident, Change, Request) and automate lifecycle steps to reduce manual effort. Configure Hardware Asset Management (HAM), including asset lifecycle states and bulk asset imports. Lead ITIL license optimization audits by reviewing roles and reclaiming inactive licenses to improve compliance and reduce subscription costs. Provided secondary support for ITOM Discovery, performing Quick Discoveries and monitoring MID Server health to ensure infrastructure visibility. Created custom reports, dashboards, and scheduled reports in ServiceNow to help teams and leadership track progress and make decisions. Develop Service Catalog items to improve user experience and standardize request fulfillment. Managed end-to-end testing and used Update Sets to move custom code and configurations from Dev to Production safely. Set up Inbound Email Actions and automated Outbound Notifications to keep users updated. Created and updated Service Level Agreements (SLAs) to make sure IT teams are meeting their response and resolution deadlines. Managed the Cloning process between environments and coordinated System Upgrades. Configured REST API connections to exchange data between ServiceNow and external applications.
Education
Bachelor of Technology (Biomedical Engineering) - Kalasalingam Academy of Research & Education
2019 - 2023 · Afghanistan
Certifications
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Skills (18)
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