Faraz Rashid
Mississauga,Ontario
Summary
Dynamic and results-driven IT Systems Analyst with 5+ years of experience in ServiceNow development, ITSM, CMDB, and IT Operations Management. Proven track record of implementing automation-driven solutions to enhance IT service efficiency, reduce downtime, and optimize asset management. Skilled in integrating enterprise technologies, leading cross-functional teams, and leveraging ITIL best practices for operational excellence. Passionate about driving digital transformation and fostering innovation in IT service delivery.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Systems Analyst
Cleveland Clinic Canada
07.2022 - Current
- IT Lead for the Express Care Online team, overseeing IT operations, troubleshooting, and ensuring seamless service delivery.
- Product Owner for Tyto Homecare, acting as the primary point of contact for company setups, contract implementations, and issue resolution related to Tyto.
- Designed and implemented ServiceNow ITSM solutions, reducing ticket resolution time by 40% and improving service request automation
- Conducted gap analysis to identify improvement areas in CMDB and ITOM processes, enabling more efficient IT operations and alignment with industry standards
- Led a major ITOM implementation, improving incident root cause identification and improving troubleshooting time by 30%
- Utilized Tanium to deliver endpoint visibility and control, managing hardware/software inventory, ensuring compliance, and identifying vulnerabilities across the organization
- Integrated ServiceNow with Tanium to automate incident resolution and patch management, reducing system downtime and improving overall security posture
- Configured and maintained real-time asset discovery and synchronization between Tanium and ServiceNow CMDB, enhancing data accuracy and supporting IT operational decisions
- Leveraged expertise in ServiceNow to implement and maintain automated workflows, improving service delivery efficiency and reducing manual efforts by 40%
- Applied ITIL best practices to effectively manage incident, change, problem, request, and knowledge management processes, ensuring compliance and operational excellence
Junior IT Analyst
Cleveland Clinic Canada
07.2021 - 07.2022
- Played a pivotal role in optimizing IT infrastructure, systems, and processes at Cleveland Clinic Canada
- Managed IT support for 400+ end users, ensuring 95% uptime across corporate offices, clinics, and remote locations.
- Reduced IT asset turnaround time by 35% by implementing a structured IT Asset Management (ITAM) system in ServiceNow.
- Led national hardware refresh projects, overseeing procurement, configuration, and deployment of devices across multiple locations.
- Provided Tier 2 & Tier 3 support, resolving escalated IT incidents with a 98% resolution rate within SLA.
Education
Bachelor of Honours - Information Technology – Specialized in Risk Management
York University
Toronto, ON01.2023
Skills
- ServiceNow: ITSM, CMDB, ITOM, CSDM, Workflows, Scripting, Integrations
- IT Service Management: Incident, Change, Problem, Request, Knowledge, ITAM
- Infrastructure & Security: Tanium, Active Directory, Software Deployment, Endpoint Security, Citrix
- Development & Scripting: Java, JavaScript, SQL, PowerShell, REST API
- Cloud & Virtualization: Azure, VMware
- Tools & Methodologies: JIRA, Confluence, Agile, ITIL Framework
Certification
- Certified System Administrator, ServiceNow
- Python for Data Science, AI & Development, IBM
- ITIL Foundations (Pursuing)
Timeline
IT Systems Analyst
Cleveland Clinic Canada
07.2022 - Current
Junior IT Analyst
Cleveland Clinic Canada
07.2021 - 07.2022
- Certified System Administrator, ServiceNow
- Python for Data Science, AI & Development, IBM
- ITIL Foundations (Pursuing)
Bachelor of Honours - Information Technology – Specialized in Risk Management
York University
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