Fatema Kabir

• Worked on dashboard, introduced knowledge articles and Customer Service Management.

• Responsible for ensuring that Knowledge Articles are maintained, stable, and available to all clients.

• Created Scripted Rest APIs.

• Developed and maintained custom application security certificate management (CSM).

• Created and developed notifications for expiring certificates.

• Developed interface for importing External certificates (REST APIs).

• Created automation workflow to trigger notifications for expired certificates.

• Provided support for existing Atlassian environment including Jira administration and development.

• Created Workflows to automate the service requests.

• Implemented Discovery from scratch, by installing MID Servers on remote desktops.

• Created Integration with multiple tools to ServiceNow to get events-based alerts.

• Configured Integration with Workday to integrate job profiles between Workday and ServiceNow, automate survey triggers based on Workday events.

• Developed security around visibility of profile, cases, etc.

• Developed custom portal for pre-hire and Day 1 experience for manager and employee.

• Developed automated service to validate citizenship status to grant access.

• Developed automated service for generating warning, suspension, termination letters to employees.

• Worked on HR Portals, HR case Customizations, Interview and Recruitment process automation for Talent Management.

• Employee Self Service – Customized the portal as per the business requirements. Built the service and exposed to the employee self-service portal.

• Employee Document Management – Uploaded the organization documents to the EDM module of ServiceNow. Configured the retention policy and the security rules using HR criteria for the different types of employees within the organization.

• HR Payroll cases, Employee Relations, HRIT Operations

• Created HR Case from HR Profile in HRSD.

• Created Bulk Cases module to create the same type of HR cases for multiple employees.

• Worked on different states of HR Cases, such as Draft, Ready, Awaiting Approval, Work in Progress, Closed Complete HRSD.

• Monitored progress within HRSD.

• Automated HR Interactions in HRSD.

• Manage, Track, and Prioritize HR Work.

• Handled data security and compliance in HRSD.

• Worked on response template within HRSD to provide standard responses to various HR requests, such as request for time off or salary increases.

• Worked on Enterprise Onboarding and Transitions in HRSD.

• Integration with HRIS and other systems to streamline the transfer of employee data.

• Worked on different lifecycle events in HRSD, such as promotion, onboarding, off-boarding, relocation and parental leave.

• Identified system and application needs
• Analyzed current business practices, user needs and work flow processes
• Established project governance and facilitated steering and work team meetings
• Updated and tracked project implementation plan
• Developed, scheduled and facilitated test plans for software, network, integration, user acceptance and parallel usage
• Prepared and implemented procedures for downtime, end-users, production, and help desk
• Created HRSM cases for automated HR processes, such as employee on-boarding and off-boarding
• Automated standardized HR process using HRSM
• Facilitated design analysis with users to determine configuration for the user interface
• Specified the design decisions in an accurate and testable manner for developers and database analysts
• Managed servers on Amazon Web Services (AWS) platform instances using Puppet, Chef, and Configuration Management
• Analyzed clinical use of existing systems to identify problems to be resolved and defined system applications or processed improvements
• Determined, analyzed and formulated current practices, user needs and workflow processes, issues and potential solutions
• Obtained relevant data and information
• Analyzed, aggregated, assimilated, and validated data and information
• Worked with cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance
• Assisted with adherence by all lines of business to IT Service Management enterprise policies, standards, processes, procedures and guidelines for all ITIL processes
• Participated in ensuring analyses of data, establishment of new governance metrics, KPIs, and additional reporting
• Extensive experience with partnering with stakeholders to ensure ITIL processes are understood, adhered to, and improved
• Designed and developed solutions within ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and any other configurations required to support client processes
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Monitored AWS environment to ensure efficient usage of AWS services
• Created IAM users and provided access on AWS console for requested application
• Worked on EC2, S3, CloudFront, RDS, ELB, CloudWatch, IAM, security groups in AWS
• Configured ServiceNow Discovery and Orchestration, automated top and frequently used service requests
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch and Service Mapping
• Increased user satisfaction with tailored solutions by analyzing end-user requirements and translating them into functional specifications.
• Collaborated closely with cross-functional teams to develop effective strategies for IT service management initiatives using the ServiceNow platform.

• Configured and customized Incident Management and Problem Management applications to meet Business Requirements
• Designed and implemented custom UI for lab users using AngularJS, JavaScript and HTML
• Designed and implemented custom classes for enabling dynamic Inbound REST calls which were not provided by ServiceNow
• Implemented Service Request Management from End-to-End including the integrations with other tools and provided support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog
• Created Order Guides according to the client requirement
• Maintained and administered the implemented instance of ServiceNow modules including Incident, Change, Problem, and service Catalog
• Helped in writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per business needs
• Created and loaded catalog items and record producers
• Developed a website using Java Servlets and REST web services for credit card payment through PayPal API
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version
• Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros
• Helped customers realize business value from CA Clarity PPM tool
• Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management and Time Management
• Defined processes to monitor and evaluate the performance of key Portfolio components
• Analyzing risks and benefits during "Phase Gate reviews"
• Optimized and Balanced the Portfolio for performance and value delivery
• Evaluated Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals
• Created and used update sets to move customization between systems
• Assisted in Search, populate and customize the knowledge base
• Involved in providing Implementation and production support for service Catalog, Asset Management, Knowledge Management modules
• Handled incident resolution for ServiceNow instances and tenants including troubleshooting and patching
• Assisted in enforcement of development deadlines and schedules
• Managed users and groups access rights, business rules, global controls and scripting

• Worked on End-to-End implementation of Discovery
• Maintained Configuration Items and modified forms and form sections
• Worked on configuring the IP addresses to help detect the undiscovered CI's into CMDB
• Integrated ServiceNow with a third party to store all the credentials to avoid breaching up of credentials
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and business analysts in understanding the current ServiceNow system
• Developed solutions in the ServiceNow platform that are ITIL V3 compliant and defined business solutions for ITIL users
• Worked with business analysts to create and modify Service Catalogs and Request Workflow Designs
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB
• Assisted in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications
• Implemented a customer portal with bootstrap theme
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki
• Implemented a HR portal on the new Service portal in Helsinki
• Designed the Content Management System for Varian system which involved CSS and Service Catalog work
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis
• Configured LDAP Server and LDAP Listener for updating the user and group table record
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams
• Maintained the integrity of the ServiceNow tool across production and non-production environments
• Provided training on ServiceNow process, operations and capability to all required teams
• Involved in production support for all the ServiceNow related issues
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design

• Built complex desktop - style UI using HTML, CSS, JavaScript and AJAX including configuration wizards and interactive reports
• Developed front-end layout and intro for home page using Fireworks
• Used JDBC to manipulate data in the database
• Worked on developing REST web services
• Developed server-side application to interact with databases using Spring Boot and Hibernate
• Involved in application design of business logic using Java & J2EE
• Utilized the mail merge techniques in MS Word for time reduction in sending certificates
• Involved in developing Web Interfaces utilizing AngularJS, JavaScript, and jQuery
• Extensively used images of the product for web and catalog
• Web Application developed using Web Technologies2.0
• Interactive Planning for product development
• Used Flash Animations and Storyboard & User Flows for e-learning tutorials using human factor engineering design concepts
• Performed Unit Testing and JUnit integration and deployment of applications using tools such as ANT and Maven

• Built web pages that are more user-interactive using jQuery plugins for Drag and Drop, Auto Complete, JSON, Angular JS, JavaScript, Bootstrap
• Participated in meetings with the end-clients to develop layout, color scheme for the web page and implemented them with the help of HTML5, CSS3 and JavaScript
• Developed certain features of the application functionality i.e
• CRUD (create, read, update, delete)
• Used jQuery to traverse through a DOM tree and manipulated the nodes in the tree
• Implemented the Drag and Drop functionality using jQuery framework
• Developed data insertion forms and validated them using JavaScript
• Developed components to fetch the data from the back-end using AJAX and jQuery
• Reviewed customer feedback about debugging issues, fixed bugs with HTML5 and JavaScript codes and worked on resolving browser compatibility issues
• Helped in implementation of PHP MySQL solutions as per project specifications
• Used GIT as version control tool to update work progress with other team members
• Worked closely with SMEs, developers and other IT teams to understand the scope of the project and gathered functional requirements of the project to design and implement the application
• Contributed to all phases of development lifecycle