Mohammad Jordan
Royersford,PA
Summary
Experienced IT professional with 13+ years in Information Technology and 10 years in ServiceNow. Skilled in implementing end-to-end Service Catalog, Incident Management, and Change Management solutions. Proficient in JavaScript, Ajax, and web technologies for seamless integration with internal/external systems. Adept at gathering requirements, creating project plans, and leading teams to successful outcomes. Innovative ServiceNow Developer known for high productivity and efficient task completion. Possess specialized skills in system integration, application UI configuration, and workflow customization which contribute to successful project delivery. Excel in problem-solving, teamwork, and effective communication, ensuring objectives are met with precision and professionalism. Skilled ServiceNow Developer possessing broad knowledge in designing, developing and managing complex workflows on the ServiceNow platform. Demonstrates strong capability to code and script proficiently while delivering high-quality solutions. Exhibits robust problem-solving skills and keen understanding of IT service management processes. Previous work has led to improved operational efficiency through optimized service management applications.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ServiceNow Developer
Accelera Solutions
10.2023 - 09.2024
- Developed and customized the Service Portal, improving user engagement by 100% and reducing navigation issues
- Designed and implemented over 100 catalog items, streamlining request processes and increasing efficiency by 100%
- Created comprehensive documentation for the Service Catalog, including user guides and process workflows, enhancing end-user understanding and adoption
- Collaborated with cross-functional teams to gather requirements and deliver tailored solutions aligned with business needs
- Led the design and development of an intuitive Service Portal interface
- Worked closely with business analysts to translate user requirements into functional catalog items and workflows
- Developed and configured Project Portfolio Management (PPM) modules to streamline project planning and execution
- Created custom dashboards and reports, providing real-time insights into project status and resource allocation, improving decision-making processes
- Developed custom workflows and business rules for knowledge article approvals, ensuring content quality and relevance
- Collaborated with content creators and stakeholders to identify knowledge gaps and develop targeted articles
Senior ServiceNow Developer
Infosys
10.2021 - 09.2023
- Company Overview: Client: Vanguard INC
- Worked in a custom AGILE Environment of three-week sprints, tracked the status using a custom Kanban Board
- Involved in gathering requirements, requirements from the Business Team and creation of technical, functional specification documents, Backlog grooming, creating acceptance criteria for user stories
- Design and Developed UI/UX for Catalog Design, creating UI pages to use them in catalog items using the UI Scripts, designed workflows and execution plans
- As a part of core development team worked on resolving incidents by provided with proper root cause investigation
- Worked on Change Greenfield project to redesign the entire Change Management process by analyzing the existing customizations and implementing bolt on development to accomplish smooth upgrades
- Worked extensively on planning and upgrading the production instance from Madrid to Orlando version
- ITSM and ITOM initiatives
- Most of the initiatives are related to the Incident Management, Problem Management, Change Management, Service Catalogs, CMDB
- Implemented Orchestration in projects to manage data flow and automation between ServiceNow and Office 365, SCCM
- Provided support for issues related to Orchestration and other Integrations
- Import data from various data sources (FILE, JDBC) using import sets and transform maps
- Implemented Integration-Hub and worked on ServiceNow and office 365 spoke to pull mailbox data from Exchange
- Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
- Worked on ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates
- Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns
- Worked on Discovery and set up mid servers and check for the connectivity, gained expertise in troubleshooting Discovery tool
- Created database views to join multiple tables and enable data transfer from ServiceNow to other systems like DataStage, Bamboo, Excalibur, Splunk, Phantom using REST API (GET)
- Worked on Scripted REST APIs to manage requests and response from other systems to ServiceNow
- Used FTP to achieve file transfer between ServiceNow and other applications to manage data transfer
- Worked on implementing Event Management to enable the process of Incident and Standard Change creation based on Alert type received from Phantom
- Implemented custom SDLC process by developing tables and forms which assist in capturing and documenting work done by developers in the form for Incidents, Problems or Request Items
- Worked on importing data into ServiceNow and performed Transformation using Transform maps
- Worked on integrating ServiceNow and AWS using AWS service catalog connector to automate the process of provisioning secure, compliant, and pre-approved AWS products into the ServiceNow portal
- Created monthly Metric reports for IT management teams assisted with scheduling data exports to application owners
- Worked with end user self-service portal management and reconciliation of complicated workflows
- Created Knowledge articles to provide access to information related to services available on portal and other ITIL modules
- Communicate with external web services using SOAP Messages and REST
- Involved in LDAP integration with ServiceNow for obtaining users and groups
- Integrated with third party application (WAF) using JDBC Probes to update Outages
- Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps
- Worked on implementing Performance Analytics and fixing defects related to reports and dashboards generated
- Implemented CI/CD pipeline for enabling DevOps environment to assist deployment using Standard Changes by systems like Ansible and Bamboo
- Client: Vanguard INC
Sr. ServiceNow Developer
MS Tech Consultation
05.2017 - 09.2021
- Company Overview: Client: Lincoln Financial
- Working with client and functional requirements within ServiceNow
- Facilitating rollout of new applications and modules
- Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc
- Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for ServiceNow Instances
- Implemented SLAs, ACLs, Catalog Client Scripts, Catalog UI Policies as per the requirements
- Worked with Verizon E-bonding Integration by modifying OOB Script Includes
- Customized agile module to manage Software development projects
- Service Catalog and Request Workflow Design and Configuration
- Designing the Content Management System for Varian system which involved layout, CSS and service catalog work
- Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now
- Designed many email templates by using HTML and JELLY scripting and used them in notifications
- Created various workflows for Incident Management, Change Management, Service Requests and SLA's
- Supported chat, virtual agent and ServiceNow CSAT module
- Created Buttons and context menus both on form and lists using UI actions
- Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
- Written script includes and invokes them in business rules and client scripts
- Imported many CI's using import set tables
- Created data sources and loaded the ServiceNow tables with different data formats
- Created transform maps both automatic field mapping and scripting
- Also, worked on Asset Management and loaded the data using spreadsheets
- Client: Lincoln Financial
ServiceNow Administrator/Consultant
MS Tech Consultation
03.2015 - 04.2017
- Company Overview: Client: AIG -United Guaranty
- Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes
- Participated in Service-Now Quick Start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog
- Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations
- Objective was to unify and improve IT service delivery to various business lines and product families
- Organization Development - Designed organization strategy that would unify Monsanto IT organization silos around an ITIL IT Service Management framework
- Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
- Designed the User Interface and Configured the Asset Management application to support ITIL and business processes
- Populated users into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration
- Developed Client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement
- Configuring Email, inbound and outbound email actions and developing mail scripts on need basis
- Scheduling cloning and migration of data from instances with Service-Now
- Prepared requirement specifications and design documents
- Optimized and Monitored system performance and provided system statistics and reports to the Business
- Client: AIG -United Guaranty
ServiceNow Administrator/Consultant
Pfizer
01.2014 - 02.2015
- Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive, and easy to use
- Configured the email inbound actions that trigger incident with an email
- Verifying Email logs and troubleshooting emails with issues
- Scheduling the reports at some time in different formats like.PDF, Docx and landscape
- Scheduling jobs using JavaScript that runs at periodical time
- Configuring SLA's using SLA definitions for Incident, Catalog Tasks and Catalog Items
- Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalogs
- Added the dictionary entries to be listed out in incident list view
- Configuring Catalog items and adding them to Employee self-service page
- Adding UI policies and UI actions to achieve customer requirements
- Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes
- Performed technical validation and testing to ensure requirements are satisfied with sample data
- Recommended improvements or changes to technical and functional designs where appropriate
- Created Web service integration for external system to Create or Search records on CMDB_CI table
- Built service watch dashboards in Service watch
- Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error
- Worked on the internal portal for accessing all the business services by using ServiceNow Content Management Application
- Experience with Service Portal creation and maintenance and well versed in AngularJS scripting as well as CSS
- Involved in designing the portal and showcasing it into a user-friendly environment
- Create ServiceNow reports and dashboards
- Responsible for gathering the requirements from the client and using scrum process we used to divide the work
- Managing the standards in Queue management and assigning the tickets/tasks in an order
- Responsible for access control, security, minor enhancements such as form or workflow editing
- Providing the design solution, technical methodologies, and processes solution to meet the customer requirements
- Responsible for on-going enhancement and maintenance of the ServiceNow platform
- Involved in working with process owners to develop workflow, implement the workflows in Service Applications
- Performed Load, manipulate, and maintain data between Service-now and other systems
- Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
- Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility
Java Developer
T-Mobile
04.2011 - 12.2013
- Interacted with the stakeholders and gathered requirements and business artifacts based on Agile SCRUM methodology
- Developed web pages by using HTML, CSS and JavaScript
- Used Eclipse to develop source code and debug the application
- Built a custom cross-platform architecture using Java, Spring Core/MVC, and Hibernate
- Implemented Web-Services to integrate between different applications internal and third-party components using SOAP and REST services using Apache-CXF
- Configured Queues and Topics as part of application integration and defined Camel routing between queues/topics
- Reviewed the XML logical data model and developed XML schema XSD to validate the model and used JAX-B for Xml-Java Mapping and XML-XSLT conversion
- Developed and published web-services using WSDL, SOAP and XML, JAX-B based on top-down and bottom-up approaches
- Experience in pre-testing the Web-Service calls with SOAP UI using endpoints
- Coordinated Unit Testing by JUnit, Easy Mock, Integration and User Acceptance Testing and developed test cases for bean components
- Used Subversion for maintaining the component and for release and version management
- And JIRA for defect tracking
- Maven tool has been used for the build and deploy procedure scripts in UNIX, Linux and Windows environment using Hudson
- Been through Release process for project execution as part of SCRUM
Java Developer
Rite Aid
02.2008 - 03.2011
- Designed CSS based page layouts that are cross-browser compatible and standards-compliant
- Used jQuery for basic animation and end user screen customization purposes
- Responsible for design and development of the web pages from mock-ups
- Designed and developed creative intuitive user interfaces that address business and end-user needs, while considering the technical, physical and temporal constraints of the users
- Used Bootstrap library to quickly build project UI's and used AngularJS framework to associate HTML elements to models
- Extensive experience on using Angular directives, working on attribute level, element level and class level directives
- Utilized modular structure within the Angular JS application in which different functionalities within the application were divided into different modules
- Interfaced with third-party vendors to customize UI/UX solutions for web verticals
- Developed JavaScript library for rendering domain-specific layout XML to the web
- Developed code to call the web service/APIs to fetch the data and populate on the UI using JQUERY/AJAX
- Participated in development of a well responsive single page application using AngularJS framework, JavaScript, and jQuery in conjunction with HTML, CSS standards, with front-end UI team
- Application integration with Spring Web Services to fetch data from external Benefits application using SOA architecture, configuring WSDL based on SOAP specifications
- Used kafka APIs to pipeline the data streaming between the application and database
- Used MySQL database to save and retrieve data about user subscription and payment information
- Developed Mobile Apps using JQuery Mobile
- Responsible for making responsive web pages using twitter bootstrap and media queries
- Designed and developed CSS preprocessors (SASS and Compass)
Education
Bachelor of Science - Information Technology
Teshreen University
Amman Jordan06-2012
Skills
- Incident Management
- Scrum Framework
- Dashboard creation
- Performance Analytics
- RESTful APIs
- Event Management
- Asset Management
- Database configuration
- Application design
- Test automation tools
- Coding
- Mobile Application Development
- Reporting capabilities
- Applications Development
- Customer Support
- Report Generation
Certification
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- ITIL Foundation Certification
Timeline
ServiceNow Developer
Accelera Solutions
10.2023 - 09.2024
Senior ServiceNow Developer
Infosys
10.2021 - 09.2023
Sr. ServiceNow Developer
MS Tech Consultation
05.2017 - 09.2021
ServiceNow Administrator/Consultant
MS Tech Consultation
03.2015 - 04.2017
ServiceNow Administrator/Consultant
Pfizer
01.2014 - 02.2015
Java Developer
T-Mobile
04.2011 - 12.2013
Java Developer
Rite Aid
02.2008 - 03.2011
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- ITIL Foundation Certification
Bachelor of Science - Information Technology
Teshreen University
Similar Profiles
Halie KennieHalie Kennie
PMO Manager/Project Manager at Accelera SolutionsPMO Manager/Project Manager at Accelera Solutions
SHERMAN GRIERSHERMAN GRIER
IT Support Specialist Senior at Accelera Solutions Contract | Department of TransportationIT Support Specialist Senior at Accelera Solutions Contract | Department of Transportation
Abrahm ArandaAbrahm Aranda
IT Service Engineer at Accelera IT SolutionsIT Service Engineer at Accelera IT Solutions