Mohammad Kazim

● Supported American Tower Management Incident management Process by assigning and resolving the tickets in Queue
● Involved in client meetings and gathering requirements and created user stories according to the business needs
● Involved in daily scrum meetings and update the status of the development work
● Worked on Complex Catalog items which involves Automation Process
● Worked on Flow Designers to create the flow for catalog items
● Worked on Loading data int o servicenow using import sets
● Created inbound email actions that creates a Request Item from the email body
● Involved in Splunk Integration with Servicenow using Rest API's
● Created Scheduled jobs to make the Requested Items active False for the archived requests
● Created standard changes for the migration of code to PROD
● Involved in Bi Weekly Sprint Releases and Production Fixes and Code Reviews
● Worked On Knowledge Articles
● Worked on High Priority Incidents related Secops and vulnerability
● Worked on security Incident response Catalog items
● Configured custom code to map the Alerts creating Security Incidents

Roles and Responsibilities:
● Involved in developing Use Cases and Technical Design Documents.
● Designed form layouts, workflows and modules in applications.
● Involved in writing client scripts and UI policies to make client side changes.
● Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
● Created schedules, reports and monitor performance of Service Now.
● Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
● Created functional and technical specifications

documents for various Service now modules.
● Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
● Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, and UI Macros in Service Now.
● Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
● Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
● Writing Catalog client scripts and UI policies to make client side changes.
● Extensively used the Glide Record for server side scripting (in business rules)
● Experience on working with Script Includes and Scripted Web Services.
● Writing script includes invoking them in reference qualifiers or variable scripting.
● Bi-directional integration between ServiceNow with Mark logic using REST API methodology
● Testing the Integration with Mark logic using Soap UI
● Customizations in ServiceNow forms as per client requirement.
● Develop and deliver customized portal web pages in ServiceNow using JavaScript frameworks
● Experience in configuring email notifications in ServiceNow.
● Creating Knowledge articles to document the steps in creating the catalog items.
● Working on different kinds of variables and variable sets.
● Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: ServiceNow New York, Quebec, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO,
LDAP, Workflows, Incident, Change, HTML, CSS, Java,JIRA

Responsibilities:
● Worked on UI customizations for forms, lists and UI actions.
● Implemented Core configuration changes to the platform as well as supporting applications.
● Used system logs to view information about system activity (i.e. Work Flow, Configuration,
Transaction, Email, Events, and System and Upgrade logs).
● Service Catalog (Request Item, Order guide and record producer) has been created based on
client requirements. Workflow has been created to support the approval workflow and task
assignment.
● Handle the tasks of managing Configuration Management Database as well as configuration
control of the operational baseline
● Responsible for analyzing proposed product changes to determine effect on overall Configuration
Management Database System
● Perform responsibilities of ensuring that the configuration items are identified and controlled
● Handle the tasks of providing guidance to engineering staff on methods, procedures and
requirements for entering Configuration items into the CMDB
● Perform responsibilities of planning and coordinating in the preparation of project
documentation like product specifications, engineering drawings, and contract modifications
● Identify customer requirements and ensure that customer contract requirements are met
● Creation of business rules on Configuration Item which triggers on insert/update to make a SOAP call to transfer data to EAI.
● ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets,
development of reports & metrics for executive management.
● Manage ITIL Processes monitoring overall system performance using the System Performance
and System Diagnostic dashboards. Integrating ServiceNow with other systems and
customization.
● Technical implementation of various ServiceNow modules such as Change Management, Incident
Management, Problem Management, Service Catalog, Configuration Management.
● Responsible for Development Team Performance and involved in grooming & mentoring team
members on various processes.
● Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
● Create data fix scripts for data corruption issues and perform Root Cause Analysis.
● Involved in daily, weekly and monthly meetings with client on the work progress and discussions
on the upcoming work.
● Educating end users on the usage of service now applications like incidents, problems and service
catalogs.

Environment: Madrid, London Release of Service Now tool (incident, Problem, service catalog), Java Script, CSS, Jelly
Script.

Responsibilities:
● New fields were added to support the client requirement along with the set of business and
client rules, UI customizations, to fulfill client requirement.
● Updating Incident/Problem/Change module based on client feedback.
● Creating new groups and adding users to the groups in service now.
● Service Catalog (Request Item, Order guide and record producer) has been created based on
client requirements. Also Workflow has been created to support the Approval workflow and task
assignment.
● ServiceNow Application UI Configuration, Data Loads using import sets, Advanced workflows,
development of reports & metrics for executive management.
● Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
● Integration of ServiceNow with LDAP.
● Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
● Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
● Post Implementation worked as ServiceNow Administrator and supported any issues and
resolved them accordingly.
● Exposure to new plugins like Project Portfolio Suite for project creation from a Change or
Incident, Project Planning, creation of project as well as test tasks and their relations and
dependencies, resource planning, allocation and scheduling.
● Done the coding to automate the migration process and SOAP was used to interact with Service-Now platform.
● Created and moved update sets to different ServiceNow instances.

Responsibilities
● Developed Test Plans, Test Cases to test the Screens and workflows for Quality Assurance
● Participated daily Scrum stand-up meetings with cross-functional teams to review daily-generated burn down
charts and progress
● Used ADB command to pull locates for android devices.
● Monitored and debugged issues with the Android and IOS devices using Appium.
● Extensively worked on finding root cause of issues for the Android and IOS devices.
● Used Java concepts of Collections (List, Set, and Map), IO (Apache POI), XML, Properties to create dynamic
framework for UI and API automation (HTTPClient)
● Performed Java API testing using Java and TestNG. Also performed parameterized testing using TestNG.
● Created Automation Scripts & framework in Appium for IOS &Android Mobiles using Selenium WebDriver.
● Identified test cases to automate. Automate those test cases using Selenium WebDriver, TestNG and Java
(Eclipse IDE).
● Converted QTP scripts into Selenium scripts. Used Java as Language and Eclipse as IDE, Maven as build
tool, Jenkins as CI tools.
● Responsible for implementation of Hybrid Test Automation Framework build using Selenium WebDriver,
TestNG and Maven technologies under Java platform.
● Used Maven, SVN, Selenium WebDriver, Java and Selenium Grid to create nightly automation scripts.
● SOA testing for Payments API using SOAPUI and Java framework for web services testing.
● Validated SOAP responses by using assertions likeXpaths match, schema compliance, contains, SOAP fault etc.
● Used Xpaths and DOM to work with dynamic and static objects in Selenium.
● Developing test scripts to test Web Services, Java components using SoapUI tool and Monitoring performance of APIs.
● Review and maintain all project documentation in accordance with department procedures.

Environment: Java, JUnit, Jenkins, Git, UNIX, Groovy, XML, Selenium Grid, Selenium, Firebug, UAT, TestNG,
Agile/Scrum