Ridwan Ibraheem

ServiceNow Administrator

Corvel

03.2020 - Current

Works on UI customizations for forms, lists and UI actions
Implements Core configuration changes to the platform as well as supporting applications
Uses system logs to view information about system activity (i.e
Workflow, 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
Developed reports as per requirements from management
ServiceNow Application UI Configuration, Workflow Configuration, Data Loads
Implement new functionality using Client scripts, Business rules, ACL, UI
Policies and UI actions
Collaborated with the ServiceNow Developer to update and enhance the Change
Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result
Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement
Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks
Using import sets, development of reports & metrics for executive management
Provided troubleshooting by impersonating ServiceNow Users to resolve issues where necessary
Manages ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards
Integrating ServiceNow with other systems and customization
Set up the SLA for the incident, problem, change management processes as per the requirement
Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.