Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
Generic

Rubiya Chaudhry

Sr.ServiceNow Developer
Washington DC,US

Summary

Experienced in ServiceNow platform configuration and development, leveraging a deep understanding of ITSM principles to streamline processes and enhance service delivery. Demonstrated success in problem-solving and optimizing systems, with expertise spanning across ITSM, ITAM, GRC, SPM, SecOps and HRSD modules.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Sr. ServiceNow Consultant

Crowell & Moring
08.2022 - Current
  • Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change.
  • Involved in working and developing of ServiceNow plugins and customizations.
  • Integrated ServiceNow ITSM with Epic MyChart to streamline patient support processes, enhancing the efficiency of handling healthcare-related IT incidents and service requests.
  • Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
  • Implementation of the Service Request Catalog and Technical Service Catalog within a centralized ITSM solution.
  • Integrated ServiceNow ITSM with Epic MyChart, enhancing the management of healthcare IT incidents and service requests, and improving patient support workflows.
  • Promoted low-code/no-code development approaches as part of a digital transformation strategy, helping organizations increase agility, reduce time-to-market, and empower business units to solve their own process challenges independent.
  • Integrated RESTful and SOAP APIs within ServiceNow to enable seamless communication between ServiceNow and external systems, enhancing data flow and process automation.
  • Established governance models and guidelines to ensure Citizen Developer applications align with IT and security standards, fostering a balanced approach to innovation and compliance.
  • Customized ServiceNow ITSM workflows to accommodate healthcare-specific requirements, ensuring seamless alignment with Epic MyChart’s patient engagement and clinical operations.
  • Implemented ServiceNow Add-ins for outlook for creating an incident and Virtual Agent.
  • Developed ServiceNow REST API scripts to interface with SailPoint for custom identity-related operations.
  • Spearheaded change management efforts by designing training materials, leading stakeholder meetings, and fostering a culture of continuous improvement, facilitating smooth transitions to optimized processes.
  • Implemented ITOM and ITSM modules, agentless work in the enterprise using the ServiceNow Instance.
  • Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
  • Worked in HRSD, ITSM, Flow designer and integrations.
  • Enhanced access control mechanisms by incorporating SailPoint role-based provisioning with ServiceNow workflows.
  • Led end-to-end analysis and redesign of complex business processes to streamline workflows, reduce redundancies, and increase operational efficiency within ServiceNow implementations.
  • Integrated ServiceNow incident management with SailPoint alerts for rapid identity threat responses.
  • Managed interfaces between ServiceNow and Epic MyChart, enabling real-time data synchronization and improving coordination between IT support and patient services.
  • Designed and developed user-friendly interfaces within the ServiceNow ITSM platform, ensuring seamless navigation and an intuitive experience for end-users, administrators, and stakeholders.
  • Developed and customized ServiceNow CSM applications, enhancing customer service processes and workflows to improve issue resolution and customer satisfaction.
  • Configured ServiceNow to track and resolve issues associated with Epic MyChart’s functionalities, such as patient portal access, appointment scheduling, and electronic health records.
  • Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
  • Collaborated with UX/UI designers to create user-centric workflows and layouts, enhancing the accessibility and usability of ServiceNow modules for consumers and IT staff.
  • Managed ServiceNow implementation projects with IAM integrations, ensuring compliance with security standards.
  • Customized ServiceNow ITSM modules using JavaScript and ServiceNow scripting to tailor functionalities to specific business needs and enhance user experience.
  • Developed and enforced security policies for data handling, ensuring compliance with industry standards such as HIPAA, GDPR, and SOC 2, enhancing overall data protection.
  • Implemented reporting and dashboards in ServiceNow to monitor ITSM metrics related to Epic MyChart, providing with actionable insights into service performance and issue trends.
  • Integrated advanced search functionality within the Unified Portal, enabling employees to quickly find knowledge articles, service catalogs, and other resources, enhancing the overall user experience.
  • Configured ServiceNow MID servers for secure communication with SailPoint and other IAM systems.
  • Integrated security best practices into ServiceNow workflows and modules, ensuring secure access control, encryption, and authentication mechanisms for all users and systems.
  • Utilized story drive frameworks to convey complex process changes and solution benefits to stakeholders, making technical details accessible and highlighting user impacts to increase engagement and support.
  • Consulted with Enterprise Application colleagues, Business users and end users to provide effective solutions to increase productivity by implementing automation among the manual services provided in the Organization.
  • Developed ServiceNow workflows and forms tailored to enhance the Employee Center experience.
  • Worked on integrating ServiceNow with external SOAP and REST based web services Used JMS integration to fulfill the requirement, worked on Scheduled Jobs and Mid Server Script.
  • Implemented responsive design elements to ensure optimal user experience across various devices and screen sizes, improving user engagement and satisfaction.
  • Configured and managed role-based access controls (RBAC) in ServiceNow, ensuring that sensitive information is only accessible to authorized users and maintaining data integrity across the platform.
  • Collaborated with security teams to align ServiceNow-IAM integration with enterprise security policies.
  • Designed and led Citizen Development programs, empowering non-technical users with training in ServiceNow's low-code/no-code capabilities to build, deploy, and manage their own applications.
  • Developed and configured Scoped Applications to encapsulate custom functionality and prevent naming conflicts.
  • Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis.
  • Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.
  • Successfully rolled out Human Resources Service Delivery (HRSD) for HR service centers located around the world.
  • Worked on latest upgrade of ServiceNow ATF to run test suites for Incident module.
  • Technical in deploying applications, building out catalog items/workflows, and configuring REST integrations such as InfoBlox, MoogSoft, AD automation etc.
  • Mentored Citizen Developers, providing hands-on guidance in developing ServiceNow workflows, customizations, and troubleshooting, thereby reducing dependency on IT and accelerating time-to-solution.
  • Upgraded ServiceNow instances to support advanced IAM integration features.
  • Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integration, implementing new functionality, homepage customization.
  • Successfully resolved complex configuration challenges, utilizing advanced scripting techniques within ServiceNow to meet client requirements.
  • Developed and maintained accurate documentation of implemented solutions, ensuring that knowledge transfer occurred effectively between team members and clients.
  • Stayed up-to-date on industry trends and emerging technologies, incorporating relevant insights into client engagements when appropriate.
  • Spearheaded successful migration projects from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.
  • Played a key role in the growth of the ServiceNow practice, contributing to business development efforts by identifying new opportunities and establishing strong client relationships.

Sr. ServiceNow Developer

Novant Health, Inc
01.2022 - 08.2022
  • Worked on Scripted REST API, inbound and outbound API, UI scripts, business rules, widget, and other ServiceNow Applications.
  • Customized ITSM modules in ServiceNow, including Incident Management, Problem Management, Change Management, and Service Catalog, to align with organizational workflows and requirements.
  • Created custom REST and SOAP API endpoints in ServiceNow, enabling external applications to interact with ServiceNow data and functionality securely and efficiently.
  • Developed and implemented process maps and flowcharts to visualize and refine current and future state processes, ensuring all workflows align with organizational goals and compliance standards.
  • Created countless Business Rules using the Glide Record operations.
  • Optimized ServiceNow forms, portals, and dashboards to provide clear, efficient, and responsive user interactions, aligned with best UX practices.
  • Designed and deployed service catalog items within the Employee Center, streamlining the process for employees to request and receive services across the organization.
  • Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
  • Integrated Employee Center with HR modules, streamlining HR service delivery processes.
  • Creating integrations with external tools via REST/SOAP web services.
  • Participated in the continuous improvement of ITAM processes and workflows based on feedback and changing business needs.
  • Automated workflows and approvals within the Employee Center Unified Portal, reducing manual intervention and speeding up service delivery for IT and HR-related tasks.
  • During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
  • Developed and refined workflows that align with UX best practices, ensuring that IT service management processes are simple, efficient, and easy to follow for users.
  • Maintained ServiceNow forms, workflows, and business rules to ensure effective management of IT service requests, incidents, and changes within the ITSM framework.
  • Enhanced ITSM processes with AI-based anomaly detection and root cause analysis.
  • JSON scripting coding ITOM solutions, namely Event, Discovery, Service Mapping Orchestration.
  • Upgraded legacy systems to modernized platforms utilizing out-of-the-box functionality in conjunction with customized enhancements specific to business needs.
  • Minimized downtime during migrations by employing thorough testing methodologies throughout all stages of development life cycle.
  • Improved data accuracy by designing and implementing database structures, relationships, and integrations within the ServiceNow platform.
  • Developed comprehensive training materials to increase user adoption rates and maximize ROI on the ServiceNow investment.
  • Established best practices for maintaining code quality standards while adhering to Agile development principles for efficient project execution in a fast-paced environment.
  • Configuring ITSM Applications on Agent Workspace view.
  • Involved in implementation of Customer Service Management (CSM).
  • Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using JavaScript and Glide System.
  • Developed an automated process for weekly deployment.
  • Configured SLA implementation in Incident and service catalog management (SCM) based on user defined parameters.
  • Implemented Scoped Application modules, leveraging ServiceNow Studio for efficient development.
  • Integrated Virtual Agent with Agent Workspace for live chat transfer.
  • Developed and optimized machine learning models within ServiceNow applications.
  • Working in utilizing ServiceNow Performance Analytics for measuring and optimizing service performance.
  • Participated in Workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
  • Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
  • Implemented and customized ServiceNow ITAM modules to align with organizational asset management policies.
  • Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.
  • Used Customer Service Management (CSM) to record and track the customer information like their contact numbers, addresses, phone numbers and other details.
  • Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, PPM, CSM, ITOM, and GRC modules.

ServiceNow Developer

Omnicare
01.2018 - 01.2022
  • Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
  • Implemented ServiceNow customization including, but not limited to, Client scripts, UI policies, UI actions, Script includes, Business rules, Workflow administration and data import export.
  • Integrated AI-powered analytics for advanced reporting and insights.
  • Developing and executing test plans to ensure proper functioning of ServiceNow ITSM modules.
  • Created Scoped Application Business Rules to enforce specific logic and behavior within the application's context.
  • Worked on notification model and email integrations for automatic creation of tickets upon receiving emails from the configured mailboxes.
  • Expertise in developing and maintaining service catalog items and experience with complex integrations within the ITSM environment.
  • Strong knowledge in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset.
  • Design review, coding tasks, unit testing and deploying for global unit services.
  • Written test cases for Incident and Service Catalogs and Executed using ATF.
  • Setting up Configuration Management from scratch defining the CI classes and their relationships.
  • Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.
  • Created test cases and performed unit, integration, and user acceptance testing.
  • Enhanced ServiceNow's virtual agent capabilities for intelligent user interactions.
  • Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
  • Migrated the development changes between various ServiceNow instances using Update Sets.
  • Integrated ServiceNow and other third-party applications using SOAP, REST, and JSON Web Services.
  • Performing ServiceNow ITOM module installations, upgrades, and maintenance.
  • Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.
  • Work directly with end users to resolve support issues within ServiceNow, responding promptly and professionally and ensuring department SLAs are met.
  • Used ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
  • Deployed workflows and in customizing the applications in ServiceNow using JavaScript, Jelly, AJAX, CSS and HTML.
  • Created Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
  • Converted 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 robust reporting dashboards that provided actionable insights for informed decision-making across various organizational levels.
  • Delivered significant cost savings by optimizing workflows, automating manual processes, and improving resource allocation within the organization using the ServiceNow platform.
  • Enhanced collaboration between IT and business teams by streamlining communication channels using ServiceNow''s built-in messaging and notification features.
  • Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
  • Automated ticket categorization and routing using natural language processing.
  • Troubleshooting and resolving issues related to ServiceNow ITOM modules.
  • Expertise on defining workflows in Service Catalog items, Approvals and performed Dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.

ServiceNow Developer/ Administrator

Uber
01.2017 - 01.2018
  • Worked on Integration of ServiceNow both Incident and Change management modules.
  • Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
  • Designed Workflows along with standard Workflow templates, which can be reused.
  • Communicates technical problems and solutions to both technical and non-technical audiences.
  • Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
  • Worked on Configuring the IP Addresses to help find out the un-discovered CI's into CMDB.
  • Utilize the Service Now Service Catalog for users to create Service, Requests, and Service Items.
  • Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.
  • Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
  • Conducted presentations to end users, including senior management on the use of reporting tool and the development of KPI's.
  • Monitor and perform routine maintenance related to health, usage and overall stability of ServiceNow and its applications.
  • Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
  • Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports.
  • Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
  • Experience working Micro Services and Customizing the CMDB for microservices & API’s.
  • Activated SAM-related plugins (Cost Management, Procurement).
  • Designed web pages using Java script/ HTML/XAML.
  • Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
  • Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.
  • Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
  • Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
  • Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
  • Provide health checks on ServiceNow for ITAM and CMDB processes.
  • Worked on new Plugin’s like incident alert management, orchestration and structured problem analysis.
  • Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core process.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows.
  • Created many standard work flows which are propagated and handled in many custom events.
  • Configured Scheduled Data Import for importing data files from remote server location.
  • Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
  • Developed robust reporting dashboards that provided actionable insights for informed decision-making across various organizational levels.
  • Enhanced collaboration between IT and business teams by streamlining communication channels using ServiceNow''s built-in messaging and notification features.

ServiceNow Administrator/ Developer

Delta
01.2015 - 06.2017
  • Implementation, Customization and Maintenance of ITIL modules such as incident, change, problem, knowledge, service catalog, CMDB in vice ServiceNow.
  • Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management and Web Services.
  • Performed discovery customizations including transformation of class data and restructuring discovery zone coverage for multiple probes.
  • Enhanced business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
  • Involved in writing REST APIs, creating script includes, business rules, client scripts, ajax scripts, data policies, assignment rules, scripted ACLs, scheduled jobs, scheduled reports, inbound email actions.
  • Implemented data security using Access Control Lists (ACL) and Data Policies.
  • Created reports to display the open Compliance Tasks on the GRC dashboard.
  • Coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance.
  • Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management, Configure ServiceNow HRSD suite and implemented.
  • Worked on Vendor performance management for evaluate and assigned roles to users.
  • Worked on ServiceNow ITOM Business development, building ServiceNow ITOM practice and competency.
  • Integrating HPSM and ServiceNow. Involved in PPM enhancements and integrated with various modules.
  • Find root cause analyzing about the failure changes and the services.
  • Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
  • Conduct employee focus groups to ensure a thorough understanding of the issues.
  • Monitored ITIL Service delivery via process mapping audits and design procedures.
  • Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
  • Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
  • Developed business and application processes and workflows as per ITIL/ITSM framework.
  • Worked on various modules of Service Now like Incident management, change management, Problem management, Service catalog, User administration, Reporting and Discovery.
  • Created onsite - offshore model to support development from offshore. Lead and provide guidance to offshore team on best practices and key design features.
  • Trained end-users on how to effectively use ServiceNow features, resulting in increased adoption rates across departments.
  • Developed comprehensive documentation for ServiceNow administration tasks, streamlining future maintenance efforts.
  • Ensured data integrity by developing robust data validation rules within the ServiceNow platform.
  • Leveraged expertise in configuring applications such as Asset Management, Change Management, and Service Catalog to ensure seamless integration with existing organizational processes.
  • Managed change requests effectively, ensuring minimal disruption to ongoing operations while implementing necessary modifications to the platform.
  • Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
  • Streamlined IT service delivery with the implementation of ServiceNow best practices.
  • Maintained up-to-date knowledge of ServiceNow platform enhancements and applied them to improve business processes.
  • Devised scripts and automation tools to improve system efficiency.
  • Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
  • Continuously updated skills through training courses, workshops, and self-study—staying current on industry trends and emerging technologies.

Education

Bachelor in Science - Finance Minor Computer Information Systems

Rutgers University
New Brunswick, NJ
05-2021

Skills

    Custom Scripts

    Javascript

    IT Assest Management

    GRC

    VR

    HAM Pro

    Service Portal

    ITSM

    SPM

Personal Information

Visa Status: US Citizen

Certification

CSA

Timeline

Sr. ServiceNow Consultant

Crowell & Moring
08.2022 - Current

Sr. ServiceNow Developer

Novant Health, Inc
01.2022 - 08.2022

ServiceNow Developer

Omnicare
01.2018 - 01.2022

ServiceNow Developer/ Administrator

Uber
01.2017 - 01.2018

ServiceNow Administrator/ Developer

Delta
01.2015 - 06.2017

Bachelor in Science - Finance Minor Computer Information Systems

Rutgers University

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