Ali Khan

Contact: 571-444-4749
alikhan.servicenow@gmail.com

PROFESSIONAL SUMMARY:
· IT Service professional with 12+ years of experience with 8+ years of experience as a ServiceNow Consultant
(ITSM, ITIL, ITBM) and 6+ years of experience as PeopleSoft Admin and Software development in planning,
requirement gathering, development, administration and implementation and other supporting applications.
HIGHLIGHTS:
 Responsible for the design, architecture and leading the maintenance and enhancement of existing
ServiceNow ITSM applications as well as implementation and development of new applications on the
ServiceNow platform. Provide architectural and big picture oversight for ServiceNow development and
implementation projects. Works with departmental representatives to understand business processes and
requirements and provides solutions related to the ServiceNow platform. Recognized as advanced individual
contributor. Subject matter expert in ServiceNow and ITIL. Conducts highly complex work critical to the
organization. May assist less experienced peers.
 Create and maintain the current state of the ServiceNow platform architecture documentation and provide
the architectural control.
 Gather new requirements, analyze the impact of new requirements, and configure the new requirements
 ServiceNow platform as per ITIL best practices.
 Review requirements and develop technical design documents.
 Strong hands-on experience with ServiceNow customizations, code promotions, migrations: ACL,
Assignment/Business Rule, Workflow, Flow Designer, UI Policy/Action, Client Script, Transform Maps, Update
Sets, Integration with 3rd party systems, etc.
 Experience with ServiceNow Integrated Risk Management /Governance Risk and Compliance, Vulnerability
Response and Security Operations.
 Create well-structured test plans and coordinate testing activities.
 Identify, document, and track software defects.
 Experience in ITSM: Restore services fast after an unplanned interruption or major incident by investigating
the root cause to quickly resolve critical service disruptions. Use trend analysis and periodic service
configuration reviews to minimize and prevuite of applications using ITIL V3.
 Good understanding of all five phases of ITIL: Service Strategy, Design, Transition, Operation and Continual
Service Improvement.
 Deliver reporting and analytics solutions to business stakeholders using service now performance analytics.
 Define the right key performance indicators (KPI’s) that align to business objectives.
 Create new jobs, indicators, breakdowns, widgets and dashboards.
 Manage recurring activities like job schedules, user access permissions, exception report creation etc.
 Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and
demonstrated project management skills and experience working directly with customers and clients.
 Helped drive the formation of ITAM functions, with a focus on automation and self-service.
 Hands on experience on various ITSM components like Helpdesk / Service Desk, Asset Management,
Configuration Management, Knowledge Management, Service Catalog Requests, Integration with Web
Services
 In-depth knowledge of the technical implementation of Change Management, Asset Management, Incident
Management, Problem Management, Service Catalog, Configuration Management, Reporting, and
Integrations.
 Created and configured new Applications in Service-Now and customized the applications using Business
Rules, Client Scripts, UI Actions, UI Policies, External Data load using Import Sets and Transform maps using
various connector types like JDBC, CSV, XML, etc., as part of new application roll outs of Infrastructure
Management.
 Configured ServiceNow for the defined processes. Design and develop scripts for any customization required
like scripting in workflows.
 Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI
Actions, Business Rules, Client Scripts and service watch.
 Experience in importing users and configuring security with Microsoft Active Directory and enabled Single sign-
on.
 Designed APM (Application Portfolio Management) using best practices.
 Experience in creating an Access Control Rule (ACL) and use of scripting tools and ServiceNow functionality to
create script to automate routine tasks.
 Experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.
 Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, and
Workflows.
 Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and
Test.
 Customized OOB Virtual Agent to client’s specifications.
 Configured and Implemented ServiceNow Virtual Agent to help users quickly obtain information, make
decisions, and perform common work tasks based on knowledge articles.
 Experience in upgrading from Eureka feature release to Fuji release and applying patches to ServiceNow
instances.
 Migrated Incident, Change, Problem to ServiceNow using Import sets and Web-Services.
 Hands on experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA
Management.
 Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter
Guides and Escalations.
 Knowledge of web-based development languages; specifically, JavaScript, HTML and CSS.
 Experience in Auditing and Archiving of Remedy and ServiceNow applications.
 Excellent work experience on Front-end and Backend testing.
 Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents,
specifying Testing Overview & implementation.
 Comprehensive experience in PeopleSoft System Administration using PeopleSoft Campus Solutions, HRMS
(Core HR, Payroll, Benefits, Benefits Administration, Candidate Gateway/Talent Acquisition Manager,
Employee Self Service, Manager Self Service), Financials (GL, AP, AR, AM, PO, Project Costing, Expenses), ELM,
CRM and Enterprise Portal applications on Oracle and MS SQL Server databases in UNIX, LINUX, and Windows
Environments.
 PeopleSoft Server Administration People Tools v8.56/8.55/8.54/8.53/8.5x/8.4x - Expertise in installation,
configuration, setup, security and management of the PeopleSoft Internet Architecture PIA environment and
related processing objects.
 Service Now Versions: Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New
York, and Orlando.

EDUCATTIONAL BACKGROUND:
Bachelor’s degree in Computer Science from JNTU Hyderabad INDIA 2008

Certifications

Servicenow System Administrator

Servicenow Application Developer

TECHNICAL SKILLS:
 IT Services : ITSM suit, ITIL V3, ServiceNow, CMS, SCR, SAM, and LDAP
 Programming Languages : C, C++, Python, HTML, CSS, JavaScript
 Software Methodologies : SDLC, Agile, SCRUM, Waterfall
 Database : MySQL
 Web/Application Servers : IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat
 IDE : Eclipse, Net Beans, Web storm, JetBrains PyCharm
 Version Control Tools : CVS, SVN, GitHub
 PeopleTools : PeopleTools 8.56/8.5x/8.4x/8.1x
 Tools and Packages : Rational Rose, Ant, Maven, TOAD, MS Office, Dreamweaver
WORK EXPERIENCE:

Client : U.S. Census Bureau / Department of Commerce, Suitland, MD Aug 2018 to Present
Role : Sr. ServiceNow Developer
Responsibilities:
 As a part of support activity resolve incidents by provided with proper root cause investigation.
 Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access
Lists etc.
 Designing of Content Management System which involved layout, CSS and Service Catalog work.
 Enabled service portal plugin and implemented service portal by designing the pages and configuring the
features in the service portal.
 Configured and integrated ITBM module (Agile Development, Project Portfolio, Release, Demand, Financial,
Resource, and Test Managements).
 Utilized the Service Now Service Catalog for users to create Service Requests and Service Items.
 Service Now application development; including creation and configuration of Service Catalogs, Email
Notifications, Data imports and exports.
 Worked with SecOps and DevOps teams to gather the requirements and understand the applications to
 identify threat alerts.
 Maintaining Application Portfolio health.
 ServiceNow IRM and SecOps module experience implementing Security across environments
 Involved in the upgrades of service now instance from Fuji up to New York.
 Worked on creating surveys after the closure of incident tickets and service Requests.
 Created new Business Rules/Script Includes/Client catalog script/Client Script.
 As a part of support activity resolve incidents by provided with proper root cause investigation.
 Performs core configuration tasks including system policies, business rules and client scripts.
 Performed migration between various environments in service now using Update sets.
 Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
 Establishes and maintains effective communications with customers, other technology specialists, and vendors
about services.
 Configured and Implemented ServiceNow Virtual Agent to help users quickly obtain information, make
decisions, and perform common work tasks based on knowledge articles.
 Monitor ITAM Metrics to determine efficiencies: take appropriate actions to modify.
 Implemented ServiceNow Integrated Risk Management (GRC), Vulnerability and Security Incident Response
 Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's,
Reporting etc.
 Managing client scripts, UI policies, UI actions and Data policies.
 Customized OOB Virtual Agent to clients specifications.
 Maintains existing applications. Creates code that meets system standards.
 Develop, configure and maintain Custom service requests using Advanced Interface forms in Service Request
Management application to meet Request catalog requirements of the IT business users.
 Involved in cloning between various environments in Service Now.
Environment: ServiceNow, ITIL, ITBM, ITSM, HTML, XML, JavaScript, LDAP, JIRA, VPN, SSO, Eureka, Helsinki, REST
API, SOAP, GIT, HTTP, SSL, SLA, MID Server, Angular JS, Bootstrap, e-Directory, Air watch and CMDB, Splunk.
Client : Alta Hospitals / Cerner Corporation, Los Angeles, CA Jan 2017 to July 2018
Role : Sr. ServiceNow Consultant
Responsibilities:
 Involved in gathering the Business Requirements and Interacted with the Helpdesk users and end users to
understand the existing functionality, current state processes, tools to get a better view of the Business
Processes and functionality so as to document and configure the ServiceNow Platform.
 Deliver reporting and analytics solutions to business stakeholders using service now performance analytics.
 Define the right key performance indicators (KPI’s) that align to business objectives.
 Create new jobs, indicators, breakdowns, widgets and dashboards.
 Designed and Defined ITBM Process flows as per requirement aligned to ServiceNow OOB offerings.
 Manage recurring activities like job schedules, user access permissions, exception report creation etc.
 Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change
Management, Problem Management, Knowledge, CMDB in ServiceNow.
 Responsible documentation for Configuration, Customization, Integration with External Services,
Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts
and UI policies to make client-side changes.
 Involved in discussion with other technical teams to meet the business and technical requirements for
ServiceNow such as SMTP Admin, IBM Data power, Web-service Owners and DBA to build integration to
external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction,
integration, testing).
 Worked on continuously improving the ITAM processes, which included the implementation of new Asset
Tracking systems.
 Proficient in ServiceNow GRC module. Coordinated migration of policy and compliance and risk modules and
workflows to ServiceNow.
 Development of Service catalog which includes creating new catalog items, designing workflows and execution
plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating
the UI pages and using them in catalog items.
 Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services
integration using SOAP and REST ,CSS, HTML5
 Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records,
Scratchpad, AJAX and Glide System used in.
 Also I have working experience on Asset Management to track the finances of the company property, wherein
I worked with colleagues from finance department and IT services end users. We used manage and oversee
the asset lifecycle.
 I have also been involved in procurement management to some extent, like to track service catalog requests
as well as creating and managing purchase and service orders.
 Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
 Coordinated the instance upgrade activities.
 Involved in cloning activities like raising the request for cloning and excluding some tables to not come under
cloning.
 Working on order guides, to arrange them in sequential order to make the user comfortable while raising a
request.
 Worked on Set up of mid servers and their connectivity.
 Worked on UI Macros to create pages as templates on requirement from the stake holders
 Resolving typical Users access and roles issues by checking active directory and users table.
 Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
 Writing script includes invoking them in reference qualifiers or variable scripting.
Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, Bootstrap, CSS, Angular JS, HTML, Web Services,
CMDB.
Client : Chapman University, Orange, CA June 2015 to Dec 2016
Role : ServiceNow Developer/Admin
Responsibilities:
 Customization of applications and tables for Incidents and Service Requests for the first point analysis on
tickets and assigning them to other service lines based on the scope.
 Develop and maintain the application architecture for business functional areas in compliance with the
enterprise architecture.
 Supported the team responsible for the implementation and administration of the ServiceNow installation,
including managing system configurations, gathering and documenting user and process requirements,
developed workflow customizations, and performed quality assurance testing and user acceptance testing.
 Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level
agreement (SLA’s) and operation level agreement (OLA’s).
 Worked on Incident management, Change management and Problem management modules as per the
requirements, Also worked on other components such as, CMDB and Knowledge base.
 Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog
script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on
form and lists so that the whole application to any user is user-friendly any easy to handle.
 Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve
the incidents from remote locations.
 I have also worked on the plug-ins in service now application. Configured and enabled the chat functionality
for Service Desk ticketing application built in service now.
 Develop code in mid-tier server integrating ServiceNow.
 Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the
company’s login portal.
 Created transform maps for importing CMDB data and data from other company applications. Thus making
the import of the data from existing database tables easy and quick.
 Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
 Communication with Business Clients and first point of contact/interface for application issues and outages
between Business and Technology Team.
 Creation and Estimation of efforts for software change requests or enhancements. To make a calculated
assumption for the business.
 Created directory system agent using LDAP server.
 Created portfolio in PPM module to measure the progress of several projects at the same time and to create
multi-project reports for analysis.
 Worked on offshore team and can understand encryption/decryption methodologies.
 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 invoked them in business rules and client scripts
 Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work
more streamline.
 Imported Active Directory to ServiceNow using data sources.
 Publishing new incidents in the Problem Management report and updating the same in Known Error Database
and Root Cause Analysis report.
Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script,
CSS, CMDB.
Client : Public Companies Accounting Oversight Board (PCAOB), Ashburn, VA April 2014 to May 2015
Role : ServiceNow Developer/ Admin
Responsibilities:
 Recognizing the Business Requirements by interacting with the helpdesk users, fellow developers and end
users to understand the current functionality, processes and tools to get a better understanding of the
Business Process and to document, support, develop and configure the ServiceNow Platform.
 Customizing user administration on ServiceNow for the client, like managing users, groups, roles and Microsoft
active directory, to make everything more efficient, easy to access and streamline. Helping the company’s
internal users and thus in the growth of the company itself.
 Customizing data management as per the business requirements in the form of ServiceNow tables, Import
Sets and CMDB.
 Creating database views to pull the reports on variables which are being used by catalog items.
 Implementation of different policies in ServiceNow such as UI Policies, Data Policies, UI Actions, Business Rules
and Client Scripts. Making the ServiceNow application more user-friendly and providing good user experience.
 Responsible for maintaining Update Sets, Upgrades, Performance and Troubleshooting, ServiceNow Hi
support. Helping the other departments to get all the updates and to deploy the application in timely manner.
 Created transform maps for importing CMDB data. Thus making the import of the data from existing database
tables easy and quick.
 Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
 Creating new applications, adding and installing new applications from store.servicenow.com, activating
required plug-ins.
 Setting up notifications through Email so that it is easy to raise incidents anytime as well as resolve the
incident from remote location and Subscription based notification.
 MID Server installation and configuration.
Environment: ServiceNow, HTML, CSS, JavaScript.

Client: EPA, Washington, DC Apr 2012 – Mar 2014

Role: Senior PeopleSoft HCM Consultant
• Worked on PeopleSoft security and streamlined the current security set up.
• Identified the current security issues including the duplicate permission list and roles
• Automated the security process in 9.2
• Identified the total number of users and number of active users of the permission lists by querying and defined
the role-based access for each job role.
• Written the technical specification document for the entire current security set up process
• Working on HCM upgrade project from 9.1 to 9.2 version
• Working on Retrofits and Customizations
• Conversion of all custom Crystal reports to SQRs
• Conversion of customized delivered crystal reports to BI Publisher
• Developed new Records, Online Pages, and Run Control Pages using PeopleTools for the specific needs of the
company. Implemented PeopleCode for online validations and user interface.
• Also working on the PeopleSoft Approval Workflow Engine (AWE) and created Header Record, Xref Record
(cross–reference record), Transaction Component, Event Handler, Configuring AWE, Configure the events,
approval process setup etc.

Client: Sprint Nextel, VA May 2009– Mar 2012

Role: PeopleSoft Techno-Functional consultant
• PHRST is the Human Capital Management (HCM) component of the State of Delaware Enterprise Resource
Planning (ERP) system
• PHRST system is an integrated software application consisting of four modules within Oracle (PeopleSoft):
Human Resources, Benefits, Payroll and Time and Labor
• Central payroll operations for all state agencies, school districts, charters schools, and higher education
institutions
• Apply routine PeopleSoft system updates
• Analyze and provide functional and system support for Benefit and Salary Plans
• Integrated workflow with First State Financials (FSF)
• Working on State of Delaware PHRST and FSF upgrade from version 9.1 to version 9.2
• Conversion of all custom Crystal reports to SQRs
• Conversion of customized delivered crystal reports to BI Publisher
• Working on adding the new Ethnic Categories to EEO4 Reports using PS N/vision which includes the EEO-4
Jobcode Count, EEO-4 Status Report by Jobcode, Terminations and Separations by Sex and Ethnic Group, EEO-
4 Status Report, EEO-4 Status Report w/Seasonals and Temporary Employees.
• Developed custom records, pages and Components to meet the Business Requirement.
• Conversion of reading custom reports using BI Publisher
• Working independently and maintaining the design documents for updated notes on changes made to the
reports
• Preparation of Technical Design document, Unit test case documents
• Developed new Records, Online Pages, and Run Control Pages using PeopleTools for the specific needs of the
company. Implemented PeopleCode for online validations and user interface.
• Extensively involved in the analysis and retrofitting the existing People code, SQL’s, SQR’s, Application Engine’s
and other PeopleSoft impacted objects.
• Used STAT 5.8.0 for Migration