Aaron Ali Email & Phone Number

Ashburn, Virginia, Us

• Implemented Incident, Problem, Change management, CMDB. • Worked on UI customization to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes. • Customized the functionality of the ServiceNow discovery tool to meet the company outlined requirements. Maintain all data entered into the production CMDB via discovery to ensure data integrity.• Analysed and recommended improvements on multiple Discovery and CMDB projects.• Fixed Discovery pattern bugs to enable creation of a high quality dataset.• Deployed ServiceNow discovery and customized discovery steps within regulated environments.• Worked with customers to implement functional ITOM modelling methodology.• Developed dynamic service maps and reduced orphaned servers using AWS integrated machine learning with ServiceNow.• Created multiple integrations for ServiceNow with delta optimizations and automated testing, improving performance and stability.• Configuration of the forms and fields in Security Incident, Vulnerable Items, Vulnerable Groups and Security Cases.• Configuration of Email Notification and Alerts based on the events to notify users about specific activities in the system such as updates to Change and Problem requests. • Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site. • Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML. • Extensively worked in creating customized service portal, UI Pages, Application Work Flows as per the client need..• Requirements gathering and Analysis for new enhancements Configuring Content Management System for better experience of Employee Self Service Portal.• Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.• Involved in implementing Service Catalog and Request Workflow Design and Configuration.• Created various front end forms, and associated Client Scripts, UI policies, including advanced customization's that require modification of UI Pages/Macros.• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.• Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based and REST based) in ServiceNow.• Created Service Catalog items, wizards, record producers, task interceptors, and user guide help documentation.• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.• Strong understanding of ITIL concepts including process knowledge in all service life cycles.• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.• Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Chicago, Illinois, Us

• Configuration and customization of Change/Incident/Problem Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions.• ServiceNow Administration – Day to day administration of the ServiceNow tool, including making approved changes to process and work flows.• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and AIG processes and policies.• Maintained the Incident, Change, Request, and Problem Management Systems.• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.• Created, monitored, modified, and published workflows with approvals.• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.• Configured SSO with Okta in traditional SAML method to automatically authenticate users to the instance.• Imported many CI’s using import set tables imported Active Directory to ServiceNow using data sources.