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.

• 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.
• 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.

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.