Islam Shah Email and Phone Number

• Implement and configure ServiceNow HRSD module to meet HR service delivery needs.• Collaborate with HR stakeholders to gather requirements and design solutions.• Develop and maintain HR processes, workflows, and forms within ServiceNow.• Configure and customize HRSD portal and service catalog.• Integrate HRSD with other HR systems and applications.• Provide ongoing support and maintenance for HRSD module.• Conduct training for HR staff and end users on how to use HRSD module.• Successfully rolled out Human Resources Service Delivery (HRSD) for HR service centers located around the world• Created new COE for health safety wellbeing part of HRSD.• Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management,• Assist in the implementation of HR programs and initiatives.• Provide guidance to employees on HR policies, procedures, and programs.• Prepare reports and analyze data related to HR metrics and service delivery.• Participate in continuous improvement efforts to enhance HR service delivery processes.• Writing Business Rules, Client scripts, UI Policies, and UI Actions to customize the instance as per business needs forSecOps• Designed and developed end-to-end flow for Vulnerability Response in Ransomware attacks on CMDB Cis in SecOps.• Enhanced GRC initiatives with a focused engagement to define the requirements to automate ServiceNow’s VendorRisk use case.• Integrated Vendor Management Portal with ServiceNow GRC - VRM application to capture the vendor risks and assessthe various risk factors.• Built Audit Management flows and processes for CMDB CIs related to computer and hardware asset compliance inGRC.• Automated key risk management (IRM) tasks such as risk assessment, mitigation planning, and tracking, resulting inimproved efficiency and proactive risk management.

• Analyzed business processes and identified opportunities for automation, implementing solutions to improve efficiency and accuracy.• Conducted training sessions and provided ongoing support to ensure effective use of ServiceNow applications and features by end-users and internal teams.• Monitored application performance and implemented optimizations to ensure fast response times and efficient resource utilization.• Created comprehensive documentation, including design specifications, user guides, and technical manuals, to support the development and maintenance of ServiceNow solutions.• Ensured that all applications and integrations adhered to security best practices and compliance requirements, protecting sensitive data and maintaining the integrity of business operations.• Developed and utilized reporting and analytics tools to track performance metrics, providing insights for continuousimprovement and decision-making.• Worked closely with cross-functional teams, including IT, operations, and business units, to deliver comprehensive andeffective solutions.• Managed ServiceNow-related projects from inception to completion, ensuring timely delivery, budget adherence, andalignment with business goals.• Identified opportunities for process improvements and implemented changes to enhance application functionality,user satisfaction, and overall operational efficiency.• Successfully implemented ServiceNow CMP to facilitate streamlined cloud resource provisioning, monitoring, andoptimization.