Mohammed Abdul Suboor Email & Phone Number

Hyderabad, Telangana, India

ITSM Experience:• Performed implementation and configuration of ServiceNow ITSM modules, including Incident Management, Problem Management, and Change Management.• Implemented Service Level Agreements (SLAs) and automated escalation procedures to ensure timely resolution of critical incidents.• Collaborated with cross-functional teams to align ServiceNow ITSM processes with ITIL best practices, enhancing service quality and compliance.• Conducted user training sessions and developed documentation to promote adoption and proficiency in ServiceNow ITSM functionalities.ITAM Experience:• Performed deployment of ServiceNow ITAM modules for managing hardware, software, and infrastructure assets.• Implemented asset lifecycle management processes, including procurement, deployment, maintenance, and retirement, resulting in improved asset utilization and cost control.• Developed custom reports and dashboards in ServiceNow to provide stakeholders with real-time visibility into asset inventory, compliance status, and license usage.HRSD Experience:• Configured applications to work with the organization's HR processes• Strong experience with HR Service Management, Knowledge Management, Service Portal, Chat, Reporting, Integrations and HR Hub• Experience with Human Resources dashboards, reports, and other HR management modules to monitor and manage HR cases and employee satisfaction• Knowledge Base and Employee Service Centre etc.Integration Experience:• Developed integration strategies to connect ServiceNow with various third-party systems and tools, aligning with business objectives and IT service delivery requirements.Integrated ServiceNow with external systems using REST APIs, SOAP, and MID Servers.• Implemented bi-directional integrations between ServiceNow and IT monitoring tools (e.g., Elastic search, Zeke Automation) to automate incident creation and streamline alert management processes.

Hyderabad, Telangana, India

Responsibilities:• Knowledge of the ServiceNow platform and ITSM modules (Incident Management, Service Request Management, Change Management).• Familiarity with ITIL principles and best practices.• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint), HTML, CSS, JavaScript, and Angular framework.• Assisted in administrating and maintaining the ServiceNow platform, including user account management, role assignment, and configuration changes.• Supported basic customization tasks, such as creating and updating service catalog items, forms, and fields.• Provided technical support and guidance to end-users, helping them navigate the ServiceNow interface and utilize ITSM functionalities effectively.• Conducted training sessions and created documentation to educate users on best practices and efficient use of ITSM tools.• Set up and customize HR workflows, forms, and fields to meet organizational needs.• Configured role-based access controls to ensure data security and compliance with organizational policies.• Participated in change management processes by reviewing and documenting change requests, ensuring compliance with ITIL standards.• Proficient in the core features and functionalities of the ServiceNow platform, including navigation, forms, lists, and dashboards.• Familiar with the ServiceNow development environment and best practices for configuring and customizing the platform.• Skilled in developing custom applications and modules on the ServiceNow platform, including designing tables, forms, and workflows.

Hyderabad, Telangana, India