Ismaeal M

Experience

1. Servicenow Developer

   Clean Harbors

   Aug 2017 — Present

   Responsible to look over Globally ServiceNow Issues and give trainings for Incident/Problem/Change according to the business needs and updates.Support the development and configuration of a variety of areas including Service Catalog, Change, Problem, Knowledge, Release, Asset Management, Configuration Management (CMDB), and Reporting.Monitored and performed Service now admin activities which involve user and group administration.Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.Providing solution and standardized the ITSM process in bid management for to satisfy the customers. Responsibility to work with Project management to improve the daily base operation. Responsibility to update the dash board and make visibility to all employees and reporting tool. Handling Day to day IM/PM and CM tickets according to the Priority.Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.Utilized Orchestration to extend workflows to interact with systems and application code outside.Define and implement Orchestration engagement process. DevOps & Orchestration liaison providing training, support, and guidance on Puppet adoption. Orchestrate users access to Databases using Orchestration.Worked on integration using SOAP / WSDL / REST. Utilized Orchestration to extend workflows to interact with systems and application code outsideWork with project teams to integrate change management activities into the overall project plan.Find root cause analyzing about the fail changes and the services.According the RFC, need to raise the changes in particular and handle the Technical team/Operational team Conduct employee focus groups to ensure a thorough understanding of the issues.Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.