Nabeel Rana

Sr Servicenow Developer @NTT DATA

Directed the setup and adaptation of the Workforce Service Delivery (WSD) platform to meet the HR service delivery needs of the organization, which included configuring HR case management, employee service portals, and knowledge bases to suit organizational requirements.Developed and deployed HR case management processes within the WSD, incorporating workflows for incidents, requests, and changes specific to HR functions, thus boosting operational efficiency and enhancing the employee experience.Created and maintained HR-specific service catalogs within the WSD, focusing on user-friendly interfaces, streamlined service request handling, and compliance with organizational HR guidelines and procedures.Designed and refined employee self-service portals within the WSD to improve user experience, encourage self-service usage, and provide effortless access to HR services and information.Custom-designed and developed ServiceNow Customer Service Management (CSM) solutions to meet business needs, including tailored workflows, business rules, and UI policies.Facilitated the integration of ServiceNow CSM with Salesforce CRM through REST APIs, ensuring smooth data transfer and system synchronizationEnd to end Implementation of ITOM, including Discovery and Service Mapping, to align with organizational IT operations management requirements, establishing robust infrastructure visibility, dependency mapping, and service modeling capabilities tailored to the organization\'s IT infrastructure and business needs.Implemented resource management functionalities within SPM, allowing for the identification, allocation, optimization, and management of resources (e.g, human, financial, technical) across projects, portfolios, and business units. Integrated Service Portal with various ServiceNow modules (ITSM, ITOM, ITBM, HR) and external systems through APIs to facilitate smooth data flow, automate processes, and ensure consistent and accurate data synchronization across platforms