Highly motivated and enthusiastic IT professional with over 8 years of combined experience in ServiceNow Platform and IT Security. Have proven knowledge in Product Implementation and development, Configuration Management Database (CMDB), Incident Management, Change Management, Service Catalog and Request Fulfilment, GRC and Security Operations (SecOps).
Security Incident Response
NIST 800 Series
Vendor Risk Management
Confidential - TX
Implement ServiceNow customization, including, but not limited to client Script, UI Policies, Script Include, Business Rules, Workflow administration, data import and export
Create User Criteria, HR criteria for knowledge base access in HRSD. Worked on HR Templates, HR services in HRSD scoped Application.
Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each
Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
Work closely with ServiceNow functional team, configure and improve core and custom applications
Collaborate with service owners to determine opportunities to optimize workflows and improve service delivery
Implemented SLAs, ACLs, Catalog Client, Catalog UI Policies as per the requirement
Create workflows and execution plans for service catalog items
Developed ServiceNow custom applications from inception to completion in order to automate and improve processes
Perform day-to-day support and maintenance, work with the functional team to develop solutions in ServiceNow and coordinate support and development efforts within the admin team
Perform general support, administration and maintenance of ServiceNow platform and associated application.
Ensure overall systems availability via good design/best practices, thorough testing, promotion discipline and responsiveness in root cause analysis
Confidential - CA
ServiceNow Administrator / Developer
Interact with the client on daily basis to modify/enhance the documented stories.
Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
Automate the process of adding the user to the specified AD groups through orchestration and reducing the manual tasks to other teams and speeding up the procedure.
Create complex workflow for deployment related service catalog items.
Recommend appropriate design alternatives to be implemented based on customer constraints.
Deploy the update sets from one instance to another instance i.e., from Development to Test and then to Production by following internal deployment procedure.
Create Outbound Email Notifications using Email Templates and worked on notification email script.
Build test cases and responsible for UAT and deployment, review and perform internal testing and suggest modifications as per the best practices.
Work on the location-based tasks with data coming from multiple domains and design workflows to route the tasks based on the location and domain to specified assignment groups.
Create import set table and schedule jobs for the data migration from other instances.
Create multiple reports and Visual Task Boards.
Work with different teams on several Feature Enhancements and Functionality Developments.
Debug and Troubleshoot activities on ACLs for Access Related issues.
Write script includes and invoked them in business rules and client scripts.
Create and modify various scheduled jobs to generate automated tasks.
Involved in London Upgrade in ServiceNow, analysis of the impact on the existing customization after Jakarta Upgrade and worked on fixing the issues
Confidential - TX
Worked on Business rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data dictionaries.
Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.
Hands on experience in configuring incident management, Problem Management, Change Management, Knowledge Management using ITIL processes.
Upgrade from Kingston to London, providing technical and functional support.
Created new catalog items in Service catalog using client’s requirements, worked on enhancement requests of catalog items to structured formats.
Hands on Experience configuring, validating and maintaining Metrics/KPI/Indicator reports and dashboards using Performance Analytics module in ServiceNow.
Worked with team to diagram and evaluate existing processes to include Current/future trends.
Hands on experience in configuring SLAs for different ITIL processes based on client’s requirement.
Worked with Product owners to develop workflow, implemented the workflows in ServiceNow.
Strong experience in customizing form design for ITIL processes.
Importing different formats of data (CSV, XML, Excel) into ServiceNow.
Actively involved in daily scrum meetings.
Implemented HR service management configuration.
Communicates technical problems and solutions to both technical and non-technical audiences
Participated in Integration of Legacy Platform with the ServiceNow.
Created many standard workflows which are being re-used and propagated and handled many custom events.
Confidential - TX
Cybersecurity Risk Consultant
Engaged with stakeholders to perform gap analysis on TPRM Program Policies and Standards and facilitate management of compliance programs including ISO 27001, PCI DSS, SOC1&2, and GDPR
Coordinated with Business and Engagement Owners for completion of Inherent Risk Assessment to determine the required Due Diligence
Performed due diligence on all new and existing vendors in accordance with TPRM policies and procedures as needed.
Performed security assessments, questionnaires review, and audits of clients, vendors and business partners in a timely manner.
Reviewed and analyzed security assessment findings to create actionable risk mitigation and remediation plans based on established processes.
Wrote reports including executive summaries and work papers detailing the assessment work completed, evidence reviewed, and identified gaps
Reviewed policies and procedures for compliance with applicable standards; and to identify areas of improvement for finding remediation.
Performed document review and quality assurance for the System Owner and ISSO on the development of Assessment and Authorization (A&A) artifacts.
Ensured compliance with data security policies and agency management policies and applicable Risk Management Framework (RMF) requirements.
Ensured appropriate changes and improvement actions are implemented as required.
Responsible for the development, assessment and documentation of the security controls documented in the Systems Security Plan (SSP) per NIST 800-53.
Provided continuous security monitoring of assigned systems
Confidential - TX
IT Security Support Associate
Responsible for monitoring networks and security tools to detect suspicious and hostile activity across the Environment.
Provided Incidence Response and remediation support capabilities and ensured that reported threats and vulnerabilities were identified and mitigated.
Conducted incident investigations, reviewed vulnerability assessments, and performed malware analysis.
Performed Tier I initial incident triage and investigate phishing and identify potential cyber threats.
Ensured the integrity and protection of networks, systems, and applications by technical enforcement of organizational security policies, through the performance of formal Risk Assessments, Policy and Governance, and internal Threat Analysis in regards to a SOC environment, with the use of SIEM tools.
Worked on Incident and problem management for resolving incidents within the SLA using ticketing tool ServiceNow.