Fatema Kabir

• Over 13 years of experience as a ServiceNow Developer, specializing in the design, development, and implementation of ServiceNow solutions across various modules and platforms. • Certified System Administrator (CSA), Certified Developer (CAD), Certified Implementation Specialist in HRSD), and Certified Implementation Specialist in ITSM). • Extensive experience in implementing ITIL-based processes and workflows for Incident Management, Problem Management, Change Management, and Service Request Management. • Hands-on experience with multiple versions of ServiceNow, staying up-to-date with new features and best practices to enhance platform performance and functionality. • Strong proficiency in ServiceNow scripting, including Business Rules, Script Includes, UI Actions, UI Policies, and client scripts, to automate and streamline processes. • Skilled in configuring and customizing ServiceNow Service Catalog, integrating with backend systems to fulfill service requests efficiently. • Expertise in integrating ServiceNow with external systems via REST, SOAP, and MID Server technologies to ensure seamless data exchange. • Strong experience in working with ServiceNow's Security Incident Response (SIR), Vulnerability Response, and Governance, Risk, and Compliance (GRC) modules. • Proficient in developing and customizing ServiceNow Service Portals to provide end-users with an intuitive and user-friendly experience. • In-depth knowledge of ServiceNow's CMDB (Configuration Management Database) and asset management, ensuring accurate tracking and configuration of IT assets. • Extensive hands-on experience with orchestration and automation in ServiceNow to reduce manual processes and improve operational efficiency. • Expertise in setting up and managing workflows and approvals, ensuring processes follow defined governance and compliance standards. • Proven ability to configure and maintain ServiceNow Knowledge Management to provide employees with a centralized information repository. • Skilled in creating and optimizing reports and dashboards in ServiceNow to provide real-time insights into IT operations and service delivery. • Proficient in using ServiceNow's Performance Analytics to develop actionable insights and KPIs for continuous service improvement. • Extensive experience working with ServiceNow APIs to integrate with third-party tools, such as monitoring systems, HRIS, and IT infrastructure tools. • Familiar with Agile and Scrum methodologies, working in collaborative, fast-paced environments to deliver high-quality ServiceNow solutions. • Expertise in troubleshooting, debugging, and optimizing ServiceNow applications and integrations to ensure high system availability and performance. • Experience in guiding and mentoring junior developers and administrators in ServiceNow best practices, coding standards, and platform administration. • Strong understanding of business needs and IT requirements, capable of translating them into effective technical solutions that align with organizational goals. • Led end-to-end ServiceNow implementations, from requirements gathering and solution design to development, testing, and deployment, ensuring successful go-live experiences. • Proficient in managing ServiceNow updates and upgrades, ensuring minimal system downtime and maintaining system integrity during version migrations. • Experienced in developing custom applications and modules within ServiceNow to meet specific business needs, optimizing functionality and user experience. • Expertise in implementing ServiceNow's Virtual Agent and chatbots to improve self-service capabilities and reduce support team workload. • Strong collaboration with cross-functional teams, including project managers, business analysts, and stakeholders, to deliver ServiceNow solutions that meet business objectives and enhance service delivery.