Zain Ahmad

Experience

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  DNB

  Feb 2012 - Oct 2014

  Javascript Developer

  I maintained dynamic web applications using JavaScript, jQuery, and AJAX, enhancing responsiveness and interactivity. I integrated JavaScript front-end with server-side technologies like PHP and MySQL, while adopting HTML5 and CSS3 to build modern web applications. I optimized JavaScript performance through minification, caching, and efficient DOM manipulation, and contributed to responsive design using media queries for mobile-friendly layouts. Additionally, I worked with JSON and XML for data interchange, explored emerging frameworks like Backbone.js, and implemented basic security measures like input validation and XSS prevention. Show less

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  Standard Chartered

  Nov 2014 - Oct 2017

  ServiceNow Developer

  I led the implementation of a company-wide IT Service Catalog, creating over 200 catalog items with dynamic forms and automated workflows. I customized Incident Management with advanced assignment rules and SLAs, and developed Performance Analytics dashboards to provide real-time insights into ITSM, ITAM, ITOM, and GRC metrics. I supported ITIL-aligned processes and enhanced Service Mapping in ITOM to improve change impact analysis. Additionally, I developed a custom Project Portfolio Management (PPM) application, implemented the HRSD module for automated employee processes, and created a custom Security Operations application with automated incident response workflows.I also maintained the CMDB by customizing automated discovery and service mapping to keep accurate IT asset inventories, and implemented role-based access controls (RBAC) to ensure secure data access. Throughout, I developed custom widgets and modules for the ServiceNow Service Portal, enhancing self-service capabilities for end-users. Show less

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  NSK

  Feb 2018 - Jun 2021

  ServiceNow Administrator

  I led a major ServiceNow upgrade from the New York to Quebec release, ensuring minimal disruption to business operations, and managed the Service Request catalog by designing and configuring workflows, flows, and catalog items. I configured Integration Hub spokes and Service Graph Connectors to integrate ServiceNow with third-party applications like Intune, CrowdStrike, Azure, and Tenable, ensuring accurate CMDB updates. I oversaw the IT Asset Management (ITAM) and Software Asset Management (SAM Pro) modules, designing workflows for asset tracking, license management, and compliance reporting. Additionally, I supported ITOM incident queues and customized HR Service Delivery (HRSD) workflows to automate employee lifecycle processes.My work also involved configuring Field Service Management (FSM) to optimize scheduling and dispatching, developing UI Actions, Business Rules, and Client Scripts to enhance usability, and preparing Technical Design Documents for Agile projects. I designed and implemented Governance, Risk, and Compliance (GRC) workflows, integrating with ITSM and CMDB to improve risk management and regulatory compliance visibility. Show less

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  NTT

  Jul 2021 - now

  ServiceNow Admin/Developer

  I spearheaded the implementation and optimization of ITSM processes, enhancing incident, problem, and change management workflows to improve overall IT service delivery. I led the integration of ServiceNow with third-party applications using Integration Hub spokes to connect with platforms like Microsoft Azure, AWS, and Google Cloud, ensuring unified cloud resource management. I designed and deployed advanced ITOM solutions, including Service Mapping and Event Management, to provide real-time visibility into IT infrastructure and proactively address potential issues. By streamlining IT Asset Management processes and developing custom workflows for asset lifecycle management, I achieved a 30% reduction in asset discrepancies.I conducted regular system upgrades and migrations, ensuring compatibility with new releases while minimizing downtime. Additionally, I developed custom applications within ServiceNow’s Now Platform App Engine to meet diverse business needs and enhanced CMDB accuracy through automated reconciliation processes.I customized HR Service Delivery modules to automate complex employee lifecycle processes, integrated RESTful APIs for data exchange, and utilized advanced scripting techniques to enhance platform functionality. Furthermore, I configured and monitored SLAs and OLAs, developed Field Service Management solutions to optimize operations, implemented Software Asset Management to track usage and ensure compliance, and provided ongoing support and administration to maintain optimal performance across ServiceNow instances. Show less