Gulfam Shafee

• Architected and implemented Customer Service Management (CSM) workflows to enhance customer interactions.
• Integrated JIRA, Power BI, and LogicMonitor, enabling real-time dashboard reporting and operational insights.
• Designed automation solutions for customer enquiries, reducing manual effort and response time.
• Led a major ServiceNow upgrade with zero downtime, ensuring seamless transition and enhanced functionality.

• Configured key ServiceNow modules, including HRSD, CSM, HAM, SAM and ITSM, streamlining enterprise service workflows.
• Designed automated service request processes and approval structures using ServiceNow Flow instead of traditional workflows.
• Defined and implemented SLAs, ensuring optimal service availability, response times, and resolution targets.
• Developed email notifications and alerts, enhancing user communication on system events.

• Developed technical solutions within Security Incident Response (SIR) and Governance, Risk, and Compliance (GRC) frameworks.
• Optimized risk assessment templates and compliance processes for better policy adherence.
• Enhanced ITSM modules, refining Incident Management, Change Management, and Problem Management workflows.

• Designed and deployed ITSM modules, including Incident Management, Change Management, and Knowledge Management.
• Created custom knowledge base articles, increasing self-service adoption and reducing ticket volume.
• Implemented BigFix and Tivoli Workload Scheduler (TWS) for secure endpoint management and task automation.