Imran Ali

Currently working on the development of custom applications and tables to
meet client specific requirements.
• Worked on Script Customization for Service Catalog/Email Template/Workflow
script.
• Involved in configuring the Business Rules, Client Scripts in the ServiceNow.
• Configured Inbound & Outbound Email actions and developed Email scripts as
per the need.
• Educate clients on development and best practice through working sessions as
we work through requirements together.
• Designed, configured, and implemented ServiceNow components to meet
specific business needs to support ITIL and business processes

• Perform day to day activities like ServiceNow development and administration
on ITSM modules.
• Customized UI Appearance for Problem and Change Management Application,
which is simple, intuitive and easy to use.
• Responsible for gathering requirements and customizing Business Service
Catalogs from the customer.
• Functional knowledge and implementation experience of IT Service
Management (ITSM).
• Strong hands-on experience and intense knowledge of ITIL processes in
ServiceNow such as Change management, Catalog maintenance, Problem
Management, ServiceNow Administration, Reporting.

Responsible for assisting in the development of appropriate ITIL based
policies and processes for Incident, Problem and Change Management.
In conjunction with the Director of Production Operations, assisted in the
design and implementation of policies based on ITIL best practices while
reducing the overall impact to the affected teams.
Ensured required teams are trained on process, procedures and tools
required to follow appropriate policies.
In conjunction with the NOC Lead, assisted in developing a QA process to
ensure proper Incident Management and Problem Management processes
are followed.
As part of Problem Management oversight, ensured appropriate Root Cause
Analysis activities are scheduled, conducted, and all action items are tracked
to completion.
Managed the IT Change Management process to include facilitating regular
CAB meetings, ensured teams are adhering to appropriate processes and
provided guidance and training on procedures where required.
Assisted the NOC Lead with developing and maintaining a Documentation
Library for the NOC and other IT departments.
Communicated changes for visibility to executive management.
Identified, documented, and reviewed opportunities for team improvement in
standards to gain cost effectiveness and efficiency.
Performed analysis of quality audits, analyzed results and developed process
improvements to maintain quality deliverables.
Planned and facilitated Forward Schedule of Change meetings to ensure all
major upcoming releases are planned and scheduled appropriately to assist
in determination of priority and timing to eliminate scheduling conflicts.
Created a structured change management implementation strategy to provide
consistency in adopting change for every member, project team and
department.
Identified the common and potential points of resistance to change during
implementation of new Change Management policies. Developed counter
strategies to reduce resistance and address the concerns surrounding the
new processes to foster a positive acceptance.
Coordinated with customers and other stakeholders to obtain required
information and facilitate request for change processing.
Identification and assessment of potential impacts change may have on the
organization and prioritizing accordingly;
Developed and executed training for Change and Problem management as
required.
Reviewed critical performance measurements and trend analysis for
operational impact and improvement opportunities.
Established and maintained appropriate cross-functional governance
structures to enable effective decision making;
Applied continual improvement and communicated lessons learned to further
improvements in policies, processes, and procedures.
Maintained change log, change schedule, history, and documentation for all
changes utilizing authorized tracking and documentation tools.

IT Service Desk acts as the primary point of contact for users facing IT issues,
handling incidents, requests, and basic support to restore services quickly.
Monitors system alerts proactively to prevent incidents before user reports.
Maintains a knowledge base of solutions for self-service user access.
Conducts user training sessions on common tools and best practices.
Analyzes ticket trends to recommend process or tool improvements.
Coordinates with vendors for hardware/software warranty claims.
Ensures compliance with ITIL or organizational SLAs for response times.
Manages shift handovers, documenting unresolved high-priority issues.
Performs quality audits on resolved tickets for accuracy and customer
satisfaction.
Supports asset inventory tracking for devices issued to users.
Generates reports on service metrics for leadership review.
Contributes to service catalog updates for new requests.
Facilitates access management, including role-based permissions.