Saleem Syed

• Troubleshooting and resolving the issues reported by customers.
• Handling high-priority (P1) hi cases and escalations, minimizing business impact.
• Conduct in-depth debugging using OOB tools.
• Creating knowledge articles to streamline issue resolution and reduce support efforts.
• Debugging the Product issues on IT Service Management (ITSM) and Workspaces.
• Improving knowledge on ServiceNow releases, new functionalities and assisting customers through the
community.
• Resolving critical and escalated Cases by maintaining an average resolution time of under 48 hours.

• Debug and resolve issues related to ServiceNow applications, including performance issues, errors, and
defects.
• Customize and configure ServiceNow CSM modules, including Case Management, Knowledge Management.
• Perform root cause analysis for reported issues and work to implement sustainable fixes.
• Involved in various archiving activities and report, email template creation and modifications
• Creation of various Email Notifications.
• Creation of SLAs as per client requirement with the Incident and Request Management applications.
• Write scripts (Server-side and Client-side) to meet specific business requirements, such as business rules,
client scripts, and UI policies.
• ManagingServiceNow data using Scheduled imports and exports and transform maps.
• Creation of Data sources.
• Creation of new service catalog items, record producers and modifying existing ones as perthe new
requirement.
• Creation of custom surveys.

As a ServiceNow Administrator & Developer responsible for Analysis, design, development,
testing and customized Service catalog items& Workflow solutions for new implementations, communicate with
the clients to collecting and understanding requirements.
understand the incident/problem/Change processes.
• Creation and modification of various Business rules, client scripts, Script Includes, UI policies, UI
actions and scheduled jobs.
• Involved invarious archiving activities and report, email template creation and modifications
• Creation of various Email Notifications, Email client template and Quick messages.
• Creation of inbound and outbound emails.
• Creationof Update Setsto migrate customizations from one instance to another Instance.
• Customization oftable forms using UI Policies, Client Scripts and UI actions.
• Implementing system security by using ACLs and Roles.
• ManagingServiceNow data using Scheduled imports and exports and transform maps.
• Creation of Data sources.
• Creation of new service catalog items, record producers and modifying existing ones as perthe new
requirement.
• Designing new flow designers, workflows and modifying existing flow designers, workflows according to
requirement.
• Creation and modification of metrics and metric Definitions.
• Creationof variable sets.

Responsibilities: As a ServiceNow Administrator & Developer responsible for Analysis, design, development,
testing and customized Service catalog items& Workflow solutions for new implementations, communicatewith
the clients to collecting and understanding requirements.