Hamza Hassan

Qualified IT Professional with 3+ years of experience as a ServiceNow Developer and Administrator. Excellent verbal and and written communication skills. A passionate, articulate, goal oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, Software Validation, Software release and experienced Software Developer in ServiceNow. Excellent analytical skills with proficiency in debugging and problem solving.

Responsible for day-to-day management within the platform. ◦ Organized UAT and pushing it to the Production instance. ◦ Enhancements and Development in Incident Management, Request Management and Service Catalog Management. ◦ Experience Developing ServiceNow applications from Business requirements and Technical design documents. ◦ In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Core competency areas include IT Service Management using ServiceNow Tool. Expertise on creation of workflows for Service Catalog items in ServiceNow. ◦ Functional knowledge and implementation experience of ITSM frameworks. ◦ Managed intake and requirements gathering for corporate wide ServiceNow instance. ◦ Good knowledge of CMDB and Asset Management Services: Business Services, Service Offerings and Configuration item relationships. ◦ Understanding of IT service management (ITSM) and the ITIL business process. ◦ Maintain Service level agreement (SLA) and monitor an SLA Workflow. ◦ Created knowledge articles to document the steps in creating the catalog item. ◦ Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/Ul pages as per the complex requirements. ◦ Created countless Business Rules using the GlideRecord operations ◦ Created Catalog client scripts and Ul policies to make client-side changes. ◦ Created the UI pages to use them in Catalog items, Implemented using Ul scripts. ◦ Created knowledge articles to document the steps in creating the catalog items.

MSC PRODUCT DEVELOPMENT – Chalmers University of Technology

BENG MECHANICAL ENGINEERING WITH HONORS – University of Birmingham