Faisal Khan

• Design, develop, build, configure, and customize applications to provide support responsibilities to end-users.
• Provide support whenever any baseline instances are received by clients like HRSD, and ITSM (incident, problem, change management, and service catalog).
• Configure and personalize instances by tailoring them with the company.
• Manage Data and Information Security functions including User Criteria and Access Control Rules.
• Set up role-based access in the Platform features, applications, and functions to ensure proper compliance.
• Create access control rules (CRUD) to secure data at table and field levels to grant permissions only to valid users.
• Responsible for Data Management and CMDB (Configuration Items).
• Import data from external sources and map to Platform target tables using Import Set, Transform, and Coalesce fields.
• Perform impact analysis by tracking and managing the relationships between company configuration items (CI) for improved visibility of potential problems via Schema Maps, CI Class Manager, and Dependency View Map.
• Configure Self-Service Portals such as Knowledge Management and Service Catalog via Work Flows.
• Develop Service Catalog Items using Catalog Builder including an Order Guide and Record Producers.
• Automate the procurement and communication process for CI items to receive the requested items on time.
• Responsible for Platform Productivity including development of Reports, Dashboards, and Notifications.
• Develop Reports using Report Designer with configuration of data visualization in workspaces for monitoring the ITSM/HRSD records including but not limited to CI items (incidents, requests, problems) and HR cases.
• Provide support for any customization as per client needs including automatically generating and delivering reports.
• Perform Platform Integration and Migration including but not limited to UI Policy, Business Rule, Client Script, Data Policy, and Update Sets.
• Configure changes like forms from development to production instance via Update Sets (retrieve, preview, commit).
• Develop New Applications and alter old ones via Process Automation Designer (App Engine Studio) and Java Scripts.
• Provide support in System Performance Dashboard, Instant Scan, Health Scan, Release Notes, and Upgrade Center.
• Participate in Instance Testing using ATF (Automated Test Framework)
• Assist Implementation teams on such as HR technology products and HRSD.
• Deal with the design and implementation of ServiceNow HRM, WSD, ITSM, and Service Portal.
• Provide support in Asset, Hardware, and Software inventory management processes.
• Manage the ServiceNow Platform Vulnerability management process with the coordination of the support team

• Managed full HR system implementation life cycle including Requirements Gathering, Scope Management, Process Design, System Configuration, Integration, User Acceptance Testing, Training, and Go-Live
• Designs project templates, creates presentations, reports, and reviews project deliverables, and maintains project information repository.
• Led the testing cycles and helped to drive the user acceptance criteria for HRIS solutions and deployment.
• Thought about the quality of business processes as well as data quality and integrity by ensuring a regular audit cadence in coordination with the People Analytics team.
• Actively identified and resolved issues or opportunities for enhanced user experience and other HRIS integrations.
• Developed and documented all current/new HRIS business process workflows for efficiency and compliance.
• Responsible for using resources effectively and involved in large complex HR Information systems development, implementation, and maintenance.
• Performed data manipulation techniques to analyze/interpret complex data sets using advanced MS Excel, Power BI, and R Language and converted them into meaningful • Dashboards to provide business intelligence and customer insights to the Management for making better decisions.