Zack Elawar - Sr. ServiceNow ITSM consultant, American US Tech

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Network Power<100 people

Roles

✨100%

Business Owner

🧑‍🔬100%

Engineer

Geos

🇮🇳100%

India

Work Background

Engage ESMServiceNow Consultant

Nov. 2021Dallas, Texas, United StatesCertified ITIL and ServiceNow admin with history of achieving and developing cost effective solutions to meet customer business requirements and enhancing system functionality and administration. Also, Agile development, performance analytics and technical. Strong leadership with demonstrated ability to Work effectively with individuals at all levels and in all functional areas. In my current role as ServiceNow consultant include designing, developing, building, and scripting applications and providing support, training, and knowledge and different ITBM solutions. My role include: Involved in the complete end to end cycle of coding, testing, debugging, maintaining, and refining the computer software in ServiceNow to produce the required product in an Agile development environment. Implemented, documented, and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes. Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs. Involved in working with process owners to develop workflow, implement the workflows in Service Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules. Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge, and Configuration (CMDB) applications and processes. Involved in providing the design solution, technical methodologies, and processes solution to meet the customer requirements. Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives. Develop metrics, reports, and dashboards mainly SAM and CMDB dashboard Solid knowledge & experience in different ServiceNow ITSM suite and service catalogue and performance analytics

Houston Airport SystemIT Applications Service & Service Now Administrator/Developer

Nov. 2020 - Nov. 2021Houston, Texas, United StatesWorks directly with IT Management to align ServiceNow with IT organization strategy Establish and follow governance to allow for cohesive development from multiple organizations and teams Responsible for the design, administration and development of ServiceNow core applications to support the company’s technical operations to meet business objectives and Perform system and application configuration and management Daily support, administration, and maintenance of the ServiceNow platform. Complete development, configuration and workflow administration to support business processes in the platform Use SCRUM/Agile development methodologies Configuration/Customization of the ServiceNow system including workflows and Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow Serves as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME) Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk Developing, testing, deploying and updating workflows and approval flows and rules Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities Creating Custom tables and attributes to accommodate new data coming into CMDB. Configuration of User, Role and Group management Functions within ServiceNow Platform Responsible for the design, administration and development of ServiceNow core applications to support the company’s technical operations to meet business objectives OnBase users and groups administration Develops report per specifications in Jaspersoft

Dallas Fort Worth International Airport (DFW)Remedy Force Administrator

Sep. 2020 - Nov. 2020Dallas-Fort Worth MetroplexMy duties as Remedy force Administrator for DFW International Airport based on ITIL , policies, and technology to increase operational efficiency, system availability, CMDB and customer satisfaction. Also my responsibility as Remedy Force Admin include: Create custom fields and modifies pick list values Create and manage Workflow Create and manage Approval processes related to Change Management and Request Management Create and maintain queues, Accounts, Statuses, the Category Tree, Impact, Urgency and Priority Matrix Create and maintain Knowledgebase Articles Create and maintain Reports and Quick Views Create and maintain CMDB along with Configuration Item relationships Create and maintain the service catalog within Remedyforce Create and maintain all service level and operational level agreements

Column TechnologiesBMC Remedy ITSM Consultant

Sep. 2017 - Sep. 2020Houston, Texas Area• Perform development of ITIL/ITSM processes through Remedy AR system to meet evolving and changing needs of clients and provide assessment, design and redesign, and implementation solutions for clients. • Collaborate with developers to select appropriate design solutions or ensure the compatibility of system components. • Analyze and identify recommendations for enhancements Remedy AR System based on ITIL/ITSM best practices. • Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures to develop unified and consistent business approaches and performance improvement outcomes. • Demonstrated ability to influence and consult while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems during project delivery • Strong Technical skills, including knowledge and relevant experience in SDLC • Using ServiceNow in 2 projects Chicago police department and Chicago inspector general office by creating ticketing system that include resources and demand management plus using API’s and business rules to meet to functional requirement • Customized ServiceNow to fulfill case management for law enforcement also coordinate with business owners for modifications and changes in ServiceNow and remedy • Perform QA and UAT testing plus configure user accounts, groups, and roles • Communicate strategies and best practices with staff or clients for product implementation. In addition, document development specifications, test cases, and other system-related information.

Digital Processing SystemsITSM Service Manager

Aug. 2015 - Aug. 2017Kuwait• Manage and coordinate day-to-day support operations of the IT Service Management teams; train, coach, and develop both Service Desk and Desktop Support Technicians. • Develop and mature ITSM processes and tools to ensure proper handling and remediation of all issues raised to the Service Desk to ensure incidents & requests are fulfilled within specified SLA. • Implement and ensure proper knowledge management best practices are followed, and integrate continuous improvement processes to continually refine and improve the Service Desk and Desktop Support teams. • Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement and improvement of the Service Management Team. • Ensure proper handling of the Major Incident Management process, while continually promoting adoption and adherence by other technical departments and the business. • Participate and engage in various technical and business projects to identify additional support opportunities for the Service Management team. • Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives • Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics • Ensure appropriate OLAs/SLAs in place to support any new services. • Service Desk handles incidents and requests and provides an interface for other ITSM processes. Provides life-cycle management of all service requests and keeps customers informed of progress • Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure • Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operation Partners,

Partners HealthCareEpic Project Coordinator

Jun. 2013 - Jul. 2015Boston, Ma• Coordinate and manage EHR (electronic healthcare record) implementation for clinical and revenue application teams. Automated previously manual, time-consuming processes to drive gains in data tracking/accuracy, workgroup efficiency and profitability. • Coordinate IT security-related activities across application teams • Analyzed and managed users’ data to facilitate the mapping of users to the correct access/security. • Develop and maintain procedures for activating new users, updating existing users, and inactivating users • Facilitated joint security design sessions with the application teams to ensure cross-team communication and collaboration. • Create users accounts and add permissions in AD plus add Active Directory groups to allow access to applications to users. • Lead the epic security group workgroup in building of epic security. • Assisted in the definition of system-level access, shared security classes and made appropriate security design decisions in conjunction with application and clinical teams. • Act as a point of contact to the Partners clinical sites for all things related to IT Security. • Tracked and resolved issues and action items. • Technical support and customer services. Using HP ticketing system service management. • Post live implementation activities and production support.

IBM Enterprise Marketing ManagementSoftware Support Engineer

Mar. 2012 - May. 2013Greater Boston Area•Perform L2 support for IBM UNICA Platform, Campaign and Interact marketing . •Leads and coordinates with other technicians in pursuit of a specific instance of technical activity • Resolved customer concerns in a positive and helpful manner • Technical support for clients and using PMR ticketing system and Lotus. • Advice customer about or perform maintenance for the product • Working with UNIX, Windows operating system, Web sphere and Web logic, SQL server And Oracle 2008, 2005 Database • Working with customers, internal technicians, and product development teams to coordinate and support deployment of connectivity services to the customer site • Created knowledge base also documented all the problems and their solutions • Created monthly report for manager concerning technical problems

Applied Science LaboratoriesEye Tracking Software and Equipment Sales Engineer

Apr. 2011 - Mar. 2012Bedford, MA• Selling Eye trucking devices and software for marketing companies, Universities and Law enforcement. • Supported inside sales and account management activities. Prospected and secured new clients by telephone and in person. • Provided detailed funnel reports to general manager regarding prospective clients and sales projections. • Established and maintained professional relationships with customers to better anticipate and satisfy their needs. • Customer service and technical support for the current customers • Created a knowledge base web site that contained all technical specifications. • Participated and organized shows and events to present company product

American Red CrossIT Lab Tech

Feb. 2006 - Apr. 2011Dedham, MAPerform quality and assurance control activities for computers and various laboratory equipment. Ensure compliance of all laboratory equipment with Federal Regulations. Work with Unix Operating system, oracle database plus tech support.

Mass General Hospital, Center For Comparative MedicineSenior Animal Laboratory Technician

Jan. 2005 - Feb. 2006Boston, MAManaged animal research facility for biomedical research. Ensured compliance with U.S. Department of Agriculture regulations. Collected and analyzed data for various research projects.