Qasim Muhammad

ServiceNow Technical Product Owner

FedEx

July 2022 – Present

• Lead the design of scalable ServiceNow solutions aligned with company's requirements and platform capabilities • Define short term and long term roadmaps from 1 month to 3 month to 1 year milestones and objectives to Directors and higher management employees • Customization out of the box ServiceNow products such as ITSM forms and processes, Employee Experience, Workspace Operations, Catalogs with user stories and agile sprint development • Implemented Predictive Intelligence using classification, similarity and cluster frameworks for advanced solution capabilities • Designed and Architected CSDM framework for entire corporation mapping Business Capabilities to technical services • Lead the design and implementation of ServiceNow ITOM with multiple MID Servers deployed on AWS cloud with fault tolerant architecture • Implemented ServiceNow Discovery and Service Mapping capturing CIs into CMDB and managing top-down application mappings

Sr ServiceNow Analyst

General Motors (GM)

Jan 2021 – June 2022

• Implemented, Managed and On-boarded more than 8 SAP ERP applications onto ServiceNow consisting of over 10,000 end users including S4/Hana Fico, Fica, and SAP Brim modules • Designed and implemented ServiceNow integration with Tenable vulnerability tool automating triage team processes with group rules and assignment rules • Implemented ServiceNow and Jira integration using Flow Designer and REST API to create issues and synchronize data between platforms • Converted Jira Projects and Boards to Agile Development Boards in ServiceNow for product teams • Implemented, designed and tested ITAM and HAM modules increasing corporate visibility on asset lifecycle and financial costs • Performed ServiceNow client-side scripting using JavaScript for form customization, field validation, and user interaction enhancements • Implemented ServiceNow HRSD for HR resource team with process flows, documentation and user training

ServiceNow Developer

Deloitte

August 2020 – Dec 2020

• Customized workflows, incident, change management processes and forms to fit product teams business requirements using agile methodology • Worked in agile environment with daily scrum meetings and bi-weekly sprints on Jira stories and stakeholder use cases • Performed comprehensive UAT test cases covering all possible business and technical scenarios • Used App Engine Studio to create applications with custom and out of the box templates for task and request management • Built data models, user experience components including Catalog Items, Record Producers and Workspaces using App Engine Studio • Created logic and automation using decision rules and flows with security role and permission assignments • Conducted testing, debugging, and troubleshooting activities to ensure smooth operation of ServiceNow applications