Ashley Khan

• Set up e-bonding bi-directional data synchronization between two ServiceNow instances enabling seamless integration of modules like Incident, Problem and Change across domains or business units. • Designed inbound/outbound REST or Table APIs, mapping fields, handling transforms, error-logging and ensuring data consistency across instances. • Leveraged Flow Designer and Scripted REST APIs to trigger automated remediation or change requests for high-priority vulnerabilities, significantly reducing manual efforts. • Integrated AI Search with Knowledge Management and Catalog items, enhancing enterprise-wide search relevance through machine learning ranking, auto-complete predictions, and click-through behavior analysis. • Configured Now Assist for Agents by integrating with workspace experiences, enhancing agent productivity through GenAI-driven response generation, case summarization, and historical context retrieval using LLMs within ServiceNow. • Integrated Endpoint Detection and Response (EDR) tool into SecOps, enabling automated creation of security incidents. • Prepared the ServiceNow instance for future extensions by organizing CMDB structure, governance, and service-aware mapping.

• Designed and implemented e-bonding solutions linking multiple ServiceNow instances a ServiceNow instance with external partner systems to enable seamless, bidirectional ticket/data synchronization. • Leveraged the On-Platform Generative-AI suite Now Assist to significantly uplift productivity, self-service and agent-enablement. • Implemented Now Assist skills such as incident summarization, chat, virtual-agent conversational flows, knowledge-article drafting and automated triage recommendations. All built on the platform’s GenAI capabilities to help accelerate resolution and improve support experience. • Implemented notification and escalation rules using the ServiceNow Event Management integration, allowing proactive communication and faster resolution cycles. • Implemented and managed ServiceNow AIOps solutions using key ITOM components like Event Management, Health Log Analytics, and ML-based Noise Reduction to enable proactive incident detection, root cause analysis, and automated remediation; integrated with monitoring tools and fine-tuning correlation rules for high accuracy. • Implemented OAuth 2.0, and Basic Authentication mechanisms in REST and SOAP integrations using Integration Hub Custom Spokes and MID Servers. • Configured and optimized Vulnerability Response (VR) workflows by integrating Qualys/Tenable scanners, automating vulnerability imports, and mapping them to CMDB CIs for prioritization using risk scoring frameworks. • Built custom remediation workflows integrating ServiceNow VR with ITSM Change Management, enabling automated change creation for patching high-priority vulnerabilities across infrastructure and applications. • Collaborated closely with Security Operations, ITSM, and CMDB teams to align VR processes with organizational security frameworks and governance standards.

• Implemented and optimized the Vulnerability Response (VR) module in ServiceNow, focusing on automating vulnerability lifecycle management and integrating it with enterprise security tools to ensure end-to-end visibility. • Integrated ServiceNow VR with external scanners like Qualys, Tenable, and Rapid7, using MID Servers and IntegrationHub spokes to automate the import and correlation of vulnerabilities against CMDB CIs. • Configured ITOM Discovery with patterns, probes, and sensors to automate the population of CMDB with accurate CI relationships across on-premises and cloud environments. • Integrated third-party monitoring tools and data sources with ServiceNow ITOM modules using RESTful APIs and web services, enabling centralized management and analysis of diverse IT data streams. • Optimized Event Management alert rules, resulting in a reduction in redundant alerts and prioritization of critical incidents, leading to faster incident resolution. • Provided real-time event dashboards, allowing operations teams to proactively identify and address high-impact incidents. • Monitored Discovery scans to ensure comprehensive coverage, addressing scan failures, timeout issues, and incomplete discoveries. Documented common issues and their solutions to streamline future troubleshooting. • Configured and administered IntegrationHub and MID Server for secure and scalable REST/SOAP connections. • Installed HAMpro plugin in client ServiceNow, where post implementation worked on discovering Hardware assets. • Developed comprehensive reports using SAMpro to provide stakeholders and management with Scheduled job for CMDB data synchronization, enhancing UI policies and client scripts for Asset Record forms.

• Maintained and contributed a showcase of IRM solutions created on the ServiceNow platform. • Deployed and defined best practice GRC/IRM processes from a process, people, and technology perspective. • Implemented the SPM as per the application-level implementation where configured the portfolio for the client. • Imported CMDB data for Business Applications, Business capabilities, Application Services and built CI relationships for APM project. • Configured Project Portfolio Management (PPM)based on custom process and flows. Designed process formatter, notifications, SLAs. • Led the analysis and automation of HR processes, streamlining pre hire activities, new hire onboarding, and post- hire support. • Developed custom ServiceNow applications and modules tailored to HR needs, enhancing candidate screening, interview scheduling, and employee service requests. • Designed and implemented intuitive self-service portals and forms within ServiceNow to improve the user experience for HR, hiring managers, and employees. • Integrated ServiceNow with HRIS, payroll, and Active Directory systems, ensuring seamless data synchronization and enhancing the overall HR experience for new hires and employees.

• Worked on different IT Service Management (ITSM) implementations from the inception phase to the delivery phase, provided hyper-care support and warranty support. • Implemented the flow designer for the custom table in custom application to automate the process. • Designed UI pages using UI builders and seamlessly integrating external virtual agent chat bots into Service Portal pages. • Worked on several script includes to Glide the data from various tables to be utilized in client scripts and service portal widgets • Designed and developed custom applications to manage business processes for various departments using ServiceNow Application Engine Studio (AES). • Developed and designed custom business rules and processes to manage and handle specific case types using Playbooks. • Worked on custom actions to develop automation flows for data migration and movement between ServiceNow and third-party applications. • Utilized ServiceNow scripting like Business Rules, Client Scripts, Server-Side scripts, UI Actions to fulfill the client requirements around ITSM and CSM. • Built scope as well as global application and created application files based on requirements. • Used business Rules, Client Scripts, Script Includes and UI Policies to configure the Record Producer.

• Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA. • Performed Domain separation in a couple of projects, one with 50+ customers in a single instance and one with 25 customers in the second instance. • Performed the task of using Discovery to load configuration information to CMDB. • Built custom solution to design robot CMDB involving multi-layer processes to manage ITSM applications with ITOM modules. • Worked to identify the users, groups, categories and following the ITIL standards while designing these solutions.

• Set up Discovery from scratch to completion, along with building and supporting integrations with data sources beyond ServiceNow Discovery. • Hands-on experience in Pattern customization and generating reports and dashboards for effective monitoring and analysis purposes. • Proficient in ServiceNow platform development, specializing in Customer Service Management (CSM) module customization and enhancement. • Extensive experience in JavaScript programming for customizing and scripting within the ServiceNow CSM environment. • Designed and implemented ServiceNow CSM modules, workflows, and forms to optimize customer service processes. • Integrated ServiceNow CSM with external systems using RESTful APIs, web services, and other integration techniques. • Troubleshooted and resolved technical issues within ServiceNow CSM instances, ensuring seamless customer service operations. • Adhered ServiceNow CSM best practices, including documentation standards, version control, and performance optimization techniques.

• Worked on Security Incident Response, Threat Intelligence, Trusted Security Circles, Configuration Compliance. • Performed security assessments and implemented remediation plans for security vulnerabilities in SecOps. • Built custom workflow to check and audit security related compliance by analyzing Qualys Security tool. • Customized the security incident for the SecOps and customized and enhanced the workflow of the security incident. • Implemented Risk assessment modules with customized and enhanced the risk methodology. • Created Audits reports and built custom flows to generate audit records quarterly for Security operations, Finance, HR, Legal departments. • Worked on the integration to bring certain data from the Workday to populate fields in ServiceNow using the REST APIs in order to automate the process. • Worked on customizing the service portal to enhance the hiring experience of the new users. And setup the new service portal so that the content is configurable from the backend. • Developed client scripts using the Glide Ajax to populate the data in the fields. • Worked on several script includes to Glide the data from various tables to be utilized in client scripts and service portal widgets

• Integrated JAMF and Infoblox using REST APIs and custom APIs to populate Hardware Asset details in Hardware Asset Management (ITAM). • Provide global improvements to ServiceNow HAM program, Asset Management processes and ways of work. • Created workflows for Service Catalog items in Service-Now and also experienced in customizing OBB ServiceNow workflows. • Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release. • Worked on Service Catalog in introducing new Catalog Items based on the Clients requirement. • Developed JavaScript and configured Workflows to implement additional features, customizations and enable the process flow. • Built Financial and Contractual sections under Hardware Asset Management (ITAM) for IT Hardware assets and populated the information through multi sources. • Integrated the azure licensing model with SAM licensing (alm_license) to fetch information on to ServiceNow from Azure platform. It stores information about the licenses and the cost of resources as per the utilizations. • Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.

• Implemented the GRC, policy, controls, control objectives etc. where worked Implemented the risk assessment and advance risk assessment module to GRC • Gathered requirements from the Business Team & created technical, functional specification documents. • Created configuration items (CIs) in the Configuration Management Database (CMDB) using the Identification and Reconciliation engine (IRE) API. This helped in preventing the creation of duplicate Cis. • Aligned the Security Operation modules with GRC for proper process and policy follow-up and creating assessments for the feedback and process improvement. • Worked on External Credential Storage Plugin to store the Discovery credentials securely in CyberArk and initialized token-based authentication for ITOM. • Utilized Agile Project Management to schedule and track development goals within ServiceNow. • Worked on Operator Workspace and built custom reports and dashboards to visualize overall maturity of ITOM implementation. • Customized the available controls and flows to include the GRC lifecycle process from beginning to end. • Collaborated with development support teams to set up a continuous delivery environment with the use of Docker. • Worked on the Implementation, Configuration and maintenance of Business • Customized executive Performance Analytics dashboard which shows performance against business goals.