Asset Management Service Delivery

Abdul Badi Mohammed

Phone: 432-***-**** Email: ************@*****.***

ServiceNow Developer / Administrator Looking for C2C Role

SUMMARY PROFESSIONAL:

Over 9+ years of extensive experience in ServiceNow development, administration, and implementation, specializing in ITSM, ITOM, ITBM, GRC, IRM, SAM, HAM, HRSD, CMDB, AIOps, GEN AI, APP ENGINE, and BCM, driving automation and process optimization across IT services while demonstrating strong verbal and written communication skills.

Expert in IT Asset Management (ITAM), implementing SAM (Software Asset Management) and HAM (Hardware Asset Management) workflows to streamline asset lifecycle management, ensuring compliance, and reducing operational costs through analytical and problem-solving skills.

Proven expertise in IT Operations Management (ITOM), including Discovery, Service Mapping, and Event Management, enhancing visibility and control over IT infrastructure and hybrid environments, leading to improved service delivery and reduced downtime while handling multiple projects efficiently.

In-depth experience in Configuration Management Database (CMDB), maintaining accurate records and relationships of IT assets and services, ensuring data integrity and alignment with CSDM (Common Service Data Model) for improved service dependency management with attention to detail.

Strong background in IT Service Management (ITSM), driving the implementation and automation of core ITIL processes, including Incident, Problem, Change Management, and Service Request Management, optimizing service delivery, reducing resolution times, and improving customer satisfaction.

Skilled in implementing HR Service Delivery (HRSD) and automating HR workflows such as onboarding, offboarding, and employee service requests, which results in enhanced employee experience and process efficiency.

Proficient in IT Business Management (ITBM), streamlining Project Portfolio Management (PPM), resource allocation, and demand management to ensure IT projects align with business goals and maximize return on investment while applying strong management skills.

Expert in Governance, Risk, and Compliance (GRC) and Integrated Risk Management (IRM), automating risk assessments and compliance workflows to ensure continuous monitoring and alignment with organizational policies.

Implemented AIOps and Predictive Intelligence to proactively detect, automate, and resolve incidents in ITOM and ITSM, reducing incident resolution time by up to 25% and driving faster problem resolution with enhanced intelligence.

Advanced knowledge in Business Continuity Management (BCM), implementing disaster recovery processes and automating backup procedures, ensuring business continuity, and minimizing service disruptions during critical incidents.

Hands-on experience with GEN AI capabilities to enhance IT operations by integrating predictive analytics and intelligent automation for faster decision-making, improved service uptime, and operational efficiency.

Deep proficiency in APP ENGINE, developing custom applications to automate business processes, ensuring seamless integration with external systems, and delivering enhanced user experience and process optimization.

Proven ability to automate testing (ATF) for ITSM, ITOM, ITBM, and GRC workflows, ensuring quality assurance, system reliability, and efficient deployment across various environments.

Led multiple successful integrations across ITOM, ITSM, and ITBM modules, driving enhanced data flow, resource allocation, and real-time reporting, enabling better decision-making and improved operational visibility.

Certified ServiceNow System Administrator, Application Developer, and Implementation Specialist with a strong commitment to best practices, delivering tailored ServiceNow solutions aligned with business needs, ensuring minimal customizations and optimized performance.

CORE COMPETENCIES & TECHNICAL SKILLS:

ServiceNow Modules: ITSM, ITOM, ITBM, GRC, IRM, BCM, SAM, HAM, APM, HRSD, CMDB, AIOps, GEN AI, APP ENGINE

Development & Scripting: JavaScript, GlideScript, REST/SOAP APIs, PowerShell, Python, Flow Designer, ATF, UI Policies, Business Rules, Client & UI Scripts, Glide Scripting

Cloud & Integration Technologies: AWS, Azure, GCP, ITOM Discovery, Event Management, Integration Hub, MID Server, Service Mapping, REST/SOAP APIs, Orchestration

Reporting & Analytics: Performance Analytics, Power BI, Tableau, Grafana, SQL, Dashboards, KPI Monitoring, Reporting in ServiceNow

Security & Access Control: RBAC, ACLs, SECOPS (Security Incident Response, Vulnerability Response)

Process Automation & Optimization: SAM, HAM lifecycle management, BCM process automation, AIOps-driven incident management, code optimization

Solution Design & Implementation: Prototyping, implementing, and deploying ServiceNow solutions following best practices, minimizing customizations

Platform Expertise: ServiceNow administration, configuration, monitoring, and hands-on development of core components like business rules, client scripts, and UI components

Leadership & Collaboration: Leading teams, collaborating with product/process owners and stakeholders to align ServiceNow solutions with business objectives

Customization & Development: Tailoring ServiceNow workflows, forms, lists, business rules, and UI components to meet specific client needs

Testing & Performance Tuning: Regression Testing, ATF, ServiceNow upgrades, and clones, ensuring system efficiency and high-quality deployment

Advanced Technologies: Integrating GEN AI for predictive intelligence and automation within ITSM, ITOM, and GRC workflows

PROFESSIONAL EXPERIENCE:

ServiceNow Developer / Administrator

Equifax Financial Services, Atlanta, GA

April 2022 – Present

1.Implemented ITOM solutions (Discovery, Service Mapping, Event Management) across hybrid cloud environments (AWS, Azure), enhancing visibility and automating incident resolution, resulting in more efficient service delivery and reduced operational downtime.

2.Led the integration of ITAM (Software and Hardware Asset Management) and SAM/HAM to optimize asset lifecycle management, ensuring accurate tracking and compliance reporting for improved asset management practices.

3.Enhanced CMDB data integrity by implementing CSDM (Common Service Data Model) and automating reconciliation processes, ensuring accurate service mappings across IT environments.

4.Automated key workflows within HRSD to streamline employee service requests, significantly improving HR process efficiency and resulting in a 15% improvement in user satisfaction.

5.Optimized Performance Analytics to create customized dashboards for monitoring KPIs, SLAs, and IT operations, providing real-time visibility into service delivery performance for executives and management.

6.Integrated ITBM (Project Portfolio Management) with ITSM processes, enabling seamless project tracking and improved visibility, supporting better decision-making in IT investments.

7.Developed and automated incident management workflows utilizing AIOps and Predictive Intelligence to proactively detect and resolve incidents, reducing incident resolution time by 20%.

8.Led the integration of IRM (Integrated Risk Management) and GRC (Governance, Risk, and Compliance) modules to streamline risk management processes, automate risk assessments, and ensure compliance with organizational policies.

9.Collaborated with business stakeholders to enhance GEN AI features in ServiceNow, improving IT operations through intelligent automation and AI-driven insights, thereby increasing operational efficiency.

10.Implemented BCM (Business Continuity Management) solutions to ensure business continuity during critical incidents by automating disaster recovery and backup procedures, minimizing service disruptions.

11.Developed business process automation solutions using APP ENGINE, integrating with external systems to improve user experience and streamline workflows, enhancing overall process efficiency.

12.Delivered continuous improvements for ServiceNow instance performance and resource utilization, optimizing system stability, and reducing performance-related issues.

13.Worked with cross-functional teams to design and implement technical solutions based on ServiceNow release plans, including modules such as ITSM, ITOM, ITBM, and more.

14.Actively participated in status meetings, providing technical insights on ongoing projects and ensuring adherence to the Software Development Life Cycle (SDLC) and best practices for efficient project delivery.

Key Achievements:

Reduced incident resolution time by 25% through enhanced ITOM automation and predictive alerting capabilities.

Improved asset tracking accuracy by 30% by automating SAM and HAM workflows, reducing manual intervention, and ensuring compliance.

Increased HR service request efficiency by automating workflows, resulting in a 15% improvement in employee satisfaction.

Enhanced risk management processes through the integration of IRM and GRC, ensuring better compliance and faster risk mitigation.

ServiceNow Administrator

Allegheny Health Network, Pittsburgh, PA

February 2020 – March 2022

1.Implemented and customized ITAM solutions including SAM and HAM to automate software and hardware lifecycle management, ensuring compliance and improving asset tracking.

2.Configured and optimized ITOM modules, including Discovery, Service Mapping, and Event Management, improving IT infrastructure visibility and automating alert handling for better service monitoring.

3.Automated GRC workflows to enhance risk management, ensuring continuous monitoring and compliance across multiple departments and business units.

4.Configured CMDB to ensure accurate representation of services, dependencies, and relationships across hybrid IT environments, improving service dependency management.

5.Led the configuration of HRSD to automate onboarding processes, reducing the time-to-completion by 25% and improving employee experience.

6.Implemented AIOps for intelligent event correlation and incident prediction, enabling faster incident resolution and proactive problem management, reducing downtime.

7.Developed and deployed Performance Analytics dashboards for IT operations, providing real-time data insights, key metrics, and improving decision-making for management.

8.Improved disaster recovery and continuity planning by implementing BCM solutions and automating recovery procedures within ServiceNow, ensuring operational resilience.

9.Designed and implemented APP ENGINE solutions to automate business processes, improving user experience and overall system efficiency.

10.Integrated third-party tools such as Splunk and SolarWinds with ITOM for enhanced visibility and monitoring, ensuring seamless operational continuity.

11.Created automated reporting solutions to improve service delivery quality and track SLAs across various teams, ensuring timely and accurate reporting.

12.Collaborated with security teams to integrate SECOPS and optimize incident response times, significantly improving the organization’s security posture and reducing security incidents.

13.Delivered ongoing ServiceNow maintenance and enhancements, ensuring optimal performance and minimizing system downtime.

14.Conducted training sessions for internal teams on best practices for using ServiceNow tools, ensuring knowledge transfer and system efficiency.

Key Achievements:

Increased service efficiency by 20% through ITAM, SAM, and HAM automation, reducing manual processes and improving asset lifecycle management.

Reduced business continuity gaps by 15% through BCM planning and disaster recovery automation, ensuring faster recovery during critical incidents.

Improved ITOM performance by optimizing Discovery and Service Mapping, resulting in better resource allocation and service management.

Enhanced incident response by implementing AIOps and SECOPS, leading to a 20% reduction in response times and better security monitoring.

ServiceNow Developer / Administrator

Apex Co’ Vantage, Hyderabad, India

June 2017 – July 2018

Job Responsibilities:

1.Configured and optimized ITOM processes, including Discovery, Service Mapping, and Event Management, improving visibility and control over hybrid IT environments and cloud-based services.

2.Automated SAM (Software Asset Management) and HAM (Hardware Asset Management) workflows, improving asset lifecycle management, compliance tracking, and operational efficiency.

3.Implemented BCM (Business Continuity Management) processes to ensure disaster recovery and backup procedures, enabling seamless business continuity operations.

4.Developed custom Performance Analytics dashboards to monitor IT service performance, SLA compliance, and service delivery metrics, providing real-time insights to executives.

5.Integrated ITBM (IT Business Management) modules for enhanced project portfolio management (PPM) and resource allocation, aligning IT projects with business priorities.

6.Configured and maintained CMDB (Configuration Management Database) to ensure accurate records of IT assets and services, aligning with CSDM (Common Service Data Model).

7.Streamlined and automated ITSM (IT Service Management) incident, problem, and change management processes, reducing service downtime through AIOps and predictive analytics.

8.Led the integration of GRC (Governance, Risk, and Compliance) modules to ensure regulatory compliance, automate risk assessments, and mitigate organizational risks.

9.Customized and enhanced APP ENGINE applications to automate business processes and ensure smooth integration for internal stakeholders, improving operational efficiency.

10.Automated ATF (Automated Test Framework) testing for incident, change, and problem management workflows, ensuring system reliability and optimal code performance.

Key Achievements:

Improved operational efficiency by 30% by configuring and optimizing ITOM processes for better visibility.

Reduced manual intervention by 25% through automated SAM and HAM workflows.

Minimized business downtime by 20% through BCM disaster recovery and continuity planning.

Increased service delivery efficiency by 15% through automated ITSM processes powered by AIOps.

Delivered 20% faster project timelines through integrated ITBM modules aligning IT and business goals.

ServiceNow Developer

Pragma Edge Inc, Hyderabad, India

June 2014 – May 2017

Job Responsibilities:

1.Developed and implemented custom workflows to automate ITSM, ITOM, and GRC processes, improving service delivery and risk management across IT services.

2.Automated incident management workflows using AIOps and ITOM, proactively identifying and resolving incidents, reducing downtime by 25%.

3.Configured ITAM (IT Asset Management), SAM (Software Asset Management), and HAM (Hardware Asset Management) workflows to optimize asset lifecycle management and ensure compliance tracking.

4.Customized CMDB (Configuration Management Database) to improve service and configuration tracking, aligning with CSDM (Common Service Data Model) standards for better visibility and accuracy.

5.Integrated HRSD (HR Service Delivery) workflows to automate onboarding and offboarding, improving employee service management and reducing manual HR processes by 20%.

6.Implemented ITBM (IT Business Management) for demand management and project portfolio management (PPM), enhancing resource allocation and project tracking.

7.Developed Performance Analytics dashboards to track service performance, SLA compliance, and operational KPIs, providing actionable insights for improved decision-making.

8.Implemented SECOPS (Security Operations) to automate incident response workflows, integrating with SIR (Security Incident Response) and VR (Vulnerability Response) for enhanced security operations.

9.Integrated GEN AI for predictive intelligence, utilizing machine learning to optimize workflows within ITOM, ITSM, and GRC, automating decision-making.

10.Developed APP ENGINE applications to automate business operations and integrate external systems, improving operational efficiency and user experience.

11.Acted as a subject matter expert for ITSM and ITOM capabilities, delivering ServiceNow solutions in alignment with ServiceNow best practices and ensuring minimal customizations.

12.Collaborated with product owners, process owners, and other business leaders to design and implement Service Management solutions, improving overall business operations.

13.Participated in testing, upgrades, and cloning of ServiceNow instances, ensuring compliance with best practices while optimizing the platform’s performance.

14.Used ATF for automated testing of ServiceNow solutions to ensure the functionality and quality of applications across different environments.

Key Achievements:

Reduced incident response time by 20% through automation of AIOps in ITOM incident management.

Enhanced asset management compliance by automating SAM and HAM workflows, reducing manual intervention by 30%.

Increased operational efficiency by 25% by automating ITSM workflows and reducing manual service request handling.

EDUCATION:

Master of Information Technology & Management, Campbellsville University, United States (Aug 2018 – Dec 2019)

GPA: 3.8/4.0

Bachelor of Technology in Computer Science, (JTUH), India (Jul 2010 – Jun 2014)

GPA: 7.5/10

CERTIFICATIONS:

ServiceNow Certified System Administrator

ServiceNow Certified Implementation Specialist – ITSM

ServiceNow Certified Application Developer

ITIL v3 Foundation Certification

PROJECTS:

1.Employee Onboarding Automation in ServiceNow: Automated employee onboarding by integrating HR systems with ServiceNow HRSD, streamlining workflows to enhance employee experience.

2.Incident Management for Hybrid Cloud with ITOM Integration: Developed automated incident management integrating ITOM (Discovery, Event Management) with AWS CloudWatch and Azure Monitor, enhancing proactive incident detection and resolution.

3.Asset Management Optimization with SAM and HAM: Led the implementation of SAM and HAM workflows in ServiceNow, automating asset lifecycle management and improving resource allocation efficiency.

4.ServiceNow ITSM & ITBM Integration for Portfolio Management: Integrated ITSM and ITBM solutions to automate project tracking and align business objectives with resource allocation.

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