Servicenow Developer M A

MUHAMMAD KHALID

Fredericksburg, VA, *****

************@*****.*** +1-540-***-**** linkedin.com/in/muhammad-khalid07

PROFESSIONAL SUMMARY

I’m a certified and experienced ServiceNow Developer with over 8 years of hands-on work across a wide range of

modules including ITSM, ITOM, ITAM (HAM/SAM Pro), HRSD, CMDB, CSM, SecOps, GRC/IRM, FSM, SPM (PPM/APM),

Discovery, and Performance Analytics. Expert in custom application development, workflow automation, AI-driven

enhancements (Virtual Agent, Predictive Intelligence), and Service Portal customization. Experienced in integrating

external systems such as Azure, AWS, SAP, and Jira using REST/SOAP APIs, MID Servers, and Integration Hub. Strong

programming background in JavaScript, Glide Script, AngularJS, HTML5, CSS3, Bootstrap, and client/server-side

scripting. Practiced working in Agile/Scrum environments, conducting code reviews, mentoring teams, and delivering

scalable, secure ServiceNow solutions that align with business objectives.

PROFESSIONAL EXPERIENCE

LEAD SERVICENOW DEVELOPER/ADMIN

TRILOGY Federal, LLC. September 2023 - Present

Key Responsibilities:

● Worked closely with both technical teams and business users to understand their needs and turn them into

ServiceNow solutions, while making sure everyone stayed on the same page and worked well together.

● Provided mentorship and technical guidance to junior developers, promoting a collaborative, knowledge-

sharing environment and encouraging continuous learning, growth within the ServiceNow development team.

● Served as the lead administrator for the ServiceNow ITSM module, ensuring consistent platform performance,

reliability, and security.

● Managed user roles, access controls, and group assignments to maintain compliance with platform

governance standards.

● Monitored and optimized system health by proactively reviewing logs, performance metrics, and scheduled

jobs.

● Resolved incidents and service requests related to ITSM, reducing response times and increasing end-user

satisfaction.

● Conducted detailed root cause analysis for recurring system issues and implemented long-term corrective

actions.

● Built and maintained custom catalog items with multi-step workflows and dynamic form behaviors.

● Designed and implemented business rules, UI policies, client scripts, and notifications based on changing

operational needs.

● Automated manual processes across incident, change, and request management through workflow and flow

designer tools.

● Supported cross-functional teams by creating and customizing performance dashboards for various business

units.

● Integrated ServiceNow with external tools via REST and SOAP APIs to support data exchange and process

automation.

● Created scoped applications for custom department-specific use cases while adhering to Service Now’s best

practices.

● Maintained update sets and coordinated deployment of changes across development, test, and production

environments.

● Prepared training materials and conducted hands-on sessions to onboard internal teams on the ITSM platform

features.

● Collaborated with business analysts and stakeholders to gather requirements and translate them into technical

solutions.

● Customized knowledge base structure and lifecycle to improve search ability and content relevance for users.

● Developed change request workflows to align with CAB processes and improve change implementation

success rate.

● Participated in platform roadmap discussions, offering insight on module expansion strategies and architecture

scalability.

● Developed technical documentation, SOPs, and user guides to support operational continuity and platform

transparency.

● Provided after-hours support and participated in on-call rotations to ensure platform availability during critical

incidents.

● Coordinated directly with Service Now vendor support for advanced troubleshooting and patch planning.

● Led platform enhancement initiatives to align with ITIL standards and improve service delivery outcomes.

● Ensured adherence to change control processes by reviewing code and configuration before promotion to

production.

● Contributed to Public Sector readiness by evaluating compatibility of digital service modules for future

implementation.

● Worked closely with Medicaid program units to customize ITSM functionalities for healthcare service

alignment.

● Guided junior developers and admins, providing mentorship on ServiceNow development practices and

lifecycle management.

● Configured HR workflows, Service Catalog items, and approvals using Flow Designer, HR Activity Sets, and HR

Tasks to eliminate manual interventions and reduce SLA breaches.

SENIOR SERVICENOW DEVELOPER

Leidit, LLC. July 2021 - August 2023

Key Responsibilities:

● Implemented and optimized of ServiceNow ITOM modules, Discovery, Service Mapping, Event Management,

and CMDB Health, to strengthen visibility across enterprise infrastructure and services.

● Configured and deployed Horizontal Discovery, MID Servers across multiple environments on-prem & cloud to

populate and maintain a high-fidelity CMDB with accurate CI relationships and attributes.

● Led Service Mapping efforts create Application Services, identity entry points, configuring patterns, and tuning

traffic-based mapping to visualize business-critical services and their dependencies.

● Configured Metric Base and Health Log Analytics to support predictive intelligence and proactive problem

detection using anomaly detection and KPI monitoring.

● Built and managed CMDB Data Health dashboards, applying Identification and Reconciliation rules, Data

Certification, and Data Quality KPIs to improve data completeness, correctness, and compliance.

● Created Business Services and enriched service visibility using tag-based and pattern-based discovery, helping

stakeholders understand the service impact and risk during changes or outages.

● Automated CMDB population and configuration updates using Orchestration, PowerShell workflows, and

Policy Scripts, eliminating manual updates and reducing human error.

● Delivered knowledge transfers and best practice documentation for CI Class Models, Service Dependency

Views, and CMDB Query Builder to increase team autonomy and accelerate adoption.

● Led the configuration and optimization of ServiceNow SPM modules, Project Portfolio Management (PPM),

Demand Management, Resource Management, and Financial Planning to enable strategic alignment.

● Implemented Project Workspace, Agile Development 2.0, and Program Management features to provide real-

time visibility into project status, budgets, risks, and dependencies.

● Configured Demand Management workflows to capture, assess, and prioritize business demands using scoring

models and decision matrices, ensuring alignment with enterprise strategy.

● Designed and deployed Roadmaps, Outcome-Based Planning, and Investment Funding Workbenches to

visualize key initiatives and support executive-level planning.

● Integrated SPM with Time Cards, Resource Plans, and Skills Management to enhance capacity planning and

optimize resource utilization across global delivery teams.

● Customized Cost Plans, Benefit Plans, and Budget Models to track capital and operational expenses, improving

financial transparency and cost forecasting.

● Created Performance Analytics dashboards and custom KPIs to monitor project health, budget variance,

demand pipeline, and strategic goal alignment.

● Enabled integration with Jira and Azure DevOps for agile execution tracking, facilitating cross-platform visibility

into epics, stories, and sprint velocity.

● Customized Field Service Management (FSM) to support end-to-end field service operations, work order

creation, assignment, dispatch, and mobile technician enablement.

● Developed work order templates, assignment rules, and dispatch consoles to efficiently allocate tasks to

technicians based on skills, location, availability, and asset proximity.

● Configured Agent Mobile capabilities using Now Mobile App, allowing field technicians to update work orders,

capture customer signatures, track time, and attach photos in real-time from mobile devices.

● Customized Field Service Portal for customers to schedule appointments, track technician arrival, and provide

feedback after service completion, enhancing customer satisfaction.

● Implemented maintenance plans, preventive maintenance schedules, and field task SLAs, reducing equipment

downtime and improving service quality.

SERVICENOW DEVELOPER

Collabera INC. January 2019 - June 2021

Key Responsibilities:

● Configured and maintained ITSM, ITAM modules including Incident Management, Problem Management,

Change Management, Request Management, Knowledge Management, and Service Catalog to streamline IT

operations and ensure ITIL-aligned service delivery.

● Implemented automated workflows, Flow Designer, and Business Rules to eliminate manual intervention,

reduce SLA breaches, and ensure consistent service outcomes.

● Developed and customized Service Catalog items, Record Producers, and Order Guides with dynamic scripting

Client Script, UI Policy, Catalog Client Script to enhance user experience and improve request fulfillment times.

● Created custom SLAs, escalation rules, and notification alerts to maintain compliance and improve resolution

times for high-priority incidents and changes.

● Collaborated with process owners and stakeholders to gather requirements, translate them into technical

solutions using update sets, and deploy them across development, test, and production environments.

● Integrated third-party systems using REST/SOAP web services and MID Server to enable seamless bi-

directional data exchange for tickets and alerts.

● Managed user roles, access controls (ACLs), and data policies to ensure data integrity.

● Participated in Agile/Scrum ceremonies, contributed to sprint planning, and used Stories and Epics in the

ServiceNow Agile Development module for structured delivery of ITSM enhancements.

● Led the end-to-end implementation and optimization of ServiceNow ITAM suite, including HAM Pro and SAM

Pro to support lifecycle tracking and compliance management.

● Configured and managed the hardware asset lifecycle from procurement to retirement, ensuring accurate

CMDB population, reconciliation, and reporting through Discovery, Asset Import, and Reconciliation Rules.

● Deployed HAM Pro features Normalization, Asset Reservations, Refresh Cycles, Depreciation Tracking, and

Asset Audit processes using ServiceNow's Asset Workspace and Lifecycle Events.

● Implemented SAM Pro capabilities including software normalization, license reconciliation, entitlement

management, and compliance positioning across vendors Microsoft, and Oracle.

● Integrated Discovery and SCCM data sources to enhance asset visibility and accuracy, creating normalization

rules for hardware/software data and reducing duplicate entries in CMDB.

● Created custom dashboards, Performance Analytics reports, and asset scorecards to provide insights into asset

utilization, compliance gaps, and cost-saving opportunities.

● Developed and maintained catalog items and procurement workflows using Flow Designer and Service Catalog

to automate asset requests and approval processes.

● Ensured compliance with software license agreements, tracking usage through Discovery Models, Software

Installation Records, and Publisher Packs for proactive license management.

● Delivered periodic stakeholder demos, user training, and knowledge transfer to asset managers and business

analysts, increasing adoption and system utilization.

SERVICENOW ADMINISTRATOR

CRI ADVANTAGE May 2017 - December 2018

Key Responsibilities:

● Managed user provisioning and de-provisioning through seamless integrations with LDAP and Azure AD,

ensuring efficient identity lifecycle management.

● Maintained Role-Based Access Control (RBAC) using Access Control Rules (ACLs) to enforce data security and

compliance across multiple domains.

● Monitored ServiceNow platform performance, triaged incidents, and coordinated with cross-functional teams

to resolve issues promptly.

● Designed and maintained Service Catalog items and Record Producers, leveraging Flow Designer to build

complex, automated workflows.

● Performed account management tasks including user creation/deletion, role assignments, group management,

and entitlement configurations.

● Collaborated with infrastructure and asset teams to ensure accurate CMDB normalization, aligning with CSDM

(Common Service Data Model) best practices.

● Configured core ITSM modules such as Incident, Problem, Change, Request, and SLA with dynamic UI Policies,

Business Rules, and Catalog Client Scripts.

● Automated ticket routing, approvals, and escalations using Flow Designer and Workflow Editor, reducing

manual workload and improving response times.

● Conducted instance maintenance activities including cloning, upgrade readiness assessments, and plugin

validation to ensure platform stability during updates.

● Established standardized update set migration processes, partnering with development and QA teams to

ensure smooth transitions from development to production environments.

● Integrated and managed Performance Analytics dashboards to monitor key metrics such as SLA compliance,

incident trends, and request fulfillment efficiency.

PROFESSIONAL SKILLS

SERVICENOW MODULES: ITSM, ITAM, HAM/SAM Pro, ITOM, SPM, PPM, APM, HRSD, CSM, CMDB, Scripting

(AngularJS, Java, JavaScript, Jelly Scripting, Glide Record, Glide Script, Glide AJAX)

INTEGRATIONS / TOOLS: Workday, AWS, Azure, Jira, LDAP, Active Directory, SSO, OAuth HTML 5, XML, CSS 3,

Python, Bootstrap, PL/SQL, PHP, JSON, MS word, MS Excel, Performance Analytics

SOFT SKILLS: Strategic leadership, collaboration skills, Problem-Solving, Adaptable, excellent

interpersonal, communication, complex concepts technical and non-technical

stakeholders, Technical Documentation, Creating User Stories, Solution Designing

EDUCATION & CERTIFICATIONS

Bachelor in Computer Science (BSCS) Govt. Dabgari Gard Degree School FEB 2012 – JAN 2014

Certified System Administrator (CSA)

Certified Application Developer (CAD)

Welcome To ServiceNow

ITIL V4

Performance Analytics

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