Servicenow Developer Business Operations

Muhammad Naweed

*.**********@*****.*** +1-254-***-**** Plano, Texas 75034, USA

SUMMARY

Certified Senior ServiceNow Developer over 5 years of practical experience delivering solutions that

improve business operations and user experiences. Expertise in ServiceNow modules, including ITSM,

ITOM, ITAM (HAM/SAM Pro), HRSD, CMDB, CSM/FSM, GRC, and APM/PPM. Worked on custom scope

applications, workflows, Service Portal, Custom Widgets, Virtual Agent, and Predictive Intelligence.

Integrated ServiceNow with platforms such as Azure, AWS, SAP, and Jira using REST/SOAP APIs, MID

Servers, and Integration Hub. Skilled in JavaScript, HTML, CSS, Bootstrap, AngularJS, and both client-side

and server-side development. Comfortable in Agile/Scrum teams, involved in code reviews, mentoring,

and ensuring solutions are secure, reliable, and fit for purpose.

WORK EXPERIENCE

LEAD SERVICENOW DEVELOPER FTI CONSULTING June 2022 – Present

Developed custom ServiceNow applications using JavaScript, Glide APIs, and ServiceNow Studio.

Administer and maintain the ServiceNow platform, including configuration, upgrades, patch

management, and performance tuning.

Design and implement enhancements across ITSM and ITOM modules, following ServiceNow best

practices and architectural guidelines.

Oversee and optimize the ServiceNow CMDB, ensuring data accuracy, CI relationships, and

adherence to the Common Services Data Model (CSDM).

Manage Discovery schedules, MID Server configurations, and integrations to maintain accurate and

up-to-date infrastructure data.

Support and enhance core ITSM processes, including Incident, Problem, Change, Asset, Knowledge,

and Request Management.

Configure and maintain ServiceNow Asset Management (including HAM Pro) to optimize asset

lifecycle tracking and compliance.

Collaborate with stakeholders to gather business requirements, create user stories, and define

acceptance criteria within Agile/Scrum workflows.

Develop custom workflows, forms, UI policies, and automation scripts to streamline IT processes.

Build and maintain integrations using ServiceNow IntegrationHub and external APIs for seamless

data flow across systems.

Implement and monitor ServiceNow security controls in compliance with ISO 27001/2 and firm-

wide security policies.

Create and optimize ServiceNow dashboards and reporting solutions for executive and operational

stakeholders.

Enforce ITIL-based governance and best practices to improve service delivery and operational

efficiency.

Troubleshoot complex platform issues, perform root cause analysis, and implement sustainable

solutions.

Conduct platform health checks and proactively identify opportunities for performance

improvements.

Provide SME-level guidance to IT teams on CMDB, Discovery, Service Mapping, and ITSM

workflows.

Maintain detailed platform documentation, including architecture diagrams, technical

configurations, and process flows.

Stay current with ServiceNow releases and emerging features, recommending adoption strategies

where beneficial.

Lead platform testing activities, including functional, regression, and user acceptance testing, to

ensure defect-free deployments.

Configured and Discovery schedules to identify and update infrastructure and application CIs.

Built and maintained Service Maps to show service dependencies and relationships.

Integrated Event Management with monitoring tools to create actionable incidents.

Tuned probes and sensors to improve Discovery accuracy and reduce false positives.

Managed MID Server deployments and ensured secure, reliable connectivity.

Automated infrastructure tasks using Orchestration and Flow Designer.

Created dashboards to track ITOM data accuracy, service health, and alert trends.

Configured HR Case Management processes to standardize employee request handling.

Built HR service catalog items with automated workflows and task assignments.

Designed and maintained Lifecycle Events for onboarding, transfers, and off boarding.

Developed Employee Center pages for easy access to HR services and knowledge.

Integrated HRSD with HRIS systems to sync employee records in real time.

Applied role-based access controls to secure HR data and cases.

Produced HR analytics and SLA reports for leadership visibility.

Designed CMDB data models with CI classes, attributes, and relationships.

Configured identification and reconciliation rules for consistent CI updates.

Conducted CMDB audits and cleanup to maintain data accuracy and completeness.

Integrated asset, discovery, and external system data into CMDB.

Created CMDB health dashboards to monitor compliance and data quality.

Coordinated with service owners to validate CI records and relationships.

Configured Predictive Intelligence models to auto-categorize and route tickets.

Built Virtual Agent conversations to handle common IT and HR requests.

Integrated Virtual Agent with external systems for real-time data retrieval.

Implemented AI Search for improved service portal search accuracy.

Monitored AI feature performance and retrained models to maintain accuracy.

Maintained documentation and provided training for users and admins.

SENIOR SERVICENOW DEVELOPER DELOITTE March 2021 - May 2022

Lead technical design and architecture of ServiceNow solutions

Administered Incident, Problem, and Change workflows to meet SLA and compliance requirements.

Built and maintained Service Catalog items with end-to-end fulfillment automation.

Developed Client Scripts, Business Rules, and UI Policies to enforce process standards.

Configured approval flows, task assignments, and notifications for service requests.

Managed Knowledge Base updates to improve self-service resolution rates.

Created and monitored SLA definitions, escalation rules, and performance dashboards.

Integrated ITSM processes with external systems for seamless data exchange.

Performed regular process audits to identify and resolve operational gaps.

Maintained lifecycle records for hardware and software assets in the CMDB.

Configured Discovery and Inventory integrations to keep asset data accurate.

Implemented HAM Pro workflows for asset request, allocation, and retirement.

Used SAM Pro for software normalization, reconciliation, and compliance tracking.

Monitored license consumption and optimized underutilized entitlements.

Generated audit-ready reports on asset ownership, warranty, and license usage.

Coordinated with procurement for timely asset purchase, refresh, and disposal.

Applied asset security and governance controls to reduce risk.

Maintained application portfolio records with ownership, cost, and health metrics.

Configured assessment criteria to evaluate application risk, value, and alignment.

Identified duplicate or obsolete applications and supported consolidation efforts.

Tracked application lifecycle milestones and upgrade schedules.

Built dashboards for executives to view portfolio performance and business impact.

Integrated portfolio data with project and demand management processes.

Documented business capabilities and mapped them to supported applications.

Supported annual planning by providing application cost and usage analysis.

Developed custom portals, dashboards, and workspace interfaces using Service Portal, UI Builder.

SERVICENOW ADMINISTRATOR/DEVELOPER NORTHWESTERN MUTUAL Feb 2020 - Jan 2021

Designed, configured, and customized ServiceNow applications and services including forms, fields,

workflows, and business rules using ServiceNow Studio and Application Designer.

Managed users, groups, and roles to control access to ServiceNow applications and enforced data

security through ACLs (Access Control Rules).

Implemented ITIL-based processes, ensuring correct workflows and SLAs are enforced for incident,

problem, change, and request records.

Designed service catalog items with variables and scripting (client/server side), and developed

associated workflows using Flow Designer or legacy Workflow Editor.

Managed client scripts, UI policies, business rules, script includes, and scheduled jobs using

JavaScript and Glide Record API.

Done integrations via REST-SOAP APIs, MID Servers, and integration hub spokes for third-party

systems like Active Directory, Jira, or CMDB tools.

Managed CMDB including importing CI data, configuring discovery schedules, managing CI

relationships, and ensuring data accuracy.

Managed application changes through update sets; migrate customizations between instances with

proper change management.

Configured dashboards, performance analytics indicators, and custom reports to monitor KPIs and

provide visibility to stakeholders.

Configured Access Control Lists (ACLs), data policies, and encryption to enforce platform security

and data integrity.

Debugged platform issues, performed root cause analysis of application and system errors, and

applied best practices to prevent future incidents.

Managed instance upgrades and patches, validate post-upgrade testing, and resolve compatibility

issues with custom applications.

Built dynamic and responsive UIs with client scripts and implemented complex backend logic using

Business Rules and Script Includes.

Customized Service Portal widgets using HTML, CSS, AngularJS, and ServiceNow APIs to provide a

user-friendly interface for self-service.

Worked in Agile development environments using SCRUM boards, sprints, and maintained backlog

items in Agile 2.0 optionally support DevOps pipelines via CI/CD integrations.

EDUCATION

Degree: Bachelor of Science in Accounting Binghamton University, US.

SKILLS & ABILITIES

Strong problem-solving and analytical skills, effective verbal and written communication, stakeholder

management, adaptability in fast-paced environments, cross-functional collaboration, attention to

detail, proactive mindset, ITIL framework knowledge, experience with HAM Pro, familiarity with CSDM,

expertise in Service Mapping, strong documentation practices, ability to work in distributed teams,

governance and compliance awareness, security best practices knowledge, Agile/Scrum methodology

experience, performance optimization skills, and integration development expertise.

CERTIFICATES

Certified System Administrator (CSA)

Certified Application Developer (CAD)

CIS - ITSM

ITIL V4

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