ServiceNow Solution Architect with 12+ Years of Experience

ServiceNow Solution Architect

**************@*****.*** 912-***-**** Valdosta, Georgia, 31601

Professional Summary

ServiceNow Solution Architect with over 12 years of experience designing, developing, and delivering enterprise- grade ServiceNow implementations across ITSM, ITOM, CSM, HRSD, and SecOps. Proven ability to lead architecture design, integrations, and automation initiatives that enhance platform scalability and performance. Skilled in CMDB architecture, Discovery, Service Mapping, and IRE optimization to ensure accurate configuration data. Adept at integrating ServiceNow with cloud and on-prem systems using REST, SOAP, and OAuth2 protocols. Experienced in CI/CD pipeline automation using GitHub, Jenkins, and ATF. Committed to ITIL-aligned delivery, platform governance, and driving digital transformation for global organizations. Technical Skills

ServiceNow Modules: ITSM, ITOM, HRSD, CSM, SecOps, CMDB, Discovery, Service Mapping, Service Catalog

Architecture & Design: CMDB Modeling, Data Governance, Platform Scalability, System Upgrades, Migration Strategy

Development & Scripting: JavaScript, Glide APIs, Script Includes, UI Policies, Client Scripts, Business Rules, Service Portal Development

Integrations & Automation: REST/SOAP APIs, MID Server, OAuth2, LDAP, Webhooks, IntegrationHub, Flow Designer, Orchestration

CI/CD & DevOps: GitHub, Jenkins, Automated Testing Framework (ATF), Source Control, Deployment Pipelines

Cloud & Infrastructure: AWS, Azure, VMware, Docker, API Gateways, Network Discovery, Infrastructure Event Management

Performance & Security: Query Optimization, Script Tuning, ACLs, Role-Based Access Control, Audit & Compliance Alignment

Project Management: Agile/Scrum, ITIL v4 Framework, Stakeholder Engagement, Documentation, Mentorship, End-User Training

Professional Experience

ServiceNow Solution Architect Crossfuze

Jan 2022 – Present

Architect and manage enterprise-scale ServiceNow expansion across ITSM, CSM, and SecOps modules. Build scalable, ITIL-aligned solutions supporting digital transformation and operational efficiency. Implement CI/CD pipelines using Jenkins and GitHub to streamline release management. Collaborate with cross-functional stakeholders to define ServiceNow governance, strategy, and roadmap. Enhance system reliability through performance tuning, access control optimization, and platform governance. ServiceNow Lead Engineer Evergreen Systems

Jan 2019 – Dec 2021

Led a team of developers to enhance ServiceNow functionality and integrate IT operations with business processes.

Developed Performance Analytics dashboards for proactive service monitoring and improvement. Saeed Grayson

Automated workflows using IntegrationHub to connect IoT and energy management data with ServiceNow. Reduced incident resolution time by 25% through strategic automation and workflow redesign. ServiceNow Technical Consultant Semaphore Partners Jul 2016 – Dec 2018

Delivered full-cycle ServiceNow implementations across ITOM, HRSD, and CSM modules. Designed Service Catalog items and automated workflows using Flow Designer and Script Includes. Improved data accuracy by configuring Discovery and CMDB integrations. Conducted requirement workshops and delivered tailored ServiceNow solutions for enterprise clients. ServiceNow Developer Acorio

Jan 2014 – Jun 2016

Developed and customized ITSM applications including Incident, Problem, and Change Management. Created business rules, client scripts, and UI policies to streamline user experience and process flow. Integrated ServiceNow with LDAP and third-party applications via REST and SOAP APIs. Supported CMDB implementation and automated Service Mapping to improve infrastructure visibility. Certifications

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM)

• ServiceNow Certified Implementation Specialist – IT Operations Management (CIS-ITOM) Education

Bachelor of Science in Computer Science University of Michigan

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