Service Delivery Servicenow Developer

Shahroze Awan

Belcamp, MD • 667-***-**** • ***************@*****.*** • LinkedIn

P r o f e s s i o n a l Summary

• ServiceNow Developer/Admin with 13 years of experience designing, implementing, and supporting enterprise solutions across ITSM, ITOM, CMDB, ITAM, HRSD, GRC, SecOps, and SPM.

• Strong expertise in Incident, Problem, Change, and Request Management with ITIL-aligned workflows and automation using Flow Designer.

• Skilled in designing Service Catalogs, Knowledge Management, SLAs, and Escalation rules to enhance IT service delivery.

• Hands-on experience building and maintaining a CSDM-aligned CMDB, with strong practices in CI reconciliation, health dashboards, and data governance.

• Proficient in Discovery and Service Mapping, enabling real-time visibility of applications, infrastructure, and business services.

• Implemented Event Management and Operational Intelligence to reduce alert noise, automate incident creation, and improve MTTR.

• Delivered IT Asset Management solutions covering lifecycle processes, procurement, and asset governance across SAM and HAM.

• Deployed SAM Pro to optimize software license compliance, manage entitlements, and reduce vendor audit risks.

• Designed and configured HAM workflows for inventory, stockrooms, asset tracking, and fulfillment integrations with SCCM and Discovery.

• Implemented HR Service Delivery (HRSD) with lifecycle events, employee transitions, and Workday integrations for seamless HR operations.

• Configured Employee Service Center portals, knowledge articles, and HR case templates to improve employee self-service adoption.

• Designed and automated GRC risk, policy, and control workflows, integrating compliance frameworks such as NIST, SOX, and ISO.

• Built SecOps use cases for Security Incident Response (SIR), Vulnerability Response (VR), and integrations with SIEM and vulnerability scanners.

• Supported SPM modules, including Idea, Demand, Project, and Resource Management, aligning portfolio execution with business goals.

• Expertise in creating dashboards and Performance Analytics reports to provide real-time visibility for IT, Security, HR, and Compliance leaders.

• Strong background in system administration, upgrades, ACLs, roles, and governance, ensuring platform stability and compliance across multiple modules. Certifications

• Certified Application Developer – CAD

• Certified System Administrator – CSA

• ITIL V4

E x p e r i ence

Silmun Inc. - Collegeville, Pennsylvania (Remote)

Senior ServiceNow Developer/Admin

December 2021 – Present

• Designed and configured ITOM Discovery schedules and probes to automatically detect and classify infrastructure assets across on-prem and cloud environments.

• Implemented Service Mapping to create dynamic service maps, linking applications to dependent infrastructure for impact analysis.

• Enhanced CMDB Health dashboards by building custom KPIs, reconciliation rules, and data certification schedules.

• Integrated CMDB with external inventory tools (SCCM, Tanium, SolarWinds) to ensure consistent and accurate CI data ingestion.

• Developed Transform Maps, Data Sources, and Import Sets for automated CMDB population from external sources.

• Designed CSDM-compliant data models to align CMDB classes with Service Portfolio, Application Services, and Business Capabilities.

• Automated GRC indicator workflows to streamline policy exception management, risk scoring, and control test evidence collection.

• Developed custom GRC scripts in JavaScript to calculate residual risk scores and map risks to controls and assets.

• Built continuous monitoring dashboards in GRC for real-time policy and compliance enforcement across IT systems.

• Configured SOAR playbooks in SecOps to automate threat enrichment, incident response, and vulnerability prioritization.

• Integrated ServiceNow Security Incident Response (SIR) with SIEM tools (Splunk, QRadar) to accelerate detection-to-response cycles.

• Automated Vulnerability Response workflows by integrating Tenable/Nessus scans into the ServiceNow VR module.

• Implemented HR Service Delivery (HRSD) case management, building lifecycle events for onboarding, offboarding, and employee transitions.

• Designed HRSD Employee Service Center portals with guided journeys, knowledge articles, and case categories for improved self-service.

• Configured Document Management and DocuSign integration in HRSD to automate employee agreement generation and e-signature workflows.

• Created Flow Designer and IntegrationHub spokes to orchestrate cross-platform automation for HR, ITSM, and security teams.

• Designed and deployed Custom HRSD case templates for Benefits, Payroll, and Employee Relations requests.

• Developed custom UI Policies, Client Scripts, and Business Rules across ITSM, ITOM, HRSD, and SecOps modules to enforce business logic.

• Configured and maintained Access Control Lists (ACLs), Roles, and Groups to ensure secure and compliant data access across modules.

• Built Dashboards and Performance Analytics widgets to track ITOM health, CMDB data accuracy, GRC compliance scores, and SecOps response SLAs.

• Designed IntegrationHub REST API integrations with Microsoft Azure, AWS, and ServiceNow Event Management for cloud event ingestion.

• Automated Incident enrichment with CMDB data to reduce MTTR and improve service impact analysis.

• Configured Event Management rules to correlate alerts, reduce noise, and create actionable incidents tied to affected services.

• Partnered with InfoSec teams to map NIST, ISO, and GDPR frameworks into ServiceNow GRC for control management and audit reporting.

• Implemented Change Management integrations with CMDB and Event Management for proactive risk assessment during change approvals.

• Optimized scheduled jobs, fixed scripts, and update sets to improve system performance and governance across environments.

• Acted as a ServiceNow platform admin, performing upgrades, cloning, patching, and monitoring logs to ensure system stability and security.

• Implemented ITAM lifecycle workflows, including asset procurement, assignment, and retirement across hardware and software assets.

• Configured SAM (Software Asset Management) to track license usage, optimize entitlements, and ensure vendor compliance.

• Built HAM (Hardware Asset Management) processes, integrating with Discovery to automatically update asset records and maintain CI accuracy.

Lenovo – Morrisville, NC

ServiceNow Developer

April 2017 – October 2021

• Designed and customized Incident, Problem, and Change Management workflows in ITSM to align with ITIL best practices.

• Configured Service Catalog items and Request Fulfillment workflows, including catalog client scripts and UI policies for dynamic forms.

• Implemented Knowledge Management with versioning, approval workflows, and user criteria for controlled access.

• Developed Service Level Agreements (SLAs), notifications, and escalation rules to track and improve incident resolution times.

• Built CMDB relationships within ITSM to improve root cause analysis and change impact assessment.

• Implemented Discovery schedules, probes, and patterns to automatically identify infrastructure components and populate the CMDB with accurate CI data.

• Configured IT Asset Management (ITAM) lifecycle workflows for procurement, assignment, maintenance, and retirement of assets.

• Deployed Software Asset Management (SAM) and Hardware Asset Management (HAM) processes to track license entitlements, optimize usage, and maintain inventory accuracy.

• Configured Project Portfolio Management (PPM) modules, including Project, Demand, and Resource Management.

• Automated idea intake and demand scoring processes in SPM, mapping business priorities to portfolio roadmaps.

• Developed custom dashboards and reports in SPM for executives to track project health, budgets, and resource utilization.

• Implemented Field Service Management (FSM) dispatching rules and optimized assignment work queues for technicians.

• Integrated FSM with mobile app for work order updates, route optimization, and geo-location tracking.

• Configured knowledge articles and guided help for FSM technicians to improve first-time resolution rates.

• Deployed HR Service Delivery lifecycle events for onboarding, offboarding, and employee transitions.

• Built HR case management templates for Payroll, Benefits, and Employee Relations, integrating with knowledge and service catalogs.

• Designed Employee Service Center portal pages with role-based access, knowledge widgets, and virtual agent integration.

• Automated HR processes with Flow Designer and IntegrationHub spokes, reducing manual work across HR, IT, and payroll.

• Integrated Workday with ServiceNow HRSD to synchronize employee records, job changes, and manager hierarchies.

• Developed mid-server and REST API integrations with Workday, ensuring secure data exchange for real-time employee updates.

• Configured Flow Designer automations for ITSM (incident routing), HRSD (case assignment), and FSM (work order escalations).

• Built custom subflows and reusable actions in Flow Designer to standardize automation across modules.

• Created end-to-end approval workflows using Flow Designer for project approvals, service requests, and HR tasks.

• Maintained system administration tasks including ACLs, roles, upgrades, update sets, and scheduled jobs to support ITSM, SPM, FSM, HRSD, ITAM, and Discovery modules.

• Implemented IRM policy and compliance workflows to automate control testing, evidence collection, and remediation tasks across ITSM processes.

• Designed risk and compliance indicators in IRM to continuously monitor operational health and link them to ITSM incidents and changes.

• Configured residual risk scoring and reporting in IRM, integrating results into ITSM dashboards for proactive service governance.

• Built audit-ready workflows by embedding IRM controls into Change Management processes to enforce compliance before approvals.

• Integrated IRM risk registers with CMDB and ITSM incidents for better impact analysis and traceability.

• Automated policy exception handling with ITSM workflows, ensuring exception approvals are tracked and tied to service records.

• Developed Performance Analytics dashboards combining ITSM SLAs with IRM compliance scores to deliver executive-level visibility.

• Configured continuous monitoring dashboards to provide real-time visibility into IT risk posture and ITSM operational KPIs.

• Partnered with InfoSec and ITSM teams to map compliance frameworks (ISO, NIST, SOX) into ServiceNow IRM and align them with service delivery. Amazon – Seattle, WA

ServiceNow Developer

October 2012 – April 2017

• Designed and configured Incident, Problem, and Change Management workflows in ITSM aligned with ITIL best practices.

• Developed Service Catalog items, Catalog UI policies, and workflows to streamline request fulfillment and approvals.

• Built and maintained SLAs, OLAs, and escalation rules to monitor incident resolution and change implementation timelines.

• Implemented Knowledge Management with role-based access and integrated it with Incident and Service Request workflows.

• Enhanced ITOM Discovery and Service Mapping to identify infrastructure components and map application dependencies.

• Configured Event Management rules and alert correlation to reduce noise and automatically generate actionable incidents.

• Integrated third-party monitoring tools (e.g., SolarWinds, Dynatrace, Splunk) with ServiceNow Event Management for proactive alerting.

• Designed Service Maps to link business services with underlying infrastructure for real-time impact analysis.

• Built CMDB data model enhancements aligned with CSDM framework to support ITSM and ITOM processes.

• Automated CMDB population using Discovery patterns, probes, and sensors for servers, applications, and cloud resources.

• Developed Transform Maps and Import Sets for integrating external asset data into the CMDB.

• Configured CI identification and reconciliation rules to maintain CMDB accuracy and reduce duplicate records.

• Implemented CMDB Health dashboards and KPIs to track completeness, compliance, and correctness of CI data.

• Integrated CMDB with Change Management for automated impact analysis and risk assessment.

• Created Performance Analytics dashboards for ITSM and ITOM leaders to track incident trends, MTTR, event noise reduction, and CMDB health.

E ducation

BSIT University of Management and Technology

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