Servicenow Architect Strategic Business

Sharon Simons

Dallas, TX *****, Dallas County

469-***-**** ***************@*****.***

Summary

ServiceNow Architect with a decade of expertise in designing and delivering enterprise-grade so- lutions across ITSM, CSM, FSM, SPM, HRSD, and App Engine Studio. Recognized for creating scalable, secure, and maintainable architectures that streamline operations and align with strategic business objectives. Proficient in modular application design, complex integrations with platforms like Workday, Azure AD, and SAP, and enforcing governance for compliance-driven environments. Trusted partner to engineering, operations, and leadership teams, delivering resilient ServiceNow ecosystems that enhance efficiency and adaptability. Core Skills

• ServiceNow Modules: ITSM, CSM, FSM, SPM, HRSD, App Engine Studio

• Architecture & Design: Scoped Apps, Flow Designer, IntegrationHub, Domain Separation, Plat- form Encryption

• Scripting & Development: GlideScript, Script Includes, Client Scripts, UI Policies, Business Rules, GlideAjax

• Integrations: REST/SOAP APIs, MID Server, OAuth 2.0, SAML, Azure AD, Salesforce, Work- day

• DevOps & Tools: Git, Jenkins, CI/CD, Automated Test Framework (ATF), Update Sets, Agile 2.0

• CMDB & ITOM: Discovery, Service Mapping, Dependency Views, CI Lifecycle, Normalization

• Security & Compliance: RBAC, ACL Frameworks, Data Policies, Platform Encryption, Fe- dRAMP, ITIL v4

Professional Experience

ServiceNow Architect, PayPal – Remote / Dallas, TX 2023 – Present

• Architected scoped applications for compliance, procurement, and audit workflows, improving operational efficiency by 30%.

• Designed secure integrations with SAP, Workday, and Azure AD using IntegrationHub and OAuth 2.0 flows.

• Optimized CMDB with service mapping to reflect critical payment infrastructure and dependen- cies.

• Led ACL restructuring to align with Zero Trust security principles, enhancing platform data protection.

• Built performance analytics dashboards for leadership, providing real-time insights into service health.

ServiceNow Architect, Ironwood Systems – Dallas, TX 2020 – 2023

• Delivered domain-separated instances with modular app designs for finance, healthcare, and education clients.

• Automated HRSD workflows for employee lifecycle processes, integrating with Workday and Azure AD.

• Established CI/CD pipelines with Git and Jenkins for streamlined, error-free deployments.

• Enforced governance standards to ensure HIPAA and SOC2 compliance across client implemen- tations.

• Reduced integration latency by 25% through optimized REST/SOAP API configurations. Senior ServiceNow Developer, BrightCore Technologies – Austin, TX 2016 – 2020

• Built tailored ITSM, FSM, and CSM workflows to meet diverse operational requirements.

• Created dynamic service portals with GlideAjax-driven widgets and guided intake forms.

• Managed platform upgrades, resolving legacy script issues for version compatibility.

• Integrated third-party tools like Slack and Active Directory using REST APIs and MID Servers. ServiceNow Developer, Northbridge Data Solutions – Houston, TX 2014 – 2016

• Developed automated SLAs, approval flows, and incident routing logic for operational efficiency.

• Configured CMDB CI classes and transform maps to support asset and service visibility.

• Built integrations with facilities management and monitoring systems via REST/SOAP.

• Documented technical processes and trained client admins on platform usage. Junior ServiceNow Developer, Cypress Tech Partners – Plano, TX 2012 – 2014

• Customized Incident, Change, and Knowledge modules with business rules and client scripts.

• Managed update sets and supported testing across development and production environments.

• Created operational reports and dashboards for service desk and business stakeholders. Education

• Bachelor of Science in Computer Science, Virginia Community College Certifications

• ServiceNow Certified System Administrator

• ServiceNow Certified Application Developer

• ServiceNow Certified Implementation Specialist – ITSM, CSM, FSM

• ITIL v4 Foundation

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