Servicenow Developer / Administrator

Humza Ahmad

Certified ServiceNow Developer / Administrator — ITSM, ITOM, GRC, CMDB Specialist

+ Hamilton, NJ 08619 609-***-**** *****.**********@*****.*** linkedin.com/in/humza-ahmad-2845832a6/

PROFESSIONAL SUMMARY

Certified ServiceNow Developer / Administrator with 10+ years of experience delivering enterprise-grade Ser- viceNow solutions across ITSM, ITOM, ITAM, CMDB, HRSD, CSM, ITBM, FSM, and GRC/IRM modules. Proven expertise in workflow automation, scripting, integrations, orchestration, CMDB optimization, compliance reporting, and SLA management. Skilled in end-to-end implementations, platform upgrades, and full lifecycle development, improving operational efficiency, reducing costs, and enhancing SLA compliance. Experienced in mentoring teams, driving adoption, and aligning ServiceNow solutions with business objectives. CORE COMPETENCIES

ServiceNow Development • System Administration • Workflow Automation • SLA Management • CMDB Op- timization • Integrations & APIs • Governance & Compliance • Reporting & Dashboards • Agile / DevOps • Security & Compliance

TECHNICAL SKILLS

Modules: ITSM, ITOM, ITAM (HAM, SAM, CAM), HRSD, CSM, CMDB, SPM, ITBM, FSM, SecOps, GRC/IRM, Discovery, Service Catalog, Virtual Agent

Integrations: REST, SOAP, LDAP, SSO, OAuth, MID Server, IntegrationHub, Salesforce, SCCM, Splunk, Jira, Telephony, Email, AWS, Azure

Scripting / Languages: JavaScript, Glide API, HTML5, CSS3, XML, JSON, Jelly, AngularJS, AJAX, Boot- strap, PowerShell

Cloud & DevOps: AWS (Lambda, S3, API Gateway, CloudWatch), Azure, Kubernetes, Jenkins, GitHub CI/CD Frameworks & Processes: ITIL v4, Agile/Scrum, SAFe, SDLC, CAB/Change Management Analytics & Reporting: Performance Analytics, SLA Metrics, KPI Dashboards, CMDB Health Reports PROFESSIONAL EXPERIENCE

Sr. ServiceNow Developer / Administrator

DXC Technology — Remote — 07/2021 – Present

• Led end-to-end ServiceNow implementations across ITSM, ITOM, ITAM, HRSD, CSM, GRC/IRM, SPM, SecOps, and FSM modules for global enterprise clients.

• Designed and developed complex workflows, automation flows, Service Catalog items, scripted solutions, and orchestration workflows, improving process efficiency across IT operations.

• Developed Glide API scripts, Script Includes, Business Rules, UI Policies, Client Scripts, Catalog Client Scripts, and Flow Designer automations to optimize automation and reduce manual effort.

• Integrated ServiceNow with Salesforce, Splunk, SCCM, Active Directory/LDAP, AWS, Azure, telephony sys- tems, and custom enterprise applications using REST/SOAP APIs and MID Server.

• Configured GRC/IRM frameworks, including risk indicators, policy enforcement, control testing, remediation tracking, and audit workflows.

• Implemented CSDM-aligned CMDB architecture, ensuring CI relationship mapping, service dependency accu- racy, and overall CMDB health.

• Built executive dashboards, SLA compliance reports, CMDB health reports, and Performance Analytics score- cards for IT leadership.

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• Partnered with SecOps and Security teams to integrate threat intelligence, vulnerability response, and auto- mated incident remediation.

• Conducted peer code reviews, sprint planning, environment migrations, and platform upgrades while maintain- ing zero downtime.

• Mentored and trained junior developers and administrators on best practices, coding standards, and platform optimization.

Key Achievements:

• Reduced incident resolution time by 25% using automated SLA-driven workflows.

• Automated AWS and Azure cloud provisioning, reducing request fulfillment by 30%.

• Improved CMDB accuracy and compliance to 95%, supporting audits and ITOM initiatives.

• Successfully delivered multiple zero-downtime platform upgrades across major ServiceNow releases (Quebec Rome San Diego).

ServiceNow Developer / Administrator

Zurich Insurance — Schaumburg, IL — 05/2019 – 06/2021

• Designed, implemented, and customized ITSM, ITAM, CSM, CMDB, HRSD, and IRM modules for enterprise IT and business processes.

• Developed self-service portals and knowledge bases using AngularJS, Bootstrap, and Jelly, improving adoption and user experience.

• Automated workflows for incident, problem, change, request, and service catalog management using Glide scripting and Flow Designer.

• Configured Discovery and Service Mapping to maintain CI accuracy, CMDB integrity, and ITIL compliance.

• Designed Performance Analytics dashboards, SLA metrics, and KPI reporting for leadership and risk manage- ment teams.

• Coordinated ServiceNow platform upgrades (Orlando Paris), validating customizations and ensuring seamless migration.

• Provided Tier 2/3 platform support, troubleshooting integrations, ACL/security issues, and workflow errors.

• Collaborated with compliance, risk, and security teams to implement dashboards and workflows for GRC/IRM processes.

• Participated in Agile ceremonies, sprint planning, user story grooming, and backlog refinement. Key Achievements:

• Reduced manual workload by 40% through workflow and process automation.

• Increased SLA compliance by implementing automated routing, escalation rules, and notifications.

• Digitized legacy request processes into Service Catalog workflows, improving efficiency and transparency.

• Delivered IRM dashboards that enhanced audit readiness and compliance visibility. ServiceNow Developer / Administrator

Syntax — New Jersey — 10/2014 – 05/2019

• Administered, configured, and enhanced ITSM, HRSD, Service Catalog, ITAM, CSM, CMDB, Discovery, and ITOM modules.

• Developed cloud orchestration workflows (AWS Lambda, S3, API Gateway) for automated provisioning and IT operations.

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• Implemented Virtual Agent chatbots and automated notifications, reducing manual service desk tasks.

• Conducted CMDB audits, reconciliation, CI mapping, and SLA performance monitoring, ensuring high CMDB accuracy.

• Integrated ServiceNow with LDAP, SSO, Salesforce, SCCM, Splunk, and on-premises enterprise applications.

• Designed and enforced ACLs, RBAC, and security policies for secure data access.

• Participated in Agile sprints, CI/CD pipelines, and DevSecOps initiatives using Jenkins and GitHub.

• Collaborated with business and IT stakeholders to gather requirements, design solutions, and implement scalable processes.

• Provided end-user training and platform adoption guidance, improving overall ServiceNow adoption. Key Achievements:

• Maintained 95%+ CMDB health score by improving discovery and reconciliation processes.

• Automated ticket fulfillment via Virtual Agent workflows, reducing service desk workload by 35%.

• Built service portfolio dashboards, enhancing IT investment and project visibility.

• Successfully executed multiple platform upgrades across Fuji Geneva Kingston London releases. EDUCATION

Bachelor of Science in Computer Science — Tenafly, New Jersey CERTIFICATIONS

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• ServiceNow Certified Implementation Specialist (ITSM)

• ITIL v4 Certified

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