Senior ServiceNow Architect & Developer

SYEDA FATIMA 425-***-**** Richmond, TX *****

Sr. ServiceNow Developer Architect ********.**@*****.*** LinkedIn Professional Summary

Experienced Senior ServiceNow Developer/Architect with over 11 years of hands-on expertise across ITOM, ITAM, SecOps, GRC/IRM, CMDB, FSM, HRSD, SPM, Discovery, Event Management, App Engine, Portal Development, RESTful, DevOps, and AIOps Integration.

• Developed and integrated REST and RESTful APIs to enable secure data exchange between ServiceNow and third-party systems.

• Designed and implemented enterprise ServiceNow architecture, ensuring scalability, high availability, and maintainability across multiple instances.

• Strong ability to design enterprise-wide ServiceNow solutions that align customer service, employee experience, asset management, and security operations.

• Extensive experience architecting scalable and secure ServiceNow platforms supporting complex business and operational requirements.

• Proven expertise in modernizing ServiceNow implementations by standardizing processes and reducing custom-heavy technical debt.

• Hands-on experience integrating multiple ServiceNow product lines into a unified service delivery ecosystem.

• Strong background in solution architecture, data modeling, security design, and enterprise governance.

• Experienced in collaborating with cross-functional business, infrastructure, security, and application teams.

• Ability to translate business strategy into practical ServiceNow platform solutions with measurable operational impact.

• Recognized for providing architectural guidance while remaining actively involved in implementation and troubleshooting.

• Focused on delivering sustainable, upgrade-safe, and future-ready ServiceNow solutions across the enterprise.

• Configured Governance, Risk, and Compliance (GRC) workflows to automate policy enforcement, audit tracking, and risk assessments.

• Led architecture design for ITSM, ITOM, ITBM, HRSD, CSM, and GRC modules, aligning solutions with business strategy and enterprise architecture

• Implemented ServiceNow SAM Professional to manage the complete software lifecycle, from procurement and discovery to optimization and compliance.

• Deployed and maintained MID Server infrastructure to support discovery, orchestration, and data collection from on- premises environments.

• Participated in environment refreshes, instance cloning, and data sanitization activities for on-prem setups.

• Defined risk frameworks and tailored IRM data models using Entity Classes, Risk Statements, Risk Criteria, and Risk Scoring Profiles.

• Integrated DevOps pipelines with ServiceNow Change Management to automate deployment approvals and ensure compliance.

• Configured HRSD onboarding, offboarding, and lifecycle events to streamline multi-department workflows, improving employee experience and process transparency across IT and HR.

• Configured Flow Designer and custom scripts to automate ticket routing, approvals, and escalations across ITSM, ITAM, and CSM, significantly reducing operational delays.

• Provided technical oversight on complex integrations with ERP, monitoring, cloud, and third-party platforms using REST, SOAP, MID Server, and IntegrationHub.

• Designed and deployed ITAM processes to manage the lifecycle of hardware and software assets and improve inventor accuracy.

• Implemented Service Mapping to visualize business services and their underlying infrastructure components for real- time impact analysis.

• Extended Service Mapping with custom probes and sensors to support hybrid environments including on-premise, cloud-native, and containerized applications.

• Developed and customized Service Portals for multiple business units, enhancing user interface with widgets and AngularJS components.

• Developed and maintained ServiceNow SOAP web services to integrate with legacy systems, enabling real-time data exchange and synchronization across platforms.

• Created custom SOAP endpoints within ServiceNow for secure external consumption, using scripted web services and authentication methods to ensure data integrity.

• Enabled IT Operations Management (ITOM) Visibility and Health features for real-time monitoring and CMDB enrichment.

Certifications

• Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS - ITSM) PROFESSIONAL EXPERIENCE

Senior ServiceNow Developer Architect

Accenture December 2022 – Present Remote

• Acted as the senior authority for all platform design decisions, reviewing and approving customizations, workflows, and scripts.

• Partnered with product owners, business analysts, and stakeholders to translate business requirements into scalable, governed solutions.

• Designed enterprise-wide ServiceNow solutions that aligned customer-facing, employee-facing, asset, and security processes into a unified platform.

• Architected Customer Service Management (CSM) solutions supporting case management, entitlements, SLAs, and customer journeys.

• Integrated CSM with ITSM to enable seamless case-to-incident, case-to-change, and case-to-request workflows.

• Designed Field Service Management (FSM) solutions to support work orders, task dispatching, scheduling, and technician workflows.

• Configured FSM mobile and dispatch experiences to improve field technician productivity and visibility.

• Architected Strategic Portfolio Management (SPM) solutions supporting demand intake, project tracking, and portfolio governance.

• Aligned SPM demand and project data with ITSM and CSM initiatives to improve investment transparency.

• Designed HR Service Delivery (HRSD) solutions to support employee case management, HR services, and knowledge delivery.

• Architected Hardware Asset Management (HAM) solutions covering procurement, inventory, lifecycle management, and retirement.

• Integrated HAM with ITSM, FSM, and Request Management to support asset-driven service processes.

• Designed Software Asset Management (SAM) solutions for license compliance, usage tracking, and cost optimization.

• Integrated SAM with CMDB and Discovery to ensure accurate software consumption and entitlement reporting.

• Architected Security Operations (SecOps) solutions to support vulnerability response, incident response, and security workflows.

• Designed integration architectures using REST APIs and system interfaces to connect ServiceNow with external platforms.

• Ensured security architecture alignment using role-based access control and granular ACL enforcement across modules.

• Applied enterprise data modeling principles to maintain data integrity across CSM, HRSD, HAM, SAM, and SecOps.

• Collaborated with cross-functional teams including business, infrastructure, security, and application owners.

• Designed and implemented RESTful web services using Scripted REST APIs to facilitate seamless communication between ServiceNow and external applications such as procurement platforms, HR systems, and monitoring tools.

• Led discovery sessions and workshops to capture requirements, evaluate gaps, and design optimized ServiceNow solutions.

• Performed CSDM alignment by mapping business, application, and technical services to the correct domain model layers.

• Oversaw implementation of CMDB, Discovery, Service Mapping, and ITOM processes to ensure accurate service and CI visibility.

• Integrated SAM with ITAM and CMDB for accurate mapping of software to hardware and services, improving impact analysis and license tracking.

• Reorganized existing service structures to ensure compliance with CSDM guidelines for better service visibility.

• Established automated vulnerability identification by integrating ServiceNow SecOps with Qualys and Tenable, leading to faster risk mitigation across business-critical systems.

• Built dynamic service catalogs with multi-step approvals in ITSM and CSM modules, integrating back-end systems via REST APIs to trigger provisioning and case creation.

• Automated software license reconciliation and audit processes in ITAM by integrating with Software Asset Management (SAM) and vendor license feeds.

• Designed workflows that triggered outbound SOAP messages based on specific business rules and conditions, automating cross-system notifications and updates.

• Provided guidance on performance optimization, security configurations, and compliance adherence across the ServiceNow platform.

• Applied CSDM principles in CMDB design to accurately model technical and business services, enabling better alignment with incident and change management processes. Sr. ServiceNow Developer

Kainos April 2019 – November 2022 Hybrid

• Developed advanced SPM-based scripting to dynamically control form behavior and field visibility across multiple modules, enhancing user experience and reducing the need for redundant UI policies.

• Implemented Strategic Portfolio Management (SPM) to align business strategy with execution by configuring goals, outcomes, demands, and investment types, creating full lifecycle visibility for leadership teams.

• Collaborated with stakeholders to define ownership of services, applications, and CIs based on CSDM frameworks.

• Configured IT Operations Management (ITOM) Discovery to automatically identify hardware, software, and network devices across enterprise environments, maintaining CMDB accuracy and eliminating manual entry.

• Conducted periodic Service Mapping audits to eliminate orphaned CIs, validate tag compliance, and refine service classification rules.

• Enhanced hardware tracking processes in ITAM by integrating with external procurement systems and setting up automated asset creation from approved purchase orders.

• Mentored developers, administrators, and team lead on best practices, architecture patterns, and reusable components.

• Extended Service Mapping with custom probes and sensors to improve visibility for hybrid applications hosted across cloud and on-premise environments.

• Applied ITIL practices while designing and improving incident, problem, and change workflows within ServiceNow.

• Supported CI/CD pipelines by integrating JIRA issue states with ServiceNow Change Requests using DevOps Configurations and approvals.

• Supported ServiceNow on-prem environments by assisting with upgrades, patches, and platform maintenance.

• Designed workflows that triggered outbound SOAP messages based on specific business rules and conditions, automating cross-system notifications and updates.

• Applied GlideForm methods in client scripts to control field behaviors, validate inputs, and enhance UI responsiveness based on user roles and form context.

• Developed cross-module data flows between GRC and IRM, Security Incident Response, and Vulnerability Response for integrated risk-based decision-making.

• Supported change management activities by validating CI impact through CMDB and ITIL-driven assessments.

• Designed end-to-end ITAM processes for hardware and software asset tracking, integrated with procurement and CMDB to provide full lifecycle visibility and ensure compliance with asset policies.

• Configured CSDM-related tables such as Business Application, Application Service, and Service Offering to create a structured and compliant data foundation across ITSM and ITOM modules.

• Ensured proper categorization and prioritization of incidents and requests based on ITIL standards.

• Leveraged ITOM Health dashboards and CMDB health indicators to monitor data completeness, correctness, and compliance, improving the effectiveness of incident and change management processes.

• Designed custom alert rules and correlation logic within Event Management to consolidate redundant alerts and minimize noise, leading to faster resolution times and improved service uptime.

• Maintained ITOM Service Mapping and infrastructure visualization for critical business services, improving risk assessment during change deployments.

• Built custom event rules in Event Management to enrich incoming alerts with CMDB context, enabling automated triage and faster incident routing.

ServiceNow Developer

7 Eleven August 2015 – March 2019 Hybrid

• Developed strategies for application lifecycle management, release management, and CI/CD pipeline integration.

• Designed and implemented custom integrations between ServiceNow and third-party platforms using REST/SOAP APIs, webhooks, and MID Servers to enable seamless data exchange.

• Integrated AIOps with ServiceNow to enable anomaly detection and auto-healing by connecting infrastructure alerts to incidents and change workflows.

• Provided platform administration, troubleshooting, and user support while gaining strong foundational ServiceNow expertise.

• Integrated FSM with mobile capabilities, enabling field agents to receive, update, and close work orders remotely, improving first-time fix rates and reducing administrative overhead.

• Assisted teams in understanding ITIL roles and responsibilities for smoother cross-functional operations.

• Designed custom FSO logic to automatically prioritize urgent tasks, match technicians based on skills and availability.

• CSDM Standardized HAM processes using ServiceNow workflows and CMDB integrations to automatically assign assets based on location and role.

• Ensured CMDB and CSDM structures were aligned with ITIL-driven service management processes.

• Implemented portfolio planning in PPM by mapping projects to strategic goals and managing financials and capacity across business units.

• Used AIOps to analyze historical performance data and trigger intelligent alerts for infrastructure events impacting key services.

• Enhanced Discovery schedule performance with horizontal pattern probes and credentials, reducing failed scans and increasing CI coverage.

• Linked AIOps anomalies to known error database entries and automated change tasks using Flow Designer, enhancing mean time to resolution.

• Used Discovery with MID Servers in distributed networks to map out application dependencies and feed data into service mapping.

JavaScript Developer

Code Bridge April 2013 - May 2015 Onsite

• Developed dynamic, interactive front-end components using vanilla JavaScript, enhancing user engagement across multiple web applications.

• Implemented AJAX requests to enable asynchronous data retrieval, improving page responsiveness and user experience.

• Worked with DOM manipulation extensively to create real-time content updates without requiring full page reloads.

• Built reusable JavaScript functions and utility modules to standardize code practices across projects.

• Integrated JavaScript with backend APIs to fetch, display, and update content dynamically based on user interactions.

• Utilized event delegation and propagation techniques to manage user inputs efficiently in complex forms and interactive elements.

• Created form validation scripts using JavaScript to ensure data integrity before submission.

• Optimized client-side performance by minimizing JavaScript execution time and avoiding memory leaks.

• Debugged and tested JavaScript code using browser dev tools and unit testing frameworks like Jasmine.

• Worked with JSON to parse and structure data exchanges between client and server.

• Collaborated with designers to implement responsive UI elements using JavaScript and CSS coordination.

• Implemented custom modals, tabs, carousels, and dropdowns using pure JavaScript for enhanced UX.

• Handled browser compatibility issues to ensure consistent behavior across major browsers.

• Created animations and visual transitions using JavaScript to add smooth UI effects.

• Incorporated error handling and fallback logic to improve application robustness in unstable network environments.

• Applied object-oriented programming principles in JavaScript to build scalable, modular codebases. Education

Bachelors in Business Management University of the Punjab

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