Senior ServiceNow Architect

Mahmudul Hasan

**********@*****.*** +1-929-***-**** Valley Stream, NY, 11580 LinkedIn

WORK SUMMARY:

• Senior ServiceNow Developer and Technical Consultant with 10+ years of hands-on experience delivering enterprise ServiceNow implementations and platform enhancements.

• Provided technical leadership and architectural support to ensure scalable and stable ServiceNow environments.

• Specialized in ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Level Management.

• Worked on GRC and IRM modules to support risk management, compliance, and policy enforcement.

• Delivered HRSD solutions for employee case management, onboarding, and offboarding processes.

• Designed and supported CSM solutions for customer case handling and service delivery.

• Configured SPM modules for demand management, project tracking, and resource planning.

• Implemented ITAM processes for hardware asset tracking and software license compliance.

• Strong experience in building, customizing, and supporting end-to-end ServiceNow solutions across multiple business functions.

• Built Security Operations solutions including Vulnerability Response and Incident Response workflows.

• Implemented platform security using roles, ACLs, and data policies following best practices.

• Implemented ITOM solutions including Discovery, Event Management, and Service Mapping for operational visibility.

• Designed and maintained CMDB aligned with CSDM standards to ensure accurate configuration and service mapping data.

• Developed Service Catalog items, record producers, and order guides to streamline service request fulfillment.

• Built and optimized workflows using Flow Designer and legacy Workflow Editor.

• Designed and supported REST and SOAP integrations with external and third-party systems.

• Installed and managed MID Servers for integrations, Discovery, and orchestration activities.

• Customized Service Portal using HTML, CSS, and widgets to improve user experience.

• Created operational reports, dashboards, and Performance Analytics KPIs for leadership visibility.

• Managed instance upgrades, patching, update sets, and release deployments. EDUCATION:

Bachelor of Business Administration from America Bangladesh University - 2009 CERTIFICATIONS:

• CSA – ServiceNow Certified System Administrator

• CAD – ServiceNow Certified Application Developer

• CIS – Certified Implementation Specialist (ITSM, HRSD)

• ITILv4

• GCP Professional Cloud

TECHNICAL SKILLS:

ServiceNow, JavaScript, GlideScript, HTML, CSS, AngularJS, Jelly, JSON, XML, PowerShell, REST, SOAP, MID Server, Integration Hub, Web Services, JDBC, Automated Test Framework, Unit Testing, Regression Testing, Deployment Validation, Leadership expertise, analytical and problem-solving mindset third-party API integrations, MySQL, Oracle, Microsoft SQL Server. WORK EXPERIENCE:

New York Life Aug 2024 - Present

Senior ServiceNow Technical Consultant

• Led enterprise-wide ServiceNow architecture, defining scalable and secure solutions aligned with business objectives.

• Translated complex business requirements into robust ServiceNow designs covering workflows, integrations, and data structures.

• Developed and maintained reusable architecture frameworks and reference designs for ITSM, ITOM, HRSD, and custom applications.

• Modernized legacy ServiceNow instances, reducing technical debt and adopting out-of-the- box platform capabilities.

• Provided hands-on technical guidance for platform configuration, scripting, and workflow development across multiple modules.

• Collaborated with stakeholders to gather requirements and align ServiceNow solutions with enterprise priorities.

• Designed integrations using Integration Hub, REST/SOAP APIs, and Flow Designer to connect ServiceNow with third-party systems.

• Oversaw implementation quality, ensuring delivered solutions were scalable, maintainable, and followed best practices.

• Configured knowledge management within HRSD and CSM, ensuring accurate documentation and centralized access to support resources.

• Implemented workflow automation using Flow Designer, Business Rules, and UI Actions to streamline HR and customer service processes.

• Configured roles, ACLs, and security rules to control access and protect data. JetBlue Jun 2020 – Aug 2024

Senior ServiceNow Developer

• Optimized workflows for ITSM, ITOM, and HRSD to improve service delivery, incident management, and operational efficiency.

• Implemented governance policies, platform standards, and security controls for enterprise ServiceNow environments.

• Guided Agile teams during sprint planning, backlog refinement, and iterative delivery to ensure solution alignment.

• Evaluated new ServiceNow features, including AI, GenAI, and agent-based automation, to enhance platform capabilities.

• Developed dashboards, reports, and analytics to provide visibility into platform performance, usage, and KPIs.

• Mentored junior architects and developers, sharing knowledge on ServiceNow architecture and workflow best practices.

• Reviewed technical designs and code for quality, performance, and compliance with enterprise architecture standards.

• Conducted solution reviews and workshops with business users to ensure adoption and effective system usage.

• Ensured HRSD and ITSM modules supported employee and customer workflows efficiently across global teams.

• Partnered with security and IT teams to align ServiceNow platform implementations with enterprise IT policies.

• Documented architecture designs, platform configurations, and integration specifications for future reference.

• Acted as the primary technical authority on ServiceNow within the organization, driving innovation and continuous improvement.

• Delivered technical workshops and documentation to train business and IT teams on HRSD and CSM processes and platform usage..

• Delivered hands-on training sessions and workshops to enable adoption of workflows and ensure smooth operational transitions.

• Collaborated with product and engineering teams to implement new functionality, resolve configuration issues, and enhance system performance.

• Identified opportunities to automate processes, improve service delivery, and optimize workflow efficiency across multiple environments.

• Managed multiple implementation tasks independently, ensuring all configurations, workflows, and dashboards aligned with client requirements and project timelines.

• Implemented HR Service Delivery (HRSD) workflows for employee lifecycle management, automating onboarding, offboarding, approvals, and document handling.

• Configured case management workflows for Customer Service Management (CSM), including multi-channel intake, automated routing, escalations, and SLA tracking.

• Delivered detailed technical documentation and supported knowledge transfer sessions for ITOM and ITAM solutions..

State Street Corporation Jun 2018 – May 2020

ServiceNow Developer

• Led end-to-end ServiceNow implementations by gathering business requirements and converting them into scalable technical solutions across multiple modules.

• Owned design and development activities for ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.

• Implemented ITOM solutions such as Discovery, Service Mapping, and Event Management to improve infrastructure visibility and monitoring.

• Built and maintained Service Catalog items, record producers, and order guides to streamline service request fulfillment.

• Designed workflows and flows using Flow Designer to automate approvals, tasks, and business processes.

• Developed Business Rules, Client Scripts, Script Includes, and UI Policies using JavaScript to meet custom requirements.

• Configured IRM modules to support risk assessment, policy management, compliance tracking, and control testing.

• Implemented HRSD solutions to manage employee cases, onboarding, offboarding, and HR service requests.

• Built CSM applications to handle customer cases, improve response time, and enhance service experience.

• Installed, configured, and supported MID Servers for integrations, Discovery, and orchestration activities.

• Configured SLAs, schedules, and escalation rules to meet business service targets and compliance needs.

• Created Performance Analytics KPIs, indicators, and dashboards to provide operational and management insights.

AllianzLife Apr 2017 – May 2018

ServiceNow Developer

• Designed, configured, and supported ITSM modules including Incident, Problem, Change, and Request Management, ensuring alignment with ITIL processes and business requirements.

• Developed workflows and flows using Flow Designer to automate service processes and approval cycles.

• Created Business Rules, Client Scripts, and Script Includes to implement custom business logic and validations.

• Configured SLAs, schedules, and escalation rules to meet service performance targets and operational commitments.

• Worked on ITOM Discovery and Service Mapping to provide clear infrastructure and application dependency visibility.

• Integrated Event Management with monitoring tools to automatically generate alerts and incidents for faster response.

• Supported GRC modules for risk management, policy compliance, and control assessments, helping automate governance processes.

• Configured user roles, ACLs, and security rules to protect sensitive data and enforce access control.

• Installed, configured, and supported MID Servers for Discovery and external system integrations.

• Developed REST integrations to enable seamless data exchange between ServiceNow and third-party applications.

• Participated in testing, debugging, and release deployments to ensure stable and high-quality production updates.

• Prepared technical documentation and followed ServiceNow best practices for consistent and maintainable implementations.

Salesforce Jul 2015 – Jan 2017

ServiceNow Admin/Developer

• Administered and supported ServiceNow instances across development, test, and production environments to ensure stability, performance, and availability of the platform.

• Managed users, roles, groups, and ACLs to maintain proper access control, data security, and compliance with organizational policies.

• Configured and maintained ITSM modules including Incident, Problem, Change, and Request Management to support day-to-day service operations.

• Built and supported Service Catalog items, record producers, and workflows to streamline service request fulfillment and approvals.

• Supported ITOM modules including Discovery, Event Management, and basic Service Mapping to improve infrastructure visibility and monitoring.

• Integrated monitoring tools such as Dynatrace with ServiceNow to enable automated alert creation and faster incident response.

• Configured SLAs, schedules, and escalation rules to ensure service commitments and performance targets were consistently met.

• Built and maintained reports, dashboards, and Performance Analytics widgets to provide real-time operational visibility.

• Managed update sets, deployments, and instance upgrades to ensure smooth promotion of changes across environments.

• Monitored platform performance and optimized configurations to improve system stability and response times.

• Provided platform and system administration support by performing health checks, troubleshooting issues, and resolving incidents.

• Developed minor customizations using Business Rules, Client Scripts, and Script Includes to support business requirements and enhance functionality.

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