Senior ServiceNow Architect & Developer (ITSM/ITOM)

Irfan Anders

Senior ServiceNow Developer & Arcitect Enterprise ITSM, Automation & Scalable

Platform Solutions

***************@*****.*** 405-***-**** New York City, NY, US PROFILE

Experienced ServiceNow Developer & Architect with 12+ years designing, developing, and delivering enterprise-grade ServiceNow solutions. Expert in ITSM, ITOM, GRC, SPM, HRSD, CSM, with strong skills in automation, integrations, and agile delivery. Proven track record of leading cross-functional teams, aligning IT solutions with business objectives, and driving digital transformation initiatives that enhance operational efficiency, governance, and user experience across global enterprises. SKILLS

ServiceNow Modules & Capabilities

•IT Service Management (ITSM)

•IT Operations Management (ITOM): Discovery,

CMDB, Event Management

•Human Resources Service Delivery (HRSD)

•Customer Service Management (CSM)

•Service Portal, Virtual Agent, Knowledge

Management

•Performance Analytics, Reporting, Dashboards

•Service Catalog, Flow Designer, Workflow Editor

Scripting & Development

•JavaScript (Server-side & Client-side scripting)

•Glide API (GlideRecord, GlideAjax, GlideForm, etc.)

•UI Policies, Business Rules, Script Includes, Client Scripts

•Scheduled Jobs, ACLS, Data Policies

Cloud & Infrastructure Integrations

•Azure, AWS, Active Directory

•LDAP, SSO, SAML Integration

DevOps & Agile Tools

•Agile Development, Scrum Framework

•ATF (Automated Test Framework)

•CI/CD with Git, Jenkins, GitHub

•Story Management and Sprint Planning

UI/UX & Service Portal

•Service Portal Widgets

•UI/UX Best Practices

•HTML, CSS, Bootstrap in Portals

Platform Management & Governance

•Instance Management (Dev, Test, Prod)

•Update Sets, Scoped Applications

•Platform Security & Access Control

•Data Governance, CMDB Normalization

Integrations & Automation

•REST/SOAP Web Services

•IntegrationHub, Spokes (e.g., Workday, Azure AD,

Jira, SAP, Salesforce)

•MID Server Deployment & Configuration

•Orchestration & Custom APIs

•Event Management Integration (e.g., SolarWinds,

Splunk)

Platform Proficiency – ServiceNow

•GRC (Governance, Risk, Compliance)

•SPM (Strategic Portfolio Management)

•Virtual Agent

Tools & Technologies

•JSON, XML, HTML, CSS

•JIRA, Confluence, Azure DevOps

•Microsoft Azure, AWS, Splunk, Active Directory

PROFESSIONAL EXPERIENCE

Senior ServiceNow Developer / Architect, IntegrityPro Consulting

•Designed and implemented multiple ServiceNow modules (ITSM, CSM, Custom Apps) for global clients across healthcare, finance, and telecom sectors. 12/2021 – Present

•Led architecture, client workshops, and solution design, while mentoring developers on scripting, UI policies, workflows, and integrations.

•Integrated ServiceNow with third-party tools including Jira, Splunk, AWS, and SAP.

•Delivered customized dashboards, reporting, and performance analytics solutions for executive stakeholders.

•Key Achievements:

•Delivered multiple successful end-to-end implementations.

•Maintained high levels of client satisfaction across long-term managed services engagements.

ServiceNow Developer / Consultant, Yansa Labs

•Contributed to the development and maintenance of ITSM processes including Incident, Problem, Change, and Service Catalog.

06/2017 – 11/2021

•Built custom applications, automated workflows, and business rules to support evolving business requirements.

•Assisted in platform upgrades, patch management, and ongoing system enhancements.

•Participated in testing, documentation, and knowledge transfer to ensure platform stability and team alignment.

•Supported integrations with third-party tools to enhance ServiceNow functionality and data consistency.

•Key Achievements:

•Developed custom incident management enhancements adopted by multiple departments.

•Recognized for improving ticket triage processes and overall IT service responsiveness.

•Streamlined workflow automation, reducing manual effort and accelerating service delivery.

ServiceNow Developer, Volteo Digital

•Implemented ServiceNow ITSM, HRSD, and ITOM modules to support enterprise operations for a Fortune 100 healthcare company.

09/2015 – 05/2017

•Assisted with configuration and management of CMDB, Discovery, and Event Management across multiple business units.

•Supported integrations between ServiceNow and Workday, Azure, Salesforce, and legacy systems using IntegrationHub and APIs.

•Collaborated with developers and administrators to deliver solutions following Agile practices and supported CI/CD pipelines.

•Contributed to platform governance, roadmap planning, and service improvement initiatives.

•Key Achievements:

•Automated processes that reduced incident resolution time.

•Supported HRSD implementation for a global workforce. Junior ServiceNow Developer, Templar Shield

•Assisted in the design, configuration, and deployment of ServiceNow ITSM modules including Incident, Problem, and Change Management. 02/2014 – 08/2015

•Developed and customized catalog items, UI policies, client scripts, and business rules under senior developer guidance.

•Supported integration and data migration activities between ServiceNow and legacy ticketing systems.

•Participated in testing, documentation, and platform maintenance, ensuring stable and secure ServiceNow environments.

PROJECTS

Helix ITSM & HRSD Transformation

•Implemented enterprise ITSM and HRSD modules to streamline service operations and enhance user adoption.

•Integrated Workday, Azure, and Salesforce using IntegrationHub and APIs for seamless workflows.

•Improved incident resolution time, service delivery efficiency, and data consistency. CMDB 360 & FlowEdge Automation

•Deployed Discovery, CMDB normalization, and multi-cloud infrastructure monitoring with Splunk and SolarWinds.

•Built custom workflows and catalog automation using Flow Designer; integrated Jira and Active Directory for orchestration.

•Achieved accurate CI tracking, reduced configuration discrepancies, and minimized manual ticket handling. ConnectNow Customer Experience & ServiceOne Platform Renewal

•Designed a modern, branded Service Portal for improved customer engagement and automated CSM workflows.

•Migrated legacy IT processes to ServiceNow, configured ITSM modules, and supported platform upgrades.

•Delivered data-driven insights via Performance Analytics dashboards, enhanced SLA management, and increased platform stability.

CERTIFICATES

ServiceNow Certified System Administrator – CSA

ServiceNow Certified Implementation Specialist – ITSM ServiceNow Certified Application Developer – CAD

EDUCATION

Bachelor of Science, University of the Punjab

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