Senior ServiceNow Developer/Administrator Expert

Ahsan Farooq

Senior ServiceNow Developer/Admin

CAD CSA ITIL V4

*************@*****.*** 220-***-**** Mason, OH

Professional Summary

Over 13 years of experience in IT and 11 years as a ServiceNow Developer/Administrator and delivering enterprise-scale solutions.

Expertise across ITSM, AIOps ITOM, ITAM, HAM, SAM Pro, CMDB, HRSD, FSM, FSO, GRC/IRM, SecOps, VR, TPRM, Vendor Risk, Discovery, Virtual Agent.

Skilled in applying Agile Methodologies and ITIL v4 practices to optimize processes and drive continuous improvement.

Architected CMDB models, authoritative source mappings, reconciliation frameworks, and Discovery/Service Mapping deployments.

Designed and implemented ITOM Discovery and Service Mapping for complete infrastructure visibility.

Delivered SAM Pro and HAM Pro solutions, including license governance, software reclamation, and hardware lifecycle management.

Built HRSD workflows, Employee Center portals, knowledge libraries, and automated lifecycle events.

Developed FSM and FSO workflows for work order management, scheduling, dispatching, and field operations.

Created user-focused portals, service catalogs, and mobile experiences to enhance self-service capabilities.

Implemented SecOps, Vulnerability Response, and Threat Intelligence workflows to automate risk and incident management.

Configured GRC/IRM, TPRM, and Vendor Risk modules for compliance, audits, and continuous monitoring.

Built secure integrations using REST/SOAP APIs, Scripted REST, OAuth/OIDC, IntegrationHub, and MID Server orchestration.

Developed Flow Designer workflows, subflows, and reusable actions across ITSM, ITOM, HRSD, and ITAM/HAM/SAM modules.

Created custom Scoped Applications, Business Rules, Script Includes, UI Actions, and Client Scripts for advanced platform customization.

Integrated ServiceNow with third-party systems including Azure AD, AWS, Workday, Okta, SCCM, and Intune.

Delivered Performance Analytics dashboards and executive reports for ITSM, ITOM, CMDB, HRSD, ITAM, and FSM.

Automated cross-module processes to connect incident, change, service requests, HR cases, and field operations.

Led Agile delivery, collaborating with architects, product owners, and stakeholders to deliver scalable solutions.

Ensured platform governance, upgrade readiness, security, and adherence to ServiceNow best practices.

Certifications

Certified Application Developer

Certified System Administrator

EXPERIENCE

Silmun inc. (REMOTE)

Senior ServiceNow Developer

Jan 2022 - Present

Designed and configured ITOM Discovery schedules and probes to automatically detect and classify infrastructure assets across on-prem and cloud environments.

Implemented Service Mapping to create dynamic service maps, linking applications to dependent infrastructure for impact analysis.

Enhanced CMDB Health dashboards by building custom KPIs, reconciliation rules, and data certification schedules.

Integrated CMDB with external inventory tools (SCCM, Tanium, SolarWinds) to ensure consistent and accurate CI data ingestion.

Developed Transform Maps, Data Sources, and Import Sets for automated CMDB population from external sources.

Designed CSDM-compliant data models to align CMDB classes with Service Portfolio, Application Services, and Business Capabilities.

Automated GRC indicator workflows to streamline policy exception management, risk scoring, and control test evidence collection.

Developed custom GRC scripts in JavaScript to calculate residual risk scores and map risks to controls and assets.

Built continuous monitoring dashboards in GRC for real-time policy and compliance enforcement across IT systems.

Configured SOAR playbooks in SecOps to automate threat enrichment, incident response, and vulnerability prioritization.

Integrated ServiceNow Security Incident Response (SIR) with SIEM tools (Splunk, QRadar) to accelerate detection-to-response cycles.

Automated Vulnerability Response workflows by integrating Tenable/Nessus scans into the ServiceNow VR module.

Implemented HR Service Delivery (HRSD) case management, building lifecycle events for onboarding, offboarding, and employee transitions.

Designed HRSD Employee Service Center portals with guided journeys, knowledge articles, and case categories for improved self-service.

Configured Document Management and DocuSign integration in HRSD to automate employee agreement generation and e-signature workflows.

Created Flow Designer and IntegrationHub spokes to orchestrate cross-platform automation for HR, ITSM, and security teams.

Designed and deployed Custom HRSD case templates for Benefits, Payroll, and Employee Relations requests.

Developed custom UI Policies, Client Scripts, and Business Rules across ITSM, ITOM, HRSD, and SecOps modules to enforce business logic.

Configured and maintained Access Control Lists (ACLs), Roles, and Groups to ensure secure and compliant data access across modules.

Built Dashboards and Performance Analytics widgets to track ITOM health, CMDB data accuracy, GRC compliance scores, and SecOps response SLAs.

Designed IntegrationHub REST API integrations with Microsoft Azure, AWS, and ServiceNow Event Management for cloud event ingestion.

Automated Incident enrichment with CMDB data to reduce MTTR and improve service impact analysis.

Configured Event Management rules to correlate alerts, reduce noise, and create actionable incidents tied to affected services.

Partnered with InfoSec teams to map NIST, ISO, and GDPR frameworks into ServiceNow GRC for control management and audit reporting.

Implemented Change Management integrations with CMDB and Event Management for proactive risk assessment during change approvals.

Optimized scheduled jobs, fixed scripts, and update sets to improve system performance and governance across environments.

Acted as a ServiceNow platform admin, performing upgrades, cloning, patching, and monitoring logs to ensure system stability and security.

Implemented ITAM lifecycle workflows, including asset procurement, assignment, and retirement across hardware and software assets.

Configured SAM (Software Asset Management) to track license usage, optimize entitlements, and ensure vendor compliance.

Built HAM (Hardware Asset Management) processes, integrating with Discovery to automatically update asset records and maintain CI accuracy.

Siemens (Remote)

Senior ServiceNow Developer/Administrator

May 2017 – Jan 2022

Designed and customized Incident, Problem, and Change Management workflows in ITSM to align with ITIL best practices.

Configured Service Catalog items and Request Fulfillment workflows, including catalog client scripts and UI policies for dynamic forms.

Implemented Knowledge Management with versioning, approval workflows, and user criteria for controlled access.

Developed Service Level Agreements (SLAs), notifications, and escalation rules to track and improve incident resolution times.

Built CMDB relationships within ITSM to improve root cause analysis and change impact assessment.

Implemented Discovery schedules, probes, and patterns to automatically identify infrastructure components and populate the CMDB with accurate CI data.

Configured IT Asset Management (ITAM) lifecycle workflows for procurement, assignment, maintenance, and retirement of assets.

Deployed Software Asset Management (SAM) and Hardware Asset Management (HAM) processes to track license entitlements, optimize usage, and maintain inventory accuracy.

Configured Project Portfolio Management (PPM) modules, including Project, Demand, and Resource Management.

Automated idea intake and demand scoring processes in SPM, mapping business priorities to portfolio roadmaps.

Developed custom dashboards and reports in SPM for executives to track project health, budgets, and resource utilization.

Implemented Field Service Management (FSM) dispatching rules and optimized assignment work queues for technicians.

Integrated FSM with mobile app for work order updates, route optimization, and geo-location tracking.

Configured knowledge articles and guided help for FSM technicians to improve first-time resolution rates.

Deployed HR Service Delivery lifecycle events for onboarding, offboarding, and employee transitions.

Built HR case management templates for Payroll, Benefits, and Employee Relations, integrating with knowledge and service catalogs.

Designed Employee Service Center portal pages with role-based access, knowledge widgets, and virtual agent integration.

Automated HR processes with Flow Designer and IntegrationHub spokes, reducing manual work across HR, IT, and payroll.

Integrated Workday with ServiceNow HRSD to synchronize employee records, job changes, and manager hierarchies.

Developed mid-server and REST API integrations with Workday, ensuring secure data exchange for real-time employee updates.

Configured Flow Designer automations for ITSM (incident routing), HRSD (case assignment), and FSM (work order escalations).

Built custom subflows and reusable actions in Flow Designer to standardize automation across modules.

Created end-to-end approval workflows using Flow Designer for project approvals, service requests, and HR tasks.

Maintained system administration tasks including ACLs, roles, upgrades, update sets, and scheduled jobs to support ITSM, SPM, FSM, HRSD, ITAM, and Discovery modules.

Implemented IRM policy and compliance workflows to automate control testing, evidence collection, and remediation tasks across ITSM processes.

Designed risk and compliance indicators in IRM to continuously monitor operational health and link them to ITSM incidents and changes.

Configured residual risk scoring and reporting in IRM, integrating results into ITSM dashboards for proactive service governance.

Built audit-ready workflows by embedding IRM controls into Change Management processes to enforce compliance before approvals.

Integrated IRM risk registers with CMDB and ITSM incidents for better impact analysis and traceability.

Automated policy exception handling with ITSM workflows, ensuring exception approvals are tracked and tied to service records.

Developed Performance Analytics dashboards combining ITSM SLAs with IRM compliance scores to deliver executive-level visibility.

Configured continuous monitoring dashboards to provide real-time visibility into IT risk posture and ITSM operational KPIs.

Partnered with InfoSec and ITSM teams to map compliance frameworks (ISO, NIST, SOX) into ServiceNow IRM and align them with service delivery.

Verizon

ServiceNow Developer

Oct 2014 – May 2017

Designed and configured Incident, Problem, and Change Management workflows in ITSM aligned with ITIL best practices.

Developed Service Catalog items, Catalog UI policies, and workflows to streamline request fulfillment and approvals.

Built and maintained SLAs, OLAs, and escalation rules to monitor incident resolution and change implementation timelines.

Implemented Knowledge Management with role-based access and integrated it with Incident and Service Request workflows.

Enhanced ITOM Discovery and Service Mapping to identify infrastructure components and map application dependencies.

Configured Event Management rules and alert correlation to reduce noise and automatically generate actionable incidents.

Integrated third-party monitoring tools (e.g., SolarWinds, Dynatrace, Splunk) with ServiceNow Event Management for proactive alerting.

Designed Service Maps to link business services with underlying infrastructure for real-time impact analysis.

Built CMDB data model enhancements aligned with CSDM framework to support ITSM and ITOM processes.

Automated CMDB population using Discovery patterns, probes, and sensors for servers, applications, and cloud resources.

Developed Transform Maps and Import Sets for integrating external asset data into the CMDB.

Configured CI identification and reconciliation rules to maintain CMDB accuracy and reduce duplicate records.

Implemented CMDB Health dashboards and KPIs to track completeness, compliance, and correctness of CI data.

Integrated CMDB with Change Management for automated impact analysis and risk assessment.

Created Performance Analytics dashboards for ITSM and ITOM leaders to track incident trends, MTTR, event noise reduction, and CMDB health

CashStar

JavaScript Developer

Nov 2012 – Aug 2014

·Developed responsive and interactive web applications using JavaScript, ES6+, HTML5, and CSS3, ensuring cross-browser compatibility and optimal performance.

·Built dynamic user interfaces with React.js and Redux, implementing state management and reusable component libraries.

·Developed and maintained backend services using Node.js and Express.js, integrating RESTful APIs and database connections.

·Implemented asynchronous programming patterns, including Promises and async/await, to optimize performance and data handling.

·Built single-page applications (SPAs) with modular architecture, component-based design, and responsive layouts.

·Integrated third-party APIs, including payment gateways, cloud services, and external data providers, using REST/SOAP and JSON data structures.

·Developed unit and integration tests using Jest and Mocha, ensuring high code quality and reducing production defects.

·Optimized application performance by implementing lazy loading, memoization, code splitting, and DOM manipulation best practices.

·Worked closely with UI/UX designers to implement wireframes, prototypes, and design specifications into functional web applications.

·Implemented version control workflows using Git/GitHub, collaborating with cross-functional teams in Agile/Scrum environments.

·Developed real-time features using WebSockets, such as chat systems, notifications, and live dashboards.

·Mentored junior developers, conducted code reviews, and implemented best practices for coding standards, performance, and scalability.

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