ServiceNow Solutions Expert and Technical Lead

Hamza Interro

ServiceNow Solutions Expert ServiceNow Technical Lead

************@*****.*** 407-***-**** Orlando Florida 32789 United States PROFILE

ServiceNow Technical Lead with 13 years of experience delivering enterprise ITSM, ITOM, ITBM, SecOps, and GRC solutions. Expert in platform administration, custom app development, Flow Designer automation, integrations (REST/SOAP, LDAP, SSO), and CMDB optimization. Skilled in Service Portal, Virtual Agent, Performance Analytics, and orchestration, with a strong record of improving processes, strengthening governance, and delivering scalable, secure ServiceNow implementations. SKILLS

ServiceNow Core & Platform

•Platform Administration, User & Role Management, ACLs & Security, Forms & UI Configuration, Notifications, Upgrade & Patch Management, Performance Troubleshooting ITSM / ITOM / ITBM

•Incident, Problem, Change, Request Management, Service Catalog, CMDB, Discovery, Service Mapping, Event Management, Orchestration, Project Portfolio Management (PPM), Resource & Demand Management Development & Automation

•Custom Applications, Scoped Apps, Flow Designer, Workflow Designer, JavaScript/GlideScript, Business Rules, Script Includes, UI Policies, UI Actions, Client & Server Scripts Integrations

•REST/SOAP APIs, LDAP & SSO, IntegrationHub, MuleSoft, Boomi, Informatica, Platform Events, Apex Callouts, Salesforce Connect, Postman, Workbench

Analytics & Reporting

•Reports & Dashboards, Performance Analytics, Metrics & KPIs, Data Visualization, Audit Tracking DevOps & Deployment

•CI/CD Pipelines, Git/GitHub, Azure DevOps, Jenkins, Salesforce DX, Unlocked Packages, Sandbox Management, Release Management

Cloud & Infrastructure

•AWS (EC2, S3, Lambda), Azure (VMs, Functions, DevOps), Google Cloud Platform (GCP), Hybrid Cloud Integrations

Project & Delivery

•Agile & Scrum, Requirements Gathering, Solution Design, Stakeholder Management, UAT, Documentation, Training, Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

Lead ServiceNow Consultant

Deloitte Digital

Jan 2022 – Present

•Delivered large-scale ITSM, ITOM, ITBM, GRC implementations, automating compliance and audit workflows across multiple business units.

•Built custom applications and scoped apps with Flow Designer, integrations (REST/SOAP, LDAP, SSO), and predictive automation to improve operational efficiency.

•Optimized CMDB health, Performance Analytics dashboards, and Service Portal experiences, improving visibility and decision-making for stakeholders.

•Led workshops, mentored teams, and improved adoption of Virtual Agent, workflows, and automation best practices.

Senior ServiceNow Consultant

Infosys

Jun 2018 – Dec 2021

•Implemented ITOM and HRSD solutions, automating onboarding, incident management, and approval workflows to reduce manual effort.

•Designed advanced Flow Designer logic and orchestration to streamline complex business processes.

•Integrated ServiceNow with AWS, Azure, GCP, and enterprise applications using REST/SOAP APIs and SAML for real-time data synchronization.

•Delivered Virtual Agent and Service Portal enhancements that improved self-service adoption and request turnaround times.

ServiceNow Developer

Cognizant

Sep 2015 – May 2018

•Enhanced ITSM modules using predictive automation and custom scripting (JavaScript/GlideScript), improving incident resolution time and accuracy.

•Developed APIs and integrations with third-party applications, ensuring secure and seamless data exchange.

•Built custom Service Portal widgets and responsive interfaces that improved usability and reporting efficiency.

•Maintained CMDB data integrity and configuration governance to support compliance and audit requirements. ServiceNow Administrator

Accenture

May 2013 – Aug 2015

•Managed and supported multiple ServiceNow instances, ensuring stability, performance, and platform uptime.

•Configured Event Management, automated dashboards, and scheduled reporting to improve operational visibility.

•Streamlined user provisioning, roles, access control, LDAP, and SSO configuration aligned with security best practices.

•Delivered training, documentation, and support to end-users, increasing self-service adoption and reducing onboarding time.

PROJECTS

Enterprise ITSM Implementation

•Implemented full ITSM suite (Incident, Problem, Change, Request Management) and automated complex workflows across multiple departments, improving service efficiency and process consistency. GRC Automation Solution

• Developed a GRC solution with automated audit tracking, policy management, and risk assessment workflows, strengthening governance and reducing compliance effort. Cloud & Third-Party Integrations

•Integrated ServiceNow with AWS, Azure, GCP, and enterprise applications using REST/SOAP APIs, LDAP, and SAML, enabling secure real-time data exchange and system interoperability. Virtual Agent & Service Portal Deployment

•Designed and deployed custom Service Portals, Virtual Agent conversations, and self-service experiences, resulting in improved user adoption and reduced ticket volume. CERTIFICATES

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist – ITSM ITIL v4 Foundation

Agile Scrum Master Certification

EDUCATION

Bachelor of Science (B.S.) in Computer Science

ITT Technical Institute

Contact this candidate