Senior ServiceNow Developer & Admin Expert

KAZI F. AHMED

Atlanta, GA *****; USC 470-***-**** ****.*****.***@*****.*** LinkedIn

Professional Summary

• Over 11 years of specialized experience as a ServiceNow Developer and Administrator, delivering comprehensive platform solutions across ITSM, ITOM, ITAM, HRSD, CSM, FSM, GRC/IRM, SPM/PPM, and SecOps modules for enterprise environments.

• Certified ServiceNow System Administrator (CSA), Certified Application Developer (CAD), Agile Scrum Master, and ITIL v4 certified professional with proven expertise in end-to-end platform implementations.

• Extensive hands-on experience implementing ITIL-based processes and workflows for Incident Management, Problem Management, Change Management, and Service Request Management aligned with industry best practices.

• Deep expertise in ServiceNow scripting including Business Rules, Script Includes, GlideScript, GlideAjax, UI Actions, UI Policies, Client Scripts, and Flow Designer to automate complex business processes and reduce manual intervention.

• Proven track record in designing and implementing CMDB governance frameworks aligned with CSDM standards, ensuring accurate CI relationships and data integrity across hybrid cloud and on-premise infrastructure.

• Strong proficiency in ServiceNow Discovery, Service Mapping, and Event Management to maintain real-time visibility of IT infrastructure and application dependencies for impact analysis.

• Extensive experience integrating ServiceNow with enterprise systems via REST, SOAP, IntegrationHub, MID Server, and OAuth 2.0, including AWS, Azure, GCP, Workday, Active Directory, SCCM, JAMF, Jira, SolarWinds, Splunk, and Dynatrace.

• Expert in implementing ITAM modules including HAM Pro and SAM Pro with automated discovery, license compliance tracking, publisher pack configuration, and software reclamation workflows.

• Skilled in developing custom Service Portal and Employee Center experiences from scratch using AngularJS, custom widgets, and branded interfaces with Virtual Agent and Now Assist AI integration.

• In-depth knowledge of HRSD lifecycle automation including onboarding, offboarding, employee transitions, case management, and bi-directional integrations with external HRIS systems.

• Proven ability to implement GRC/IRM modules including Risk Management, Audit Management, Policy & Compliance, and Vendor Risk Management with automated risk scoring and KRI development.

• Extensive experience with CSM workflows for customer case routing, entitlement verification, escalation management, and integration with external CRM systems to unify customer interactions.

• Strong background in FSM implementations including work order management, field service scheduling, mobile workforce enablement, and asset tracking for field operations.

• Expertise in SPM/PPM and APM modules for project portfolio management, demand management, resource planning, and agile development tracking with integration to development tools.

• Proficient in SecOps and Vulnerability Response modules for automated vulnerability scanning, threat intelligence integration, and security incident orchestration workflows.

• Skilled in implementing DevOps and AIOps capabilities including CI/CD pipeline integrations, predictive intelligence for incident prevention, and machine learning models for operational insights.

• Extensive experience with Performance Analytics and dashboard development to track SLAs, incident volumes, change success rates, asset compliance metrics, and executive-level KPIs.

• Proven leadership in conducting stakeholder workshops, requirements gathering, solution design sessions, and delivering role-based training programs to drive platform adoption.

• Strong expertise in implementing Financial Service Operations (FSO) for banking and financial services environments, ensuring regulatory compliance and audit readiness.

• Experienced in managing platform upgrades, clone validation, regression testing, and post-upgrade stabilization while maintaining system integrity and minimizing downtime.

• Adept at developing custom applications using App Engine Studio and low-code/no-code capabilities to rapidly deliver business solutions aligned with organizational objectives.

• Expert in configuring role-based ACLs, access governance policies, data security controls, and audit logging to ensure platform security and compliance with regulatory standards.

• Proven ability to translate complex business requirements into scalable technical solutions, working collaboratively with cross-functional teams including IT governance, compliance, security, and business stakeholders.

• Strong problem-solving skills with experience troubleshooting, debugging, and optimizing ServiceNow applications and integrations to ensure high system availability and performance. Certifications

• ServiceNow Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• Agile Scrum Master

• ITIL v4 Foundation

Professional Experience

Ingenious Med Sr. ServiceNow Developer/Admin May 2022 – Present

• Led comprehensive implementation of HRSD module integrated with Workday using REST APIs, automating bi-directional synchronization of employee data and reducing onboarding processing time while eliminating manual data entry errors across healthcare enterprise environments.

• Designed and deployed automated lifecycle workflows in HRSD using Flow Designer and Playbooks for onboarding, offboarding, transfers, and promotions, orchestrating provisioning across Active Directory, JAMF, email systems, and application access through seamless integration touchpoints.

• Configured CMDB Discovery and Service Mapping for hybrid cloud infrastructure spanning AWS, Azure, and on-premise data centers, establishing accurate CI relationships aligned with CSDM framework and enabling real-time application dependency mapping for change impact analysis.

• Implemented SAM Pro with publisher packs for Microsoft, Oracle, Adobe, and Autodesk integrated with Discovery tools, establishing automated license compliance tracking, software reclamation workflows, and entitlement management processes to optimize license utilization.

• Developed custom IntegrationHub spokes for Workday, AWS CloudWatch, and Azure Monitor, creating reusable Flow Designer actions that automated cross-platform workflows and reduced integration development time for future projects.

• Built comprehensive HAM Pro workflows covering complete asset lifecycle from procurement through disposal, integrating with finance systems for depreciation tracking, vendor management for warranty monitoring, and automated assignment workflows based on employee onboarding triggers.

• Configured Event Management integrated with SolarWinds, Splunk, and Dynatrace monitoring platforms, implementing correlation rules that reduced alert noise, automated incident generation for critical events, and established escalation workflows for priority-based response.

• Designed Performance Analytics dashboards for executive leadership providing real-time visibility into SLA compliance trends, incident resolution patterns, change success rates, asset compliance metrics, and service delivery KPIs with drill-down capabilities.

• Implemented SPM/PPM modules for project portfolio management, creating demand management workflows, resource allocation planning, and agile sprint tracking integrated with Jira for unified development visibility.

• Developed custom Service Catalog items with complex approval matrices using Flow Designer, implementing dynamic variable sets, catalog client scripts for real-time validation, and multi-step approval workflows that routed requests based on business rules and organizational hierarchy.

• Configured Now Assist AI and Virtual Agent for Employee Center, training knowledge bases and intent recognition models to handle common HR and IT requests, deflecting routine inquiries and improving agent productivity.

• Established GRC/IRM framework including Risk Management, Audit Management, and Policy & Compliance modules, developing custom risk scoring methodologies integrated with CMDB and ITSM for continuous risk assessment and automated control testing.

• Implemented Vulnerability Response integrated with Qualys and Tenable security scanning tools, automating vulnerability intake, risk-based prioritization, assignment to remediation teams, and tracking workflows through resolution.

• Designed CSM workflows for healthcare provider support cases, implementing entitlement verification against contract data, automatic escalation based on SLA thresholds, and integration with external CRM for unified customer interaction history.

• Built FSM module for medical equipment field service, configuring work order management, technician scheduling, mobile application workflows, and parts inventory tracking integrated with supply chain systems.

• Developed comprehensive SecOps workflows for security incident response, integrating threat intelligence feeds, automating incident classification and assignment, and implementing playbook-driven investigation processes for standardized security operations.

• Configured AIOps capabilities using Predictive Intelligence to forecast incident volumes, identify potential outages before occurrence, and recommend resolution actions based on historical pattern analysis.

• Implemented Configuration Compliance module to monitor drift in server configurations, networking devices, and cloud resources, automatically detecting unauthorized changes and triggering change requests for remediation.

• Established role-based ACL governance framework, conducting security audits, implementing data access controls, and configuring audit logging to ensure HIPAA compliance and regulatory audit readiness.

• Conducted stakeholder workshops with clinical operations, IT infrastructure, HR, and finance departments to gather requirements, design solutions collaboratively, and ensure alignment between technical implementations and business objectives.

• Delivered comprehensive training programs for administrators, developers, and end-users covering HRSD, ITAM, CSM, and GRC modules through role-based sessions, documentation, and hands-on workshops that accelerated platform adoption.

Oshkosh Corporation Sr. ServiceNow Developer/Admin July 2019 – April 2022

• Implemented comprehensive GRC/IRM solution including Risk Management, Audit Management, Vendor Risk Management, and Policy & Compliance modules with automated workflows for risk assessment, control testing, and audit finding remediation.

• Developed custom KRI dashboards and risk scoring models integrated with CMDB and ITSM data sources, providing real-time risk analysis aggregated across IT assets, business services, and organizational units for executive risk reporting.

• Designed and deployed branded Employee Center using Service Portal framework, building custom AngularJS widgets, integrating Virtual Agent for conversational AI support, implementing Knowledge Base search capabilities, and creating seamless case intake workflows for HR and IT services.

• Configured HAM Pro for complete hardware asset lifecycle management covering procurement workflows, receiving processes, assignment automation, transfer tracking, maintenance scheduling, and disposal workflows integrated with finance systems for asset accounting.

• Implemented SAM Pro with publisher packs for Microsoft, Oracle, Adobe, and SAP, configuring automated license reconciliation, optimization recommendations, software reclamation workflows, and compliance reporting dashboards tracking license utilization against entitlements.

• Developed CSM workflows for customer support operations, implementing intelligent case routing based on product entitlements, customer priority classification, automatic escalation for SLA breaches, and integration with external CRM via REST APIs for unified customer data.

• Built ITAM dashboards tracking asset depreciation schedules, license compliance status, software usage patterns across departments, contract renewal timelines, and cost optimization opportunities providing actionable insights for IT finance planning.

• Integrated ServiceNow with external CRM system using REST APIs and MID Server, establishing bi-directional synchronization of customer accounts, contact information, support cases, and contract entitlements for unified customer service delivery.

• Implemented ITOM Discovery for network infrastructure, servers, applications, and cloud resources, configuring horizontal and vertical discovery patterns, credential management, and scheduled discovery jobs maintaining accurate CMDB population.

• Configured Service Mapping to visualize application services and infrastructure dependencies, establishing business service maps that enabled impact analysis for planned changes and rapid root cause identification during incidents.

• Developed automated workflows for asset procurement using Flow Designer, integrating with finance approval systems, vendor management platforms, and receiving processes that tracked assets from purchase order through delivery and deployment.

• Implemented software license compliance automation including license harvesting workflows, automated reclamation notices, uninstall verification processes, and publisher-specific optimization strategies reducing license costs.

• Collaborated with IT governance and compliance teams to define software lifecycle policies, asset management standards, acceptable use guidelines, and disposal procedures ensuring regulatory compliance and data security.

• Configured Event Management integrated with infrastructure monitoring tools, implementing event correlation rules, automated incident creation for critical alerts, and enrichment workflows that attached relevant CI information for faster resolution.

• Designed complex approval workflows for procurement requests using Flow Designer, implementing conditional approval routing based on dollar thresholds, department budgets, manager hierarchies, and compliance requirements.

• Implemented PPM module for IT project portfolio management, configuring demand intake workflows, project governance processes, resource capacity planning, and financial tracking integrated with corporate finance systems.

• Developed custom reports and scheduled report distribution for leadership covering asset compliance metrics, software license utilization, risk posture trends, audit finding status, and GRC program effectiveness measurements.

• Configured notifications and communication templates throughout workflows ensuring stakeholders remained informed of request status, approval requirements, compliance obligations, and action items requiring attention.

• Trained cross-functional teams including IT operations, procurement, finance, compliance, and customer service on using SAM, HAM, CSM, and GRC modules through tailored training sessions and comprehensive documentation.

• Participated in Agile ceremonies including sprint planning, daily standups, retrospectives, and backlog refinement sessions, contributing to continuous improvement of platform capabilities and service delivery processes.

Infoblox ServiceNow Developer April 2016 – June 2019

• Led end-to-end implementation of core ITSM modules including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management based on ITIL best practices tailored to organizational service delivery requirements.

• Configured Discovery for network devices, servers, databases, and applications using credential-based scanning, establishing automated CMDB population workflows that maintained accurate CI data and relationships aligned to CSDM standards.

• Built Service Portal pages with custom AngularJS widgets for service requests, incident submission, knowledge article search, and request tracking, implementing multi-department routing logic and dynamic catalog items based on user attributes.

• Developed backend automation using Business Rules for field population and validation, Script Includes for reusable code libraries, and Flow Designer for complex approval workflows reducing manual processing time.

• Implemented Service Mapping to visualize application services including web applications, databases, middleware, and infrastructure dependencies, enabling impact analysis during change planning and incident investigation.

• Integrated ServiceNow with SCCM for software deployment tracking, Active Directory for user synchronization and authentication, Jira for development workflow coordination, and AWS for cloud resource monitoring via REST APIs using MID Server.

• Configured Event Management integrated with network monitoring platforms, implementing event correlation rules, automated incident creation for critical infrastructure alerts, and enrichment processes that attached topology information.

• Delivered executive dashboards providing real-time ITSM metrics including SLA performance tracking, incident backlog trends, change success rates, problem resolution effectiveness, and knowledge article utilization statistics.

• Supported platform upgrades from previous versions to current releases, performing clone environment validation, comprehensive regression testing of customizations, update set conflict resolution, and post- upgrade stabilization activities.

• Conducted process improvement workshops with service owners from infrastructure, applications, security, and business units to identify inefficiencies, design automation solutions, and implement scalable workflows.

• Developed Change Management workflows with CAB scheduling automation, risk assessment integration, approval matrices based on change type and impact, and post-implementation review processes ensuring change governance.

• Configured Problem Management workflows linking related incidents, implementing root cause analysis tracking, known error database maintenance, and workaround documentation ensuring knowledge capture.

• Built Incident Management workflows with intelligent assignment logic based on categorization, priority- based SLA definitions, automatic escalation for breaches, and major incident management processes for high-impact outages.

• Implemented Knowledge Management with article lifecycle workflows, approval processes for publication, usage tracking analytics, feedback collection mechanisms, and search optimization ensuring self-service effectiveness.

• Configured notifications and email templates throughout ITSM workflows ensuring stakeholders received timely updates on ticket status, approval requirements, SLA warnings, and resolution communications.

• Developed custom reports for service delivery metrics, creating scheduled distribution to department managers covering team performance, resolution times, backlog aging, and SLA compliance trends.

• Integrated ServiceNow with corporate authentication systems using LDAP protocols, implementing single sign-on capabilities, automated user provisioning based on Active Directory groups, and role synchronization.

• Configured SLA definitions with escalation workflows, notification triggers, and pause conditions based on assignment group, priority levels, and business hours ensuring realistic service delivery commitments.

• Participated in Agile development practices including sprint planning, user story refinement, development iterations, and retrospectives contributing to continuous platform enhancement.

• Documented technical configurations including customization details, integration specifications, workflow designs, and administrative procedures supporting knowledge transfer and platform governance. Ashley Furniture Industries JavaScript Developer May 2014 – March 2016

• Implemented foundational ITSM modules including Incident Management, Change Management, and Request Management establishing core service delivery capabilities aligned with organizational support processes.

• Configured Service Catalog with approval workflows for IT equipment requests, software access provisioning, and business service requests, implementing dynamic variable sets and conditional questions based on user selections.

• Developed UI Policies for dynamic form behavior, UI Actions for custom form buttons and operations, and Client Scripts for real-time field validation enhancing user experience and ensuring data quality.

• Built CMDB infrastructure establishing CI classes for servers, applications, network devices, and business services, configuring relationship types and implementing data integrity rules for accurate configuration tracking.

• Integrated ServiceNow with Active Directory for automated user provisioning, authentication via LDAP protocols, and group-based role assignment ensuring synchronized user management.

• Created custom reports and dashboards providing leadership visibility into IT operations including incident volumes, resolution times, change success rates, and request fulfillment performance.

• Developed Business Rules for automated ticket routing based on categorization, field population workflows, email notifications on status changes, and data transformation processes.

• Configured SLA definitions with priority-based response and resolution targets, implementing escalation workflows for approaching breaches and notification processes keeping stakeholders informed.

• Participated in Agile ceremonies contributing to sprint planning, backlog refinement, and retrospectives supporting continuous improvement of ServiceNow platform capabilities.

• Documented technical configurations including customization details, workflow designs, integration specifications, and administrative procedures supporting platform adoption and knowledge transfer. Core Skills

ServiceNow Modules: ITSM, ITOM (Discovery, Event Management, Service Mapping), ITAM (HAM/SAM Pro), HRSD, CSM, FSM, GRC/IRM, SPM/PPM, APM, SecOps, Vulnerability Response, DevOps, AIOps, ORM, FSO, CMDB, CSDM, Configuration Compliance, App Engine Studio, Virtual Agent, Now Assist AI Development & Scripting: JavaScript, GlideScript, GlideAjax, Script Includes, Business Rules, UI Policies & Actions, Client Scripts, Flow Designer, IntegrationHub, ACLs, AngularJS Integrations & APIs: REST, SOAP, MID Server, Webhooks, OAuth 2.0, API Development Cloud & Infrastructure: AWS, Azure, GCP, Active Directory, LDAP, SCCM, JAMF Monitoring & Security Tools: SolarWinds, Splunk, Dynatrace, Qualys, Tenable Other Systems: Workday, Jira, SAP, Oracle, Microsoft Publisher Packs Methodologies: Agile/Scrum, Waterfall, ITIL v3/v4, DevOps, SDLC Configuration & Administration: Service Portal, Service Catalog, CMDB Modeling, Notifications, Approvals, Dashboards, Performance Analytics, Predictive Intelligence, Reporting Education

Bachelor of Science in Computer Science 2014

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