Senior ServiceNow Developer with 9+ Years Experience
Resume:
MD HASSAN ALI
SENIOR SERVICENOW
DEVELOPER
U.S CITIZEN
Norcross, GA 30071
*************@*****.***
linkedin.com/in/hassan-ali-md
WORK SUMMARY
Experienced ServiceNow Developer with 9+ years of expertise in designing, developing, and customizing solutions across diffrent modules.
Managed platform administration tasks such as user access, roles, groups, and data security through ACLs and best practices.
Created and customized catalog items, record producers, and order guides to simplify service request fulfillment.
Implemented and optimized IT Service Management (ITSM) processes such as Incident, Problem, Change, and Request Management to align with ITIL standards.
Developed and maintained CMDB integrations and discovery processes ensuring accurate asset and configuration data across environments.
Configured IT Operations Management (ITOM) modules including Event, Discovery, and Service Mapping for enhanced visibility and automation.
Delivered Governance, Risk, and Compliance (GRC) solutions for policy, control, and risk management automation.
Built and supported Security Operations (SecOps) applications including Vulnerability Response, Threat Intelligence, and Incident Response.
Implemented Service Portfolio and Project Portfolio Management (SPM) modules to improve project tracking, demand management, and resource allocation.
Developed HR Service Delivery (HRSD) modules to streamline employee lifecycle management and case handling processes.
Worked with Now Assist and Virtual Agent to enhance user experiences with AI- powered automation and conversational workflows.
Integrated third-party systems and external tools through REST, SOAP, MID Server, and Flow Designer for seamless data exchange.
Followed ServiceNow best practices in scripting (client scripts, business rules, UI policies, Glide APIs) and performance optimization. EDUCATION
Masters of Social Science University of Rajshahi, Bangladesh JAN 2004 – DEC 2005
TECHNICAL SKILLS
JavaScript, GlideScript, HTML, CSS,
AngularJS, Jelly, JSON, XML,
PowerShell.
REST, SOAP, MID Server,
IntegrationHub, Web Services, JDBC,
Automated Test Framework, unit
testing, regression testing, and
Deployment validation.
Analytical and problem-solving
mindset
2
and third-party APIs.
MySQL, Oracle, Microsoft SQL Server.
EXPERIENCE
Senior ServiceNow Architect American Signature Inc. JULY 2022 – PRESENT
Key Responsibilities:
Managed end-to-end architecture, design, development, and operational governance of the global ServiceNow platform across multiple environments.
Architected scalable ITSM solutions and implemented workflows, automations, scripting, and integrations supporting Incident, Problem, Change, Request, and Knowledge processes.
Directed the design and expansion of the CMDB, including class modeling, CI relationships, reconciliation rules, and integration with Discovery and third-party data sources.
Implemented and optimized ITOM capabilities such as Discovery, Service Mapping, Event Management, Orchestration, and MID Server architecture to improve service visibility.
Developed custom applications, tables, Flow Designer automations, and IntegrationHub integrations to support firm-specific business processes and global operations.
Led a team of ServiceNow engineers, providing technical guidance, code reviews, solution direction, and hands-on mentorship to support platform maturity.
Managed platform upgrades, hotfixes, cloning, and patch cycles to maintain stability, compliance, and alignment with ServiceNow best practices.
Designed and implemented API integrations with monitoring tools, HR systems, SIEM platforms, IAM solutions, and cloud environments to streamline cross-system workflows.
Built automation scripts, scheduled jobs, business rules, UI policies, client scripts, and UI actions to enhance user experience and enforce process consistency.
Oversaw platform performance, security, access controls, ACLs, and encryption standards to maintain a secure and reliable enterprise environment.
Collaborated with leadership to define the ServiceNow roadmap, prioritize enhancements, and align platform capabilities with strategic business objectives.
Ensured consistent data quality across ITSM and ITOM by implementing validation rules, normalization logic, discovery schedules, and governance policies.
Led production support, root cause analysis, and continuous improvement efforts to reduce incidents, eliminate recurring issues, and increase automation.
Reviewed and approved technical designs, solution proposals, and architectural changes to maintain platform integrity and development standards.
Created dashboards, analytics, and reporting across ITSM and ITOM to provide visibility into service availability, operational performance, and compliance.
Managed on-call rotations and coordinated response for high-priority issues, ensuring minimal downtime and timely communication.
Supported Agile development practices including sprint planning, grooming sessions, backlog prioritization, and iterative delivery of enhancements.
Authored and maintained platform documentation, system diagrams, technical standards, and operational runbooks for global engineering teams. 3
Coordinated vendor activities, license usage, plugin evaluations, and performance tuning to optimize the platform’s operational footprint. Senior ServiceNow Developer BrandsMart USA
MAY 2019 – JUNE 2022
Key Responsibilities:
Designed and implemented IT Operations Management solutions to improve visibility, monitoring, and automation across infrastructure and services.
Configured Discovery schedules, credentials, and probes to automatically identify and map servers, applications, and network devices in the CMDB.
Built and maintained a clean and accurate Configuration Management Database by defining CI classes, relationships, and reconciliation rules.
Integrated CMDB data with ITSM processes such as incident, change, and problem management to ensure accurate impact analysis and root cause identification.
Implemented Service Mapping to create end-to-end views of critical business services and their underlying infrastructure components.
Developed Event Management dashboards and alert correlation rules to reduce noise and improve incident response efficiency.
Configured and automated orchestration workflows to perform routine operational tasks such as server restarts, password resets, and system checks.
Integrated monitoring tools such as SolarWinds, SCOM, and Dynatrace with ITOM for real-time event and performance data synchronization.
Implemented Discovery and Service Mapping best practices to ensure scalable, high-quality data for IT and business operations.
Developed health reports and dashboards for CMDB to track data completeness, accuracy, and relationship integrity.
Designed Service Portfolio and Project Portfolio Management solutions to improve visibility into strategic initiatives and resource utilization.
Configured demand, project, and resource management applications to support end-to-end project lifecycle tracking.
Automated approval flows, status reporting, and project financial tracking within SPM to improve decision-making and transparency.
Worked with business stakeholders to align projects, demands, and portfolios with organizational goals and capacity planning.
ServiceNow Admin / Developer Atlanta Oriental Inc. FEB 2016 – MAR 2019
Key Responsibilities:
Designed, configured, and maintained IT Service Management applications including Incident, Problem, Change, Request, and Knowledge Management.
Developed custom workflows, business rules, client scripts, UI policies, and notifications to automate ITSM processes.
Implemented SLAs, OLAs, and escalation rules to ensure timely resolution and performance tracking of incidents and requests.
Developed and optimized forms, lists, and dashboards for efficient user experience and better service visibility.
Configured Change Management workflows with CAB approvals, risk assessments, and automated change scheduling.
Integrated ITSM processes with CMDB, Discovery, and third-party systems to provide accurate data for incident and change impact analysis.
Monitored and maintained system performance, scheduled jobs, and update sets to ensure platform stability and version control.
4
Supported platform upgrades, patching, and feature deployments while maintaining compliance with organizational standards.
Created reports and performance analytics dashboards to track key ITSM metrics such as resolution time, backlog, and SLA compliance.
Collaborated with process owners and support teams to gather requirements and implement enhancements based on operational needs.
Conducted root cause analysis and implemented permanent fixes for recurring incidents and service disruptions.
Ensured data quality and process consistency across all ITSM applications through audits and automated validation.
Provided end-user training, documentation, and ongoing support to drive adoption and improve service management maturity.
CERTIFICATIONS
Certified ServiceNow Administrator (CSA)
Certified ServiceNow Application Developer (CAD)
ITILv4
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