ServiceNow Architect - ITSM - Platform & Security Architecture Expert

Mahim Zaman (US Citizen)

Certified Senior ServiceNow Developer 2551 Hinsdale, Kissimmee, Florida 34741 +1-321-***-**** *************@*****.*** LinkedIn: www.linkedin.com/in/mahim-zaman Professional Summary

With over 8+ years of dedicated experience as a ServiceNow Developer worked on ITSM, ITAM, ITBM, HRSD, GRC, CSM, SECOPS and ITOM, I have cultivated a robust skill set and a deep understanding of ServiceNow’s capabilities. My career has been marked by a commitment to professionalism, ethical integrity, and a focus on developing efficient processes. I am an expert in designing and implementing efficient workflows and automation within ServiceNow to streamline business processes and improve operational efficiency. Develop custom applications and enhancements tailored to meet specific business needs, utilizing ServiceNow’s development tools and APIs. Advocate and implement best practices for ServiceNow development, including coding standards, change management, and documentation procedures to ensure consistency. Maintain transparency with stakeholders by providing honest updates, managing expectations, and addressing issues proactively. Proven track record of building and maintaining client relationships by understanding their needs and converting them to the solutions over delivering solutions that exceed expectations. Education and Certifications

Bachelor’s Degree, Computer Science Western Governors University.

CSA - Certified System Administrator.

CAD-Certified Application Developer.

CIS-ITSM- Certified Implementation Specialist in ITSM.

CIS-SIR- Certified Implementation Specialist in Security Incident Response.

ITILv4 - Information Technology Infrastructure Library. Awards & Honors

ServiceNow Community Rising Star – Recognized by the ServiceNow Community for active participation, valuable technical contributions, and peer support.

AI Innovation Excellence Award – Honored for embedding Gen-AI capabilities into a ServiceNow custom application, enhancing automation and user experience. Professional Experience

Senior ServiceNow Architect

Freedom Mortgage Mar 2023 – Oct 2025

Responsibilities

Lead the end-to-end architectural design and governance of the ServiceNow platform across multiple modules and enterprise functions.

Translate business requirements into scalable, secure, and maintainable ServiceNow solutions aligned with industry best practices.

Define the technical roadmap, platform strategy, and long-term architectural vision for ServiceNow adoption and expansion.

Architect complex integrations between ServiceNow and enterprise systems using REST, SOAP, web services, Integration Hub, MID Servers, and custom APIs.

Oversee CMDB architecture, data modeling, relationship mapping, reconciliation rules, and discovery strategies.

Guide module implementations across ITSM, ITOM, ITAM/SAM/HAM, SecOps, HRSD, CSM, or other advanced applications.

Establish platform governance, coding standards, guardrails, and architectural frameworks to ensure consistency and quality.

Review and optimize platform performance, scalability, security configurations, and compliance with organizational policies.

Lead technical design workshops, solutioning sessions, and architecture reviews with stakeholders, developers, and business partners.

Provide hands-on architectural oversight during development, ensuring adherence to best practices and platform integrity.

Conduct impact analysis and solution evaluations for new features, upgrades, integrations, and system changes.

Mentor developers, admins, and junior architects; promote best practices, reusable patterns, and technical excellence.

Partner with product owners and business leaders to define requirements, roadmaps, and delivery plans.

Drive instance hygiene, technical debt reduction, and continuous improvement initiatives.

Lead efforts for instance upgrades, regression planning, and platform optimization.

Architect automation strategies using Flow Designer, Orchestration, and Integration Hub spokes.

Ensure proper implementation of security models, including ACLs, roles, access controls, and data segregation.

Support pre-sales activities by providing solution architecture, estimations, and technical presentations when needed.

Produce high-quality architectural documentation, diagrams, standards, and design artifacts.

Serve as a subject matter expert for enterprise-scale ServiceNow transformations and multi-module programs.

Lead architectural design, governance, and strategic direction for the ServiceNow platform across enterprise environments.

Translate business requirements into scalable, secure, and maintainable ServiceNow solutions.

Architect and oversee integrations using REST, SOAP, web services, MID Server, Integration Hub, and custom APIs.

Design and maintain CMDB architecture, including data models, discovery strategies, reconciliation rules, and relationship mapping.

Drive implementation and optimization of modules such as ITSM, ITOM, ITAM/SAM/HAM, SecOps, HRSD, and CSM.

Establish platform governance, development standards, coding guidelines, and best practices.

Perform solution architecture reviews and ensure technical integrity across all development efforts.

Evaluate new features, perform impact analysis, and guide upgrade readiness and regression planning.

Optimize system performance, stability, and scalability through architectural improvements.

Lead technical workshops, design sessions, and stakeholder discussions to align solution design with business needs.

Architect automation and orchestration workflows using Flow Designer and Integration Hub.

Ensure proper implementation of security models, including ACLs, access roles, and data segregation.

Guide reduction of technical debt, reinforce instance hygiene, and drive continuous improvement.

Provide architectural mentorship to developers, administrators, and junior architects.

Collaborate with product owners and business leaders to define roadmaps, timelines, and delivery strategies.

Produce high-quality design documents, data flow diagrams, and architecture artifacts.

Contribute to pre-sales efforts by offering solution guidance, estimates, and technical presentations.

Lead enterprise-scale ServiceNow transformation programs and multi-module deployments. ServiceNow Developer

Elara Caring Apr 2019 – Feb 2023

Responsibilities

Integrated ServiceNow Security Incident Response with SIEM tools (like Splunk) for automated threat detection and prioritization.

Designed playbooks for vulnerability response, linking CMDB data to automate impact analysis and remediation tracking.

Worked closely with cross-functional teams to define domain boundaries, establish access policies, and implement role-based permissions across the organization.

My expertise extends to analyzing, designing, and crafting bespoke business applications, encompassing customization, workflow management, and JavaScript scripting.

Developed comprehensive end-to-end workflows for various service catalog items, including hardware requests, software installations, and access provisioning.

Supported GRC/IRM upgrades by testing customizations and remediating deprecated APIs.

Leveraged Flow Designer to automate intricate workflows, minimizing manual intervention, and designed approval paths that efficiently routed requests based on department, cost center, and urgency, improving request fulfillment speed.

Configured audit engagements with end-to-end task assignments, findings tracking, and remediation workflows.

Integrated GRC with external security and compliance tools (e.g., Archer, Qualys, cloud platforms) using REST APIs for continuous monitoring.

Supported GRC upgrades and enhancements, ensuring smooth migration of customizations and scripts.

Developed custom widgets to display real-time data, such as ticket statuses and service metrics, improving user experience and operational visibility.

Developed and implemented custom workflows within ServiceNow's Integrated Risk Management (IRM) module to streamline risk assessment and mitigation processes.

Configured risk frameworks and automated policy compliance tasks to enhance governance and regulatory.

Integrated IRM with third-party applications for real-time risk monitoring and improved decision-making.

Expertise in automating HR workflows using ServiceNow HRSD for improved employee service delivery.

Collaborated with compliance and audit teams to translate regulatory requirements into ServiceNow GRC solutions.

Integrated HRSD with third-party platforms to enhance data accessibility and process efficiency.

Automate workflows and optimize deployment pipelines to streamline operations and increase efficiency.

Utilize analytics tools to drive actionable insights and continuously improve operational performance.

Experience in implementing and optimizing the Common Service Data Model (CSDM) within ServiceNow.

I have expertise in aligning ITSM processes to enhance service mapping and CMDB accuracy.

Developed and managed ACLs, SLAs, and OLAs to track and enhance customer service performance.

Configured ITAM workflows to manage IT asset lifecycles, including hardware and software asset management (HAM, SAM) and license tracking, with automated asset discovery and reconciliation processes.

Proficient in configuring roles and permissions to ensure proper access control and data security, strong understanding of best practices for maintaining platform integrity and user accessibility.

Designed and developed custom dashboards and reports using performance analytics to provide real-time insights into project health, performance metrics, and key operational indicators.

Enhanced LDAP integrations, orchestrated Active Directory imports, and leveraged data sources and orchestration for seamless data integration across external applications. ServiceNow Developer

CVS Health Mar 2017 – Mar 2019

Responsibilities

Focused on understanding the core functionalities of the ServiceNow platform.

During the initial months, I immersed myself in learning and implementing essential components including UI Policies, UI Actions, Business Rules, Client Scripts, Script Includes, and Glide APIs.

I acquired a deep understanding of Workflows, which are critical for automating and streamlining business processes. This foundational knowledge enabled me to effectively manage and customize various aspects of the ServiceNow instance.

For five months, I joined a support development team responsible for ITSM Service Catalog Implementation.

My role involved working on support tickets, customizing catalog items, and developing catalog workflows.

I contributed to troubleshooting issues, refining service catalog components, and enhancing the overall user experience by addressing both technical and functional challenges.

Throughout my tenure, I gained hands-on experience in ServiceNow administration by managing day-to-day platform operations, including user management, access controls list, and system configurations.

I demonstrated expertise in creating and maintaining UI configurations, managing business rules, and ensuring the smooth operation of ServiceNow modules.

Worked with the CMDB, Incident, Change, Problem, Knowledge, and Request Management modules to align ITSM processes with ITIL best practices.

Collaborated with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations across ITSM, CSM, and other modules.

Translated business needs into functional and technical requirements, user stories, and acceptance criteria using Agile/Scrum methodologies.

Supported UAT (User Acceptance Testing) by preparing test cases, coordinating user feedback, and validating solution functionality.

Successfully delivered key administrative and support tasks, improved ServiceNow configurations, and contributed to the effective implementation of ITSM Service Catalog solutions.

Created and managed user accounts, groups, and roles within ServiceNow, ensuring proper access control and permissions. Assisted in configuring basic platform settings, including setting up forms, lists, and tables, and customizing the user interface as needed.

Supported the IT team by managing and resolving incidents and service requests within ServiceNow, following standard workflows and procedures. Performed routine platform maintenance tasks, such as monitoring system health, applying updates, and troubleshooting basic issues.

Learning and applying fundamental scripting techniques to automate tasks and customize workflows within the platform. Imported, exported, and managed data within ServiceNow, ensuring data integrity and consistency.

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