Senior ServiceNow Architect and Developer (ITSM/ITOM/CMDB)

TANVIR CHOWDHURY

Plano, TX, ***** • **************@*****.*** • +1-469-***-**** • LinkedIn

PROFESSIONAL SUMMARY

• Senior ServiceNow developer and architect with 10+ years of specialized technical expertise delivering enterprise solutions across ITSM, ITOM, CMDB, IRM, GRC, SPM, HRSD, CSDM, and ITAM including HAM and SAM Pro.

• Extensive experience architecting and implementing ITOM capabilities including Discovery, Service Mapping, Event Management, MID Server architecture, and operational integrations.

• Deep hands-on expertise designing, normalizing, reconciling, and maturing CMDB aligned to CSDM standards, service models, relationship rules, and lifecycle governance.

• Delivered end-to-end ITSM implementations including Incident, Problem, Change, Request, Service Catalog, Knowledge, CM and overall process optimization.

• Strong experience building and maturing ITAM capabilities including HAM, SAM Pro, reconciliation rules, license models, software normalization, and asset lifecycle governance.

• Skilled in HRSD implementations including Case Management, Lifecycle Events, Employee Center, Document Management, and complex HR integrations.

• Proven ability delivering IRM and GRC solutions for policy management, risk, controls, continuous monitoring, audit, and regulatory compliance automation.

• Expert in SPM including Demand, Project, Agile, Resource Management, roadmapping, scorecards, and portfolio reporting.

• Designed and developed scoped applications, data models, ACLs, business rules, Script Includes, Flow Designer automation, and advanced server-client scripting.

• Strong experience developing Service Portal widgets, custom UI pages, branding, and user experience enhancements.

• Delivered multiple integrations using REST, SOAP, webhooks, API orchestration, MID Server, and external system connectors across on-prem and cloud environments.

• Active contributor to ServiceNow best practices, community solutions, platform governance, documentation standards, and enterprise architecture alignment.

• Experienced in configuring and enhancing CSM capabilities including case workflows, communication channels, engagement management, and leveraging new platform features like Next Experience UI, AI-powered case insights, and workspace enhancements.

• Strong ServiceNow administration background handling access management, ACL design, instance upgrades, performance tuning, data management, and adoption of newly released platform capabilities across modules. TECHNICAL SKILLS

Scripting & Programming:

JavaScript, Glide APIs, HTML, CSS, JSON, XML, Script Includes, Business Rules, Client Scripts, Java, SQL. Integrations & Servers:

REST, SOAP, MID Server, JDBC, Webhooks, OAuth, Apache Tomcat, WebSphere, WebLogic. Databases & Platforms:

MySQL/MariaDB, Oracle, MS SQL Server, Windows Server, Linux. Methodologies & Soft Skills:

Agile, Scrum, SDLC, problem-solving, communication, stakeholder engagement, leadership, time management. ServiceNow Versions

New York, Orlando, Rome, San Diego, Tokyo, Utah, Vancouver, Washington, Xanadu, Yokohama. EMPLOYMENT HISTORY

SENIOR SERVICENOW ARCHITECT SEP 2022 - Present

Liberty Mutual Insurance

• Defined and evolved the enterprise ServiceNow platform architecture and long-term roadmap aligned with business and IT strategy.

• Led end-to-end solution design across multiple ServiceNow capabilities to deliver scalable, secure, and resilient platform solutions.

• Established and enforced platform standards, architectural guardrails, design patterns, and governance frameworks.

• Provided architectural leadership to ensure solutions met requirements for security, data integrity, performance, and upgradeability.

• Partnered with enterprise architects, platform teams, and product owners to position ServiceNow within the broader enterprise ecosystem.

• Designed large-scale, enterprise implementations supporting multiple business domains and global operations.

• Drove adoption of new ServiceNow releases, features, and innovations to maximize platform value and business outcomes.

• Developed reference architectures, reusable frameworks, and standardized design templates to accelerate delivery.

• Oversaw integration architecture using REST, SOAP, JDBC, and middleware patterns to enable seamless system connectivity.

• Ensured consistent data modeling, workflow design, and reuse across the platform to improve maintainability and user experience.

• Guided teams on CMDB strategy, discovery alignment, data governance, and service modeling best practices.

• Provided hands-on architectural input for custom applications, workflow automation, and advanced platform configurations.

• Supported AI, automation, and advanced analytics adoption to enhance operational efficiency and customer experience.

• Led architecture reviews and design approvals to ensure compliance with enterprise standards and best practices.

• Mentored ServiceNow engineers and architects, fostering a strong community of practice and technical excellence.

• Collaborated closely with business stakeholders to translate strategic objectives into actionable platform solutions.

• Contributed to enterprise technology planning, investment prioritization, and capability roadmapping.

• Ensured alignment with security, compliance, and data privacy requirements across all ServiceNow solutions.

• Promoted continuous improvement by identifying opportunities to optimize platform performance, cost, and usability.

• Acted as the primary ServiceNow architectural authority, providing thought leadership and strategic guidance across initiatives.

SENIOR SERVICENOW DEVELOPER/CONSULTANT JULY 2018 – AUG 2022 T-MOBILE, USA

• Implemented full ITOM capabilities including Discovery, Service Mapping, Event Management, and operational integrations to improve service visibility and automation.

• Designed and maintained MID Server architecture, schedules, credentials, probes, and patterns for reliable discovery coverage across hybrid environments.

• Built and optimized CMDB class models, relationships, reconciliation rules, identification patterns, and lifecycle workflows aligned with CSDM guidance.

• Performed CMDB data quality improvements including normalization, health dashboards, audits, and automated remediation processes.

• Enabled ITOM Health and Event Management by configuring alert rules, correlation, monitoring integrations, and operator dashboards.

• Supported cloud discovery and integrations for AWS, Azure, and GCP, ensuring accurate resource mapping and updated CI lifecycle data.

• Worked with infrastructure teams to refine service maps, update CI relationships, and maintain dependable application and service models.

• Implemented GRC policy management, risk statements, controls, indicators, and continuous monitoring workflows for enterprise governance.

• Developed IRM solutions for risk assessments, issues, remediation plans, automated evidence collection, and regulatory compliance tracking.

• Integrated GRC and IRM with CMDB and ITSM processes to automate risk scoring, change impact analysis, and control validation.

• Created workflows, notifications, UI actions, and automation scripts to streamline risk, compliance, discovery, and mapping processes.

• Worked on data imports, transformations, schedule configurations, and reconciliation logic to maintain consistent asset and configuration data.

• Conducted stakeholder workshops to gather requirements, refine user stories, and define functional improvements across ITOM and GRC programs.

• Provided platform enhancements, upgrade support, troubleshooting, and performance tuning for ITOM, CMDB, GRC, and IRM applications.

• Delivered documentation, solution designs, dashboards, and operational runbooks supporting long-term operational maturity and governance.

SENIOR SERVICENOW ADMIN/DEVELOPER SEP 2022 - MAY 2018 OLD NATIONAL BANK

• Managed user administration including roles, groups, and access controls to ensure secure platform operations.

• Performed instance maintenance tasks including upgrades, cloning, health checks, and troubleshooting platform issues.

• Configured UI policies, client scripts, business rules, notifications, and system properties to support business processes.

• Managed update sets, code reviews, migrations, and ensured alignment with ServiceNow development standards.

• Maintained data quality through scheduled jobs, imports, transform maps, and reconciliation processes.

• Configured SLAs, workflows, catalog items, record producers, and automation to optimize operational efficiency.

• Handled integrations using REST, SOAP, API authentication, and MID Server for seamless enterprise connectivity.

• Monitored instance performance, optimized scripts and workflows, and resolved bottlenecks.

• Supported platform governance, change management, release planning, and documentation for continuous improvement.

• Collaborated with stakeholders to translate requirements into configurations and scalable ServiceNow solutions.

• Configured SPM modules including Demand, Project, Resource, and Portfolio Management with workflows and dashboards.

• Developed roadmaps, prioritization methods, scoring models, and reporting to drive strategic decision- making in SPM.

• Designed CSDM-aligned service models, application services, and CI relationships for accurate service mapping.

• Ensured CMDB structures and relationships adhered to CSDM standards for business and technical services.

• Integrated SPM and CSDM data with ITSM and ITOM workflows to maintain consistent service lifecycle management.

EDUCATION

BACHELOR OF SCIENCE (Business Management) National University, Bangladesh - 2006 CERTIFICATIONS

• Certified ServiceNow Administrator – CSA

• Certified ServiceNow Application Developer – CAD

• Certified Implementation Specialist – CIS (ITSM, ITAM, ITOM)

• AWS Certified

• ITILv4 Foundation

Cer

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