Senior ServiceNow ITSM, IRM, GRC Specialist

ARIFUL ISLAM

****************@*****.*** +1-347-***-**** New York, NY 11378 USA LInkedIn

WORK SUMMARY

• An IT Professional with 15+ years of experience, including 12+ years of hands-on development, administration, and solution delivery on the ServiceNow platform.

• Extensive implementation and customization experience across ITSM, ITOM, IRM/GRC, ITAM/HAM/SAM(pro), CSM, HRSD, SPM, Discovery, CMDB, CSDM, Service Mapping, Event Management, Policy Compliance, Risk, Audit, Vendor Risk, Now Assist, AI Chatbot, Catalog, Reporting, Portals.

• Strong expertise in SDLC, Waterfall, V-Model, Agile, and STLC methodologies with proven delivery in enterprise environments.

• Led multiple end-to-end IRM implementations across Policy & Compliance, Risk, Audit, and Vendor Risk modules.

• Designed and configured advanced risk frameworks, scoring models, automated assessments, and continuous control monitoring through APIs and scheduled jobs.

• Implemented Policy & Compliance Management lifecycle with regulatory mapping to SOX, HIPAA, GDPR, NIST, and ISO 27001 frameworks.

• Integrated IRM with CMDB and ITSM processes to enable real-time risk, compliance visibility, and streamlined workflows.

• Configured Third-Party Risk Management with tiering, assessments, remediation, and procurement integration.

• Proven expertise in ServiceNow suite development including REST/SOAP integrations, Discovery, CMDB, Service Mapping, and Workflow automation.

• Hands-on experience with Microsoft Azure and AWS CloudWatch integrations, LDAP, SSO, and MID Server configuration.

• Designed and implemented CMDB architecture aligned with CSDM 4.0+ across enterprise- scale ServiceNow environments. Strong background in Discovery deployments in multi- datacenter environments and CMDB normalization aligned with ITIL processes.

• Experienced in module migrations, instance maintenance, platform upgrades, and production support for stable operations.

• Skilled in Glide, Jelly, and JavaScript scripting to automate workflows, data transformations, and system integrations.

• Built and maintained service-aware architectures through Service Mapping, Catalog workflows, and role-based access control.

• Strong collaborator with the ability to work independently, adapt to changing environments, and deliver clear communication and documentation. SKILL SUMMARY

ServiceNow versions: Yokohama,Xanadu, Washington, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji, Eureka, Dublin, Calgary, Berlin.

Programming: C, C++, Java, J2EE, SQL, PL/SQL, COBOL. Scripting: JavaScript, Jelly Script, HTML, Ajax, XML. Methodologies: SDLC, Waterfall, Agile, XP, Scrum.

Databases/Tools: Oracle 10g, MySQL, SQL, DB2, SQL Client, TOAD, SQL Developer, SEU, RLU, DDS, MS Access.

Web/App Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat. Platform/OS: Windows, Unix, Linux.

Soft Skills: problem-solving, excellent communication, stakeholder management, adaptability to changing priorities, strategic thinking, leadership and team collaboration, attention to detail, time management, proactive decision- making, and a strong commitment to continuous learning improvement. EDUCATION/CERTIFICATIONS

Bachelor of Business Administration (BBA) DARUL IHSAN University DHAKA ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist (ITSM, CMDB & Event Management) Agile Scrum Foundation

ITILv4

PROFESSIONAL EXPERIENCE

ServiceNow Architect (TC) CareSync Solutions Feb 2021 - Present

• I led the end-to-end architecture, design, and implementation of ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, SecOps, and Service Portal.

• Managed and mentored a team of ~10 offshore developers, ensuring high-quality delivery, coding standards, and best practices.

• Architected scalable, secure, and optimized platform solutions aligned with business goals and enterprise frameworks.

• Configured and customized applications using Glide scripting, Flow Designer, business rules, UI policies, client scripts, and script includes.

• Designed and delivered REST/SOAP API integrations, managing MID Servers, web services, authentication models, and secure data flows.

• Defined integration endpoints, payload structures, and workflow logic to support seamless system-to-system communication.

• Built and maintained CMDB architecture, CI classes, relationships, reconciliation, and data certification processes.

• Designed and implemented robust ACLs, RBAC, and platform security controls to meet compliance and governance requirements.

• Monitored platform health, performed performance tuning, and optimized log, job, and configuration management.

• Architected Service Portal solutions, developed custom widgets, and enhanced UX/UI for improved user experience.

• Enforced development standards, reusable frameworks, architectural patterns, and code- review processes across teams.

• Collaborated with business stakeholders to gather requirements, produce technical designs, and deliver scalable solutions.

• Handled high-priority incidents, performed root-cause analysis, and resolved complex platform issues.

• Automated business workflows using Flow Designer, workflows, subflows, orchestration, and custom integrations.

• Managed update sets, deployments, version control, and environment promotion strategies for multiple instances.

• Aligned solutions with ITIL best practices, ensuring process adherence across ITSM, ITOM, and ITAM functions.

• Implemented ServiceNow Discovery, Service Mapping, and Event Management integrations to support operational visibility.

• Conducted technical design reviews, architecture validation, and provided sign-off on major enhancements and releases.

• Worked closely with HR and Security teams to design HRSD and SecOps modules supporting enterprise processes.

• Evaluated platform upgrades, new features, and roadmap items, recommending improvements and modernization strategies.

Senior ServiceNow Developer FlowLogic Solutions July 2018 – Aug 2020

• Ensured Knowledge Articles were maintained, stable, and available to all clients without interruption during their working hours during the upgrade process.

• Implemented and customized ITSM processes including Incident, Problem, Change, Request, SLA, Knowledge, and Service Catalog with enterprise mobile workflows.

• Developed Service Portal themes, custom widgets, catalog front-end components, and end- to-end Knowledge Management aligned with KCS standards.

• Enforced advanced security controls for attachments and forms, creating ACLs and data protection measures across front-end and back-end.

• Designed and built complex Performance Analytics dashboards and widgets, enabling real- time reporting for business, audit, and operations.

• Implemented CMDB from the ground up, created complex transform maps and CI relationships, and established ongoing data governance.

• Delivered Service Mapping and pattern-based Discovery to populate and maintain an accurate service-aware CMDB.

• Managed Discovery deployments and MID Server strategies across multi-datacenter and hybrid cloud environments, optimizing patterns and credentials.

• Performed data normalization, reconciliation, and CMDB health enhancements to ensure configuration accuracy and compliance.

• Integrated multiple discovery sources and cloud provider APIs, ensuring hybrid cloud visibility and full lifecycle CI population.

• Implemented ITOM capabilities including Event Management, impact analysis, event-to- incident correlation, and monitoring improvements.

• Delivered PPM/SPM solutions including Project Portfolio, Resource, Demand, and Financial tracking to improve visibility and governance.

• Implemented ITAM/HAM/SAM processes including SAM agent deployment, license analytics, and harvesting strategies to optimize costs and entitlements.

• Developed and maintained integrations using IntegrationHub, REST/SOAP, eBonding, LDAP, SCCM, Azure, AWS, and PowerShell to synchronize identity, CMDB, and asset data.

• Built reusable workflows, UI Policies, Business Rules, Script Includes, Client Scripts, Data Policies, and scheduled jobs for process automation.

• Led platform upgrades, patching, regression testing, instance migrations, and production support for enterprise-scale environments.

• Conducted code reviews, created runbooks, delivered stakeholder training, and established best practices to support platform governance and adoption.

• Managed the rollover of new CSM features and enhancements, ensuring minimal disruption to ongoing customer service operations.

ServiceNow Developer \ Admin University of Arkansas Mar 2012 – June 2018

• Administered users, groups, roles, and access controls across ITSM, GRC, ITOM, and Service Mapping modules.

• Managed instance configurations, patches, upgrades, and migrations across development, test, and production environments.

• Scheduled and monitored import sets, transform maps, and data imports to maintain CMDB and asset data integrity.

• Configured notifications, SLA workflows, approvals, and escalations for enterprise ITSM and GRC processes.

• Provided platform support, conducted health checks, implemented best practices, and ensured compliance with governance standards.

• Implemented and maintained project workflows, portfolio structures, and financial management capabilities within the platform. Planned and designed migration of custom CMS portal to Service portal.· Implemented ITSM processes including Incident, Problem, Change, Request, SLA, Knowledge, and Service Catalog workflows for enterprise environments.

• Configured and maintained GRC/IRM modules including Policy & Compliance, Risk, Audit, Vendor Risk, automated workflows, and regulatory mapping.

• Developed Service Mapping and Discovery patterns, ensuring accurate CI population, real- time dependencies, and service-aware CMDB.

• Designed, built, and optimized ITOM processes including Event Management, Discovery, and monitoring for hybrid cloud environments.

• Created and maintained PPM/SPM portfolios, demand management applications, project workflows, and multi-project reports for strategic visibility.

• Integrated Splunk, SailPoint, and external ITSM tools with ServiceNow for seamless data flow and operational efficiency.

• Designed custom tables, fields, scripts, business rules, and automation to enhance PPM, ITSM, and ITOM functionality.

• Built, customized, and optimized Service Portals for ITSM, PPM, and GRC, improving user experience and minimizing load times.

• Integrated Service Portals with modules including Incident Management, Request Fulfillment, Knowledge Management, and Catalog workflows.

• Configured dashboards, Performance Analytics, and reporting to provide real-time insights for executives, auditors, and operational teams.

• Developed Discovery schedules, patterns, and MID Server configurations to ensure comprehensive coverage across on-premise and cloud environments.

• Implemented best practices for sensitive data management, CI reconciliation, and CMDB health improvement initiatives.

• Provided support and troubleshooting for Discovery, Service Mapping, ITSM, and GRC modules to maintain platform accuracy.

• Automated risk issue and remediation tracking, linking vulnerabilities, risks, and controls for traceability in GRC modules.

• Developed custom workflows, UI Policies, Data Policies, Client Scripts, Script Includes, and scheduled jobs for process automation.

• Managed integration with cloud providers, APIs, LDAP, SCCM, and external IT systems for ITSM, GRC, ITOM, and Service Mapping.

• Optimized CMDB data, enriched discovered assets, and created dependency views for impact analysis and proactive risk mitigation.

• Maintained project portfolio structures, financial tracking, and reporting dashboards within ServiceNow PPM/SPM modules.

• Delivered knowledge articles, workflows, and portal enhancements ensuring minimal disruption during upgrades and maintenance.

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