Senior ServiceNow Architect & Technical Lead

Sam Parakal

Senior ServiceNow Architect Technical Lead

Email: ***.*********@*****.*** 201-***-****

LinkedIn: https://shorturl.at/TJL1E Raleigh, NC (27616) Professional Summary

Senior/Lead ServiceNow Architect with 11+ years of experience designing, governing, and delivering enterprise-grade ServiceNow solutions across ITOM, ITSM, ITAM, HRSD, SecOps, IRM/GRC, and custom application development. Specialized in CMDB/CSDM architecture, Discovery & Service Mapping, workflow automation, platform modernization, and multi-module implementations.Strong background supporting Finance, Banking, Insurance, Healthcare, and Technology sectors, ensuring secure, compliant, scalable, and audit-ready ServiceNow ecosystems.Proven ability to lead architecture design, roadmap planning, cross- functional collaboration, and stakeholder management while mentoring teams and building governance frameworks that increase platform value and reduce operational risk.

Skills

• Core Expertise: ITOM (Event Management, Discovery, Service Mapping, AIOps, CMDB, CSDM 4.0), ITSM, HRSD (Lifecycle Events, COEs), ITAM (HAM Pro, SAM Pro), GRC/IRM, SecOps (Vulnerability Response), CMDB Governance, Service Portal, Next Experience, Platform Strategy

• Scripting & Configuration: JavaScript (GlideRecord, GlideSystem), Script Includes, Business Rules, Client/Server Scripts, UI Policies/Actions, Flow Designer, IntegrationHub, App Engine Studio, Scoped Applications, Scripted REST APIs

• Integrations: REST/SOAP APIs, Webhooks, OAuth 2.0, SAML SSO, MID Server, Service Graph Connectors, Azure AD, AWS/Azure Provisioning, Dynatrace, Splunk, SolarWinds, Qualys, SCCM, Intune, JAMF

• Front-End / UI Customization: Service Portal, UI Builder, AngularJS, React.js, HTML/CSS, Custom Widgets & Dashboards

• Cloud & Infrastructure: AWS, Azure, VMware, Docker/Kubernetes, Server & Network Fundamentals, Cloud Monitoring & Observability

• Platform Governance: CSDM Alignment, CMDB Workspace, Data Certification, Naming & Coding Standards, ACL/Roles, Security Alignment, Architecture Review Boards, Release & Upgrade Planning

• Delivery Practices: Agile/Scrum, SAFe, Git/GitHub/Azure DevOps, CI/CD, Automated Test Framework (ATF), Documentation, Performance Optimization, UAT/Test Strategy

• Emerging Focus Areas: AI/GenAI (Now Assist), Predictive Intelligence, AIOps & Self-Healing, Low-Code Enablement (AEMC), Mobile UX Optimization

• Leadership: Stakeholder Engagement, Cross-Functional Collaboration, Mentorship, Executive Communication, Solution Design, Roadmap Planning, Client Advisory

Experience

Fruition Partners

Lead ServiceNow Architect January 2021 – Present Finance/BFSI-focused architect delivering secure, compliant ServiceNow solutions supporting banking operations, insurance workflows, regulatory standards, and enterprise-scale IT modernization. Responsibilities:

• Led enterprise CMDB rebuild and CSDM 4.0 migration across multiple banking/insurance groups, improving data accuracy by 40% and compliance readiness for regulatory audits.

• Designed a unified ITOM architecture integrating Splunk, SolarWinds, Datadog, Dynatrace, and Service Graph Connectors, reducing MTTR by 35% and increasing event correlation accuracy by 30%.

• Modernized ITSM (Incident, Problem, Change, Request, Knowledge) and automated SLA governance, reducing ticket handling times by 20% and improving SLA compliance.

• Architected Discovery & Service Mapping across hybrid data centers and secure financial networks, achieving 95% CI coverage, reducing blind spots, and enabling risk-based change management.

• Delivered secure workflow automation using Flow Designer, IntegrationHub, and Orchestration, cutting manual triage and handoffs by 40%.

• Implemented ITAM (HAM Pro/SAM Pro) with SCCM/Intune/JAMF integrations, reducing software non-compliance exposure by 25%.

• Architected IRM/GRC frameworks—policy compliance, risk scoring, and audit workflows—strengthening regulatory posture for SOX & PCI-DSS-aligned processes.

• Developed custom Scripted REST APIs and integrations with financial systems, underwriting platforms, and claims processing tools to streamline data exchange.

• Delivered a secure Employee Center/Service Portal with role-based widgets and banking-compliant UI/UX standards.

• Established Platform Governance: naming conventions, code quality, ACL/role alignment, upgrade planning, AEMC guardrails, and release management.

• Led cross-functional architecture workshops, stakeholder reviews, and steering committees for executives and product owners.

• Implemented ATF test suites and Azure DevOps CI/CD pipelines, achieving 100% upgrade-safe deployments.

• Designed cloud provisioning workflows for AWS/Azure using IntegrationHub spokes, reducing provisioning time by 50%.

• Mentored engineers on architecture patterns, CSDM modeling, scripted logic, integration design, and technical documentation.

• Created multi-year platform roadmaps aligning ServiceNow capabilities with banking digitization initiatives. Fujitsu

Senior ServiceNow Engineer October 2012 – January 2021 Delivered enterprise ServiceNow solutions supporting global healthcare clients, medical operations, clinical asset tracking, patient journey automation, and large-scale technology modernization. Responsibilities:

• Implemented HR Service Delivery (HRSD) with lifecycle events and COE automation for healthcare onboarding, improving case resolution speed by 30% while maintaining HIPAA-friendly standards.

• Engineered ITOM Discovery & Service Mapping for clinical systems, devices, and cloud workloads, increasing operational visibility by 45%.

• Built ITAM solutions for healthcare asset management, integrating SCCM/JAMF/Intune to track clinical devices with 98% reconciliation accuracy.

• Delivered workflows to automate provider credentialing, patient-access processes, and IT support for clinical staff.

• Designed REST/SOAP API integrations between ServiceNow and EHR, lab, and diagnostic systems for real-time data synchronization.

• Developed AngularJS-based Service Portal dashboards to provide unified, role-based visibility for clinical support teams, improving operational awareness and day-to-day service efficiency.

• Built orchestration workflows for server restarts, access provisioning, and cloud automation, reducing manual efforts by 25%.

• Supported SecOps Vulnerability Response processes by integrating Qualys and Tenable scanners with ServiceNow, helping security teams accelerate vulnerability identification and remediation cycles.

• Designed Performance Analytics dashboards tracking SLA trends, CMDB health, and service availability for technical leadership.

• Crafted business rules, Script Includes, ACL configurations, and automated approvals strengthening IT governance.

• Established CMDB certification schedules, audits, and governance controls, increasing audit readiness across healthcare accounts.

• Created Git and Jenkins-based deployment pipelines to support controlled, repeatable, and upgrade-safe releases, improving release reliability and reducing deployment risks.

• Contributed to early App Engine/Scoped App pilots for internal tools and healthcare workflow extensions.

• Performed production support, RCA analysis, outage reviews, and platform optimization for global healthcare customers.

• Mentored junior ServiceNow developers and analysts by providing technical guidance and best-practice coaching, improving overall team capability across ITSM, ITOM, and HRSD modules. Education

Bachelor of Technology (B. Tech)

Jawaharlal Nehru Technological University (JNTU), India – 2012

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