Lead ServiceNow Developer - ITSM/ITOM & HRSD Expert

Irfan Malick

Lead ServiceNow Developer Enterprise Automation ITSM ITOM HRSD CSM

GRC SPM

**************@*****.*** 202-***-**** Washington, DC 20001

SUMMARY

For over 12+ years, I've dedicated my career to building ServiceNow solutions that truly make a difference for the teams using

them leading the design of ITSM, ITOM, HRSD, CSM, and SecOps workflows, developing integrations with systems like Workday and

Azure AD, and creating automation that streamlines work across entire organizations. I'm driven by collaboration and problem

solving, partnering with people to understand their needs and translating them into secure, scalable platform designs. I'm

passionate about strong platform governance, improving CMDB accuracy, and leveraging automation and Al to deliver smarter

operations, and I take pride in mentoring teams and helping others grow their ServiceNow capabilities.

Technical SKILLS

ServiceNow Expertise CMDB & ITOM

ITSM, ITOM (Discovery, Service Mapping, Event Mgmt), HRSD, CI Class Modeling, Discovery Optimization, Service Mapping,

CSM, GRC, SPM, FSM, SecOpsSPM, App Engine Studio, Service Event Mgmt, Health DashboardsOperational Intelligence,

Portal, Next Experience (UI Builder) Dependency Views

Automation & Intelligence Security & Governance

Virtual Agent, Predictive Intelligence, Orchestration ACLS, RBAC, Scoped App Security, Encryption, Domain

WorkflowsATF (Automated Testing Framework), Al Search Separation, ITIL v

Integrations Development & Platform Engineering

IntegrationHub, REST/SOAP APIs, MID Server, OAuth 2.0, SAML, JavaScript, Glide API, Business Rules, Script Includes, Ul

Microsoft Entra ID (Azure AD)Workday, SAP, Jira, AWS, Epic Policies, Client ScriptsFlow Designer, Subflows, Service Portal

Systems Widgets, UI Builder Components

DevOps & Delivery

Git, Jenkins, ServiceNow DevOps, CI/CD Pipelines, Update Sets,

Unit Testing, Agile 2.0

Certifications

ServiceNow Certified System ServiceNow Certified Implementation ServiceNow Certified Application

Administrator (CSA) Specialist (ITSM) Developer (CAD)

ITIL v4 Foundation

PROFESSIONAL EXPERIENCE

Lead Service Now Developer 10/2022 – Present

Riverbend IT Solutions

•Lead end to end ServiceNow development initiatives focused on automation, platform scalability, and

enterprise workflow transformation.

•Architect secure integrations with Workday, Azure AD, and SAP to support data synchronization and

improved employee experiences.

•Improve CMDB accuracy and service mapping by optimizing discovery schedules, CI modeling, and

dependency mapping.

•Establish platform security frameworks leveraging ACLS, RBAC, scoped app architecture, and

governance controls.

•Oversee performance tuning, upgrade planning, and continuous improvement cycles.

•Collaborate with architects, business partners, and engineering teams to deliver aligned, high value

solutions.

Senior ServiceNow Developer 03/2018 – 09/2022

Great Plains Tech Services

Designed and implemented enterprise workflows across ITSM, HRSD, ITOM, and custom scoped

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applications.

Translated complex business requirements into scalable, maintainable configurations and application

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architectures.

Built integrations for HR, IT, and financial systems to create unified and automated cross-department

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processes.

Developed advanced automation using Flow Designer, IntegrationHub, and custom logic.

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Participated in Agile ceremonies, QA planning, UAT support, and platform governance.

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Authored technical documentation and provided best-practice guidance for long-term platform

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maturity

ServiceNow Consultant 08/2015 – 04/2018

Dakota Workflow Solutions

Delivered customized ITSM and CSM implementations aligned with client specific business

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requirements.

Designed user friendly Service Portal experiences and custom widgets to enhance usability.

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Configured workflows, Ul policies, client scripts, and automation rules for improved operational

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efficiency.

Supported platform upgrades, automated testing, and validation of enhancements.

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Integrated ServiceNow with collaboration platforms and directory services to enhance communication

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and identity management.

ServiceNow Developer 02/2012 – 07/2015

Northern IT Services

Built and maintained ServiceNow applications supporting IT operations and service management.

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Configured catalog items, service workflows, and end to end request fulfillment processes.

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Administered CMDB and Discovery to maintain reliable infrastructure visibility and Cl data quality.

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Developed dashboards and reports to track service delivery and operational performance trends.

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Troubleshot incidents and optimized platform configurations for stability and efficiency.

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Provided user training, documentation, and technical support across teams.

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EDUCATION

Bachelor of Science

University of the Punjab

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