Senior ServiceNow Developer & Architect (CAD)

Fahim Bin Shad

Tampa, FL *************@*****.*** 813-***-**** U.S. Citizen

Professional Summary:

ServiceNow Certified Application Developer with 8+ years of experience delivering end-to-end ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), IT Asset Management (ITAM), Human Resource Information Systems (HRIS), Strategic Portfolio Management (SPM), Security Operations (SecOps), and Governance, Risk, and Compliance (GRC) modules. Proven expertise in configuration, customization, and implementation of core modules including Incident, Problem, Change, Service Catalog, Discovery, CMDB, and more. Skilled in Agile, Scrum, and Waterfall methodologies, with strong client engagement, stakeholder communication, and leadership skills. Recognized for driving scalable platform solutions, cross-functional collaboration, and high-quality ServiceNow deployments using scripting, integrations (REST/SOAP), and architectural best practices.

Certifications

●ServiceNow Certified Application Developer (CAD)

●ServiceNow Certified System Administrator (CSA)

●ITIL V4

Education

Bachelor of Science in Computer Science

Technical Skills:

●ServiceNow Modules: ITSM, ITOM (Discovery, Event Management, Service Mapping), HRSD, ITAM (HAM/SAM), CSM, GRC, HRIS, SPM, SecOps

●Languages & Tools: JavaScript, GlideScript, HTML, CSS, jQuery, Bootstrap, AngularJS, SQL, C++, Power BI

●Integrations: REST, SOAP, Scripted APIs, LDAP, Service Graph Connectors, MID Servers

●Development Tools: Flow Designer, Service Catalog, UI Policies, Client Scripts, Business Rules

●Processes: Agile/Scrum, Waterfall, CI/CD, DevOps, Change Management, Incident Management

●Other: Update Sets, CMDB, Asset Lifecycle Management, Service Portals, Dashboards & Reporting

Soft Skills:

●Effective communication and interpersonal skills

●Strong analytical and problem-solving abilities

●Team collaboration and cross-functional leadership

●Time management and organizational skills

●Adaptability in dynamic project environments

●Customer-focused mindset and stakeholder engagement

●Mentoring and knowledge sharing across teams

Professional Experience

ServiceNow Lead Platform Developer

Astrica – Boston, Massachusetts December 2023 – Present

Responsibilities:

●Led end-to-end design, development, and implementation of enterprise ServiceNow solutions across ITSM, ITOM, CMDB, ITAM, HRSD, SPM/PPM, CSM, and GRC/IRM, ensuring alignment with business goals, ITIL v4, and platform best practices.

●Implemented scalable and maintainable solutions using Flow Designer, Integration Hub, App Engine Studio, Script Includes, Business Rules, UI Policies, Client Scripts, and Scripted REST/SOAP APIs.

●Owned CMDB strategy and governance, including CI class modeling, Discovery, Service Mapping, CSDM compliance, normalization, health dashboards, lifecycle management, and data quality remediation.

●Implemented and optimized ITOM capabilities (Discovery, Event Management, Orchestration, Cloud Management), enabling real-time infrastructure visibility, proactive incident resolution, automated remediation, and multi-cloud support using MID Servers.

●Led SAM and HAM implementations, integrating with CMDB, Discovery, SCCM, and Procurement to enable license compliance, reclamation, normalization, accurate asset tracking, and audit-ready reporting.

●Designed and delivered SPM/PPM solutions, including Demand, Project, Program, Resource, Agile, Time Card, and Roadmap Planning, partnering with EPMO to improve intake, prioritization, and executive visibility through dashboards and Performance Analytics.

●Delivered CSM and HRSD solutions, including Case & Knowledge Management, Employee Service Center, onboarding/offboarding workflows, Service Catalog, and Service Portal, improving self-service adoption and operational efficiency.

●Led GRC/IRM and SecOps implementations, including Risk, Policy, Audit, Security Incident Response, and Vulnerability Response, integrating with tools like Qualys and Splunk to automate risk assessments, control testing, and remediation workflows.

●Leveraged AI, ML, and Generative AI capabilities within ServiceNow, including Virtual Agent, Predictive Intelligence, AI Search, and custom GenAI/LLM workflows, to reduce manual effort and deliver intelligent self-service experiences.

●Designed integrations with AWS, Azure, Active Directory, SCCM, Jira, Splunk, vulnerability scanners, HRIS, and telecom systems, supporting secure, scalable, and event-driven architectures.

●Implemented CI/CD and DevOps practices for ServiceNow using Update Sets, Git, and release governance to ensure consistent and reliable deployments across environments.

●Built executive-level dashboards, reports, and KPIs to track SLAs, service performance, asset compliance, portfolio health, and operational metrics.

●Led platform upgrades, patching, and feature adoption, proactively recommending new ServiceNow capabilities to maximize ROI and platform maturity.

●Enabled enterprise-wide Digital Workflow transformation using ServiceNow Now Platform, adopting low-code/no-code development, reusable components, API-first design, and workflow standardization to accelerate delivery, improve scalability, and support rapid business change.

●Provided technical leadership and mentorship, conducting code reviews, setting development standards, and guiding junior developers and administrators.

●Implemented ServiceNow AIOps and automation-first strategies, leveraging Event Correlation, Operational Intelligence, Health Log Analytics, and Predictive AIOps to proactively detect issues, reduce alert noise, accelerate root-cause analysis, and improve service availability across hybrid and cloud environments.

Senior ServiceNow Developer

ALERA INSURANCE GROUP – Deerfield, Illinois Jan 2020 – Nov 2023

Responsibilities:

●Designed, developed, and customized enterprise ServiceNow solutions across ITSM, ITOM, CMDB, HRSD, SPM, SAM Pro, CSM, GRC, and SecOps using JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, and Integration Hub.

●Led end-to-end CMDB implementation aligned with CSDM, including CI class modeling, relationships, Discovery, Service Mapping, CI health, and tag-based service mapping validation with infrastructure teams.

●Implemented and optimized ServiceNow SAM Pro by configuring software models, discovery models, entitlements, publisher packs, recognition rules, and optimization dashboards to ensure license compliance and cost reduction.

●Researched vendor licensing models, product use rights, and metrics to accurately configure entitlements, contracts, and compliance reporting within SAM Pro.

●Built secure and scalable integrations using REST/SOAP APIs, MID Servers, and Integration Hub to connect ServiceNow with external platforms including Workday, monitoring tools, and security systems.

●Designed and implemented Virtual Agent solutions for IT and HR use cases, integrating Knowledge Base and Record Producers to improve self-service and reduce Tier-1 support volume.

●Developed HRSD solutions including Case Management, Lifecycle Events, HR Service Catalog, SLAs, workflows, Employee Center, and HR Performance Analytics dashboards for data-driven HR insights.

●Led Strategic Portfolio Management (SPM) and PPM/ITBM implementations, configuring demand intake, project workspace, resource and cost plans, time cards, dashboards, and reports aligned with EPMO goals.

●Customized Vendor Risk, Audit Management, and Security Operations modules, including risk scoring, vendor tiering, threat intelligence workflows, and STIX/TAXII integrations for automated IOC ingestion.

●Implemented Event Management and ITOM strategies focused on noise reduction, proactive incident alerting, and seamless monitoring tool integration to improve system stability and response times.

●Developed Performance Analytics dashboards and reports to track operational KPIs, SLA compliance, service health, and portfolio performance across IT and HR domains.

●Acted as a dual ServiceNow Administrator and Developer, managing user access, roles, ACLs, upgrades, patching, cloning, testing, and release management with minimal downtime.

●Participated in Agile/Scrum delivery using Jira and ServiceNow Agile tools, contributing to sprint planning, story refinement, development, testing, peer reviews, and retrospectives.

●Conducted unit testing, defect resolution, and code reviews to ensure performance, security, scalability, and adherence to ServiceNow best practices and ITIL v3/v4 frameworks.

●Integrated ServiceNow with Jira to enable bi-directional synchronization of incidents, change requests, and Agile stories, improving cross-team visibility, streamlined defect tracking, and faster issue resolution across IT and development teams.

●Documented technical designs, configurations, integrations, processes, and user guides to support knowledge transfer and long-term platform sustainability.

●Integrated ServiceNow Vendor Risk Management with third-party assessment and security tools to automate vendor onboarding, risk assessments, issue tracking, and remediation workflows, improving third-party risk visibility and compliance.

●Collaborated closely with stakeholders, architects, business analysts, and leadership to translate business requirements into scalable ServiceNow solutions aligned with enterprise objectives.

●Demonstrated strong ownership and independence by delivering complex solutions end-to-end, supporting continuous improvement initiatives, and mentoring teams in advanced ServiceNow capabilities.

ServiceNow Administrator

BAPTIST HEALTH – Jacksonville, Florida Aug 2018 – Jan 2020

Responsibilities:

●Administer and support the ServiceNow platform on a daily basis, managing users, roles, groups, and ACLs to ensure secure, compliant access across ITSM and related modules in a healthcare environment.

●Configure, maintain, and support core ITSM processes including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB, aligning workflows with ITIL best practices and healthcare operational needs.

●Monitor platform health, performance, and availability, proactively identifying issues, performing root cause analysis, and coordinating with developers and vendors to ensure system stability.

●Support ServiceNow upgrades, hotfixes, patches, and clone activities by performing pre- and post-upgrade testing, validation, and issue resolution to maintain platform reliability.

●Maintain CMDB data quality by reviewing CI accuracy, managing Discovery schedules, resolving duplicates, and ensuring alignment with CSDM standards to support reporting and downstream processes.

●Develop and maintain reports, dashboards, and Performance Analytics indicators to track SLA compliance, service performance, operational trends, and healthcare system availability.

●Support and administer Service Catalog items, request workflows, and approvals to improve self-service adoption and reduce manual effort for IT and clinical support teams.

●Assist with Virtual Agent, Knowledge Base, and self-service portal administration to enhance user experience and support modern, AI-driven ServiceNow capabilities.

●Monitor and support integrations between ServiceNow and third-party systems (such as monitoring tools, identity systems, and healthcare applications) using MID Servers and standard integration methods.

●Enforce platform governance, configuration standards, naming conventions, and best practices to ensure data consistency, upgrade compatibility, and long-term platform scalability.

●Provide end-user and IT support, including troubleshooting platform issues, resolving access problems, and assisting clinicians and staff with ServiceNow requests and workflows.

●Maintain clear documentation for configurations, system changes, operational procedures, and administrative activities to support audits, compliance, and knowledge continuity.

●Collaborate with developers, business analysts, process owners, and healthcare stakeholders to gather requirements, test enhancements, and support Agile sprint activities.

●Support security and compliance initiatives by assisting with access reviews, audit evidence collection, and adherence to healthcare regulatory requirements through controlled platform configurations.

●Administer notifications, SLAs, and escalation rules to ensure timely communication and resolution of critical healthcare IT services and patient-supporting systems.

●Assist in data imports, exports, and scheduled jobs using Import Sets and Transform Maps to maintain accurate operational and clinical support data within ServiceNow.

●Track and manage ServiceNow licenses, plugins, and feature activations, ensuring cost-effective usage and alignment with organizational and platform roadmap goals.

●Support platform resilience and continuity by assisting with backup validation, failover coordination, and operational readiness for healthcare-critical systems.

●Analyze platform usage and adoption trends, identifying opportunities to simplify workflows and improve ServiceNow usability for clinical and non-clinical users.

●Assist in maintaining data privacy and information security controls by supporting field-level security, data masking, and role-based access for sensitive healthcare information.

●Coordinate with vendors and internal support teams to manage ServiceNow incidents, platform defects, and support tickets, ensuring timely resolution and minimal impact to healthcare operations.

ServiceNow Admin / Developer

UNIVERSITY OF CALIFORNIA – Santa Barbara, CA Jan 2017 – Aug 2018

Responsibilities:

●Develop and configure ServiceNow applications and modules including Incident, Problem, Change, Request, Knowledge, and CMDB, aligning with business requirements and ITIL best practices.

●Support CMDB maintenance by defining CI classes, relationships, and attributes; assist with Discovery configuration and CI reconciliation efforts.

●Develop reports and dashboards within ServiceNow SAM to provide insights into software usage, compliance risks, and cost optimization opportunities.

●Write, test, and debug server-side and client-side scripts such as Business Rules, Script Includes, UI Policies, Client Scripts, and Scheduled Jobs using JavaScript and Glide APIs.

●Build and customize workflows using Flow Designer and Workflow Editor to automate IT service processes and improve operational efficiency.

●Developed reusable flows in Flow Designer and configured out-of-the-box and custom Integration Hub spokes to automate data exchange with external systems like Jira, Workday, and Azure AD.

●Leverage ServiceNow ITSM Pro features such as Virtual Agent, Predictive Intelligence, and Performance Analytics to improve self-service and reduce manual work.

●Implemented and customized Hardware Asset Management (HAM) and Software Asset Management (SAM) processes, including asset lifecycle workflows, stockroom automation, and integration with procurement systems to improve asset tracking and reduce manual overhead.

●Implemented Employee Document Management, including document templates, secure storage, and access policies aligned with legal and HR compliance requirements.

●Collaborated with HR stakeholders to configure Case Management categories and workflows, ensuring accurate routing, notifications, and resolution tracking for employee requests.

●Collaborate with business analysts, administrators, and other developers to translate functional requirements into technical designs and implement reliable solutions.

●Perform unit testing, debug issues, and resolve defects as part of ongoing development and enhancement cycles.

●Implemented core components of ServiceNow PPM including Project Tasks, Demands, Timesheets, and Resource Requests, utilizing Workflows, Script Includes, and Service Catalog items to automate intake-to-execution project lifecycle processes.

●Create and update knowledge articles, technical documentation, and configuration records to support platform governance and operational continuity.

●Built and enhanced CSM Case Management workflows and Customer Portal, enabling self-service capabilities, automated case assignments, and integrated knowledge search to improve customer satisfaction and reduce ticket volume.

●Configured Field Service Management (FSM) features such as work order creation, technician scheduling, and mobile dispatching to support real-time issue resolution in customer environments.

●Build reports, dashboards, and Performance Analytics widgets to provide real-time visibility into SLAs, KPIs, and service metrics.

●Adhere to ServiceNow development standards and governance policies, ensuring secure, maintainable, and upgrade-friendly configurations.

●Support platform upgrades, patches, and release management by conducting impact analysis and regression testing.

●Follow ITIL-aligned practices and contribute to continuous improvement initiatives in ITSM and platform operations.

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