ServiceNow Solutions Architect with 14+ Years Experience

Mushan Blake

SERVICENOW SOLUTION ARCHITECT

**.******@*****.*** 240-***-**** Annapolis, Maryland, 21401 ServiceNow Architect

ServiceNow Architect with 14 years of experience delivering enterprise solutions across IT Service Management

(ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), Customer Service Management (CSM), and Human Resources Service Delivery (HRSD). Skilled in building custom applications, automating workflows, and integrating ServiceNow with systems like SAP, Workday, and Azure Active Directory (Azure AD) using REST APIs. Experienced in developing Al-powered Virtual Agents, enhancing Service Portals with AngularJS and React, and optimizing performance through Glide scripting and configuration. Strong collaborator with a focus on aligning platform capabilities to business goals and mentoring development teams PROFESSIONAL EXPERIENCE

Senior ServiceNow Architect, GlideFast Consulting

Led a team of 5 ServiceNow developers to design and deploy ITSM/ITOM solutions for Fortune 500 clients.

Architected zero-downtime upgrades for ServiceNow instances. 01/2020 – Present

Built custom ServiceNow applications to streamline asset and request management. Integrated ServiceNow with SAP, JIRA, and Azure AD using REST APIs. Optimized performance metrics by refining Glide scripts and UI policies. Worked on multiple contractual projects across telecom and healthcare sectors. ServiceNow Developer, BA Insight

Automated ITSM workflows (Incident, Change, Problem Management) Built custom portals with AngularJS for end-users, improving self-service 07/2016 – 12/2019

Migrated legacy systems to ServiceNow, including CMDB normalization. Implemented Al-powered chatbots (Virtual Agent) for Tier-1 support. Created custom reports and dashboards for leadership, improving visibility into SLA compliance.

Ensured platform compliance with federal IT standards and security protocols. Junior Systems Analyst, SHAW Software LLC

Provided technical support and troubleshooting for ServiceNow platform issues. Automated report generation using JavaScript and scheduled jobs. 05/2013 – 06/2016

Assisted in ServiceNow upgrades and patch deployments. Configured email notifications and alerts for IT teams. Collaborated with security teams to implement role-based access controls (RBAC) IT Intern, InnoVision Solutions (Contract)

Assisted with user support and troubleshooting for hardware, software, and network issues.

Participated in early-stage ServiceNow rollout to track helpdesk incidents. 01/2012 – 04/2013

Created basic automation scripts using JavaScript to streamline data entry tasks. Shadowed senior developers and gained hands-on experience in ITSM workflows and change management.

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EDUCATION

Bachelor of Computer Science, George Mason University CORE COMPETENCIES

Modules

ITSM (IT Service Management), ITOM (IT Operations

Management), CMDB (Configuration Management

Database), ITBM (IT Business Management), Project

Portfolio Management (PPM), CSM (Customer Service

Management), HRSD (Human Resources Service

Delivery)

Development

JavaScript, Glide Scripting, AngularJS, React, Python, PowerShell

Databases

MySQL (Structured Query Language), MongoDB,

NoSQL database

Integrations & APIs

REST (Representational State Transfer), SOAP (Simple Object Access Protocol) APIs, MID Server

(Management, Instrumentation, and Discovery

Server), LDAP (Lightweight Directory Access Protocol), SSO (Single Sign-On)

DevOps & CI/CD Tools

Git, Jenkins, Continuous Integration/Continuous

Deployment (CI/CD) tools

Agile Methodologies

Scrum, SAFe (Scaled Agile Framework)

ACHIEVEMENTS

Led the successful delivery of 15+ enterprise-grade ServiceNow implementations across ITSM, ITOM, and HRSD modules, aligning technical solutions with strategic business objectives and stakeholder expectations.

Collaborated with cross-functional teams to integrate ServiceNow with SAP, Workday, Azure AD, and JIRA via REST APIs, streamlining data exchange and automating business processes. Designed and implemented Al-powered Virtual Agents using NLU and topic models to automate Tier-1 support, reducing ticket volume and improving first-contact resolution times. Drove CMDB normalization and legacy system migrations as part of enterprise-wide digital transformation initiatives, ensuring data integrity and minimizing service disruption. CERTIFICATIONS

Certified Scrum Master (CSM)

Certified Application Developer

(CAD)

Certified Implementation

Specialist – IT Service

Management (ITSM)

ITIL v4 Foundation

Certified System Administrator

(CSA)

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