Senior ServiceNow Developer/Administrator Expert

Nuzhat Qazi

Senior ServiceNow Developer/Admin

Collegeville, PA 19426 267-***-**** ******@*****.*** LinkedIn Certifications

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist – Customer Service Management (CIS-CSM)

Certified Implementation Specialist – Human Resources (CIS-HR)

ServiceNow Certified Application Developer (CAD) Professional Summary

ServiceNow Expert with 13+ years of experience delivering enterprise-scale solutions across ITSM, ITOM, ITAM (HAM Pro, SAM Pro), HRSD, CMDB, CSM, GRC/IRM, SecOps, SPM, and FSO. Strong expertise in ServiceNow development, integrations

(REST/SOAP), workflow automation, and CMDB governance, with hands-on experience in Discovery, Service Mapping, Event Management, AIOps, and Virtual Agent. Proven track record of implementing scalable platforms and driving digital transformation using advanced capabilities like Agentic AI and GenAI to improve operational efficiency and service delivery.

Experience

Silmun Inc. OCT 2020 – Present

Sr. ServiceNow Developer/Admin

Led enterprise-wide implementations across ITSM, ITAM (HAM Pro, SAM Pro), CSM, GRC/IRM, SecOps, SPM, and FSO modules, delivering scalable and compliant ServiceNow solutions aligned with business and regulatory requirements.

Architected enterprise CMDB using CSDM framework, implementing CI lifecycle management, relationship mapping, and data governance strategies to improve data accuracy and service visibility.

Implemented AIOps capabilities leveraging Event Management, Health Log Analytics (HLA), and Metric Intelligence, improving anomaly detection, alert correlation, and operational intelligence.

Integrated enterprise monitoring tools using REST APIs, SNMP traps, and OOTB connectors, enabling real-time event ingestion and proactive incident response across distributed systems.

Managed ITAM lifecycle processes including HAM Pro and SAM Pro, driving asset visibility, license compliance, cost optimization, and audit readiness across enterprise environments.

Designed and implemented SecOps and IRM/GRC solutions supporting vulnerability response, policy compliance, and risk management aligned with regulatory frameworks.

Built and deployed Virtual Agent solutions with conversational flows and backend integrations, improving self- service adoption and reducing service desk workload.

Developed Agentic AI and GenAI-driven automation workflows enabling intelligent routing, decision-making, and enhanced service operations across the platform.

Designed and implemented Strategic Portfolio Management (SPM) solutions including Demand, Portfolio, and Resource Management, improving planning and execution visibility.

Delivered Field Service Management (FSM/FSO) solutions including work order lifecycle, dispatching, and mobile capabilities, improving field service efficiency and technician productivity.

Built enterprise dashboards and reporting solutions leveraging platform data, providing actionable insights into KPIs, SLAs, and service performance for leadership stakeholders. Capgemini July 2017 – Sep 2020

ServiceNow Developer/Admin

Implemented and supported ITSM modules including Incident, Change, Problem, Request, and Knowledge Management aligned with ITIL best practices, improving service delivery and operational efficiency.

Designed and delivered HRSD solutions including onboarding, offboarding, employee case management, and HR service catalog, significantly improving employee service experience.

Automated HRSD workflows using Flow Designer, approvals, and integrations with HR systems and Active Directory, reducing manual effort and improving turnaround time.

Built and optimized Service Catalog items, SLAs, and workflows across ITSM and HRSD, improving request fulfillment efficiency and service consistency.

Led ITOM implementations including Discovery, Service Mapping, and Event Management, improving infrastructure visibility and service dependency mapping.

Integrated monitoring tools with Event Management using REST/SOAP APIs, improving alert correlation and reducing noise across enterprise systems.

Configured and governed CMDB using CI classification, reconciliation rules, and data normalization, ensuring high data quality and alignment with CSDM standards.

Supported ITAM processes including HAM/SAM lifecycle tracking, procurement integration, and license compliance, improving asset utilization and cost control.

Developed automation using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer, enhancing platform efficiency and reducing manual tasks.

Integrated ServiceNow with enterprise systems using REST/SOAP APIs, MID Server, and web services, enabling seamless data exchange and process automation.

Worked on GRC/IRM modules including Risk, Policy & Compliance, and Audit Management, supporting governance processes and audit readiness.

Developed Virtual Agent use cases for ITSM and HRSD, improving self-service capabilities and reducing dependency on manual ticket creation.

GAP Feb 2013 – June 2017

ServiceNow Developer

Supported implementation of ITSM modules including Incident, Problem, Change, and Request Management, improving ticket handling efficiency and service delivery.

Assisted in building HR service catalog items and approval workflows, supporting early-stage HR automation and improving request processing consistency.

Built and customized Service Catalog items with multi-level approvals and notifications, improving request management and governance.

Developed scripts using Business Rules, Client Scripts, UI Policies, and UI Actions to automate workflows and enhance platform functionality.

Participated in CMDB population, CI onboarding, and lifecycle tracking, improving configuration data accuracy and supporting operational processes.

Supported Discovery implementation and infrastructure data collection, ensuring accurate CI mapping and system visibility.

Assisted in ITOM integrations including monitoring tools and event ingestion, enabling improved incident detection and response.

Configured basic Event Management rules including alert-to-incident creation and correlation logic for better incident prioritization.

Supported ITAM activities including asset tracking, inventory updates, and lifecycle documentation, improving audit readiness.

Provided production support including troubleshooting, incident resolution, and root cause analysis, ensuring platform stability.

Core Skills

ServiceNow Development & Platform Engineering:

Business Rules Script Includes Client Scripts UI Policies UI Actions Glide API Scripted REST APIs Flow Designer

Workflow Editor IntegrationHub Orchestration Scheduled Jobs Service Portal UI Builder Catalog Development Notifications SLAs

ServiceNow Modules & Enterprise Solutions:

ITSM (Incident Problem Change Request Knowledge) ITAM (HAM Pro SAM Pro) HRSD CMDB CSM GRC/IRM SecOps (Vulnerability Response) SPM (Demand Portfolio Resource Management) FSO/FSM ITOM, CMDB & AIOps Capabilities:

Discovery Service Mapping Event Management AIOps Health Log Analytics (HLA) Metric Intelligence (MI) Operational Intelligence CSDM Framework CI Lifecycle Management Identification & Reconciliation Rules Data Normalization Service Health Modeling

Integrations, AI & Platform Administration:

REST APIs SOAP APIs MID Server SNMP LDAP Active Directory Web Services Virtual Agent Predictive Intelligence Agentic AI GenAI ACLs RBAC Instance Upgrades Cloning Performance Tuning Debugging Release Management

Education

Bachelor’s Degree Brooklyn College 2007

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