Servicenow Developer

Mehvish Farooqi

******************@*****.*** +1-214-***-**** Allen, TX 75013

US Citizen

Summary

Senior IT professional with 11 years of experience, including 10+ years as a ServiceNow Developer/Administrator, delivering enterprise-scale implementations across ITSM, ITOM, GRC/IRM, SecOps, ITAM, SPM, CSM, FSM, and TSOM. Experienced in working with global clients across telecom, cybersecurity, insurance, pharma, retail, hospitality, and banking domains with Strong expertise in CSDM-aligned CMDB design, Discovery, Service Mapping, and ITSM processes with accurate CI relationships has proven track record in automation, reducing HRSD and FSM manual efforts by 20–30% through workflow and process optimization, skilled in Virtual Agent, NLU, Flow Designer, Integration Hub, and building AI-driven conversational and no-code automation solutions, proficient in web technologies and ServiceNow development, including portals, widgets, integrations (REST/SOAP), and compliance with SOX, PCI, and HIPAA standards.

Education

Associates of Arts with Business, Dallas College

Professional Experience

ServiceNow Developer / ITOM Specialist

Raytheon Technologies Jul 2022 – Present

Integrated IRM with other ServiceNow modules (like ITSM and CMDB) to enable better visibility into risk impact across IT services and assets.

Reduced unidentified assets using ServiceNow ITOM Discovery optimization, improving visibility by 30–40%.

Integrated ServiceNow Now Assist with knowledge management systems, improving article creation speed and increasing knowledge base accuracy and usability.

Worked with MID Server Architecture & authentication methodologies (Windows, SNMP, and Linux).

Implemented discovery for network devices, custom provided the IP ranges, configured everything in ServiceNow such as IP range, exclusion list, mid server to read the devices.

Configured the Reconciliation rules using IRE and the objective was that customer was getting asset/CI from three sources SCCM, DISCOVERY and legacy Excel and had multiple duplicates in the SCCM so made sure that there are no duplicate CIs created in ServiceNow CMDB.

Integrated the SecOps with AWS so that the security incident will get created in SNOW based on AWS alerts

Did the integration of the ServiceNow SecOps with Splunk.

Expertise in Design, Service Offerings, and articulating back to technical and business consumers.

Ability to manage key stakeholders like EA, Application Owners, Service Owners & BRM to explain the concepts of CSDM.

Experienced in utilizing a variety of tools, APIs, middleware, and scripting languages to implement robust integration solutions.

Improved ServiceNow CMDB data quality using MDM principles, eliminating duplicate records and increasing data accuracy by 30–40%.

Configured ServiceNow ITAM asset lifecycle workflows (procurement, deployment, maintenance, retirement), reducing manual tracking effort by 20–30%.

Implemented ServiceNow CSM case management and customer service workflows integrated with CMDB, CSDM, and LDAP authentication.

Created reusable API endpoints and payload structures to support multiple applications and integrations.

Monitored API performance and logs to identify bottlenecks, optimize response times, and ensure system reliability.

Applied ServiceNow UX/UI principles (user-centered design, simplicity, consistency) by configuring forms, Service Catalog, and Service Portal using UI Policies, Client Scripts, and responsive design to improve usability

Creating Relationships between the different tables and updating the child from parent and maintaining the synchronization between the related modules.

Have done Qualys Integration for Vulnerability Response along with Rapid 7 Integration for Vulnerability Response.

Created Vulnerability Group rules to group VITs based on the Assignment Group set using Assignment Rules for VITS.

Debugging of Qualys bugs and issues related to transform maps, Qualys Data and Transaction timeouts.

Custom Integration between ServiceNow and Web inspect for bringing in VITs into ServiceNow.

Automated ServiceNow GRC policy lifecycle and control testing workflows, reducing manual effort by 25–35%.

Implemented ServiceNow IRM/TPRM solutions for vendor risk management, risk assessments, compliance tracking, and automated remediation workflows

Provided guidance and instruction on showing end users how to use the solution that has been built for them.

Demonstrated problem-solving skills as part of designing and developing IRM solutions Have experience working in software development involving ServiceNow Risk Management and other similar products.

Worked on development of IRM/TPRM Vendor Risk Management (VRM), and/or Business Continuity Management (BCM) use cases.

Implemented and configured the ServiceNow IRM/TPRM including Risk, Policy & Compliance, and Audit Management to align with organizational governance requirements.

Customized risk assessment methodologies, scoring models, and control frameworks to support business-specific compliance and risk evaluation processes.

Experience working with risk or compliance teams, tools, and practices. Knowledge of industry standards or frameworks such as NIST, PCI, COBIT, and ISO/ISO 27001.

Integrated with other systems and tools using ServiceNow APIs and Utilized REST and SOAP APIs for data exchange and automation.

Wrote scripts in JavaScript, Glide to enhance application functionality and Automated processes using business rules, scripts, and scheduled jobs.

Configured and supported FSO solutions to streamline operations such as loan processing, compliance tracking, and issue resolution within financial systems.

Integrated financial systems with ServiceNow FSM using REST/SOAP APIs, enabling real-time data synchronization and improved accuracy.

Leveraged ServiceNow Now Assist and Natural Language Understanding (NLU) to enhance virtual agent interactions and improve self-service experience.

Implemented ServiceNow chatbot solutions using Virtual Agent and NLU, automating user interactions and improving self-service efficiency.

Automated processes using ServiceNow TSOM workflow automation, reducing effort by 20–25%.

Designed ServiceNow TSOM service provisioning and request workflows.

Automated ServiceNow FSM financial request lifecycle processes, reducing manual effort and processing time by 20–30%.

Applied Agile principles and Scrum framework in ServiceNow SDLC delivery practices, managing sprints, backlog, and user stories using Jira, Azure DevOps, Rally, and ServiceNow Agile Development 2.0.

Led ServiceNow Agile delivery within SAFe and Enterprise Agile Practices using Scrum framework, facilitating all Scrum ceremonies to drive team collaboration, sprint execution, and continuous improvement.

Optimized ServiceNow AI-assisted service management using Virtual Agent, Predictive Intelligence, and workflow automation, improving operational efficiency and response times.

Leveraged AI tools (GitHub Copilot) and Playwright for automated testing, enhancing ServiceNow development productivity and improving code quality

Developed and tested ServiceNow applications using GitHub Copilot for coding assistance and Playwright for UI and functional testing, ensuring reliable and scalable solutions.

Designed and configured ServiceNow forms and fields using backend configuration and App Engine Studio (AES), enabling rapid application development and low-code solutions.

Configured and customized ServiceNow forms and fields using backend configuration (dictionary, tables, UI policies) to support business requirements.

Customized ServiceNow Agent Workspace UI and layouts, leveraging Playbooks to streamline case management and improve workflow visibility.

Built and optimized ServiceNow Virtual Agent bots with NLU capabilities, supporting intent recognition, entity extraction, and dynamic responses.

ServiceNow Developer

EY (Ernst & Young) Sep 2019 – Jun 2022

Responsible for the implementation of ITSM suite with customization and development of Incident, problem, change and Service Catalog.

Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management & Service Catalog Management in ServiceNow.

Facilitated the HR On boarding process, ensuring the completion of all HR new hire forms, created and maintained employee files.

Worked on most of HRSD COEs like HR Payroll, HR IT operations, HR Workforce administration, HR Talent management, HR lifecycle event, HR Total rewards, HR employee relations.

Integrated ServiceNow with Success Factor for HR profiles, based on the title the HR skills will be added to the HR Profile in HRSD side.

Implemented ServiceNow ITAM Software Asset Management (SAM) and Hardware Asset Management (HAM) modules for license compliance and hardware tracking.

Based on different HR Services the categories and topic details those dependent on HR service and user location.

Created all JavaScript / Glide logic (validation, animations, transitions, template, date picking etc.)

Designed ServiceNow CSM customer portals with CMDB data alignment using CSDM and LDAP-based access control.

Integrated multiple data sources (SCCM, Discovery/ Cloud Discovery, LDAP, legacy systems) into ServiceNow CMDB using MDM and data standardization techniques.

Worked in the security department implementing and working in GRC, SecOps, and IRM module of ServiceNow.

Implemented FedRAMP-aligned security and compliance controls in ServiceNow, ensuring adherence to NIST standards and regulatory requirements.

Integration of the ServiceNow with Qualys to scan for the vulnerabilities in the environment and create the security incidents.

Experience normalizing requirements to create risk libraries and mappings to a single source.

Integrated monitoring tools with ServiceNow ITOM Event Management (e.g., Splunk, AWS, third-party monitoring systems) for real-time event ingestion and processing.

Designed and implemented ServiceNow ITOM Discovery/ Cloud Discovery solutions across hybrid infrastructure environments.

Architected and enforced Configuration Management (CMDB) best practices aligned with CSDM, improving data accuracy by 40% and enabling reliable impact analysis across services.

Engineered scalable solutions using Service Design principles, enhancing platform performance, usability, and long-term maintainability.

Built and optimized advanced reporting metrics and Performance Analytics dashboards, driving 35% faster decision-making for leadership.

Spearheaded Continual Service Improvement (CSI) initiatives, streamlining workflows and reducing manual effort.

Delivered complex ServiceNow implementations in Agile/SAFe environments, consistently meeting timelines and improving delivery efficiency.

Led cross-functional collaboration and stakeholder engagement, aligning business and technical teams to accelerate project execution.

Established process governance and quality frameworks, strengthening compliance and reducing operational risks across implementations.

Transformed operations by implementing automation-driven workflows, improving efficiency and reducing turnaround time.

Conducted deep trend analysis on service data and incidents, proactively identifying root causes and reducing recurring issues.

Designed robust CMDB class hierarchy and data models, ensuring accurate CI relationships and enhancing service mapping and dependency tracking.

Defined, created, and managed the Discovery infrastructure, including schedules, credentials, and mid-servers.

Developed, documented, implemented, and maintained Discovery governance processes, procedures, standards, and policies.

Developed ServiceNow ITAM/SAM metrics, KPIs, and dashboards to monitor software asset usage, license compliance, and cost optimization.

Design and configure a moderate request form for catalog items and ensure that needed requirements are still gathered.

Built and updated ServiceNow applications using App Engine Studio and backend form/field configuration, improving development speed and maintainability.

Ensures that Service Catalogs has a well establish and naming convention for services and drive the use of user criteria on service catalog.

Responsible for mapping dependencies between devices and applications using Service Mapping.

Worked on ServiceNow performance Analytics module, involved in configuring the incident dashboard.

Worked on ServiceNow performance tuning to define parameters and analyze performance.

Responsible for administration of ServiceNow instance including delegation of groups, modification of CMS, modification of workflows, modification or business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revision.

Implemented ServiceNow AI-enabled automation using Virtual Agent, Predictive Intelligence, and workflow automation, enhancing AI-assisted service management and reducing manual effort.

Built and customized ServiceNow solutions using configurations (OOB features) and customizations (scripts, workflows) within scoped applications, ensuring upgrade-safe implementations via Update Sets

Designed and developed ServiceNow scoped applications with a balanced approach to configuration vs customization, managing deployments through Update Sets and supporting seamless platform upgrades.

Configured and customized ServiceNow Agent Workspace and Playbooks, enabling guided workflows and improving agent productivity and case resolution efficiency.

Monitored and improved ServiceNow delivery practices using Agile metrics (velocity, sprint burndown) within Scrum framework, leveraging Jira, Azure DevOps, Rally, and ServiceNow Agile Development 2.0.

Utilized Splunk Enterprise/Splunk Enterprise Security for log analysis, real-time monitoring, and operational analytics, feeding insights into ServiceNow for incident creation and response workflows.

Developed and customized ServiceNow Service Catalog items, record producers, and request workflows, integrating with IntegrationHub spokes to automate end-to-end service delivery.

Applied Agile frameworks (SAFe, EPA Enterprise Agile Practices) with Scrum methodology in ServiceNow SDLC delivery, facilitating Scrum ceremonies (Daily Scrums, Sprint Planning, Sprint Reviews, Retrospectives) to ensure efficient and value-driven delivery.

Created and updated ServiceNow fields, forms, and layouts (dictionary attributes, form design) ensuring accurate data capture and usability.

Performed ServiceNow legacy migration using Import Sets and Transform Maps, migrating data from legacy systems and ensuring data integrity and validation.

Enabled Agile DevSecOps pipeline integration for ServiceNow, improving release cycles, reducing risks, and ensuring compliance with security standards.

Configured monitoring and observability integrations using Prometheus and Honeycomb, improving incident detection and troubleshooting efficiency.

ServiceNow Developer

IBM Jun 2017 – Aug 2019

Worked on Configuration and maintenance of Business Rules, Client Scripts and UI Policies in Service Now.

Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.

Configured ServiceNow Now Assist for ITSM and CSM workflows, enabling AI-powered suggestions, summarization, and resolution recommendations.

Configured ServiceNow Event Management alert rules, event rules, and alert correlation logic, reducing noise and improving signal-to-noise ratio by 30–40%.

Automated ServiceNow ITAM asset tracking and reconciliation processes, reducing asset discrepancies and duplicate records by 20–30%.

Automated governance using ServiceNow SPM approval and lifecycle workflows.

Writing the Client scripts, UI Actions and UI policies to make client-side changes.

Created ACL’s to grant access to specified users and managed the assignment rules.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Glide, Angular, CSS, and HTML5.

Applied advanced CSS styling for improved UI/UX, processed and transformed data using XML, and enabled communication with external systems via REST Web Services.

Designed REST/SOAP APIs for inbound and outbound integrations to automate business workflows and reduce manual intervention.

Worked extensively with XML for data import/export processes in ServiceNow, including configuring Transform Maps and ensuring accurate data mapping.

Built and customized ServiceNow workflows (Workflow Editor) during SDLC cycles in Agile environment for Application Lifecycle Management automation.

Implemented Agile DevSecOps practices in ServiceNow SDLC, integrating secure coding, CI/CD pipelines, automated testing, and continuous monitoring to ensure fast, secure, and compliant delivery.

Designed and implemented ServiceNow ITAM/SAM dashboards with performance metrics and KPIs, supporting asset lifecycle tracking and optimization.

Utilized XML in integrations to structure and parse data exchanged between ServiceNow and external systems.

Integrated customer systems into ServiceNow CSM with CMDB synchronization and LDAP authentication.

Worked on FSM General ledger, Fiscal period, cost model, Allocation engine and financial reports and dashboards.

Wrote custom Script Includes specific for use with Service Portal. Widgets and Pages can call script includes to provide server-side data validations and return to customer via AngularJS.

Worked on the Implementation, Configuration and Maintenance of Business Rules, Client Scripts and UI Policies.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on ITOM like Discovery, set up mid servers, check for the connectivity, and became an expert in troubleshooting Discovery tool.

Participated in all technical aspects of ServiceNow and solution delivery utilizing SCRUM.

Deployed ServiceNow MID servers and developed PowerShell and Python scripts to build ServiceNow Orchestration activities.

Automated ServiceNow Event Management alert-to-incident workflows, accelerating incident creation and reducing manual intervention by 20–30%.

Integrated ServiceNow SecOps with Qualys and Rapid7 vulnerability management tools.

Worked on various modules of ServiceNow - Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery / Cloud Discovery.

Configured ServiceNow HRSD case routing, assignment rules, and SLAs, improving resolution time and service consistency.

Designed and optimized FSO workflows in ServiceNow to improve turnaround time for financial processes such as service requests and customer case resolution.

Implemented CSDM-based service mapping to enhance root cause analysis, impact assessments, and change risk evaluations across IT services.

Integrated ServiceNow with SAP Ariba using REST/SOAP APIs, enabling seamless procurement and vendor data synchronization.

Project Portfolio Management (PPM) and building custom application “Telecom Scanning” a SOAP based web services integration for receipting, PO, issues, returns and transfers.

Performed ServiceNow development using Business Rules, Client Scripts, UI Policies, and Workflow Editor within SDLC phases in Agile environment for Application Lifecycle Management processes

Developed ServiceNow integrations with Splunk Enterprise and Splunk Enterprise Security using REST APIs, enabling log-driven monitoring and operational analytics automation.

Designed ServiceNow Service Catalog user-friendly interfaces and catalog items, integrating IntegrationHub APIs and spokes for real-time system connectivity.

Enabled continuous monitoring and reporting for FedRAMP compliance, improving audit readiness and reducing compliance risks.

Implemented ServiceNow data model design (tables, fields, relationships, dictionary attributes) and managed configuration/customization deployments using Update Sets.

Enhanced ServiceNow user experience (UX/UI) by reducing form complexity, implementing dynamic field visibility, and optimizing navigation, improving efficiency and reducing user errors.

Built and managed secure ServiceNow integrations leveraging SSO, SAML, SSL, LDAP, REST APIs, SOAP Web Services, JDBC, ODBC, SCP, and FTPS, improving system interoperability and data reliability.

Integrated Prometheus and Honeycomb with ServiceNow ITOM, enabling real-time monitoring, alert ingestion, and root cause analysis.

Implemented DevOps practices using Jenkins, Git, and Docker, automating CI/CD pipelines and improving deployment efficiency by 30%.

Designed and managed CI/CD pipelines with Jenkins, Git version control, and Docker containerization, reducing release time and enhancing deployment consistency.

ServiceNow Developer

Mednax, Remote April 2015 – May 2017

IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.

Develop and update ServiceNow ITSM tool in JavaScript / Glide / Jelly scripting.

Utilized ServiceNow AJAX, JSON, and AngularJS to enable dynamic client-server communication and build responsive Service Portal interfaces.

Configured ServiceNow ITOM MID Servers, credentials, and Discovery/ Cloud Discovery schedules for accurate data collection.

As per the best practices of Service Now, developed, and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.

Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs for applications.

Supported compliance frameworks using ServiceNow GRC (RMF, CSF, NIST, PCI-DSS, ISO 27001).

Implemented authentication and authorization for APIs, including OAuth 2.0 and Basic Auth, ensuring secure data exchanges.

Configured ServiceNow SecOps CI lookup rules and asset mapping for accurate vulnerability tracking.

Wrote custom code to integrate with existing systems and import/export data using REST and SOAP interfaces and Scheduled Jobs.

Worked on ServiceNow APM (ITBM) supporting Technology Debt & Application Rationalization (TDAR) initiatives.

Wrote new user registration and authentication modules for use with Service Portal. Customer had a need for stringent domain validation and SSO integrations.

Designed and developed end-to-end integrations using SSO, SAML, SSL, LDAP, REST, SOAP, JDBC, ODBC, SCP, and FTPS, ensuring secure communication, data synchronization, and scalable architecture.

Developed ServiceNow APM dashboards and reports using KPIs/KRIs, providing visibility into application performance, risk exposure, and portfolio health.

Built ServiceNow CSM workflows leveraging CMDB relationships and CSDM structure for service visibility.

Developed ServiceNow Demand and PPM dashboards and reports, providing visibility into project status, resource utilization, and portfolio performance.

Implemented ServiceNow ITAM (IT Asset Management) solutions for hardware and software asset lifecycle management, improving asset visibility and governance.

Automated ServiceNow HRSD workflows using Flow Designer and business rules, improving process efficiency and reducing manual intervention.

Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog.

Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services into the tool.

Responsible for implementation of Service Portal and configured widgets and dashboards by instance.

Configured ServiceNow SPM/ITBM Resource Management modules, optimizing resource allocation and improving utilization efficiency.

Configured ServiceNow Flow Designer triggers, conditions, and logic-based branching, enabling dynamic and event-driven workflow automation.

Designed and configured ServiceNow data models (tables, table inheritance, dictionary attributes), managing deployments using Update Sets across development, test, and production environments.

Worked on ALM tools and practices to track requirements, defects, and releases, improving project visibility and delivery efficiency.

Utilized MS Office Suite (Excel, Word, PowerPoint) for documentation, reporting, data analysis, and stakeholder presentations.

Web Developer

Iflexion, Remote October 2014 – March 2015

Developed responsive web pages using HTML5, CSS3, and Bootstrap, ensuring cross-browser compatibility and mobile-first design.

Built dynamic UI components using JavaScript and jQuery for form validation, DOM manipulation, and event handling.

Integrated front-end interfaces with backend services using AJAX and JSON for asynchronous data exchange.

Created reusable UI templates and layouts to maintain consistency across multiple web applications.

Worked with PHP to develop server-side logic, handle form submissions, and interact with MySQL databases.

Designed and optimized SQL queries for data retrieval, updates, and performance tuning in MySQL.

Implemented user authentication and session management using PHP and secure coding practices.

Developed and consumed RESTful APIs to enable communication between front-end and backend systems.

Used version control systems like Git to manage codebase, branching, and collaboration.

Debugged and resolved cross-browser and UI issues using developer tools and manual testing techniques.

Collaborated with designers to convert PSD/mockups into pixel-perfect web pages.

Deployed applications on Apache/Tomcat servers and performed basic server-side configurations.

Optimized web performance by minimizing HTTP requests, compressing assets, and improving load times.

Maintained and enhanced legacy codebases, ensuring stability and scalability of applications.

Implemented basic SEO practices such as meta tags, semantic HTML, and structured content

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