ServiceNow GRC & ITSM Developer (Remote)

Michael Ikhiede

Email: ***********@*****.*** Phone: 469-***-**** Aubrey, TX 76227

PROFESSIONAL SUMMARY:

●Versatile IT professional with 8 years of experience, including expertise in ServiceNow administration and development, demonstrating strong technical skills and a passion for information technology.

●Extensive knowledge in planning, architecting, implementing, and maintaining IT systems and products, including tools and technologies like CI/CD pipelines, GitHub, GitLab, Linux, Terraform, Ansible, Maven, Jenkins, Docker, and custom application development.

●Proven expertise in ServiceNow modules such as ITSM, ITBM, ITOM, HRSD integration, incident management, change management, problem management, CMDB, SPM, CSDM, CSM, IRM, APM, Service Operation Workspace, Workspaces, SAM & HAM, VRM, Discovery, and Service Mapping, with a focus on third-party tool integrations via REST and SOAP APIs.

●Proficient in Agile, Waterfall, Kanban, Hybrid, and Scrum methodologies, including facilitating daily stand-up meetings, sprint reviews, retrospectives, and Scrum-related meetings for ServiceNow projects and tasks.

●Strong experience in service portal development, custom workflows, flow designer, reporting, performance analytics (KPIs), UI/UX, vulnerability response, GRC, and integration with platforms like Salesforce and other third-party tools.

EDUCATION & CERTIFICATIONS:

●2026 - ITSM Certified Implementation Specialist (CIS)

●2024 - Certified Application Developer (CAD)

●2024 - HRSD Certified Implementation Specialist (CIS) - In View

●2020 - ITIL V4 Training and Certification

●2019 - ServiceNow Certified System Administrator (CSA) (20293461)

●2017 - Certified Scrum Master (CSM)

●2004 - Ekiti State University, Nigeria, Bachelor of Engineering in Mechanical Engineering

●DHS PUBLIC TRUST

PROFESSIONAL EXPERIENCE:

ODYSSEY GROUP, Stamford, Connecticut Jan 2026 – April 2026

ServiceNow GRC Implementation Specialist

●Implement and maintain policy and compliance management, including policies, standards, control objectives, internal controls, attestations, policy exceptions, evidence collection, and continuous compliance monitoring.

●Create and maintain GRC dashboards and reports for risk management, policy management, and compliance management, including executive risk overview dashboards, compliance summaries, control status, open issues, remediation progress, and risk posture reporting.

●Configure, administer, and support ServiceNow Governance, Risk, and Compliance / Integrated Risk Management solutions to manage enterprise risk, compliance, controls, issues, remediation tasks, and automated GRC workflows

●Provide advisory support on ITSM DevOps Change Velocity initiatives, leveraging extensive experience in ServiceNow architecture, change management, and enterprise workflow optimization.

●Design and support DevOps-related integrations and automation solutions using REST APIs, CI/CD tools, Jenkins, GitHub, and Ansible within Agile enterprise environments.

●Collaborate with project teams to implement scalable ServiceNow solutions across ITSM, CMDB, release management, and workflow automation while aligning with enterprise governance standards.

●Import, transform, and validate GRC-related data into ServiceNow using data sources, import sets, and transform maps, including risk records, policies, controls, authority documents, entities, profiles, issues, and compliance data across different scoped applications.

●Support risk management processes by configuring risk assessments, risk statements, risk indicators, risk events, risk response tasks, issue triage, policy exceptions, remediation tracking, and residual/inherent risk visibility.

●Collaborate with risk owners, compliance teams, audit teams, business stakeholders, and ServiceNow technical teams to gather requirements, configure scoped applications, demo POCs, document processes, support integrations, troubleshoot GRC data issues, and improve governance, risk, and compliance reporting accuracy.

COGNIZANT, Dallas, Texas Aug 2025 – Dec 2025

Client: CDW

End Clients 1: AM FINANCIALS

ServiceNow Solution Consultant/Developer

●Designed, built, and optimized service catalogs in ServiceNow to streamline request fulfillment processes and enhance the end-user experience across IT and business services.

●Developed dynamic and responsive catalog items using Catalog UI Builder, leveraging reusable components, custom widgets, and UI policies for intuitive and modern catalog interfaces.

●Led end-to-end implementation of the Common Service Data Model (CSDM) within ServiceNow, aligning business applications, technical services, and infrastructure layers to establish a standardized CMDB data model.

●Configured and designed Configuration Management Database (CMDB) architecture, including CI class structure, relationships, and identification/reconciliation rules to ensure accurate and non-duplicative configuration item records.

●Integrated discovery tools such as ServiceNow Discovery and Service Mapping to automate the population of CMDB, improving data accuracy, visibility of service dependencies, and operational insights.

●Established governance and data quality processes leveraging CMDB Health Dashboard, enforcing lifecycle management, ownership, and compliance with CSDM standards across IT and business services

●Built and deployed custom enterprise applications using ServiceNow App Engine Studio, leveraging low-code/no-code capabilities, Flow Designer, UI Builder, and IntegrationHub to accelerate business outcomes.

●Designed scalable data models, application logic, and automated workflows in alignment with ServiceNow governance, security, and platform best practices.

●Partnered with business and technical stakeholders to translate requirements into configurable, reusable applications extending the Now Platform beyond out-of-the-box functionality.

●Managed application lifecycle activities, including versioning, testing, and deployments using Application Repository, update sets, and CI/CD pipelines to ensure stable and compliant releases

End Clients 2: FARM CREDIT FINANCIAL PARTNERS, INC. Aug 2025 – Oct 2025

ServiceNow Solution Consultant/Developer

●Designed, implemented, and optimized service catalogs in ServiceNow to improve service delivery efficiency and streamline request management across IT and business functions.

●Developed interactive and responsive catalog items using Catalog UI Builder, leveraging reusable components, custom widgets, and guided layouts to deliver a modern, intuitive user experience.

●Implemented the Tour Guide feature in the Employee Service Center (ESC) to create interactive walkthroughs, enhance self-service adoption, and provide step-by-step user assistance for new features and catalog navigation.

●Set up workflows, approvals, and SLAs for catalog items to make sure they are fulfilled automatically, meet requirements, and work well with ITSM modules like Incident, Request, and Change Management.

●Designed and customized UI policies, client scripts, and catalog client scripts to enforce data validation, dynamic field behavior, and contextual visibility, ensuring a smooth and accurate user input experience.

●Monitored and optimized service catalog performance by analyzing usage metrics and user feedback, refining form design, load times, and backend logic to improve overall catalog efficiency and usability.

End Clients 3: AMEDISYS INC. Aug 2025 – Oct 2025

ServiceNow Solution Consultant/Developer

●Set up and adjusted ServiceNow ITSM Now. Assist to use GenAI features like virtual agent automation, predictive intelligence, AI search, and summarization, which improved service delivery and made agents more productive

●Deployed and integrated AI models to automate chat interactions, extract actionable insights, and generate dynamic resolution summaries within ServiceNow’s Virtual Agent and Case Management modules for improved customer experience.

●Developed and customized GRC/IRM applications using ACLs, business rules, UI policies, Glide scripting, JavaScript, and Service Portal components; delivered workflows, dashboards, audits, control testing processes, PA indicators, and portal experiences aligned with compliance requirements.

●Created and set up connections using REST/SOAP to link ServiceNow GRC with outside systems for risk, compliance, and evidence management, allowing for automatic data sharing, real-time reporting, and combined governance insights

●Directed Agile workshops to define epics, features, and user stories; managed UAT, update set deployment, and post-go-live hypercare; and provided GRC leadership through best-practice guidance, SME training, and reusable solution frameworks supporting long-term platform governance and scalability.

●Configured AI search and automated workflows to optimize query handling, boost response accuracy, and streamline operational efficiency across incident, problem, change, and knowledge management modules.

●Collaborated with cross-functional teams to analyze ITSM processes, identify AI-driven improvement opportunities, and ensure seamless integration of Now Assist with enterprise service operations.

●Led client demonstrations and presentations of configured functionalities, facilitating clear understanding, validation, and alignment between stakeholders and the development team.

●Provide documentation, training, and knowledge transfer to ITSM process owners and support teams on using and maintaining Now Assist configurations.

COGNIZANT, Dallas, Texas Jun 2025 – Jul 2025

Client: Lawrence Livermore National Laboratory

ServiceNow Developer

●Deploy AI models to automate chat interactions, extract key insights, and integrate summarization with ServiceNow’s Virtual Agent and case management modules for improved customer support.

●Leverage AI to generate resolution notes from historical data, standardizing documentation and streamlining support workflows, which optimize ServiceNow’s Now Assist for AI-powered search responses, and configure automated workflows to improve query handling and operational efficiency.

●Led the presentation and demos of functionalities configured for the client for better understanding and review of the assigned task to the development team.

●Implemented and configured ServiceNow ITSM Now Assist, enabling GenAI-powered virtual agent capabilities, predictive intelligence, and automated resolution workflows.

●Collaborate with cross-functional teams to analyze existing ITSM processes and identify opportunities to enhance service delivery using Now Assist capabilities.

●Configure and customize Virtual Agent topics, conversational flows, and GenAI responses aligned with organizational service desk requirements.

●Integrate Now Assist with Knowledge Management, Incident, Problem, and Change modules to streamline agent and end-user experiences.

●Monitor, measure, and optimize AI-driven performance metrics and feedback loops to continuously improve the effectiveness of Now Assist within the ITSM ecosystem.

●Provide documentation, training, and knowledge transfer to ITSM process owners and support teams on using and maintaining Now Assist configurations.

●Implement AI-driven models to analyze and summarize incidents and cases based on conditions, queries, and reference qualifiers, reducing manual efforts and ensuring contextual accuracy.

COGNIZANT, Dallas, Texas Jan 2025 – June 2025

Client: Department Of Homeland Security (DHS)

ServiceNow Developer

●Configure and support ServiceNow Strategic Portfolio Management (SPM) capabilities, including Demand Management, Portfolio Project Management, Resource Management, Portfolio Planning, Cost Management, and Platform Analytics.

●Import, validate, and transform project, demand, resource, financial, and portfolio data into ServiceNow using Data Sources, Import Sets, Transform Maps, field mapping, and scheduled imports.

●Led the design and implementation of multiple forms, including IDEA, DEMAND, Project Tracking, and PROJECT forms, configuring strategic workspaces with interactive dashboards and bubble charts for data visualization

●Provide ongoing SPM administration, process improvement, data quality support, user guidance, testing, and documentation to ensure accurate portfolio visibility and effective decision-making across the organization.

●Partner with business stakeholders to align project intake, demand prioritization, portfolio planning, and execution with organizational goals, strategy, value, risk, and resource capacity.

●Build and maintain SPM dashboards and reports in Portfolio Planning Workspace and Platform Analytics to monitor portfolio performance, project progress, financials, execution status, and stakeholder visibility.

●Support financial planning for projects and demands, including forecasts, cost plans, actual costs, baselines, budget tracking, variance analysis, and financial reporting.

●Analyze, define, and document business requirements; design and configure workflows, scripts, and business rules in ServiceNow using agile methodologies within PPM, TPRM, APM, Resource Management, and SPM environments and the rationalization process; manage the application lifecycle through the Business Application Lifecycle Management catalog; and create interactive dashboards for performance visualization, delivering weekly and monthly reports to leadership, detailing progress, risks, mitigations, and issue resolution.

●Exhibit mastery of the ServiceNow platform, ITSM principles, ITOM, CMDB, CSDM methodologies, data governance, and scripting languages such as JavaScript, Python, and PowerShell while employing Agile methodologies like Scrum and Kanban.

●Developed financial management tools for cost tracking and enterprise agile planning, ensuring seamless collaboration across teams and efficient alignment with business objectives through ServiceNow and third-party integrations.

SYSUSA INC., Dallas, Texas

Client: United State Department of Agriculture (USDA), Sep 2023 – Jan 2025

ServiceNow Admin/Developer

●ServiceNow technical lead in implementing incident management, problem management, configuration, and asset management; configured and implemented SLO, service catalog, SDLC, change management, knowledge management, and custom applications.

●Implemented ServiceNow and Salesforce integration using approved APIs to create bidirectional communications for business purposes while developing new functionality using client scripts, business rules, ACLs, UI policies, and UI actions.

●Lead and collaborate with cross-functional teams in an agile environment, define user stories, optimize platform performance, and integrate third-party applications like Jira, Slack, and HR systems for payroll processing.

●Create and maintain governance and support the interdependencies between ITAM, APM, and CMDB across the ServiceNow Platform by building a comprehensive inventory of business applications and also managing on-premise or duplicate apps.

●Utilizes available programming methodologies and languages such as App Engine to easily create applications and digital workflows; App Engine allows businesses to transform unstructured processes into structured, user-friendly, and improved work experiences.

●Assists in establishing and improving configuration management processes. Participates in audits, resolves CMDB exceptions, and ensures adherence to organizational IT service management strategies.

●Create and implement ServiceNow Common Service Data Model (CSDM), ITOM, and event management solutions that adhere to ITSM best practices, including configuring workflows, business rules, and data models.

COGNIZANT, Dallas, TX

Guidehouse - Client: National Institute of Health (NIH) Feb 2023 – Jun 2023

ServiceNow Developer

●Designed, configured, and implemented the workspace custom application through the studio for the custom HR module and budget application using business rules and client scripts as required with the HR module and budget application as a focus.

●Implemented the Employee Service Center (ESC) and also cloned the ESC, which was repurposed for a new application by changing some essential pieces of it to serve the client’s immediate needs.

●Built out workspaces for ServiceNow CSM and other applications using UI Builder that meet the client's requirements and also participated in the upgrade to different versions.

●Migrated and configured the GRC Vendor Risk Management from the OneTrust application into ServiceNow using record producers, service catalogs, and order guides to create new vendors and update existing vendors based on contracts, assessments, and recurring vendor profile updates.

●Configured multiple workspaces, updated portals, and created record producers, order guides, and tons of service catalog designs and configurations from scratch using user criteria, UI policy and actions, client scripts, and business rules where necessary.

●Designed and configured notifications using email scripts, JavaScript, and templates to send them out to end users as requested in the user stories.

ACCENTURE FEDERAL, Dallas, TX

Client: Social Security Administration (SSA) Sep 2022 – Feb 2023

ServiceNow Developer

●Implemented the Employee Service Center (ESC) and also cloned the ESC, which was repurposed for a new application by changing some critical pieces of it to serve the client’s immediate needs.

●Configured multiple workspaces, updated portals, and created record producers, order guides, and numerous service catalog designs and configurations from scratch, using user criteria, UI policies and actions, client scripts, and business rules where necessary.

●Performed upgrades (San Diego), patching & cloning of all environments, and used access control rules for securing and providing the right access to the right person/role.

●Designed and configured notifications using email scripts and templates to send out notifications to end users as requested in the user stories.

●Designed and implemented custom applications using various languages such as JavaScript, AngularJS, CSS, and HTML through the studio application while also using business rules and client scripts as required.

GOLDMAN SACHS, Dallas, TX, Nov 2021 – Aug 2022

ServiceNow Developer

●Implemented knowledge management and configured service catalogs and records. Designed and configured notifications using email scripts and templates to send out notifications to end

users as requested in the user stories.

●Designed and implemented custom applications using various languages such as JavaScript, AngularJS, CSS, and HTML through the studio application while also using business rules and client scripts as

required.

●Implemented knowledge management and configured service catalogs, record producers, and

new functionality in the Agent Workspace, ITSM Workspace, and Case Management, among

others.

●Configured and implemented the Vendor Risk Management (VRM) module in GRC using a record

producer to populate data to a table in the scoped app before dumping the data in the contract table

and core company table as per company-outlined procedures for any configurations.

●Performed upgrades (Paris), patching & cloning of all environments, and used access control rules for

securing and providing the right access to the right person/role.

●Configure the release management module as well as the standard change template for routine change.

●Provided software coding and customization, including workflow administration, report setup, data imports, integration, scripting, service portal, and custom application development.

●Configured the integrations of Jira with ServiceNow, configured the VTB dashboard, and provided software coding and customization, including workflow administration, report setup, data imports, integration, scripting, service portal, and custom application development.

DELOITTE, Orlando, FL

Client: Federal Program for States of Tennessee, North & South Dakota Jan 2021–Oct 2021

ServiceNow Developer

●Led the implementation of the ServiceNow HRSD integration with EDISON for the State of Tennessee

●Provided leadership in gathering requirements and analyzing the payload to identify potential errors in the payload ahead of the process and was responsible for the delivery of any necessary development artifacts, documentation, and knowledge transfer activities if purchased by the client.

●Led the implementation of the Knowledge Management and Service Catalogs in North Dakota and South Dakota using Client scripts, Business rules, User criteria, ACL, UI policies, and UI actions

●Configured the service portal using AngularJS, Bootstrap, HTML, and CSS and customized surveys/wizards that brought business benefits and visible improvements.

●Implemented the platform for the government COVID Relief Program for North Dakota and South Dakota, which allows citizens to request governmental support and assistance through a designed list of conditions that qualify based on permutations and other embedded functionality that validates citizens before approval during the COVID pandemic.

●Provided software coding customization with an understanding of SAM & HAM and core ITSM and ITIL practices and forms design and complex workflows, including but not limited to workflow administration, report setup, data imports, integration, scripting, service portal, and custom application development.

●Configured data sources and transform maps and properly analyzed Coalesce to avoid duplicates in ServiceNow by integrating, reviewing, and performing data migration of CI attributes for CMDB using import sets.

NTT DATA, Plano, TX, Jan 2019 – Sept 2022

ServiceNow Consultant

●Led the configuration and implementation of LDAP and scheduled jobs and integrated FIVE9 and other products that are developed and deployed into the PROD environment and supported data migration as needed.

●Implemented new functionalities using client scripts, business rules, ACL, UI policies, UI actions, the knowledge management module, and the service portal using AngularJS, Bootstrap, HTML, and CSS.

●Configured data sources that are used to bring different forms of data into ServiceNow.

●Created buttons, UI actions, and context menus both on forms and in list view with the design of email templates in a notification.

●Utilizes programming methodologies and languages such as App Engine to easily create applications and digital workflows; App Engine allows businesses to transform unstructured processes into structured, user-friendly, and improved work experiences.

●Reported on metrics using Performance Analytics that deliver real-time insights into business performance

●Provided software coding and customization, including, but not limited to, workflow administration, report setup, data imports, integration, scripting, service portal, and custom application development.

KPMG, Dallas, TX, Aug 2018 – Sep 2018

ServiceNow Developer

●Performed data migration to import data from other applications and external databases.

●We have implemented new functionality using client scripts, business rules, ACL, UI policies, and UI actions.

●Working with management and project leads to remove identified impediments and minimize distractions to support the development of ServiceNow sprint goals.

●Attended daily stand-up meetings, sprint reviews, sprint retrospectives, sprint grooming, demos, and other Scrum-related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks.

●Configured JavaScript to drive business processes in forms, design, and implementations.

●Hands-on design, development, and deployment experience with the ServiceNow platform.

●ServiceNow implementation experience in ITSM modules (Incident, Change, Problem, CMDB, Asset, Procurement, Knowledge, and others).

●Identifying areas for modification in existing programs and developing, testing, and evaluating new ones.

OMNITRACS, Dallas, TX, Jun 2018 – Aug 2018

ServiceNow Developer

●ServiceNow technical lead in implementing incident management, service catalog, SDLC, change management, knowledge management, and custom applications.

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

●Facilitated daily stand-up meetings and worked with customers in gathering requirements and developing them into a functional working product.

●Used access control rules for securing and providing the right access to the right person/role.

●Wrote data sources and transform maps and properly analyzed coalesces to avoid duplicates in ServiceNow by reviewing and performing data migration of CI attributes for CMDB using import sets.

●Implemented the HR module and redesigned the HR New Hire Request workflow.

●Configured email notifications and alerts to notify users about specific activities ongoing in the system, such as updates to incidents and change requests.

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