Senior ServiceNow Developer & Administrator

Hamza Bangash

SR. SERVICENOW DEVELOPER/ADMIN

210-***-**** *****.*******@*****.*** Houston Texas 77407

LinkedIn: www.linkedin.com/in/hamza-ali-bb344a327

Professional Summary

Senior ServiceNow Developer and Administrator with 14+ years in IT and over 11 plus years of extensive hands-on experience delivering scalable enterprise solutions across the ServiceNow modules ITSM, ITOM, ITAM, CMDB, Discovery, SAM Pro, HAM, IRM, GRC, SPM, HRSD, FSM, FSO, APM, CSM, PPM, AIOps, Now Assist, Generative AI, App Engine, integrations, and custom workflow development.

Experienced in administering, enhancing, and governing large ServiceNow environments, ensuring platform stability, data accuracy, and alignment with enterprise standards across multiple business units and global stakeholders.

Led CMDB modernization initiatives including CI class modeling, lifecycle automation, dynamic service mapping, normalization, reconciliation, and adoption of the CSDM framework to strengthen configuration and dependency visibility.

Delivered end-to-end ITAM, SAM Pro, and HAM implementations with full asset lifecycle automation, license optimization, entitlement reconciliation, compliance controls, and integrated workflows with procurement and finance systems.

Implemented IRM and GRC solutions including risk registers, controls, audit workflows, vendor assessments (TPRM), policy management, and automated remediation, integrated with security and vulnerability platforms.

Designed and supported SPM and APM capabilities including demand, project, resource, financial planning, capability mapping, application rationalization, and portfolio strategic alignment.

Built and maintained AIOps capabilities leveraging event correlation, anomaly detection, automated remediation, and service health monitoring to reduce alert noise and improve operational response.

Integrated Now Assist, Generative AI, and intelligence frameworks to enhance virtual agent interactions, automate classification, improve knowledge delivery, and optimize ITSM, HRSD, and CSM workflows.

Developed enterprise-grade automations using App Engine, Flow Designer, Integration Hub, custom spokes, REST/SOAP integrations, OAuth, and MID Server for secure and scalable per-system communication.

Built modern user experiences using UI Builder, Next Experience (Seismic), Service Portal, Now Mobile, and workspace enhancements with reusable components, advanced scripting, and performance optimization.

Delivered complex FSM and FSO implementations including PM work orders, dispatch workflows, technician routing, GPS tracking, mobile field operations, and asset-linked field service processes.

Implemented Vulnerability Response workflows with integrations to Qualys, Tenable, and Splunk for vulnerability prioritization, automated ticket generation, and accelerated remediation coordination.

Developed advanced CSM solutions including intelligent case routing, entitlement management, knowledge integration, SLAs, and omnichannel support experiences for improved customer satisfaction.

Customized and administered PPM solutions including project automation, budget tracking, resource allocation, and dashboards aligned with broader SPM and APM ecosystems.

Delivered HRSD lifecycle events for onboarding, offboarding, workspace provisioning, role mapping, and compliance workflows integrated with HRIS and ITSM systems.

Strong command of scripting including Glide Record, Glide Ajax, Script Includes, business rules, UI policies, client scripts, scheduled jobs, and performance tuning for large datasets.

Managed secure access models using ACLs, RBAC, LDAP, SSO, OAuth, and directory synchronizations aligned with governance and identity frameworks.

Led teams of 15–20 developers, administrators, analysts, and QA engineers, managing sprint planning, code reviews, architecture decisions, and full solution delivery.

Experienced with multi-instance administration, DevOps, CI/CD pipelines, automated testing, update set governance, and release management for structured enterprise deployments.

Supported global rollouts with localization, multi-region configurations, security compliance, and continuous improvement practices across distributed teams.

Certifications:

Certified System Administrator (CSA)

Certified Application Developer (CAD)

Certified Implementation Specialist (CIS-ITSM)

ITIL V4

Education:

Bachelors of Business Administration

University of Houston

Professional Experience:

DXC Technology JUN/2022- Present Sr. ServiceNow Developer/Admin

Implemented ITBM capabilities to align project, demand, and resource planning with enterprise strategic objectives, improving delivery predictability and governance.

Streamlined demand intake workflows in ITBM, enabling automated prioritization, scoring models, and workflow-driven approvals across business units.

Optimized resource management within ITBM, improving capacity planning, allocation tracking, and real-time visibility into team utilization.

Enhanced financial planning in ITBM by integrating cost models, budget tracking, and forecast adjustments to support executive decision-making.

Configured portfolio workbenches within ITBM to provide leadership with real-time health metrics, risks, and delivery forecasts.

Improved end-to-end delivery by integrating ITBM with ITSM and SPM, ensuring seamless flow from demand creation to operational support.

Implemented SPM demand and project modules to centralize intake, align initiatives with business goals, and optimize portfolio prioritization.

Enhanced strategic alignment by enabling roadmap visualizations and benefit tracking within SPM dashboards.

Defined and configured SLO targets across ITSM processes to measure reliability, service health, and user experience accuracy.

Own end-to-end ServiceNow and Moveworks platform strategy, architecture, governance, and delivery roadmap aligned to enterprise IT and HR transformation goals

Lead scalable platform design across ITSM, ITOM, HR Service Delivery, workflow automation, and AI-driven service experiences

Establish platform standards, guardrails, and governance models to control technical debt, customization sprawl, and operational risk

Drive platform performance, security, resiliency, and upgrade strategy while ensuring audit readiness and compliance alignment

Lead design and execution of ITSM processes including Incident, Problem, Change, Request, and Knowledge with a focus on automation and standardization

Own ITOM maturity including Discovery, CMDB accuracy, Service Mapping, Event Management, and AIOps-driven operations

Ensure CMDB data quality, service relationships, and operational integrity to support impact analysis and automated remediation

Lead Moveworks deployment and expansion across IT and HR use cases to enable AI-first support models and conversational self-service

Design and govern agentic AI workflows integrated with ServiceNow for ticket deflection, self-healing, and autonomous remediation

Define responsible AI guardrails, approval models, and security controls in partnership with AI, data, and security teams

Implemented IRM workflows for risk assessments, control testing, remediation tasks, and audit evidence collection with automated escalations.

Optimized SAM Pro reconciliation, entitlement models, and reclamation policies to reduce software audit exposure and overspend.

Developed HRSD lifecycle events for onboarding and offboarding with automated provisioning, approvals, and cross-departmental coordination.

Built REST/SOAP integrations using Integration Hub, scripted REST APIs, and MID Server for ERP, HR, security, and monitoring tools.

Configured HAM asset lifecycle from procurement to retirement, enforcing audit compliance and accurate asset traceability.

Designed CSM case flows with SLAs, entitlements, dynamic tasks, and Virtual Agent integration for improved customer service operations.

Improved ITSM operations through dynamic SLA logic, automated routing, and standardized incident, change, and problem workflows.

Implemented service mapping using patterns, traffic-based discovery, logs, tags, and inferred dependencies for critical business services.

Built App Engine custom solutions with reusable tables, data models, Script Includes, Flow Designer logic, and advanced UI Builder pages.

Configured GRC policy workflows, issue management, attestations, and continuous compliance monitoring tied to IRM data.

Integrated SAM with SCCM, ILMT, Jamf, and Discovery sources for single-source software inventory and automated entitlement alignment.

Built HRSD Employee Center portals with contextual search, templates, knowledge integration, and personalized landing pages.

Automated CI audits, health rules, reconciliation logic, and quality gates to maintain a clean, governed CMDB aligned with CSDM.

Implemented IRM scoring models, segregation-of-duty roles, and evidence automation aligned with governance and risk policies.

Created software reclamation workflows across multiple publishers to reclaim unused licenses and improve license efficiency.

Configured HAM forecasting dashboards for lifecycle aging, refresh planning, warranty tracking, and cost-control visibility.

Developed dynamic Service Catalog items with Flow Designer automation, validations, assignment logic, and fulfillment tracking.

Built AIOps anomaly detection, correlation rules, and auto-remediation workflows for proactive incident reduction.

Created scalable backend logic with Script Includes and server-side APIs, adding reusable architecture across App Engine applications.

Reduce manual ticket volume through intelligent automation, closed-loop remediation, and AI-assisted workflows

Integrate observability, monitoring, and event signals into automated ServiceNow workflows for proactive operations

Own integrations with IAM, HRIS, monitoring tools, collaboration platforms, asset systems, and DevOps pipelines

Define API-first and event-driven integration standards ensuring clean, reliable data exchange across platforms

Track and improve platform KPIs including MTTR reduction, ticket deflection, automation coverage, self-service adoption, and user experience

Establish operational runbooks, SLAs, and reliability benchmarks for enterprise platform stability

Manage ServiceNow and Moveworks vendor relationships along with implementation partners and MSP deliverables

Present platform roadmap, automation outcomes, and AI value metrics to senior leadership and executive stakeholders

Lead and mentor platform engineers, developers, and automation specialists, building strong internal capabilities

Partner cross-functionally with HR, Security, DevOps, Data Engineering, and Business Operations to deliver integrated, intelligent workflows

Built custom portals and dashboards using UI Builder with reusable components, visual data panels, and workspace-ready layouts.

Automated service mapping validations with MID Server diagnostics, connection tests, credential validations, and pattern optimizations.

Designed automated notifications, approvals, and SLA-based escalations across HRSD, IRM, CSM, ITSM, and ITAM operations.

Implemented SAM Pro true-ups, license harvesting, optimization reporting, and software usage compliance processes.

Created predictive health dashboards combining AIOps, event data, and CMDB relationships for anomaly and trend analysis.

Built advanced Change Management flows with automated risk scoring, conflict detection, and dependency-aware approvals.

Integrated LDAP / Azure AD for authentication, user sync, role provisioning, and directory-based access governance.

Customized event correlation in ITOM to reduce noise, prioritize actionable alerts, and route incidents intelligently.

Integrated ServiceNow with Workday, SAP, Active Directory, and internal HR systems for real-time worker lifecycle management.

Configured TPRM vendor onboarding, automated risk questionnaires, scoring models, and continuous monitoring workflows.

Developed performance-optimized Script Includes, Business Rules, Glide Query logic, and reusable utilities for high-volume tables.

Built CMDB visual dashboards showing CI relationships, lifecycle, authoritative sources, and dependency chains.

Implemented LLM-driven classification, summarization, and intelligent routing logic across ITSM, CSM, and HRSD workflows.

Partnered with cross-functional teams to standardize GRC, IRM, ITSM, and ITAM operations, driving maturity and governance adoption.

Optimized client-side processing using asynchronous calls, DOM manipulation control, and API-driven UI refinement.

Designed service maps using traffic-based discovery, patterns, and relationship rules to visualize full end-to-end application dependencies.

Integrated service maps with incident, change, and CMDB processes to improve impact analysis and operational awareness.

Tuned service mapping schedules, credentials, and patterns to improve accuracy and reduce mapping gaps.

Configured Azure AD integrations for SSO, user provisioning, and authentication workflows within ServiceNow.

Integrated AngularJS-driven UI elements with server-side APIs for seamless, real-time data updates.

Refactored AngularJS controllers and services to improve maintainability and performance.

Southern Cross Health Insurance Nov/2018 - Jun/2022 ServiceNow Developer/Admin

Designed and deployed ITOM solutions to automate infrastructure monitoring, event correlation, and performance optimization, improving system stability and reducing manual intervention.

Integrated ITOM capabilities with ITSM workflows to trigger automated incident creation from monitoring alerts, reducing mean time to resolution and improving service uptime.

Delivered cloud-aware ITOM integrations to support hybrid environments, enabling dynamic scaling, proactive alerting, and unified visibility across on-prem and cloud services.

Conducted routine Discovery audits, resolving CI duplication, misclassification, and stale records to maintain CMDB integrity and operational accuracy.

Automated patching and system maintenance activities using ITOM Orchestration, improving compliance and reducing manual remediation effort.

Configured HAM models, asset classes, consumables, and stockrooms to standardize hardware inventory tracking and reporting.

Configured and enhanced Incident, Problem, and Change workflows with automation, assignment logic, and SLA tracking to streamline IT operations and reduce service delays.

Designed Service Catalog items with dynamic forms, approvals, and scripting to support frictionless request fulfillment across enterprise teams.

Developed an ITSM Self-Service Portal with intuitive navigation, custom widgets, and real-time status updates, reducing ticket volume and improving user experience.

Optimized Major Incident Management workflows by automating communication paths, escalation rules, and resolution task orchestration.

Executed periodic asset reconciliation and validation to uphold data quality and improve the financial and operational efficiency of IT investments.

Improved deployment reliability by integrating change approvals, code scanning, and artifact versioning inside DevOps pipelines.

Triggered auto-remediation workflows using AIOps to resolve high-impact service degradations without manual intervention.

Own integrations with enterprise systems including IAM, HRIS, monitoring, collaboration, asset, and DevOps tools.

Used DevOps analytics to track build failures, release velocity, and pipeline bottlenecks, improving delivery predictability.

Built correlation rules in AIOps that consolidate redundant alerts, helping teams focus only on actionable events through AIOps.

Implemented CSM case workflows with customer-centric routing, entitlement logic, and SLA adherence to improve service quality and reduce case backlog.

Built customer-facing portals with guided actions, knowledge integration, and Virtual Agent support to boost self-service adoption and reduce support workload.

Configured CSM playbooks and task-based workflows to streamline investigation steps and improve consistency in customer issue resolution.

Integrated CSM with external CRM and communication channels to centralize customer interactions and maintain unified case visibility.

Enhanced CSM analytics and customer journey dashboards to track resolution trends, case aging, and service experience insights.

Delivered cloud-aware ITOM integrations to monitor hybrid environments, triggering automated scaling and alerting based on system thresholds.

Configured HAM Pro models, asset classes, consumables, and stockrooms to standardize enterprise hardware lifecycle tracking.

Automated HAM lifecycle workflows for receiving, assignment, transfer, break/fix, and disposal, ensuring compliance and accurate audit trails.

Linked HAM Pro with CMDB to maintain accurate CI mappings and improve asset visibility across distributed environments.

Designed reconciliation and validation rules to eliminate duplicate hardware records and maintain asset accuracy across the enterprise.

Integrated HAM Pro with procurement, warehouse, and inventory systems to support end-to-end hardware lifecycle governance.

Configured and extended Glide APIs to allow for smooth interaction with external systems, supporting API calls for data synchronization and automated process execution.

Configured SAM Pro for license reconciliation, normalization, and software entitlement management to maintain compliance and reduce audit risk.

Automated reclamation workflows and reclaim policies to identify unused software and optimize license utilization.

Integrated SAM Pro with SCCM, ILMT, Discovery, and inventory tools to consolidate software usage, entitlement data, and consumption metrics.

Built advanced compliance dashboards and remediation reports to support audits and optimize licensing strategies.

Streamlined end-to-end software lifecycle processes to improve visibility, reduce risk, and ensure accurate software reporting.

Rolled out SecOps frameworks to strengthen security operations, accelerate threat containment, and align response activities across the IT landscape.

Extended App Engine applications with granular RBAC and ACL configurations to maintain secure and compliant data access.

Integrated Jenkins, GitHub, and automated testing frameworks into DevOps pipelines to ensure consistent deployments.

Used automated baselining in AIOps to track normal behavior patterns, reducing false positives and improving operational confidence.

Delivered enterprise workflow automation by building process logic and custom UI actions entirely within App Engine.

Strengthened governance and release quality by embedding approval gates and automated scripts throughout DevOps processes.

Enhanced root-cause analysis by mapping service dependency insights from AIOps into operational dashboards for better incident triage.

Enhanced portal search functionality using custom typeahead logic and Glide Ajax calls to improve catalog item discovery and navigation efficiency.

Integrated GRC with vulnerability scanners and CMDB to enable real-time risk correlation, automated control monitoring, and improved audit readiness.

Helped implement secure access protocols and policy-driven enforcement measures in alignment with security standards, reducing exposure risk.

impact.

Utilized SecOps platforms to analyze incidents, perform root cause investigations, and apply corrective actions to strengthen enterprise security posture.

Delivered training sessions and knowledge-sharing workshops to operational teams on integrated ITOM, ITAM, and SecOps workflows, fostering enterprise-wide adoption.

Define platform vision aligned with IT, HR, and enterprise digital transformation objectives.

Establish platform standards, guardrails, and governance models to ensure scalability and consistency.

The Norinchukin Bank Aug/2014 - Oct/2018 ServiceNow Developer/Admin

Integrated Large Language Models (LLMs) with ServiceNow workflows to enable automated recommendations, intelligent triage, and context-aware decision support across ITSM and CSM processes.

Implemented Generative AI capabilities in ServiceNow to auto-draft knowledge articles, summarize incident histories, and assist agents with real-time resolution suggestions.

Configured Now Assist for ITSM and CSM, enabling conversational case guidance, auto-classification, and smart response generation to improve agent productivity.

Developed custom Now Assist prompt templates integrated with business rules and Script Includes to ensure accurate contextual responses for enterprise use cases.

Designed modern user experiences using UI Builder, creating dynamic workspaces and declarative components to improve usability and task completion efficiency.

Supported enterprise-wide enablement through workshops, trainings, and governance frameworks for scalable adoption.

Provided SME-level guidance on integrations, design patterns, platform performance, and migration strategies.

Configured CAM entitlement models, usage tracking, and contract alignment to support software license optimization.

Automated reclamation workflows in CAM to reduce shelfware and enforce compliance for high-value vendors.

Built CAM dashboards and governance policies to track consumption, renewal cycles, and cost optimization.

Enhanced UI/UX across ServiceNow portals by developing responsive layouts, reusable widgets, and frictionless navigation patterns using AngularJS, HTML, CSS, and ServiceNow APIs.

Built REST and SOAP API integrations using XML/JSON payloads and Integration Hub spokes, enabling seamless data exchange with ERP, HR, monitoring, and inventory platforms.

Implemented end-to-end event mapping within ServiceNow Event Management to correlate alerts, reduce noise, and generate actionable incidents using rules and business services.

Configured advanced Event Management alert rules tied to CMDB relationships, enabling accurate impact calculation and service health visibility.

Automated LDAP-based group mapping and access policies to align user permissions with enterprise governance.

Troubleshot LDAP connectivity issues, certificate mismatches, and sync errors to maintain secure and reliable directory operations.

Mapped SCCM data to CI classes and attributes, ensuring normalization and reconciliation with existing CMDB entries.

Enabled automated compliance and asset reporting through SCCM integration workflows.

Installed, configured, and maintained MID Servers for Discovery, Orchestration, AIOps, and integration flows across hybrid environments.

Designed SPM workflows covering Demand, Project, Agile, and Resource Management to improve strategic alignment and governance across enterprise portfolios.

Implemented executive dashboards within SPM to provide real-time visibility into resource allocation, project performance, and roadmap-level progress.

Integrated sales workflows with CRM and CSM modules to maintain unified customer and transaction visibility.

Enhanced sales order accuracy through validation rules and automation scripts.

Designed service catalog items with dynamic variables, approval policies, and embedded automation to accelerate fulfillment.

Integrated catalog workflows with ITSM, HAM, SAM, and HRSD processes for fully traceable service delivery.

Customized CSM case workflows with contextual routing, entitlements, SLAs, and intelligent task generation to elevate customer experience and response quality.

Integrated CSM with communication tools like MS Teams, email, and customer portals to unify interactions and reduce case-handling complexity.

Deployed FSM and FSO solutions including scheduling, dispatching, mobile enablement, and route optimization to streamline field operations and reduce on-site delays.

Built custom FSM workflows for break/fix, installation, and inspection tasks using Flow Designer and Script Includes to support unique operational requirements.

Integrated FSM/FSO with inventory systems to enable real-time stock visibility, ensuring technicians are equipped before dispatch and reducing repeat visits.

Implemented AI-driven predictive maintenance models using Now Assist and performance data to identify high-risk assets and generate proactive work orders.

Configured Discovery schedules, probes, and patterns to scan distributed, cloud, and on-prem environments.

Performed discovery troubleshooting for credential issues, pattern failures, and network connectivity challenges.

Enabled APM capability mapping, assessment models, and application scoring to support portfolio rationalization.

Built APM dashboards to display application health, lifecycle, and business value insights.

Configured IAM integrations for secure authentication, role assignment, and policy-driven access enforcement.

Automated IAM provisioning workflows to maintain consistent identity governance across systems.

Integrated identity tools to support compliance, audit, and certification processes.

Configured EAM asset models, work orders, preventive maintenance plans, and lifecycle operations for enterprise asset tracking.

Developed JavaScript-based automation to validate XML API payloads, improving error handling and ensuring reliable integration between ServiceNow and external systems.

Created event-to-incident flows with dynamic suppression rules, noise reduction logic, and correlation models, enhancing monitoring efficiency and MTTR.

AIOps was deployed to reduce alert noise by correlating events and detecting anomalies using machine-learning models across the platform.

Designed custom enterprise applications on App Engine, integrating data models, Script Includes, and Flow Designer logic within App Engine itself.

DevOps pipelines were enhanced with automated unit tests, static code checks, and CI/CD controls embedded directly into the DevOps workflow.

Implemented REST, SOAP, and IntegrationHub connectors inside App Engine to orchestrate multi-system workflows across the enterprise.

Blue Cross & Blue Shield, Richardson, TX Mar/2011 - Aug/2014 Software Developer

Developed and enhanced enterprise web applications using Java, JavaScript, and HTML5, ensuring responsive UI behavior and cross-browser compatibility for high-traffic business systems.

Designed and implemented RESTful APIs in Java to support front-end operations, improve data exchange efficiency, and integrate seamlessly with third-party services.

Built dynamic and interactive UI components using JavaScript and jQuery, reducing page reloads and improving overall application responsiveness.

Collaborated closely with cross-functional teams—including QA, UI/UX, and product owners—to engineer new features, resolve defects, and deliver releases within Agile sprint cycles.

Wrote modular, reusable, and scalable Java code for core application services, applying object-oriented principles and improving system maintainability.

Designed relational database schemas, optimized SQL queries, and improved MySQL database performance to support large-scale, real-time transactions.

Implemented comprehensive unit and integration test suites using JUnit and Mockito, increasing code reliability and reducing production defects.

Collaborated with product managers and UI/UX teams to translate business requirements into technical specifications and deliver high-quality, scalable solutions.

Participated in CI/CD pipelines using tools like Jenkins and Git, supporting automated builds, test execution, and streamlined deployment workflows.

Assisted in troubleshooting production issues by analyzing logs, debugging Java code, and applying quick resolutions to maintain application availability.

Integrated third-party authentication and payment services using REST APIs and Java-based backend components, enhancing system functionality and security.

Implemented multi-threaded Java processes for background job execution, improving application responsiveness and throughput.

Performed front-end and back-end profiling using tools like Chrome Dev Tools and Java profilers to detect bottlenecks and optimize runtime performance.

Worked with JSON/XML data formats extensively while designing APIs and integrating with external systems.

Followed Agile/Scrum methodologies, participating in daily standups, sprint planning, and retrospectives to ensure development transparency and alignment.

Built user-centric features using JavaScript event handling, asynchronous calls, and DOM manipulation to enhance interactivity and responsiveness.

Supported application deployment across Dev, QA, and Production environments, validating configurations and ensuring successful rollout of new releases.

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