Summary
Overview
Work History
Education
Skills
Education Certifications
Personal Information
Timeline
Generic

Muhammad Faisal

Columbus

Summary

I have 7+ years of experience in developing, implementing, and maintaining ServiceNow applications, and I hold certifications in ITIL V4, Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS- ITSM). My expertise spans across various ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, SPM, and CSM. Additionally, I possess a deep understanding of ServiceNow development best practices, ITIL processes, and have experience in all phases of the Software Development Life Cycle (SDLC). I am well-versed in quality management systems and project life cycle processes, including both Waterfall and Agile methodologies, as well as Scrum. I create workflows, integrate systems, and develop automation scripts using REST and SOAP. I customize ServiceNow applications and troubleshoot technical issues to ensure solution stability. I design and develop ServiceNow solutions using JavaScript, HTML, CSS, and AngularJS to meet business requirements. I collaborate with stakeholders to convert business needs into technical requirements. I’m a flexible team player with a proven ability to adapt in dynamic environments. My commitment to continuous learning has fueled my professional growth. I possess strong communication, project management, and interpersonal skills, and consistently deliver high-quality solutions on time and within budget. My experience spans healthcare, e-commerce, and financial services, providing me with a broad perspective.

Overview

8
8
years of professional experience

Work History

Senior ServiceNow Developer

IBM
04.2022 - Current
  • Led end-to-end efforts of implementation and customization of ServiceNow ITSM modules, enhancing IT Services management (ITSM) and improving incident response, resolution times, and infrastructure monitoring
  • Designing and implementing new functionalities using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists
  • Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities
  • Architected and deployed complex integrations between ServiceNow and third-party systems using REST/SOAP APIs, ensuring seamless data synchronization and process automation, improving cross-platform connectivity and service integration
  • Managed and optimized ServiceNow CMDB (Configuration Management Database), establishing and maintaining accurate relationships between Configuration Items (CIs) and dependencies, ensuring data governance, integrity, and alignment with ITIL best practices
  • Spearheaded the development of HRSD solutions (Human Resource Service Delivery), automating HR case management, employee lifecycle workflows, and employee self-service portals to streamline HR operations and improve employee experience
  • Implements ServiceNow HRSD to streamline HR case and knowledge management, enhance the Employee Service Center, and automate HR workflows, improving service efficiency and employee experience
  • Utilized web technologies like XML, AJAX, HTTP, and TCP/IP to develop and integrate ServiceNow applications
  • Integrates ServiceNow HRSD with leading HCM platforms (Workday, SAP SuccessFactors, Oracle HCM), payroll, and benefits systems, ensuring scalability, data security, and seamless HR operations across enterprises
  • Led the configuration and customization of ServiceNow CSM (Customer Service Management), optimizing customer case management, enhancing case routing, and improving customer engagement to drive service excellence and customer satisfaction
  • Developed ITAM (IT Asset Management) solutions, integrating with procurement and asset tracking systems to manage asset lifecycle, track hardware/software compliance, optimize asset utilization, and reduce operational costs
  • Designed and implemented ITSM Major Incident Processes, streamlining incident tracking, resolution, and escalation workflows to improve response times
  • Enhanced ITSM processes (Incident Management, Change Management, Problem Management, and Knowledge Management) by designing automated workflows, improving service delivery, reducing resolution times, and driving operational efficiency
  • Worked with relational databases to structure and optimize ServiceNow CMDB, ensuring data accuracy and governance
  • Implement and manage the Common Service Data Model (CSDM) across ServiceNow, ensuring accurate mapping, data integrity, and integration with IT and business processes
  • Led Major Incident Management (MIM) efforts by coordinating and resolving high-priority incidents, ensuring minimal disruption to business operations
  • Led Agile-based projects, collaborating with cross-functional teams, gathering business requirements, creating technical specifications, and ensuring the seamless implementation of ServiceNow solutions aligned with organizational objectives
  • Designed and deployed automated workflows using ServiceNow Flow Designer, Orchestration, and Integration Hub, improving efficiency, reducing manual tasks, and enhancing service delivery for business operations
  • Developed and implemented custom reporting and dashboards to track KPIs and metrics across ITOM, ITBM, HRSD, ITAM, and ITSM modules, enabling data-driven decision-making and ensuring alignment with business goals
  • Managed and optimized ServiceNow MID Server configuration for Discovery, ensuring robust communication between ServiceNow and on premise systems and maintaining effective system monitoring and integration
  • Provided technical leadership and mentorship to junior developers and administrators, conducting code reviews, enforcing best practices, and ensuring the adherence to ServiceNow development standards
  • Collaborated with business stakeholders to define and implement ServiceNow solutions tailored to business needs, driving operational efficiency, automation, and enhanced service delivery across ITSM, ITBM, HRSD, and ITOM modules
  • Managed continuous improvement initiatives for ServiceNow modules, including implementing new features, updates, and enhancements to ensure the platform evolves with business requirements and technological advancements
  • Utilized ServiceNow Integration Hub and REST API Explorer to streamline the creation and testing of API connections, improving integration with systems like Active Directory, LDAP, and FireEye
  • Designed, developed, and implemented REST and SOAP APIs to integrate ServiceNow with third-party systems, ensuring seamless data flow and process automation
  • Developed and executed User Acceptance Testing (UAT) strategies, ensuring ServiceNow enhancements across ITOM, ITBM, CSM, HRSD, and ITSM meet business requirements and quality standards
  • Analyzed and implemented Client Requirements and Customer Requirements to develop scalable ServiceNow solutions, ensuring seamless business process automation
  • Conducted comprehensive Functional Testing to validate ServiceNow configurations, customizations, and integrations, ensuring system stability and compliance
  • Led ServiceNow deployments, ensuring successful Customer Acceptance by aligning deliverables with stakeholder expectations and business objectives
  • Led presentations on solution design, project strategies, and technical implementations, ensuring alignment with business objectives in an agile methodology environment
  • Developed and refined user stories, collaborating with stakeholders to translate business requirements into actionable tasks within the agile methodology framework
  • Contributed to the strategic direction of ServiceNow architecture, ensuring scalability, security, and alignment with both IT and business objectives, driving improvements in service management
  • Spearheaded digital transformation efforts by architecting and deploying innovative technical solutions within ServiceNow, enhancing workflow automation, streamlining operations, and delivering measurable business value
  • Served as a technical expert, providing strategic leadership and overseeing technical design of ServiceNow implementations, ensuring scalable, efficient, and future-proof solutions aligned with organizational goals
  • Drove product adoption by executing targeted change management initiatives, delivering comprehensive user training, and optimizing system performance to ensure high user engagement and consistent platform utilization across departments
  • Led ServiceNow training programs for administrators and end-users, creating documentation and providing hands-on training sessions to ensure smooth platform adoption and utilization
  • Ensured adherence to ITIL best practices across ServiceNow modules, including Incident, Change, Problem, Knowledge, and Asset Management, improving service delivery, reducing operational risks, and enhancing compliance across the organization

ServiceNow Developer

HPO
10.2018 - 03.2022
  • Led the design, development, and customization of ServiceNow applications using App Engine Studio, including UI Builder, Catalog Builder, and Mobile App Builder, to create intuitive user interfaces, workflows, and mobile applications for ITSM, ITOM, and ITBM
  • Implemented and integrated ServiceNow Virtual Agent and Chatbot functionality to automate customer service processes, enhance user engagement, and improve incident management and service requests across the ServiceNow platform
  • Configured and optimized ServiceNow Security Operations (SecOps) modules, including Vulnerability Response, Incident Response, Security Incident Management, and Security Operations, ensuring rapid identification, resolution, and prevention of security incidents
  • Designed and implemented ServiceNow Governance, Risk, and Compliance (GRC) solutions, including Policy and Compliance Management, Risk Management, and Audit Management, ensuring comprehensive risk management, compliance tracking, and audit readiness
  • Architected and configured ServiceNow Service Portfolio Management (SPM), Service Level Management (SLM), and Financial Management to deliver data-driven insights and optimize service delivery and resource allocation across the enterprise
  • Served as the Incident/Problem Process Owner, defining and improving ITIL-aligned workflows to enhance incident resolution and root cause analysis
  • Developed complex integrations between ServiceNow and third-party applications using REST/SOAP APIs, Integration Hub, and MID Servers, enabling seamless data exchange, process automation, and third-party software integrations
  • Acted as the primary liaison for stakeholder engagement for incident resolution, ensuring transparent communication with business leaders and technical teams
  • Automated business workflows using Flow Designer, Integration Hub, and ServiceNow Orchestration, streamlining critical business processes, reducing manual effort, and improving operational efficiency across ITSM, ITOM, and SecOps modules
  • Customized and managed ServiceNow Service Catalog, including creating user-friendly catalog items, defining approval workflows, implementing automated provisioning, and integrating with backend systems for seamless fulfillment
  • Developed and maintained advanced business rules, client scripts, UI policies, and UI actions within ServiceNow to enforce business logic, automate tasks, and optimize user experience across various modules, including ITSM, ITOM, and ITBM
  • Implemented IT Operations Management (ITOM) solutions in ServiceNow, including Discovery, Service Mapping, Event Management, and Orchestration, ensuring real-time visibility into operational health, infrastructure, and services
  • Collaborated with cross-functional teams to gather business requirements, translate them into technical specifications, and ensure that ServiceNow applications and modules met business needs, aligned with ITIL best practices, and supported enterprise service management (ESM)
  • Provided expert-level troubleshooting, support, and configuration management for ServiceNow applications, ensuring optimal system performance, uptime, and reliability, and resolving complex issues across ITSM, ITOM, and SecOps
  • Designed and configured Performance Analytics dashboards, KPIs, and reports in ServiceNow, providing stakeholders with actionable insights into service performance, trends, business operations, and customer satisfaction
  • Designed and implemented IT Asset Management (ITAM) solutions in ServiceNow, streamlining asset lifecycle management and ensuring compliance across hardware and software assets
  • Configured and optimized Hardware Asset Management (HAM) processes, enabling accurate asset tracking, procurement, inventory management, and end-of-life disposal
  • Led Software Asset Management (SAM) initiatives, managing software licenses, ensuring compliance, optimizing costs, and integrating with vendor contracts and discovery tools
  • Integrated ITAM with CMDB and ServiceNow Discovery to automate asset reconciliation, improve data accuracy, and enhance visibility for IT operations
  • Managed the implementation of ITIL processes including Incident Management, Change Management, Problem Management, and Knowledge Management in ServiceNow, ensuring alignment with industry best practices and improving operational efficiency
  • Mentored junior developers, provided technical leadership, and promoted knowledge sharing and best practices for developing ServiceNow solutions, including customizing workflows, business rules, and scripts
  • Worked on continuous improvement initiatives for ServiceNow, automating workflows, enhancing service delivery, optimizing resources, and ensuring the seamless execution of business processes across ITSM, ITOM, and SecOps modules
  • Coordinated and supported ServiceNow platform upgrades, patches, and releases, ensuring minimal disruption to service delivery while maintaining up-to-date features, security fixes, and integration compatibility
  • Developed detailed test cases, conducted system testing, and supported user acceptance testing (UAT) in ServiceNow, ensuring all functional, technical, and user requirements were met before production deployment
  • Collaborated with business users and stakeholders during UAT to validate ServiceNow solutions, ensure business requirements were met, and refine ServiceNow applications for optimal performance and user experience
  • Led technical requirements gathering and analysis to design scalable ServiceNow solutions aligned with enterprise Business Architecture and industry best practices
  • Developed and implemented Software Architecture strategies to optimize system performance, ensuring seamless integration with external platforms and enterprise workflows
  • Applied Architectural Theory principles to enhance platform scalability, security, and maintainability, driving innovation in ServiceNow development and implementation
  • Managed and configured API security protocols (e.g., OAuth, Basic Authentication, SAML) to ensure secure communication between ServiceNow and third-party services, including integrations with Security Incident Response and Incident Management
  • Optimized API performance, focusing on integration efficiency with external systems, such as Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) solutions

ServiceNow Administrator

Freedom Mortgage
03.2017 - 09.2018
  • I specialize in designing and developing custom business applications, including customizing workflows and writing JavaScript scripts
  • I work with vendors to ensure updates, replacements, and repairs happen on time, and I manage vendor agreements within HAM to streamline procurement and support
  • I have strong skills in managing the CMDB, ensuring IT asset data is accurate and up-to-date, and I have a good understanding of configuring, customizing, and managing different ServiceNow modules
  • I collaborate with cross-functional teams to align CSM workflows with business needs, ensuring a consistent customer experience and continuous improvement
  • I have experience with Service Catalog and Service Level Management administration, as well as configuring CMDB data and creating ITSM process templates
  • I’ve gathered business requirements for BMC Analytics and ITSM reporting and developed policies for ITSM changes
  • I manage incident, problem, change, release, deployment, task, and knowledge management modules, providing ongoing support and maintaining clear communication with stakeholders
  • I’ve integrated FireEye tools with ServiceNow using scripting to improve communication
  • I’m skilled in troubleshooting and improving system performance, leading initiatives to optimize ServiceNow’s ticketing and incident management systems
  • I have experience in HRSD, configuring portals and creating onboarding solutions, and working with teams to develop HR templates and services
  • I’m also experienced in ITSM and have worked with decision tree applications using Neo4J graph databases
  • I’ve improved LDAP integrations, managed Active Directory imports, and worked on data integration with external applications
  • I’ve developed automated workflows using ServiceNow Orchestration, including Active Directory management, service requests, and change management workflows

Education

Bachelors -

in Computer Science

Skills

  • ITSM
  • ITOM
  • ITAM
  • ITBM
  • SPM
  • HRSD
  • CMDB
  • CSM
  • Service Portal
  • Service Catalog
  • Discovery
  • App Engine Studio
  • UI Builder
  • Catalog Builder
  • Mobile App Builder
  • Flow Designer
  • Integration Hub
  • Glide Script
  • Glide AJAX
  • Workflow Designer
  • Service Mapping
  • NOW Mobile App
  • Virtual Agent
  • Creator Studio
  • JSON
  • NET
  • AJAX
  • NODEJS
  • REST/SOAP
  • PL/SQL
  • JAVASCRIPT
  • HTML
  • CSS
  • ANGULAR JS
  • CSS/HTML
  • GIT HUB
  • AWS
  • Python
  • PowerShell
  • Atlassian Jira
  • SSO
  • SAML
  • LDAP
  • Agile/Scrum
  • Kanban
  • Weekly sprints
  • Daily Standups
  • Problem Solving
  • Customer-Centric
  • Verbal Communication Skills
  • Written and Verbal Communication
  • Technological Adaptability
  • Communication Skills
  • Strong Work Ethic
  • Solve Problems
  • Openness to Criticism
  • Compassionate
  • Decision Making
  • Caring
  • Ability to Work Independently
  • Articulate
  • Professional Services
  • Provide Guidance
  • Quick Learning
  • Requirement Gathering
  • Collaboration
  • Discipline
  • Analytical Skills
  • Ability to Work Under Pressure
  • Multi-Tasking
  • Teamwork
  • Conflict Resolution
  • Interpersonal Skills
  • Leadership
  • Reporting

Education Certifications

  • Certified Application Developer (CAD)
  • Certified System Administrator (CSA)
  • CIS ITSM
  • ITIL Foundation Certification
  • Bachelors in Computer Science

Personal Information

  • Citizenship: U.S Citizen
  • Title: Senior ServiceNow Developer

Timeline

Senior ServiceNow Developer

IBM
04.2022 - Current

ServiceNow Developer

HPO
10.2018 - 03.2022

ServiceNow Administrator

Freedom Mortgage
03.2017 - 09.2018

Bachelors -

in Computer Science

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Muhammad Faisal