About
Results-driven ServiceNow Developer with 4.6 years of experience designing, configuring, and optimizing enterprise ServiceNow solutions across ITSM, CMDB, Discovery, and Hardware Asset Management. Proven track record of automating complex workflows, improving CMDB data integrity, and delivering end-to-end solutions aligned with CSDM and ITIL frameworks. Adept at cross-functional collaboration in Agile environments with a strong command of integrations (REST, JDBC, Service Graph Connectors) and scripting best practices.
Skills & Expertise (23)
Work Experience
ServiceNow Developer
BDO India LLP
Nov 2023 - Apr 2024
Designed and delivered multiple custom ServiceNow applications from requirements-gathering through deployment, following platform development best practices and SDLC documentation standards, reducing client operational effort by automating previously manual processes. Implemented Business Rules (Before/After/Async), Client Scripts, UI Policies, UI Actions, ACLs, and Script Includes to enforce business logic, automate approval routing, and improve UI responsiveness across multiple applications. Built complex Flow Designer flows and legacy Workflow automations to manage approval chains, dynamic task assignments, and SLA-driven escalation notifications, reducing manual intervention in business processes. Implemented JDBC Probe and MID Server-based integrations to synchronize data between ServiceNow and external enterprise systems, ensuring real-time data consistency and reducing manual import efforts. Designed and customized Service Portal widgets and UI Pages based on stakeholder requirements, improving self-service adoption rates and enhancing end-user experience. Configured role-based access control (RBAC) and granular ACLs to restrict access to sensitive CI and asset data, ensuring compliance with data governance and security policies. Configured Scheduled Jobs, Scheduled Data Imports, and Transform Maps to automate recurring third-party data loads, ensuring consistent and timely data synchronization with zero manual intervention. Authored comprehensive technical design documents covering data models, table relationships, workflow logic, and architecture diagrams, accelerating onboarding and knowledge transfer for development teams.
ServiceNow Developer
ADP (Automatic Data Processing)
May 2024 - Present
Architected and delivered end-to-end solutions across Incident, Change, Problem, Knowledge Management, and Service Catalog modules, reducing average ticket resolution time by streamlining workflows and automated task routing. Designed and executed Discovery schedules across defined IP subnet ranges, automating infrastructure identification and achieving a measurable improvement in CMDB autopopulation accuracy, reducing manual CI entry effort significantly. Engineered Identification and Reconciliation Engine (IRE) rules governing CI identification logic across multiple data sources, eliminating duplicate CI creation and improving CMDB data integrity for 10,000+ configuration items. Performed periodic CMDB health checks, audits, normalization, and reconciliation aligned with CSDM standards, reducing stale and orphaned CIs and ensuring audit-ready compliance reports for management stakeholders. Configured hardware request catalog items with multi-stage automated approval and fulfillment workflows, cutting hardware provisioning turnaround time and improving enduser satisfaction scores. Tracked hardware warranties, lease contracts, and maintenance SLAs, enabling proactive vendor coordination for timely renewals and generating depreciation and compliance reports for audit teams. Diagnosed and resolved Discovery log errors including classification failures, credential issues, pattern mismatches, and identification conflicts, increasing overall Discovery success rate by optimizing probe and sensor configurations. Coordinated risk assessments, implementation plans, and postimplementation reviews for standard and emergency changes, ensuring adherence to change governance policies.
ServiceNow Developer
IBM India Pvt. Ltd
Jun 2021 - Oct 2023
Designed and deployed interactive executive dashboards tracking KPIs, SLA compliance, asset utilization metrics, and operational performance, enabling data-driven decision-making for senior leadership. Developed inbound and outbound REST API integrations enabling secure, real-time data exchange between ServiceNow and external third-party platforms, replacing manual data transfer processes and improving data accuracy. Developed Client Scripts, UI Policies, Business Rules, UI Actions, and ACLs to automate business validations, field-level controls, and user experience enhancements across ITSM modules. Executed large-scale data loads using Import Sets and Transform Maps to migrate and synchronize records from legacy third-party systems into ServiceNow, ensuring data integrity and field-level mapping accuracy. Managed update sets to promote customizations across Development, Test, and Production environments following change management standards, ensuring zero-defect production deployments. Configured inbound/outbound Email Notifications, Mail Scripts, and Inbound Email Actions to automate ticket creation and stakeholder communication workflows, reducing manual ticketlogging effort. Developed reusable Script Includes to enforce modular server-side scripting patterns, improving code maintainability and reducing average script execution time through query optimization techniques. Supported system testing, UAT, and post-deployment validation activities, collaborating with business stakeholders to ensure stable production releases and address post-go-live defects promptly.
Education
Bachelor of Commerce (B.Com) – Computers - Adikavi Nannaya University
2017 - 2020 · Afghanistan
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Skills (23)
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