About
Looking forward to contributing my expertise as a ServiceNow Developer to build efficient, scalable, and user-focused solutions. With 2.6 years of experience in ServiceNow development and administration, and as a Certified ServiceNow Administrator, skilled in ITSM, CSM, and Employee Center Pro modules. Proficient in JavaScript, Glide API, Flow Designer, IntegrationHub, and Service Portal development, with hands-on experience integrating ServiceNow with CyberArk, Azure AD, Okta, and Jira using REST APIs.
Skills & Expertise (39)
Work Experience
ServiceNow Developer
Fidelity National Information Services Inc.
Present - Present
Developed and customized UI Pages, UI Actions, and Quick Messages to improve user interactions and streamline case handling. Configured and optimized SLAs for Incident, Problem, and Case Management to ensure compliance with service delivery targets. Designed and implemented custom reports and dashboards for performance monitoring and operational insights. Integrated Jira with ServiceNow to enable bidirectional synchronization of tickets and updates between development and support teams. Created and customized Knowledge Articles to enhance self-service and knowledge sharing across the organization. Worked on Incident, Problem, and Service Catalog Management modules, including Business Rules, Client Scripts, and UI Policies for process automation. Developed Multi-Row Variable Sets for the Service Catalog; imported data from Excel into MRVS for dynamic catalog item creation and testing. Implemented Scheduled Jobs for automation of recurring processes and data synchronization tasks. Customized Agent Workspace and Configurable Workspaces to improve case handling efficiency and user experience. Ensured smooth delivery by following Agile development practices, performing UAT support, and delivering technical documentation. Automated and streamlined multiple operational workflows, reducing manual effort and improving case resolution times. Enhanced visibility into service performance through customized reports and SLA tracking. Strengthened collaboration between ServiceNow and Jira, improving cross-team communication and issue tracking.
ServiceNow Developer
BlueCross BlueShield Arizona
Present - Present
Designed and developed Service Catalog items and associated workflows to streamline service request processes across departments. Executed user import activities, ensuring accuracy and data integrity during platform reimplementation. Configured and maintained Knowledge Management, enabling structured documentation and self-service support for end users. Set up and customized Notifications and Surveys, improving communication and user feedback collection. Implemented and fine-tuned Access Control Lists to secure data and enforce proper role-based access permissions. Configured Service Level Agreements for Incident and Request Management modules to ensure timely resolution and compliance with organizational SLAs. Delivered enhancements in Incident, Request, and Universal Request Management, ensuring smooth case handling and automation of escalations. Assisted in the Employee Center setup, including layout configuration and integration of knowledge and catalog content. Built custom reports and dashboards to provide visibility into KPIs, SLA performance, and service trends. Collaborated with cross-functional stakeholders to gather requirements, perform testing, and ensure successful go-live under Agile methodology. Successfully supported the replatforming of ServiceNow, improving system stability and usability for 5,000+ employees. Enhanced service visibility and accountability through automated SLAs, notifications, and real-time reporting. Improved employee engagement and self-service adoption via the newly implemented Employee Center.
ServiceNow Developer
Magellan Midstream Partners, L.P.
Present - Present
Designed and developed custom UI Pages and UI Actions to extend ITSM module functionalities and improve user interaction. Created and configured custom tables and custom tabs across Incident, Change, and Problem forms to support CyberArk integration and privileged access workflows. Developed and automated approval processes using Flow Designer, improving request and access management efficiency. Configured and customized notifications to alert relevant stakeholders on approval, access, and integration events. Integrated CyberArk with ServiceNow using REST APIs, enabling secure password vaulting and automated credential management. Developed Business Rules, Client Scripts, Script Includes, and Scheduled Jobs to handle data synchronization, automate actions, and support real-time communication between CyberArk and ServiceNow. Ensured compliance with organizational security standards through access control, logging, and automated audit trails. Collaborated with CyberArk and ServiceNow platform teams to validate integration, troubleshoot issues, and deliver production-ready solutions. Successfully implemented a secure CyberArk–ServiceNow integration, automating privileged access provisioning and deprovisioning. Enhanced ITSM security posture and compliance by eliminating manual credential sharing processes. Improved user efficiency and approval turnaround time through automation of access-related workflows and notifications.
ServiceNow Developer
Infocenter - An Insight Company
Jun 2023 - Present
Configured Employee Center Pro portal records, including login page, menu items, service catalogs, and knowledge bases. Applied custom branding to align with corporate identity and improve user experience. Designed and customized widgets, including configuration of layout, widget instances, and content alignment with wireframes. Defined and implemented taxonomy and topic structures to organize and surface relevant content efficiently. Mapped services and knowledge articles to Topics and configured audiences to deliver targeted and role-based content. Created and managed Employee Center content, including banner announcements, upcoming events, calendars, and quick links for improved employee engagement. Developed and configured a custom App Launcher integrated with Azure AD and Okta, enabling secure SSO access to enterprise applications. Configured IntegrationHub Spokes for Okta and Azure AD, scheduled sync jobs, and managed application assignments dynamically. Implemented AI Search and updated EC home and topic pages to include the App Launcher widget with custom icons, titles, and descriptions. Ensured high usability and performance through iterative testing, layout optimization, and user feedback incorporation. Delivered a fully branded, role-based Employee Center Pro portal adopted by 10,000+ users. Streamlined user access with a centralized App Launcher supporting 50+ enterprise applications via SSO. Created, reviewed, and deployed Update Sets across development, test, and production instances to ensure controlled migration of configurations and maintain platform integrity. Enhanced employee engagement through structured content taxonomy, targeted audiences, and automated content delivery.
Education
Bachelor of Engineering - University of Mumbai
2018 - 2022 · Afghanistan
Certifications
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Skills (39)
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