ABDUL RAHEEM SHAIK

ServiceNow Developer | ITSM | ITAM | ITOM | CMDB | Performance Analytics | Team

Leadership
Citizenship: United States Citizen | Clearance: Public Trust Clearance

PROFESSIONAL SUMMARY
Results-driven ServiceNow Architect and Team Lead with 9+ years of experience designing,
developing, and optimizing enterprise-wide ServiceNow solutions. Strong background in
leading development teams, mentoring junior engineers, and driving ServiceNow best practices
across ITSM, ITOM, ITAM, CMDB, and Performance Analytics.

Expert in integrating ServiceNow with third-party applications, automating business processes,

and implementing AI-driven solutions to improve IT service efficiency. Adept at collaborating
with cross-functional teams, defining project roadmaps, and ensuring scalable solutions aligned
with business goals.

Core Competencies:

✔ Leadership & Mentorship – Led multiple teams in designing and deploying ServiceNow
solutions, guiding developers, and ensuring code quality.
✔ Enterprise ServiceNow Implementations – Architected and deployed ITSM, ITOM, and
ITAM solutions across large enterprises.
✔ Process Optimization – Streamlined workflows, reducing manual efforts by up to 60% and
improving operational efficiency.
✔ Cross-Team Collaboration – Worked with IT, security, HR, and finance teams to align
ServiceNow solutions with business needs.
✔ Performance Analytics & AI – Designed advanced dashboards and predictive intelligence
models for KPI tracking and automation.

TECHNICAL SKILLS
ServiceNow Modules: ITSM, ITOM, ITAM, CMDB, HRSD, CSM, SecOps, GRC, SPM,
Performance Analytics
Scripting & Development: JavaScript, Glide API, Business Rules, Script Includes, Flow
Designer, UI Policies, UI/UX Development: Service Portal, Service Catalog, UI
Policies, UI Actions, Widgets, AngularJS, Bootstrap.
Web Technologies: HTML, CSS, Bootstrap, AngularJS, React, AJAX, XML, JSON
Databases: Oracle, MySQL, MongoDB, MS SQL Server
Version Control & DevOps: GitHub, BitBucket, Jenkins, SVN
Integration Tools: REST APIs, SOAP, MID Server, Integration Hub, LDAP, SSO, eBonding
Cloud & Infrastructure: AWS, Azure, Docker, Kubernetes
ITSM/ITIL Frameworks: ITIL v4, Agile, Scrum, Waterfall

PROFESSIONAL EXPERIENCE
Sr. ServiceNow Developer & Team Lead

Metropolitan Water District, Los Angeles, CA | Nov 2023 – Mar 2025

 Led a team of 6 ServiceNow developers in designing and implementing ServiceNow

solutions across ITSM, ITOM, and ITAM.
 Architected enterprise-wide CMDB enhancements, integrating SCCM, JAMF, and
Intune for real-time asset tracking and reconciliation.
 Designed and optimized ITAM workflows for asset procurement, contract renewals, and
EOL notifications, reducing manual efforts by 60%.
 Mentored junior developers, establishing coding best practices and improving team
efficiency.
 Designed intuitive Service Portal interfaces using custom widgets and UI scripts to
enhance user interaction and reduce navigation time.
 Created responsive UI Policies and Catalog Client Scripts for dynamic form behaviors,
improving form completion rates and accuracy.
 Integrated ServiceNow with Salesforce, Workday, and third-party ITSM tools via
REST APIs, streamlining data flow.
 Developed Performance Analytics dashboards to track KPIs for incident resolution
time, SLA adherence, and asset utilization.
 Spearheaded Security Incident Response (SIR) enhancements, automating risk scoring
and remediation workflows.

ServiceNow Senior Developer & Lead Consultant

Tech Mahindra, San Francisco, CA / Texas | Jul 2021 – Nov 2023

 Led a ServiceNow Center of Excellence (CoE), driving process improvements and best
practices for ITSM and ITOM implementations.
 Managed end-to-end ITSM solutions for Incident, Change, Problem, and Service
Catalog workflows, ensuring ITIL compliance.
 Integrated ITAM with SCCM, JAMF, and Intune, reducing software over-licensing
by 30% and improving compliance.
 Championed eBonding integrations, ensuring real-time synchronization of incidents
and changes across external systems.
  Spearheaded Predictive Intelligence and Virtual Agent deployment, increasing self-
service adoption and reducing service desk calls by 40%.
 Optimized CMDB Discovery and reconciliation, eliminating duplicate CIs and
improving data integrity by 35%.
 Developed tailored Service Catalog UI experiences aligned with ITIL processes,
simplifying request submissions and approvals.
 Improved portal load times and widget performance by optimizing AngularJS-based
Service Portal components.
 Trained and mentored junior developers, fostering a knowledge-sharing environment
and improving team productivity.

ServiceNow Developer & Technical Lead

American Express (AMEX), Phoenix, AZ | Aug 2018 – Jun 2021

 Led a team of 5 developers, driving successful ServiceNow ITAM and CMDB

enhancements.
 Deployed Predictive Intelligence machine learning models, improving incident
classification accuracy by 50%.
 Developed custom Service Portal UI enhancements using AngularJS and Bootstrap,
boosting user engagement.
 Implemented HRSD modules including Case and Knowledge Management, Employee
Service Center, and Lifecycle Events to streamline HR operations and improve employee
satisfaction.
 Integrated HRSD with Workday and Active Directory, enabling automated employee
onboarding, offboarding, and role-based access provisioning.
 Developed custom HR Case workflows for Benefits, Payroll, and Employee Relations,
reducing resolution time by 35% and improving HR compliance.
 Designed and configured Employee Service Portal using Service Portal widgets and
themes, improving user experience and increasing HR self-service adoption by 40%.
 Automated HR task assignments and SLAs using Flow Designer and Virtual Agent,
reducing manual intervention and ensuring faster HR service delivery.
 Ensured data privacy and compliance with HIPAA and GDPR standards while
handling employee data across integrated systems.
 Collaborated with HR leadership to define and implement HR operational metrics using
Performance Analytics, enhancing visibility into service performance.
 Integrated ServiceNow HRSD with Workday, automating employee onboarding and
reducing manual processing time.
 Improved CMDB accuracy by designing custom Integration Hub ETL Frameworks,
ensuring seamless asset data ingestion.

ServiceNow Developer
International Monetary Fund (IMF), Washington, DC | Dec 2017 – Aug 2018

 Led a Change, Incident, and Problem Management revamp, aligning workflows with
ITIL best practices.
 Managed ServiceNow to Remedy migration, ensuring seamless data transition and
minimal downtime.
 Developed UI macros and custom catalog forms, improving the end-user experience.

ServiceNow Administrator

American College of Commerce and Technology, Alhambra, CA | Jan 2016 – Nov 2017

 Managed ServiceNow implementations for multiple clients, configuring portals,

modules, and integrations.
 Led third-party integrations, enabling automated ticketing and improved SLA tracking.

LEADERSHIP & TEAM MENTORSHIP EXPERIENCE

 Led and mentored ServiceNow teams of 5-10 developers across multiple
organizations.
 Established coding best practices, implemented peer code reviews, and improved overall
team efficiency.
 Conducted ServiceNow training workshops, upskilling junior developers and business
analysts.
 Spearheaded the creation of ServiceNow Centers of Excellence (CoE) to standardize
implementations.

CERTIFICATIONS
✔ Certified ServiceNow Administrator (CSA)
✔ ITIL v4 Foundation Certified

KEY ACHIEVEMENTS
✅ Reduced incident resolution time by 40% through AI-driven Performance Analytics
dashboards.
✅ Led 50+ integrations with external ITSM tools, ensuring seamless workflow automation.
✅ Optimized CMDB discovery, increasing data accuracy by 35% and reducing duplicate CIs.
✅ Implemented Virtual Agent & Predictive Intelligence, reducing IT service desk workload

✅ Improved self-service adoption, enhancing employee experience through a redesigned

Service Portal.

EDUCATION
🎓 Master’s in Computer Science | 2017 | American College of Commerce and Technology, CA
🎓 Bachelor’s in Computer Engineering | 2014 | Muffakham Jah College of Engineering and
Technology

WHY HIRE ME?

9+ Years of Expertise in ServiceNow ITSM, ITOM, ITAM, CMDB, and Performance
Analytics.
Proven Leader & Mentor, driving high-performing teams and best practices. Strong
Collaboration Skills, working cross-functionally with IT, Security, HR, and Finance
teams. Certified & Clearance Approved: ServiceNow CSA | ITIL v4 | Public Trust Clearance.