SABIH AHMED | ServiceNow Architect | IT Innovation & Transformation Services

[email protected] | linkedin.com/in/s-ahmed-b55918207/ | (828) 513-0725

PROGRAM MANAGEMANT SUMMARY

 13+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business
applications for Manufacturing, Financial Banking, Health and Insurance and Utilities vertical
 Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident
Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.
 Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and
configuration of ITSM tools.
 Experience in designing, development and implementation of ServiceNow ITSM Platform applications and modules
(ex. Incident, Problem, Change, CMDB, Service Catalog, GRC, PPS, Security Vulnerability, Discovery, HR, MID
SERVER Facilities, Performance Analytics, various integrations, and various custom applications).
 Hands-on experience in technical implementation of Incident Management, Problem Management, Change
Management and Service Catalog.
 Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor Good
knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.
 Designed and configured different Workflows for various Service Catalog items and implementing end-to-end
Service Catalog.
 Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data
collection templates for Incidents, problems, SLA's, CMDB, Software Asset management, Hardware Asset
management etc.
 Experience in Design, manage and analyze CMDB (Configuration Management) configuration items and its
integrations like Infoblox, EquipDBand SCCM
 Development of Service Portal for all ESS users using UI Pages, UI Macros, Dynamic Blocks, HTML, CSS,
JavaScript and Bootstrap.
 Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.
 Created data sources and loaded the Service-Now tables with different data formats
 Created transform maps both automatic field mapping and scripting
 Worked on Asset Management and loaded the data into it.
 Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
 Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
 Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs
for business workflows, ticketing or other ITSM requirements.
 Developing java scripts and configuring workflows to implement additional features, customizations and enable the
process flow.
 Developed reports as per requirements from management.
 Documented all implementations and best practices defined within team.
 Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for
quarterly releases
 Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
 Design and architect software asset management solutions using the SAM Pro module in ServiceNow
 Configure the SAM Pro module in ServiceNow, including defining software entitlements, licenses, contracts, and
vendor information.
 Experienced in Configuring, Customizing, Upgrading ServiceNow tool (including MSP instances) for various ITIL
 Processes like Incident, Problem, Change, Service Request, Asset and Configuration management.
 Designed of various Service Catalog items using Designer and Record Producers and Defining workflows for the
Catalog items, Approvals and Dynamic tasks in ServiceNow.
 Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate
ServiceNow with internal/ external systems and tools.
 KNOWLEDGE &SKILLS OVERVIEW
 ServiceNow Tools: ServiceNow ITSM SUTE, HP Server Manager, HP Asset Manager, ITOM, ITIL, ITAM,
CMDB, ITBM
 Languages: C, C++, Java, JavaScript, Jelly, Angular-Js, HTML, Bootstrap, AJAX, CSS and XML
 Scripting Language: JavaScript, Jelly Script, JSON, PowerShell, Python, Java scripts, Angular Js, Bootstrap,
Jelly Scripting, CSS Styling, HTML & XML
 Database: Oracle 11g/10g/ 9i/8i, MS Access, MS SQL Server 2008R/2019, CMDB
 Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script, BM Web
Sphere 6.x, Web Logic 10, Apache Tomcat
 Operating System: UNIX, Linux, and Windows
 Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).
 ITIL: Proficient:
 ITSM Suite, Service Now, BMC Remedy ARS 7.6.x/7.x/6.x.
 Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and
Streams, JDBC
 J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans
 Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum
 Databases: MSSQL, Oracle 11g, MySQL
 Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat
 IDE: Eclipse, Net Beans, TOAD
 Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

Professional Experience

Client: Calpine – Houston TX | Aug 2021 – Current

Senior ServiceNow Developer | ITSM, Discovery, ITBM, PPM, APM, SAM, HAM

 Experience in developing custom applications using ServiceNow's Service Portal.

 Ability to develop and maintain custom applications using ServiceNow's Application Development Framework.
 Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration,
and Record Producers.
 Design implementation customization and support of ServiceNow App Engine for Application workflows
 Creation of documentation and artifacts for the design solution
 Supported PPM Product Management as an SME providing customer requirements, emerging industry trends, and
best practices.
 Worked on enhancing Incident Management, Problem Management, Change Management, Knowledge
Management, Asset Management, CMDB and SNOW Reporting utilizing ITIL process.
 Collaborated with change management teams to ensure FSM configuration changes are documented, reviewed, and
approved before implementation
 Trained dispatchers, managers, and technicians on the functionalities of FSM and providing best practices on its
usage.
 Developed user guides and standard operating procedures (SOPs) to facilitate the adoption of FSM by field teams.
 Worked on GRC application (Governance, risk and compliance).
 Implemented Asset management and integrated it with the workday to push the information of the asset attached to
humans so the record in both the systems is marched and upon Termination HR will collect the asset.
 Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.
 Involved in GRC configuration for RAR and SPM. Designed custom Rule sets as per the requirement.
 Completed Spend performance management (SPM 3.0) implementation
 Responsible for ServiceNow Upgrade process including Clone Downs and project plans. To date have only one
major incident across 8 upgrades.
 Involved in PPM enhancements and integrated with various modules.
 Present cost analysis based on the Application/Server Cost Stack (staff, contracts and infrastructure) focused on
providing cost transparency to enable healthier IT Business Management decisions (ITBM)
2
  Created Several Custom Portals including Reporting and Analytics portal, CWOW Portal, Account Attestations.
 Supported Federal Services practice PPM implementation as SME by delivering PPM/PM Dashboards and
standardized reporting for leadership incorporating Project Management best practices
 Performed unit and comprehensive testing to drive functional and technical deliverables.
 Customized the SPM data sources to suit the custom requirements to implement Spend KPIs
 Implemented New hire onboarding process as a custom scoped application in ServiceNow.
 Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge
Management,
 Developed Onboarding Service Requestor onboarding the employees, appropriate form as well as workflow logic
customization done to suit the requirement.
 Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and
HRSD.
 Involved in planning and coordinating the Implementation plan for every release in ServiceNow .
 Experience in transferring of data from one instance to another by creating and modifying Update sets
 Hands-on experience with Access Control Lists ( ACLs ) and SLAs as per the requirements.
 Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
 Configuring Email Notification to alert the users about specific activities in the system.
 Developed solutions using Web Services, SOAP, JavaScript and other web technologies to integrate ServiceNow
with internal/external systems and tools.
 Implemented JDBC Export to execute custom SQL queries in the target database based on requirements.

Client: Santander Bank – Boston, MA | June 2019 – July 2021

ServiceNow Architect | App Engine Studio, ITSM, CMDB, App-development

 Putting together design documentations based on the Business Requirements.

 Implemented a customized application, SDLC, Service Catalog, AD Orchestration, Portal modules using
ServiceNow’s form Design, Notification Engines, Workflow Designer, Java Scripting, UI Actions, UI Policies,
Client Scripting, AD Orchestration and Business Rules.
 Created test scripts for FSM processes using ATF to ensure proper functioning after upgrades or configuration
changes.
 Configured demand and capacity planning within FSM to anticipate workload and align it with available resources.
 Configured demand and capacity planning within FSM to anticipate workload and align it with available resources.
 Provided technical assistants and knowledge transfer of what was configured in the system.
 Understanding and experience of working with IT Service Management processes. (Incident, Problem, Asset &
Configuration, Change, Release, SLM, Service Catalog) Creation of workflows for Incident Management, Change
Management, Service Requests and SLA's.
 Assist in the import of configuration and asset data.
 Experience in Implementing Single Sign On (SSO) using SAML, LDAP, Windows AD.
 Configuring Data Sources, Import Sets, LDAP and Transform maps.
 Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
 Handling Production support tickets and assigning them to appropriate teams.
 Experience in configuring the Discovery Schedules and working with Discovery tool. Manage data with tables, the
configuration management database (CMDB), import sets and update sets.
 Run reports, configure service level agreements (SLAs) and perform instance branding and customization.
Communicated with external web services using SOAP Messages and REST.
 Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best
practices.
 Provide integration guidance on ITAM and CMDB projects for system integration
 Responsible for ServiceNow implementation and application development activities related to Customer Service
Management, Service portals, and Field Service Management applications
 Utilizing HTML, CSS, Bootstrap, and Javascript to deliver Service portals pages, widgets, and dashboards.
 Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps, BR scripts.
 Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy
Webservices.
 Worked with windows team, network team and Asset team in order to check for the data collected through discovery
is accurate.
 Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and
integrated it with an external discovery tool.
 Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API

3
  Worked on ITSM Customizations for Incident, change, Problem Management.
 Unit testing for all the customization implemented and automating all the consolidated test cases for sanity check
and fallout related statistics.
 Coordinating database and AM application infrastructure related work with Systems and Database Administrators.
 Created dashboards and reporting interfaces tailored to FSM, enabling real-time monitoring of technician
performance and task completion.
 Configured data imports for customers, locations, assets, and contracts into FSM using Data Import Sets and
Transform Maps
 Analyzed FSM processes for performance bottlenecks and optimizing queries and workflows to improve response
time and system efficiency.
 Developed few Custom Applications as per the client requirements and to support ITSM customizations.
 Successfully loaded foundation data into ITSM 9.1 with the help of Data Management Tool.
 Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web
services.
 Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.
 Implement and configure new ITSM platform ServiceNow.
 Designing and implementing ITAM solutions.
 Develop and implement strategies for software license management within the SAM Pro module and ensure
accurate tracking of software licenses, compliance with license terms, and optimize license utilization across the
organization.
 Configure and maintain integration between discovery tools and the SAM Pro module for efficient and automated
software asset discovery.

Client: Suncor - Denver, CO | Dec 2017 to May 2019

Senior ServiceNow Consultant | ITSM, HRSD, Environment, Release, Incident [Waterfall, Agile]
 Developing the automated workflow solutions in ServiceNow by working with Admin and Functional teams.
 Experience in developing different Reports like Bar Charts, Pie Charts, List Reports and Scheduling Reports
 Customizing Incident, Problem and Change management using Business Rules, UI Actions, Client Scripts and UI
Policies.
 Customizing FSM to meet specific business needs and requirements.
 Providing training to field technicians and dispatchers on FSM processes.
 Developed custom UI components for FSM using Service Portal or UI Builder for technicians and dispatchers,
allowing them easy access to critical information and tools.
 Loaded assets into SNOW from third party system using Web Services and Import Sets.
 Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and
HRSD.
 Developed components to support integration as well as data ware house capabilities at HRSD
 Performed maturity assessment for HRSDs current SOA implementation and laid out a modernization plan for
HRSDs integration projects
 Implementation of the HRSD module, Software asset management (SAM), hardware asset Management (HAM) in
the service now application.
 Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the
ServiceNow ITSM Platform
 Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration
Item updates.
 Standard ITSM Configuration, SLA Configuration, Email Configuration
 Establish processes and workflows within the SAM Pro module to monitor and track software compliance
 Collaborate with procurement and vendor management teams to maintain accurate vendor information within the
SAM Pro module.
 Provide health checks on Service Now for ITAM and CMDB processes
 Worked with analyst to analyse functional requirements within ServiceNow for Customer Service Management
(CSM).
 Contribute to the overall ITSM Tools strategy for the organization and monitoring the operational data changes and
configuration of the ITSM platforms
 Act as the Release Management coordinator for all system Upgrades, Testing and Development activities.

4
  Create and maintain the administration of Group/User/Role(s) on the ITSM platforms as mentioned above as part of
Integration development.
 Debugged the knowledge base creation & maintenance of knowledge application using Service Watch.
 Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script
Includes, Access Control Lists etc.
 Deploying MID Servers for discovery application, Defining and executing the discovery schedules frequently and
validating the results.
 Integrate via Connect-It the IT CMDB, Asset Manager with SM and hardware/software auto discovery tool DDM.
 Using the discovery log form for a quick look at how the probes are doing, manually changing the discovery source
name and also examining the status for the current discovery.
 Monitoring systems performance and processes, to maintain within the stated KPIs
 Maintain current Legacy ITSM Platform Support activities on BMC Remedy ARS, Servicenow
 Involved in developing CMS portal and Service portals with advanced scripting tools. Also used Jelly, Angular JS,
HTML, Node JS, JSON and other related scripting languages to attain the desired outcome.
 Involved in developing CMS portal and Service portals with advanced scripting tools. Also used Jelly, Angular JS,
HTML, Node JS, JSON and other related scripting languages to attain the desired outcome.
 Direct hands-on experience on various Applications like Asset Management, Configuration Management, Incident
and Problem Management, Knowledge Management, HR Management, Reporting, PPM, Finance, Security Incident,
Threat and Vulnerability Management, Release.

Client: Banner Health - Atlanta, GA | Jan 2015 to Nov 2017

Senior ServiceNow Developer | ITSM, Service Portal, End User Portal, Svc Catalog, Request, Release, Change
[Agile]
 Analyzing and reporting data to team and assisting them in making management decisions.
 Experience in documentation methodologies that helps to improve the quality and development of business.
 Analyzing user requirements and current procedures in order to Workflow process, address scheduling and system
capabilities.
 Leading the implementation of FSM modules to manage field service operations.
 Assessing existing ITAM systems for improvements.
 Loaded assets into SNOW from third party system using Web Services and Import Sets.
 Developed the IRM capability within the group through training and emphasizing its cause
 Experience in configuring, integration Project Portfolio Suite (PPS).
 Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
 Responsible for Support, Training, product improvement feedback and Customer success programs like improving
platform adoption, best practices, Customer account reviews of ITOM/ITSM SaaS.
 Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in
ITSM/ITAM.
 and on merging pull requests. Developed Jenkins declarative pipeline as code to build, test and deploy artifacts to
Cloud Hub.
 Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in
ITSM/ITAM.
 Researching and recommending solutions for requirements, developing, and testing agreed ServiceNow solutions.
 Support and maintain complex Gateway interfaces between ITAM, ITSM, CMDB and other corporate systems.
 Requirements gathering, analysis, design, technical documentation for CMDB, DDM, ITAM/ITSM.
 Work with the Enterprise Solution and Integration Architects, and other technical experts in maintaining and
configuring hosting environment for client’s IT CMDB, DDM and ITAM for reliability, manageability,
performance, and security.
 Implement and tailor of ITAM (Asset Manager) and DDM (Discovery and Dependency Mapping Inventory)
solution including: Portfolio, Contract, Finance, ITSM (Software Manager) and Administration modules
 Worked on ServiceNow discovery to identify configuration items (CI) and populate them in CMDB.
 Worked on CMDB and populated it by importing data of IT assets into the system.
 Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow
Instance.

5
  Integrating FSM with other ServiceNow modules and external systems for seamless data flow.
 Troubleshooting and resolving issues related to FSM functionality
 Added new user profiles using Orchestration.
 Maintain operational service for Service-Now Application and workflows Incident Management, Problem
Management, Change Management, Self-Service, Service Request Management, Knowledge Management., Asset
Management, Discovery/CMDB, SDLC Scrum Process, Custom Apps, Report, User account administration, user
roles and permissions.
 Experienced in the Analysis, Development and Automation of various ITSM Processes including Incident
Management, Change management, Asset management, Service request.

Client: Standard Chartered Bank – New York, NY | Oct 2012 – Dec 2014
ServiceNow Developer | ITSM, Discovery, ITBM, PPM, APM, SAM, HAM
 Designed Workflows, along with standard Workflow templates, which can be reused.
 Optimize GRC Workflows to grant access and to remove access asap (Access Granting Process upgrade from 2
weeks spent to 4 hours tops - with risk analysis and compliance)
 Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications
and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
 Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts,
Dictionary Overrides, UI Policies and UI Actions based on user requirements.
 Support and maintain complex Gateway interfaces between ITAM, ITSM, CMDB and other corporate systems.
 Requirements gathering, analysis, design, technical documentation for CMDB, DDM, ITAM/ITSM.
 Implement and tailor of ITAM (Asset Manager) and DDM (Discovery and Dependency Mapping Inventory)
solution including: Portfolio, Contract, Finance, ITSM (Software Manager) and Administration modules...
 Deploying data transfers between ITAM, SAP, DDM, FTP and cross platform transfers via Connect-It.
 Implement Workflows, Actions, Reports, Wizards and Views in ITAM; optimize and improve codes for better
results.
 Apply of automated data imports & transactions from/to fin. /busin. & External appl-s & ODBC/TXT sources in
Connect-It
 Implemented custom wizards, workflows, views, profiles for ITAM processes to track lifecycle of hardware,
software & facility assets.
 Worked on various modules of Service Now like Incident Management, Change Management, and Problem
Management, Service Catalog, User Administration, Reporting and Discovery.
 Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and
integrated it with an external discovery tool.
 Development of requirement integration components (SSO, LDAP, SOAP).
 Imported Project (PPM module) data from old instance to new instance.
 Responsible for the execution and delivery of the ServiceNow application across the enterprise. (ITSM, ITOM,
Platform, ITBM, Security and Compliance modules).
 Analyzed hospital data and categorized into classes for building the ServiceNow CMDB.
 Experience in working with Content Management System (CMS) and Self-Service portal using AngularJS, JQuery,
Jelly Script and UI Macros.
 Heavily involved in the SAM implementation and maintenance process with Hardware asset management (HAM)
 Expertise in Design and configuring ITSM pro (incident, change, problem) and customizing the applications using
Java script, AJAX, HTML in Service Now. understanding of the key technologies relevant to the ServiceNow
integration solutions including: ServiceNow API’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST,
SCP, FTPS.
 Working with client and functional requirements within the ServiceNow Platform.
 Worked on integrating ServiceNow with external SOAP and REST based web services

6
  Configured complete Asset Management and developed multiple integrations to populate the asset data and
configured billing and audit history for asset.
 In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM)
and Application Portfolio Management (APM).
 Manage MCP transition into new enterprises IRM tool
 Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
 Design, configure, execute, and manage Enterprise PPM tool for demand management
 Worked on HRSD onboarding, offboarding forms.
 Reduced time to market as part of the Agile transformation team. Evaluated Agile methods and tools with vendors
and selected Scrum and Jira to be deployed over 20 former development team enterprise wide.
 Engage in full SDLC practices: Analysis, Design, viewing coding, UAT, Training and Support.
 Good knowledge on web services, SOAP, REST. Worked on integrations with Puppet, SCCM and PIER.

Client: Broward College – Chicago, IL | Dec 2010 – Sep 2012

ServiceNow Analyst | ITSM, CMDB, CSDM, Service Catalog, Incident, Problem and Service Level Management
Implementation
 Responsible for providing analysis, documentation and reports in support of the IT Operations Event Management
ITIL process.
 Roll out new applications and modules on the ServiceNow platform.
 Provided input into developing and modifying systems to meet client needs and develop business Analyze client's
business requirements and processes through document analysis, interviews, workshops, and workflow analysis.
 Worked on enhancing Incident Management, Problem Management, Change Management, Knowledge
Management, Asset Management, CMDB and SNOW Reporting utilizing ITIL process.
 Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration,
Reporting and Discovery.
 Exposure to Documentum Expression, CARA, and Documentum Rights Management (IRM).
 Worked on CMDB and Asset management. Performed Data migration to import data from other applications and
external databases.
 Created Asset Data loader application for bulk importing assets from spreadsheets.
 Designed and engineered solutions leveraging all appropriate components offered by Service-Now to answer the
needs for business workflows, ticketing or other ITSM requirements.
 Worked on user interface applications and professional web applications using JavaScript, HTML 4.0/5, PHP,
CSS3, JSON, AJAX, Bootstrap and XML.
 Involved in the various customizations of Asset Management module for the hardware Request Process, Asset
Decommission process.
 Configured Seven MID Servers (Two are for integration, event management & orchestration, One for LDAP
integration, Four for Discovery & Service Mapping) for in different location including DMZ Zone.
 Worked on integrating ServiceNow with external SOAP and REST based web services.
 Involved in loading assets into ServiceNow from third party system using Web Services and import Sets.
Worked on CMDB and populated the CMDB by importing the data of IT assets into the system centralizing the
information. Developed Software solutions using JavaScript, Jelly, Ajax and Glide scripting.
 Implemented ServiceNow ITOM/ITSM applications using ITIL V3 services best practice processes, methods,
testing.
 Practical exposure and/or experience with some JQuery, JSON, AJAX.
 Work with the Enterprise Solution and Integration Architects, and other technical experts in maintaining and
configuring hosting environment for client’s IT CMDB, DDM and ITAM for reliability, manageability,
performance, and security.