Bilal Ahmed Chaudhry

ServiceNow Developer and Administrator

[email protected] | (267) 498 7194 | Lansdale, PA
www.linkedin.com/in/bilal-ahmed-chaudhry-5b3a852a9

Summary

 Proficient ServiceNow Developer, having extensive experience in designing, developing, and implementing
custom solutions in HRSD, ITAM, ITOM, HAM, SAM, BCM, CSM, ITSM, and CMDB,FSO.
 Expertise in creating and customizing ServiceNow workflows to streamline business processes in HR Service
Delivery (HRSD) and IT Service Management (ITSM).
 Comprehensive knowledge of IT Asset Management (ITAM) and Hardware Asset Management (HAM), ensuring
lifecycle accuracy for hardware and software assets.
 Extensive experience with IT Operations Management (ITOM), automating IT processes and enhancing
operational visibility.
 Proficient in designing and maintaining a robust Configuration Management Database (CMDB) to enable better
decision-making and impact analysis.
 Skilled in optimizing Software Asset Management (SAM) and ensuring compliance with licensing standards.
 Expertise in implementing Business Continuity Management (BCM) solutions within ServiceNow to mitigate
risks and prepare for emergencies.
 Delivered cutting-edge solutions for Customer Service Management (CSM), enhancing customer satisfaction and
SLA adherence.
 Adept at ServiceNow integrations and third-party tool customizations across various modules, including ITOM,
ITSM, HAM, SAM, and CSM FSP.
 Demonstrated excellent problem-solving skills in HR operations through advanced HRSD module configurations
and automation.
 Proven ability to deliver scalable ServiceNow solutions, leveraging CMDB and other modules like HAM and SAM
to provide operational efficiency.
 Extensive experience in handling ServiceNow ITOM components such as event management, service mapping,
and orchestration for enterprise-level clients.
 Strong focus on compliance, particularly in SAM and ITAM, ensuring risk mitigation and cost reduction.
 Recognized for delivering high-quality ITSM implementations that meet ITIL best practices.
 Continuously improving organizational efficiency by leveraging the full capabilities of ServiceNow, including
modules like CMDB and ITSM, FSO
 Known for delivering business transformation through tailored ServiceNow solutions in HRSD, ITOM, CSM, and
more.

Work Experience
Accenture, Charlotte, North Carolina, USA Nov 2020 - Present
Senior ServiceNow Developer Architect (Contract)
 Designed and implemented GRC frameworks to ensure regulatory compliance across multiple departments.
 Led a comprehensive BCM program to ensure operational resilience during business disruptions.
 Conducted audits and assessments to strengthen GRC policies, ensuring risk mitigation and adherence to
standards.
 Implemented ITBM solutions to optimize project management processes, utilizing demand management and
resource allocation tools to align IT initiatives with business goals.
 Designed and implemented ServiceNow ITOM solutions, including Discovery and Service Mapping, to enhance
visibility and manage IT infrastructure effectively.
 Configured ITAM (IT Asset Management) modules to track the lifecycle of hardware and software assets,
improving compliance and reducing waste.
 Integrated ITOM’s Discovery with ITAM to ensure accurate population of the CMDB and alignment of asset data
with operational insights.
 Deployed and managed Service Mapping to create end-to-end service visibility, enabling quicker root cause
analysis and service restoration.
 Designed real-time FSO analytics dashboards to monitor financial service request volumes, fraud trends, and
case resolution times, improving operational insights and decision-making.
 Ensured FSO compliance with financial industry regulations such as GDPR, PCI-DSS, and SOX by implementing
security controls, data encryption, and audit trails.
 Customized FSO workflows for banking and insurance clients, optimizing operations such as policy
underwriting, claims adjudication, and wealth management services.
 Conducted knowledge transfer sessions and training programs for internal teams on best practices for using
FSO, improving adoption rates and operational efficiency.
 Automated workflows within ITAM, including hardware and software procurement, license tracking, and asset
retirement, improving operational efficiency.
 Configured Event Management to integrate with monitoring tools like Splunk and SolarWinds, centralizing
alerts and reducing incident noise through event correlation.
 Implemented Cloud Management features in ITOM to track cloud resources and optimize usage, enhancing cost
efficiency in hybrid environments.
 Developed custom APIs to connect ITAM and ITOM modules with third-party systems, improving data flow and
operational consistency.
 Created operational dashboards for ITOM and ITAM modules, providing real-time insights into asset
performance and infrastructure health.
 Trained teams on best practices for managing ITOM and ITAM processes, fostering a culture of proactive IT
operations and asset management.
 Analyzed asset usage patterns within the ITAM framework to identify underutilized assets, resulting in optimized
resource allocation and cost savings for the organization.
 Developed detailed reports and analytics to track and forecast IT asset expenditures, helping to optimize
budget planning and reduce unnecessary ITAM expenses.
 Incorporated sustainability best practices into ITAM processes, ensuring the responsible disposal and recycling
of IT assets, contributing to environmental goals.
 Deployed SAM solutions to track and manage software licenses effectively, reducing compliance risks.
 Developed HRSD dashboards for real-time reporting on employee service requests and SLAs.
 Implemented robust BCM testing protocols, enhancing recovery time objectives for critical systems.
 Integrated GRC tools with existing platforms for seamless risk assessment and compliance tracking.
 Automated asset inventory tracking using HAM solutions, improving asset utilization.
 Designed SAM workflows to monitor and optimize software usage across departments.
 Enhanced employee experience by deploying HRSD chatbots for instant query resolution.
 Developed BCM crisis communication plans, ensuring timely and clear communication during incidents.
 Conducted training sessions on GRC practices, improving organizational awareness of compliance requirements.
 Reduced operational costs by optimizing hardware procurement using HAM strategies.
 Ensured software compliance during audits through effective SAM governance.
 Improved service delivery through HRSD module enhancements, integrating with third-party tools.

American Airlines, Dallas, Texas, USA Jun2019 – Oct 2020

ServiceNow Developer/Admin
 Designed and implemented Project Portfolio Management (PPM) solutions within ITBM, improving project
visibility and resource allocation across the organization.
 Developed custom workflows for Demand Management, enabling effective tracking and prioritization of
incoming project requests based on business needs.
 Configured Financial Management processes within ITBM, facilitating accurate budgeting and forecasting to
enhance financial oversight of projects.
 Configured and implemented ServiceNow FSO modules, including Customer Request Management, Dispute &
Fraud Management, and Claims Handling, to streamline financial operations.
 Designed and automated FSO workflows for financial institutions, reducing manual processing time for loan
servicing, mortgage approvals, and credit risk assessments.
 Integrated FSO with banking systems such as SAP, Oracle Financials, and Core Banking APIs to ensure seamless
data exchange for customer service requests and transaction processing.
 : Enhanced FSO Case Management by implementing SLA-based case resolution, AI-driven case categorization,
and escalation processes to improve response times in financial services.
 Developed and deployed an FSO Fraud Management framework, enabling real-time fraud detection, customer
dispute tracking, and compliance monitoring.
 Built an employee and customer-facing FSO self-service portal using ServiceNow Employee Center, allowing
users to submit and track financial service requests efficiently.
 Streamlined Resource Management by creating tools for tracking resource utilization, ensuring optimal
allocation of personnel to projects based on skill sets.
 Collaborated with stakeholders to gather requirements for custom applications within ITBM, aligning project
objectives with organizational goals.
 Implemented HR Service Delivery (HRSD) processes to enhance employee experience, enabling efficient
handling of HR inquiries and service requests.
 Developed automated onboarding workflows in HRSD, improving the efficiency of employee onboarding and
reducing time to productivity. Created and maintained a
 comprehensive knowledge base within HRSD, allowing employees to access relevant information and reducing
HR support ticket volumes.
 Managed and optimized the Configuration Management Database (CMDB), ensuring accurate representation of
IT assets and their relationships to support ITSM processes.
 Conducted regular audits of the CMDB to maintain data integrity and compliance, identifying discrepancies and
implementing corrective actions.
 Developed service maps within the CMDB to visualize dependencies between applications and infrastructure,
enhancing incident and change management processes.
 Integrated HRSD with other ServiceNow modules to ensure seamless data flow and improve the overall user
experience across HR services.

Bank of America, Wilmington, Delaware, USA Jan 2017 – Jun 2019

ServiceNow Developer
 Administered and customized the ServiceNow platform to meet business requirements, enhancing
functionality across ITSM, ITOM, and ITBM modules.
 Developed and maintained workflows, business rules, and UI policies to streamline processes and improve
user experience for incident and request management.
 Collaborated with cross-functional teams to gather requirements and implement solutions, ensuring alignment
with organizational goals and regulatory compliance.
 Implemented Customer Service Management (CSM) features, enhancing service request processes and
improving support ticket management, with seamless integration into the ServiceNow platform.
 Ensured accurate CMDB management to support ITSM processes, improving data integrity and supporting
effective change management.
 Created and managed custom applications and modules within ServiceNow, leveraging JavaScript and Glide
scripting for enhanced functionality.
 Implemented integration with third-party systems using REST and SOAP APIs to facilitate data exchange and
improve operational efficiency.
 Conducted system testing and quality assurance to ensure the reliability and performance of ServiceNow
implementations, documenting findings and resolutions.
 Provided ongoing support and training to end-users and stakeholders, ensuring effective adoption of ServiceNow
features and best practices.
 Developed and maintained reports and dashboards to provide insights into service performance metrics and
facilitate informed decision-making.
 Participated in change management processes, ensuring that changes to the ServiceNow environment followed
established protocols and minimized disruption.
 Documented administrative processes, configurations, and troubleshooting procedures to support knowledge
sharing and improve operational efficiency.
  Monitored system performance and usage metrics, proactively identifying areas for improvement and
implementing optimization strategies.
 Managed application security settings and user access controls, ensuring compliance with internal policies and
regulatory requirements.
 Collaborated with IT leadership to align ServiceNow capabilities with business strategies, driving continuous
improvement initiatives across departments.
 Developed and executed training programs for new features and updates, enhancing user proficiency and
satisfaction with the ServiceNow platform.
 Participated in regular audits and assessments of the ServiceNow environment to ensure compliance with
industry standards and best practices.

Anthem Blue Cross and Blue Shield, Indianapolis, Indiana, USA Jul 2013 – Dec 2016
SERVICENOW ADMIN/DEVELOPER (Contract)
 Analyzed application requirements and provided the best feasible solutions based on timelines and resources.
 Designed, developed, and tested CMDB (Configuration Management) in ServiceNow based on specific client
needs.
 Worked on Business Rules, Client Scripts, and UI Actions for multiple ITIL modules.
 Developed responsive web applications using JavaScript and CSS, contributing to enhanced customer-facing
web services.
 Collaborated with the CSM team to integrate web-based service requests into the ServiceNow platform,
enhancing user experience for external clients.
 Worked on the dashboard, and introduced knowledge articles and Customer Service Management (CSM).
 Developed continuous integration process with the incidents to update them anytime there is a loss reported.
 Configured recovery time objects (RTO) and recovery point objects (RPO) based on the business service priority.
 Responsible for ensuring that Knowledge Articles are maintained, stable, and available to all clients without
interruption during their working hours during the process of upgrades.
 Providing subject matter expertise, acting as technical product advocate, designing, developing, and
implementing ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand, and Release Management modules
within the ServiceNow platform.
 Created and tested UI Actions/ UI Policies in customizing forms and buttons.
 Experienced with XML, HTML, AJAX, Jelly, CSS, jQuery, Bootstrap and AngularJS frameworks.
 Gather requirements from development leads, GS&S, ITS, info security team.
 Worked on Service Catalog, Configuration Management, Reporting, LDAP, Inbound/Outbound emails, and
Discovery.
 Used ACLs for controlling the security mechanism in Service Now.

Cognizant Teaneck, New Jersey, United States · Hybrid Dec 2011 – Jun 2013
Frontend Developer/Scrum Master
 Developed and maintained responsive web applications using JavaScript, HTML, and CSS, ensuring cross-browser
compatibility and optimal performance.
 Implemented interactive user interfaces with JavaScript frameworks such as React and Angular, enhancing user
engagement and experience.
 Collaborated with UX/UI designers to translate design wireframes and prototypes into functional code, adhering to
best practices in web development.
 Created reusable components and libraries in JavaScript to streamline development processes and improve code
maintainability.
 Integrated REST APIs to facilitate seamless data communication between the frontend and backend, optimizing
application functionality.
 Conducted thorough testing and debugging of web applications using tools like Jest and Mocha, ensuring high-
quality deliverables.
 Utilized version control systems, particularly Git, for efficient code management and collaboration within the
development team.
  Participated in Agile development methodologies, contributing to daily stand-ups, sprint planning, and
retrospectives to enhance team performance.
 Implemented performance optimization techniques in JavaScript to improve page load times and overall application
responsiveness.
 Developed and maintained technical documentation for codebases, APIs, and project workflows to support knowledge
sharing within the team.
 Engaged in code reviews to provide and receive feedback, promoting best practices and continuous improvement in
coding standards.
 Assisted in the migration of legacy systems to modern JavaScript frameworks, improving functionality and user
experience.

The Hartford, Hartford, Connecticut, USA Jul 2010 – Nov 2011

QA Automation Engineer
 Designed, developed, and maintained automated test scripts using tools such as Selenium, JUnit, or TestNG to
enhance test coverage and efficiency.
 Collaborated with cross-functional teams to define test strategies, requirements, and acceptance criteria for
new features and enhancements.
 Executed automated test cases and performed regression testing, ensuring software quality and functionality
across various releases.
 Developed and maintained test data and environments, ensuring consistency and reliability in testing processes.
 Analyzed test results and documented defects in tracking systems, providing clear and detailed reports to
facilitate resolution.
 Implemented Continuous Integration/Continuous Deployment (CI/CD) practices to streamline the testing
process and improve deployment efficiency.
 Participated in code reviews and provided feedback to development teams on testability and potential quality
issues.
 Conducted performance and load testing using tools such as JMeter or LoadRunner to evaluate system behavior
under stress.
 Created and maintained comprehensive test documentation, including test plans, test cases, and test scripts, to
ensure traceability and compliance.
 Collaborated in Agile ceremonies, such as daily stand-ups and sprint retrospectives, to align testing efforts with
project goals and timelines.

Professional Education
Bachelors of Commerce (B.Com)
University of Punjab, Lahore, Pakistan

ServiceNow Certifications
Certified System Administrator | ServiceNow
Certified Application Developer | ServiceNow
Certified Scrum Master | Scrum Alliance