Muhammad U.

Sr. ServiceNow Developer

Jun 2022 - Present • 4 yrs 2 mos

Lead full-lifecycle delivery scoping, solution design, configuration, development, testing, deployment, and production support across multiple ServiceNow client environments spanning ITSM, ITAM, ITOM, HRSD, SPM, SecOps, and Discovery. • Act as the primary stakeholder-facing technical contact on client engagements: facilitate requirement workshops, translate business needs into solution designs and rollout plans, communicate risks and trade-offs, and manage escalations through to resolution. • Configure and support Security Operations (SecOps) processes and security-driven workflows, building hands-on exposure to risk, security, and compliance-oriented use cases on the ServiceNow platform. • Design and support integration strategies with external systems using REST, SOAP, OAuth, scripted web services, Import Sets, Transform Maps, and IntegrationHub — including data flows across ITSM, CMDB, and HR processes. • Provide design authority and quality assurance over configurations and client-facing deliverables through code reviews, governance controls, technical documentation, and reusable solution patterns aligned to platform best practice. • Own upgrade management and release readiness: review skipped changes, validate customizations, assess upgrade impacts, execute regression testing via ATF, and remediate defects ahead of controlled production deployments. • Strengthen CMDB data quality and end-to-end dependency visibility through Discovery troubleshooting, MID Server validation, CI reconciliation, and relationship analysis in line with CSDM standards. • Automate manual business processes into governed digital workflows using Service Catalog, Flow Designer, subflows, approvals, notifications, SLAs, and scheduled jobs, reducing manual effort and improving process control. • Coordinate UAT with business stakeholders, resolve defects pre-deployment, and provide post-release knowledge transfer, demonstrations, and hypercare support.

Technical Support Specialist

May 2019 - Jun 2022 • 3 yrs 1 mo

Supported ServiceNow-based incident and service request processes, including ticket logging, categorization, prioritization, troubleshooting, escalation, and resolution tracking within SLA targets. • Resolved user-reported technical issues through structured diagnosis, clear communication, and coordinated escalation to specialist teams when deeper application or infrastructure support was required. • Maintained accurate incident notes, resolution details, and knowledge content, improving handoffs, repeatability, and visibility across support teams. • Identified recurring issue patterns, contributed to root cause discussions, and recommended process or knowledge improvements to reduce repeat contacts and accelerate resolution. • Built a strong foundation in ITIL-aligned service operations, customer communication, incident ownership, request fulfilment, knowledge management, and service quality.