Hamza

ServiceNow Developer

IBM • Freelance

May 2024 - Feb 2025 • 9 mos

ed a large-scale enterprise ITSM implementation covering Portfolio, Incident, Problem, Change, Knowledge, and Request Management across 50+ services, enabling standardized, ITIL-aligned processes. Designed and delivered intuitive Service Portal experiences, including custom pages, reusable widgets, and UI enhancements, driving increased self-service adoption and improved satisfaction for 5,000+ employees. Automated incident triage, problem resolution, change approvals, and knowledge workflows using Flow Designer, Script Includes, Client Scripts, and Transform Maps, significantly reducing manual effort and turnaround time. Developed sophisticated Service Catalog solutions with dynamic variables, conditional logic, and dependency-driven workflows to ensure accurate, compliant, and scalable request fulfillment. Integrated ITSM, HRSD, CSM, and ITOM capabilities with a CSDM-aligned CMDB, leveraging Discovery and Service Mapping to enable CI impact analysis and automated orchestration. Delivered executive-level Performance Analytics dashboards across ITSM, HRSD, CSM, ITOM, and Portfolio KPIs, providing actionable insights to leadership. Built and maintained Automated Test Framework (ATF) test suites to validate scoped applications, integrations, and critical workflows, ensuring release quality and platform stability. Configured and optimized Discovery schedules, patterns, and Service Mapping relationships to maintain CMDB accuracy and end-to-end service visibility. Architected and implemented REST/SOAP integrations via MID Servers with Workday, Azure AD, and other enterprise systems to automate HR case management and IT operations. Led cross-functional workshops with business and technical stakeholders to gather requirements, validate workflows, and drive platform adoption. Mentored junior developers by enforcing coding standards, scoped application governance, and comprehensive workflow documentation.