Khush Sultana

About Khush Sultana

Senior ServiceNow Developer/Admin with 12+ years of experience delivering…

Experience

1. Sr Servicenow Developer Admin

   Speedcast

   Mar 2022 — Present

   Led the end-to-end design, development, and implementation of ServiceNow CMDB, ensuring accurate modeling of business services, infrastructure components, and their interdependencies using ServiceNow’s Common Service Data Model (CSDM).• Managed large-scale CMDB population and normalization efforts, integrating with auto-discovery tools and external sources to reconcile data, reduce CI duplication, and ensure complete visibility across IT assets and relationships.• Implemented Discovery and Service Mapping to dynamically populate and maintain the CMDB with updated CI data from multi-cloud, on-prem, and hybrid environments, enabling real-time infrastructure awareness and incident resolution.• Defined and enforced CMDB data governance policies, including class models, identification rules, reconciliation rules, and health dashboards to maintain data quality, accuracy, and compliance with enterprise standards.• Configured Health, Completeness, Compliance, and Correctness indicators for CMDB and enabled proactive remediation using ServiceNow CMDB Health Dashboards and automated remediation workflows.• Led workshops with infrastructure, application, and business stakeholders to define CI classes, attributes, relationships, and lifecycle states tailored to the organization’s operational and compliance needs.• Developed custom Identification and Reconciliation rules for non-standard assets and implemented data source precedence logic to prevent data conflicts across discovery tools and integrations.• Automated ITSM processes such as Incident, Problem, and Change Management using ServiceNow\'s best practices to ensure end-to-end service delivery aligned with ITIL framework.• Streamlined Change Management processes by integrating CMDB for accurate impact analysis, risk assessments, and automated approval workflows, reducing unauthorized and failed changes.

Education

• Mehran University of Engineering and Technology

  Bachelor of Engineering - BE, Telecommunications Engineering