Muhammad S.

Senior Servicenow Lead Developer Consultant Architect @Fidelity Investments

Provided subject matter expertise as a technical product advocate for ITIL processes and modules including ITSM, Fresh Service, Knowledge, Demand, and Release Management within the ServiceNow platform.•Implemented ServiceNow HR Service Delivery Aqua, Tenable, Burp module, covering project planning, design, development, testing, and deployment.•Conducted workshops to gather requirements, identify HR process pain points, and evaluate automation opportunities and service level agreements.•Created implementation plans, project timelines, and resource strategies to ensure delivery of SecOps solutions.•Configured HRSD for HR case management, employee data management, onboarding, offboarding, and other HR functions.•Designed HRSD Service Catalogs, Request Forms, and Knowledge Management articles to improve process efficiency and user experience.•Integrated ServiceNow VR with third-party HR systems, including SAP SuccessFactors, Workday, Oracle, HCM and Splunk. •Developed dashboards, knowledge articles, and Customer Service Management features to enhance usability.•Integrated JIRA with ServiceNow using REST web services and enabling incident and change management workflows.•Implemented Fresh Service by installing and configuring MID Servers on desktops for device management.•Customized workflows, business rules, and client-side scripts using JavaScript, Glide APIs, and PowerShell scripting.•Integrated ITAM with ServiceNow\'s CMDB, enabling seamless tracking and management of Configuration Items (CIs) to enhance visibility and decision-making across IT operations.•Built secure and performance-optimized integrations between ServiceNow and other systems using web services and scripting.Directed the implementation of SAM practices to track software licenses, optimize usage, and ensure compliance with vendor agreements, reducing legal and financial risks.•Enabled Discovery of SSH, SNMP, and WMI devices across multiple Windows domains using AWS and MID Servers.