Shuja Rahman
Sr Servicenow Consultant @Southwest Airlines
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WORK HISTORY
Sr Servicenow Consultant @Southwest Airlines
US
Led the implementation of ServiceNow App Engine Studio (AES) to streamline and automate various business processes across the organization.• Built custom applications using AES, incorporating advanced features such as workflow automation, data analytics, and integrations with other modules to improve efficiency and user experience.• Installed Vulnerability Response Application for Tenable IO and configured vulnerability detection, CI assignment rules, Vulnerability groups and roles.• Worked on end-to-end implementation of Vulnerability detection inception process to the vulnerability response action through Tenable IO and Tenable SC.• Deployed Symantec end-point Exception workflow and enabled Data Loss Prevention (DLP) Security Operation (SecOps) Response.• Integrated GRC Compliance Management with Security Operations Compliance Configuration to build holistic overview of non-compliance and vulnerable assets across infrastructure.• Enabled Predictive Intelligence and Artificial Intelligence application to search the potential vulnerabilities (VR) with thekeywords in the description through SecOps implementation.• Enabled Predictive Intelligence and Artificial Intelligence application to search the potential vulnerabilities (VR) with thekeywords in the description through SecOps implementation.• Designed ServiceNow integrations and worked with ServiceNow, business partners and technical teams, including offshore for smooth implementation.• Identified and prioritized business goals for IT Asset Management (ITAM) for the corporate home office.• Proved vital in moving ITAM and a CMDB toward a Service Asset Configuration Management (SACM) structure.• Extensive experience in building and implementing corporate Confidential programs including identifying, analyzing, optimizing, and managing complex IT hardware and software assets across their entire lifecycle.• Support ServiceNow implementation projects for entire system lifecycle.
EDUCATION
Karachi University
Bachelor's degree, Business/Computer Science
Santa Monica College
Associate's degree, Computer Science
ABOUT SHUJA RAHMAN
I am a qualified IT professional with over 15 years of experience in IT, including 12+ years of hands-on expertise on the ServiceNow platform as a developer, implementation specialist, administrator, and architect. I’ve delivered end-to-end ServiceNow implementations across a diverse range of industries, helping organizations streamline workflows, enhance operational efficiency, and improve service delivery. Core Expertise Across Modules:ITSM: Incident, Problem, Change, Request, Knowledge, SLAs, and Service Catalogs.ITOM: Discovery, Service Mapping, Event Management, Cloud Management, CMDB, and Health Dashboards.ITAM: Hardware Asset Management (HAM) and Software Asset Management (SAM) including procurement, lifecycle, and license optimization.ITBM / SPM: Project Portfolio Management, Demand, Resource Management, APM, Time Tracking, and Performance Analytics.SecOps: Security Incident Response (SIR), Threat Intelligence, Vulnerability Response, and integrations with SIEM tools.GRC / IRM: Policy and Compliance, Risk Management, Audit, Vendor Risk (TPRM), and Issue Management.CSM & OMT: Omnichannel, Virtual Agent, Knowledge blocks, Queues, Case workflows, integration with third-party CRMs, and NLU for auto-categorization.HRSD: Lifecycle Events, COEs, Employee Center Pro, document generation, e-signature integration, and custom HR case flows.Service Portal & Mobile: Designed custom portals, widgets, mobile app layouts using Mobile App Builder and UI Builder.App Engine Studio & Custom Apps: Built scalable scoped apps, leveraging Data Streams, REST APIs, Scripted APIs, and Flow Designer.Performance Analytics & Reporting: Custom KPIs, time series dashboards, scorecards, and automated reporting. Technical Strengths:Deep understanding of CMDB and CSDM 4.0, relationship modeling, and CI lifecycle management.Strong experience with IntegrationHub, MID Servers, REST/SOAP APIs, and connectors for tools like Oracle HCM, SCCM, AWS, Jira, and Azure.Developed scalable automations using Flow Designer, Business Rules, Script Includes, and Scheduled Jobs.Proficient in Agile/Scrum methodologies with experience in backlog grooming, sprint planning, UAT, and post-go-live support.I’m passionate about using ServiceNow as a true enterprise workflow engine to deliver business outcomes across IT, Security, HR, Customer Service, Risk, and Operations.Let’s connect if you’re looking for someone who can deliver measurable impact through ServiceNow transformation at scale.
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