Muhammad Faizaan, ServiceNow Developer

About

Experienced ServiceNow Developer with over 6 years of expertise across ITSM, ITOM, and SecOps modules, delivering enterprise-grade solutions and platform optimizations. Certified in CSA, CAD, CIS-ITSM, and ITIL v4.

Experience

DELOITTE CONSULTING

Jul 2023 – Present

Miami Springs, Florida

SERVICENOW DEVEL0PER

• Implemented and supported Security Incident Response (SIR) and Vulnerability Response modules using built-in playbooks and risk scoring models. • Integrated LDAP, SAML, and OAuth 2.0 for SSO, user provisioning, and secure authentication protocols. • Worked closely with security teams to design automated remediation workflows tied to internal threat detection tools (e.g., Tenable, Qualys). • Created role-based ACLs for enhanced security and sensitive data protection. • Participated in technical implementation of Scoped Applications with embedded SecOps logic. • Built basic dashboards for security incident tracking, patch compliance, and vulnerability trends. • Implemented Event Management and configured Operational Intelligence to receive alerts from enterprise monitoring systems (e.g., SolarWinds, Dynatrace). • Built correlation rules, alert rules, and event filters to reduce noise and enable intelligent alerting. • Enhanced Service Portal using Bootstrap and explored Jelly scripting to improve legacy UI elements for a better user experience. • Contributed to mid-server design and endpoint discovery integrations, refining CI population rules in the CMDB. • Created interactive dashboards and Performance Analytics widgets to visualize ITOM metrics and event trends. • Optimized large-scale data processing using GlideAggregate and asynchronous scripting patterns.

COGNIZANT

Jul 2020 – Jun 2023

Miami Springs, Florida

SERVICENOW DEVEL0PER

• Developed, configured, and supported scalable solutions across multiple ServiceNow modules, including ITSM, Service Catalog, Change Management, and Knowledge Management. • Built and maintained custom Client Scripts, UI Policies, Script Includes, and Business Rules to streamline and automate business processes. • Designed dynamic Flow Designer and Workflow Editor flows to orchestrate cross-departmental service automation. • Integrated ServiceNow with external systems using REST APIs, handling authentication, data transformation, and error logging. • Supported and enhanced CMDB and Discovery, ensuring data accuracy and proper CI relationships via scheduled jobs and reconciliation rules. • Participated in ServiceNow platform upgrades, patching, and cloning activities, ensuring a smooth release cycle with proper testing and backup procedures. • Used Update Sets and Git-based version control to manage deployments between development, test, and production environments. • Troubleshot and resolved platform issues in Incident, Request, and Problem modules, ensuring system performance and end-user satisfaction. • Collaborated with QA engineers and Scrum teams to execute unit testing, resolve bugs, and validate acceptance criteria. • Gained experience with Service Portal customization using HTML, CSS, and AngularJS to improve the self-service user experience. • Contributed to technical documentation including architecture overviews, KB articles, and internal team wikis. • Maintained ServiceNow CSA and completed advanced coursework toward CIS-ITSM and Certified Application Developer (CAD) certifications. • Applied ITIL v3 principles to support and improve incident resolution, change control, and problem management workflows. • Participated in Agile sprints, daily stand-ups, retrospectives, and grooming sessions with cross-functional teams.

GlideFast

Jan 2019 – Jun 2020

SERVICENOW ADMIN

• Developed and enhanced custom applications on the ServiceNow platform using JavaScript, GlideRecord, and ServiceNow Studio. • Built and maintained Client Scripts, Business Rules, Script Includes, UI Policies, and UI Actions to automate and optimize business workflows. • Created and supported Service Catalog items, custom forms, and dynamic workflows using Flow Designer. • Integrated ServiceNow with external systems using REST APIs and MID Servers, managing data exchange and automated actions. • Designed and configured user-facing portals using Service Portal, leveraging HTML, CSS, and AngularJS. • Contributed to the development of Scoped Applications, utilizing Application Files, Scripted APIs, and modular design practices. • Participated in platform upgrades, delta reviews, and applied best practices for instance hygiene, naming conventions, and ACL configurations. • Assisted in unit testing, bug resolution, and version control using Update Sets and Git-based tracking. • Collaborated with internal product teams in Agile environments, attending daily standups, sprint reviews, and actively contributing to user story refinement. • Strengthened platform performance by identifying and resolving slow-running queries, optimizing GlideRecord calls, and reducing server-side load. • Expanded platform expertise into modules such as ITSM, Knowledge Management, and Service Request Management. • Maintained CSA and CAD certifications and continuously learned through ServiceNow training, sandbox exploration, and real-world application development.

Education

Shah Abdul Latif University

Aug 2014 – Jul 2018

Bachelors in Computer Science, Computer

Muhammad Faizaan

ServiceNow Developer

Skills

Languages