Ali Arshad
@aliarshad3
ServiceNow-focused delivery and business architecture leader driving automated enterprise transformation.
CanadaWhat I'm looking for
I’m a Business Architecture Associate Manager engaged on an Accenture Diamond Level Account since 2019, focused on technology transformation, enterprise applications, and infrastructure migration across multiple industries. I’ve contributed to RFP bids worth over $100M—guiding delivery models, pricing strategies, and resource planning—while leading enterprise-scale delivery initiatives.
I direct end-to-end AMS support for ServiceNow across ITSM, CMDB, HAM, and SAM, consistently achieving over 99.5% SLA adherence and 100% KPI compliance. I implement automated workflows that reduce manual effort by up to 40% and turnaround times by up to 25%, while managing 1,200+ tickets annually with 95%+ customer satisfaction; I also oversee upgrades and transitions with zero critical incidents and lead governance through real-time KPI/SLA dashboards, audit mechanisms, and CAB processes.
Experience
Work history, roles, and key accomplishments
Led $100M+ RFP submissions by driving delivery strategy, authoring technical content, and shaping pricing and resourcing models. Directed end-to-end ServiceNow AMS support (ITSM, CMDB, SAM, HAM), achieving 99.5%+ SLA adherence and 100% KPI compliance, with zero critical incidents across multiple upgrades.
Led an 8-member team delivering ServiceNow AMS support across ITSM, CMDB, SAM, and HAM, sustaining 99.5%+ SLA adherence and 100% KPI compliance. Delivered three large client transitions within 90 days and contributed to $100M+ RFP wins while driving automation that reduced manual effort by 40% and turnaround time by 25%.
Owned end-to-end application release execution, system integrations, and post–go-live support, ensuring 100% on-time deployments and 100% change success rate. Reduced incident resolution time by 30%, supported major infrastructure migrations with DR testing and rollback planning, and improved performance by 20% through tuning and optimization.
Automated reporting for monthly and annual client packages, reducing manual effort and improving accuracy by 40%. Defined testing and implementation activities for complex IT architectures, supported full SDLC cycles and integration testing, and built dashboards in Power BI and Tableau to track ticket trends and SLA performance.
Developed technical specifications and architecture documentation for implementations, including managing testing cycles. Created process flow diagrams and built visualization tools for stakeholder engagement.
Developed technical specifications and architecture documentation for implementations, managed testing cycles, created process flow diagrams, and built visualization tools for stakeholder engagement.
Computer Science and IT Support Coordinator
Jan 2016 - Sep 2019 (3 years 8 months)
Developed a computer science curriculum and provided technical support for educational systems, coordinated specialized services, and delivered responsive troubleshooting for campus hardware.
Computer Science IT Support Coordinator
Dalhousie University
Jan 2016 - Sep 2019 (3 years 8 months)
Designed and led a comprehensive computer science curriculum, managing a team of 5 instructors and facilitating programs for 200+ students, improving engagement scores by 25%. Provided technical and LMS support (Brightspace), troubleshooting hardware/software issues and coordinating specialized services including 3D printing, poster printing, and A/V setups.
Education
Degrees, certifications, and relevant coursework
Dalhousie University
Bachelor of Applied Science - BASc, Computer Science
Dalhousie University
Bachelor of Applied Computer Science, Computer Science
Earned a Bachelor of Applied Computer Science at Dalhousie University.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
Interested in hiring Ali?
You can contact Ali and 90k+ other talented remote workers on Himalayas.
Message AliGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
