Looking for a job

Hasan Abed

@hasanabed

ServiceNow Architect at Norseman Services who delivered ServiceNow Otto and AI governance through AI Control Tower, cutting routine request resolution times by up to 30%.

United States

Message

At Norseman Services, I design and architect enterprise-wide ServiceNow solutions for thousands of users. I’ve delivered implementations across more than 10 core modules and built scoped applications with App Engine Studio and UI Builder.

I implemented ServiceNow Otto as an AI-enabled employee service experience, using Virtual Agent and Flow Designer to cut routine request resolution times by up to 30%. I also implemented AI Control Tower to centralize visibility and governance of AI agents, models, and use cases.

My work spans ITSM, ITOM, CMDB, and IRM, including Service Graph integrations, Workday integrations, and OT/ICS/SCADA workflows. I hold ServiceNow certifications in application development, system administration, and implementation across ITSM, ITOM, HRSD, FSM, SPM, HAM, and SAM, as well as ITIL V4 Foundation.

Experience

Work history, roles, and key accomplishments

Current

Senior ServiceNow Developer / Architect

Current

Norseman Services

Oct 2022 - Present (4 years 1 month)

Designed and architected enterprise-wide ServiceNow solutions supporting thousands of users across multiple business units. Led implementations across ITSM, ITOM, ITAM, HRSD, GRC, IRM, SPM, FSM, and CSM, and drove AI/GenAI initiatives including ServiceNow Assist, AI Agents, and AI Control Tower.

ServiceNow Platform Engineer

Rapid Technologies

Feb 2020 - Sep 2022 (2 years 7 months)

Managed platform stability through performance tuning, monitoring, and scalability planning. Led ServiceNow upgrades, patch management, and multi-instance governance, and configured Discovery, Service Mapping, and CMDB architecture for ITOM.

ServiceNow Developer

BitKnights Solutions

Apr 2018 - Feb 2020 (1 year 10 months)

Developed custom scoped applications, workflows, and automation solutions using Flow Designer and event-driven automation. Built Service Catalog items, record producers, and request flows, and implemented user experiences with Service Portal and UI Builder.

ServiceNow System Administrator

Genus Technologies

Jan 2015 - Mar 2018 (3 years 2 months)

Administered daily ServiceNow platform operations, ensuring availability, reliability, and compliance. Managed users, roles, groups, RBAC, and ACLs, and configured ITSM modules including Incident, Problem, Change, Request, and Knowledge Management.