Mazhar Ali User

Lead developer on an enterprise ITSM Pro program with generative AI, IT Operations Management and IT Asset Management workstreams. Engineered Incident and Major Incident Management on ITIL v4 with priority-driven SLAs, assignment lookup rules, escalation timers, major incident communications and post-incident reviews.

Consultant across enterprise client engagements delivering ITOM, IT Asset Management, CMDB/CSDM and integrations, alongside Integrated Risk Management and Security Operations. Deployed horizontal and pattern-based Discovery across data centers, AWS, Azure and Google Cloud with discovery schedules, IP range segmentation, credential aliases and load-balanced MID Server clusters.

Developer on the agency ServiceNow program focused on IT Operations Management, CMDB data quality and test automation. Deployed horizontal and pattern-based Discovery for on-premises, AWS, Azure and VMware infrastructure with tuned schedules, IP ranges and credentials.

Developer on Customer Service Management and custom application delivery using App Engine, UI Builder and IntegrationHub. Implemented Customer Service Management with accounts, contacts, consumers, products, case types and case state models.

Senior developer for IT Asset Management, delivering HAM Pro and SAM Pro on a CSDM-aligned CMDB. Implemented HAM Pro model categories, hardware models, stockrooms, asset lifecycle stages and sub-states.

Consultant implementing IT Business Management (now Strategic Portfolio Management) and Application Portfolio Management for client PMOs. Implemented Demand Management with intake forms, scoring assessments, Demand Workbench prioritization and demand-to-project conversion.

Platform engineer who built and ran the ServiceNow platform for IT and HR service delivery. Implemented ITSM on ITIL processes: Incident, Problem, Change, Request Fulfillment and Knowledge.

Bachelor of Science in Computer Science degree.