mohamad alhayek
@mohamadalhayek
I build and automate ServiceNow platforms across ITSM, CSM, CMDB, ITAM, and AI-enabled service management.
JordanWhat I'm looking for
At Master Electronics, I build and administer ServiceNow solutions across ITSM, CSM, SPM, CMDB, GRC, ITAM, Employee Center, Knowledge Management, and Service Catalog. I deliver scoped applications, platform enhancements, and service-management workflows that turn business requirements into scalable operations.
I’ve implemented AI-powered virtual-agent and Agent Assist capabilities using OpenAI and Claude, embedded directly in Service Operations Workspace with data-governance controls. I also build integrations with GitHub, Azure DevOps, Zendesk, and Slack using REST/SOAP APIs, OAuth, authentication patterns, and scalable pagination.
I’ve led CMDB bulk imports, Hardware Asset Management gap analysis, Employee Center restructuring, and the end-to-end onboarding of Customer Service Management. I also recruited and trained a ServiceNow support team, establishing operating procedures, escalation paths, and platform documentation from the ground up.
Previously at Diyar United Company, I delivered ServiceNow administration and support for banking, telecom, oil, and public-sector clients. My background also includes service desk, managed workplace, field engineering, network support, customer service, SLA management, and end-user troubleshooting.
Experience
Work history, roles, and key accomplishments
ServiceNow Developer
Master Electronics
Developed and administered ServiceNow across ITSM, CSM, SPM, CMDB, GRC, ITAM, Service Operations Workspace, Employee Center, Knowledge Management, and Service Catalog. Designed AI-powered virtual-agent capabilities and built integrations with GitHub, Azure DevOps, Zendesk, and Slack.
Service Desk & Managed Workplace / Call Center
Diyar United Company
Aug 2020 - Jun 2021 (10 months)
Provided technical support onsite and through phone, email, WhatsApp, instant messaging, virtual agents, and self-service portals. Maintained high customer service standards and resolved hardware and software issues.
IT Support Field Engineer
Diyar United Company
Oct 2019 - Jul 2020 (9 months)
Provided technical support to end users, handling problem identification, diagnosis, resolution, and escalation through helpdesk systems, telephone, and remote-support tools. Performed security administration and managed installation, configuration, and system migration.
ServiceNow Administrator
Diyar United Company
Engaged with process owners across ITSM and CSM to gather business requirements and develop robust, scalable solutions. Created reports, dashboards, business rules, client scripts, UI policies, script includes, notifications, and workflows for multiple clients.
Education
Degrees, certifications, and relevant coursework
Jordan University of Science and Technology
Bachelor of Science, Network Engineering and Security
Studied Network Engineering and Security, graduating in October 2018.
Tech stack
Software and tools used professionally
Availability
Location
JordanAuthorized to work in
Job categories
Skills
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