Mohammed Saif Ul Hasan

I’m a Certified ServiceNow ITSM/ITOM Specialist with 5+ years architecting workflow automation and integrations across multi-platform environments. I focus on ITSM solutions that improve service delivery and reduce manual effort through practical, scalable automation.

In my current role as a Software Development Engineer at Servicenow Hyd, India, I engineered and deployed GenAI-driven workflows that increased ITSM agent productivity by 35%. I also designed custom Virtual Agent topics for ITSM/ITOM modules, deflecting 25%+ of L1 support tickets and improving response speed for 5,000+ end users.

I integrate enterprise-grade GenAI compatibility with Azure OpenAI, Google Gemini, and Anthropic to support multi-LLM deployment across environments for multiple business units. Within Agile Scrum frameworks, I lead ITOM enhancements and Workforce Optimization—streamlining event management, alert correlation, shift planning, and resource allocation for a 47% improvement in operational efficiency.

Previously, as an Associate Software Developer, I aligned ITSM integrations and workflow automations with ITIL v4 standards, reducing incident resolution times by 18% and improving SLA compliance by 15%. Earlier, as a Software Development Intern, I built CI/CD pipeline integrations connecting GitHub and Bitbucket with ServiceNow DevOps and automated DevOps processes using scalable Flow Designer actions.