Mohammed User

I’m a Senior ServiceNow Developer with + 6 years of experience delivering enterprise ITSM, ITOM, ITAM, HRSD, CSM, GRC, and Strategic Portfolio Management (SPM) solutions across Healthcare, Retail, and Enterprise domains. Certified ServiceNow Administrator (CSA) and Certified Application Developer (CAD), I leverage ITIL best practices and Agile/Scrum to drive automation and Service Portal customization.

In recent roles, I built and enhanced Incident, Change, and Problem Management with CSDM 4.0-aligned CMDB, SAM Pro, and Hardware Asset Management—automating workflows and optimizing enterprise IT service delivery. I’ve developed Flow Designer workflows, Business Rules, Script Includes, UI Policies, and GlideAjax automations to reduce manual effort (25%) and incident resolution time by 30%, while achieving 90% test automation coverage using Automated Test Framework (ATF).

I integrate ServiceNow with enterprise platforms via REST API, SOAP API, LDAP, SSO/SAML, and systems like SAP, Azure AD, Workday, Salesforce, and SharePoint to enable secure, seamless data exchange. I also deliver ITOM Discovery and Event Management and performance-focused reporting—building Performance Analytics dashboards, SLA Metrics, and KPIs, and configuring ACLs/RBAC to support compliance requirements.