Muhammad Junaid

I’m a ServiceNow Developer with 6.3–7 years of hands-on experience across ITSM, ITOM, and ITAM, plus broad work in Service Portal, HRSD, CSM, GRC/IRM, SecOps, IAM, CMDB, Discovery, and complex integrations. I build and tailor ServiceNow modules to improve service quality, reduce downtime, and keep delivery aligned with SLA expectations.

I focus on configuration, customization, and development—covering Incident, Problem, Change, and Service Request Management. I create custom workflows, business rules, UI actions, and dashboards using ServiceNow Flow Designer and reporting to streamline operations, reduce manual effort, and deliver data-driven decision-making.

A core part of my work is strengthening operational foundations. I’ve developed and maintained CMDB and health dashboards, configured SLAs/OLAs/UCs, and used Discovery and MID Servers to keep configuration data accurate. I also integrate third-party tools for monitoring/alerting and automate incident creation and other operational tasks through IntegrationHub, Scripted REST/Table APIs, and scripted web services.

I extend the platform value across security, HR, customer service, and governance. I’ve implemented IAM automation and access request approvals, worked with SecOps for security incident response and orchestration, deployed HRSD onboarding/offboarding workflows and knowledge bases, and supported CSM case management and self-service with Virtual Agent. I also build asset and license governance using SAM/SAM Pro and HAM, normalize data from SCCM, and implement discovery-driven, cloud-aware CMDB updates (AWS and Azure), supported by ServiceNow certifications including CSA and CAD.