Open to opportunities

Nav Shaw

@navshaw

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I am an experienced ServiceNow architect and developer delivering scalable ITSM, ITOM, and ITAM solutions.

Canada

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What I'm looking for

I seek a senior ServiceNow role where I can lead enterprise implementations, modernize ITSM/ITOM/ITAM, mentor teams, and deliver measurable efficiency and compliance gains in a collaborative organization.

I am a results-driven ServiceNow architect and developer with 8+ years implementing ITSM, ITOM, ITAM, GRC, SecOps, HRSD and SAM Pro solutions across enterprise environments.

I have led end-to-end implementations that reduced critical incident resolution time by 20% and average incident resolution time by 25%, sped server provisioning by 40% and reduced system downtime by 15%. I also improved employee engagement by 40%, reduced HR case handling by 35% and lowered asset-related incidents by 30% through automation, CSDM-aligned CMDB work, and SAM Pro license management.

I focus on scalable, best-practice-aligned ServiceNow architectures, cross-team collaboration, and measurable ROI—designing integrations, dashboards, reusable components and training to increase adoption and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Sr. ServiceNow Developer

Current

Deloitte

Jul 2024 - Present (1 year 1 month)

Designed and implemented ITSM and ITOM solutions, introducing Major Incident Management that reduced critical incident resolution time by 20% and automated workflows that cut average incident resolution time by 25%. Implemented CSDM-based CMDB, SAM Pro and automated server provisioning, reducing deployment time by 40% and system downtime by 15%.

ServiceNow ITSM ITOM SAM Discovery JavaScript REST APIs

ServiceNow Architect / Developer

Suncor Energy

Apr 2023 - Jul 2024 (1 year 3 months)

Led end-to-end ServiceNow ITSM and IRM implementations, improving SLA adherence and enabling executive risk reporting through custom IRM dashboards. Developed CSDM-aligned CMDB and integrations to support operational resilience and continuous control monitoring.

ServiceNow ITSM IRM Integration GRC Performance Analytics

Sr. ServiceNow Developer / Architect

CGI

Apr 2022 - Apr 2023 (1 year)

Implemented ServiceNow ITOM and ITSM modules including Discovery, Service Mapping and Event Management to improve operational visibility and reduce event noise and mean time to resolution. Developed orchestration and MID Server solutions to automate remediation and integrations with monitoring tools.

ServiceNow ITOM Discovery Event Management Orchestration Integration

ServiceNow Developer

Loblaw Companies Limited

Aug 2017 - Mar 2022 (4 years 7 months)

Led ServiceNow implementations and ITSM process improvements that streamlined change and problem management and increased self-service adoption through intuitive service portals and catalogs. Built CMDB and automated service dependency mapping to support change impact analysis.

ServiceNow ITSM Change Management Service Portal Event Management Knowledge Management

ServiceNow Developer / Admin

Hydro-Québec

Jan 2015 - Jun 2017 (2 years 5 months)

Managed ServiceNow instances, governance and upgrades, conducting health checks and performance tuning to improve platform stability and reduce downtime. Implemented access controls, integrations and documentation to support ongoing operations and user adoption.

Instance Management Governance Service Upgrades ITSM Integration Scripting