Open to opportunities

Rana Hamza

@ranahamza1

Message

I build scalable ServiceNow platforms, integrations, and AI automation for enterprise service delivery.

United States

Message

What I'm looking for

I'm looking to deliver secure, scalable, maintainable ServiceNow solutions that improve efficiency, user experience, and business value, particularly through enterprise integrations, platform architecture, and AI-driven automation.

At Cask, I lead full-lifecycle ServiceNow ITSM and ITOM implementations for Fortune 500 clients, improving service delivery efficiency by 35%. I architect scoped applications, enterprise integrations, and AI-enabled self-service solutions.

I design Now Assist, Virtual Agent, and AI Agent Orchestrator workflows that automate Tier-1 support, incident and case summarization, and multi-step ITSM and CSM processes.

Previously at The Computer Merchant, I maintained enterprise CMDB and CSDM frameworks at 98% data accuracy, redesigned a Service Portal for a 10,000+ global workforce, and increased self-service adoption by 25%.

Across NewRocket and Sage IT, I've delivered ITSM, HRSD, and CSM workflows, secure REST and SOAP integrations, Discovery and Service Mapping improvements, ATF suites that reduced regression testing time by 60%, and Tier 3 support for complex platform issues.

Experience

Work history, roles, and key accomplishments

Current

Senior ServiceNow Consultant/Architect

Current

Cask

Sep 2022 - Present (3 years 11 months)

Lead full-lifecycle implementation of ServiceNow ITSM and ITOM modules for Fortune 500 clients, improving service delivery efficiency by 35%. Architect custom scoped applications, deploy Now Assist and Virtual Agent solutions, and design complex integrations with enterprise tools.