ABID SAWYER
Augusta,georgia
Summary
ServiceNow engineer with 12 years of deep platform experience across core tables, scoped apps, and complex ITSM implementations. Expert in GlideRecord/GlideSystem scripting, Business Rules, Script Includes, Flow Designer/Workflow, and ACL-based security. Strong in REST/SOAP and Scripted REST API integrations, CMDB/Discovery engineering, and Service Catalog/Portal development. Skilled in performance tuning, log/SQL debugging, ATF, and managing upgrades/clones in multi-instance enterprise environments.
Overview
12
12
years of professional experience
Work History
ServiceNow Solution Engineer /Software Developer
Conceal (NetAbstraction)
04.2022 - Current
- Designed and implemented scoped applications leveraging core/task tables, custom tables, dictionary configuration, and controlled update set promotion.
- Developed complex Business Rules, Script Includes, Script Actions, and Scheduled Jobs using GlideRecord/GlideSystem for transactional and batch processing.
- Built Scripted REST APIs and integrations with external ITSM/HR/monitoring systems using REST/SOAP, MID Server, import sets, and transform maps.
- Engineered Service Catalog and Service Portal solutions with catalog client scripts, UI policies, variable sets, record producers, and custom widgets.
- Tuned performance using Debug SQL, Background Scripts, and log analysis to optimize slow queries, long-running transactions, and heavy scripts.
- Managed upgrades, clones, and platform changes, resolving skipped records and regression issues via ATF, sub-prod validation, and targeted hotfixes.
ServiceNow Consultant
Deloitte
10.2017 - 03.2022
- Translated ITSM/ITOM requirements into technical designs for Incident, Problem, Change, Request, CMDB, and SLAs using out-of-the-box and custom configurations.
- Designed CMDB models including CI classes, relationships, identification/reconciliation rules, and implemented Discovery schedules, credentials, and patterns.
- Configured Flow Designer and Workflow Editor for approvals, task routing, SLA logic, notifications, and event-driven automation.
- Produced technical design documents, data mapping specs, interface contracts, and configuration workbooks for greenfield and migration projects.
- Defined integration patterns leveraging REST/SOAP, import sets, Scripted APIs, and MID Server for secure data exchange with third-party tools.
- Advised on best practices for ACL/security model, performance tuning, instance strategy, and release/change management across multiple environments.
ServiceNow Developer
GollyGood Software LLC
05.2015 - 11.2017
- Implemented server- and client-side logic using Business Rules, Client Scripts, GlideAjax, UI Actions, and Script Includes in global and scoped apps.
- Built Service Catalog items, record producers, order guides, and Service Portal widgets with catalog client scripts and UI policies.
- Created reports, dashboards, and Performance Analytics indicators with scripted conditions and scheduled data collection.
- Used ATF and sub-prod instances for regression testing, update set promotion, and pre/post-upgrade validation.
ServiceNow Administrator
SOFtact Solutions (SOFtact / STS)
07.2013 - 04.2015
- Managed users, groups, roles, ACLs, and form/layout configurations across multiple instances.
- Configured email notifications, inbound email actions, data policies, UI policies, and system properties.
- Performed instance cloning, basic health scans, and platform maintenance, including plugin activation and feature enablement.
- Supported incident, change, and request queues by analyzing logs, troubleshooting configuration issues, and applying hotfixes.
Education
Bachelor of Science -
Aspire University
Skills
Platform & Admin – Core/task tables, dictionary/schema maps, scoped apps, update sets, ACL scripting, UI policies/actions, system properties, MID Server configuration
Server-Side Development – Business Rules (sync/async), Script Includes (reusable APIs), Scheduled Jobs, Script Actions, Fix Scripts, Background Scripts, Event/Notification scripting
Client-Side Development – Client Scripts, GlideAjax, UI Scripts, Catalog Client Scripts, Catalog UI Policies, DOM handling, basic AngularJS (Service Portal widgets)
Scripting & Debugging – JavaScript, GlideRecord (optimized queries), GlideSystem, GlideDateTime, debugging via Script Debugger, logs, and Debug SQL
Automation & Workflows – Flow Designer, Workflow Editor, SLA Engine, approval flows, auto-assignment, data transforms, event-driven automation
Integrations – REST/SOAP, Scripted REST APIs, import sets, transform maps, webhooks, OAuth 20, SAML SSO, MID Server/JDBC integrations with external ITSM/HR/monitoring tools
CMDB & Discovery – CI class design, relationships, identification/reconciliation rules, CMDB Health, Discovery schedules, patterns, probes, credential management
ITSM Implementation – Incident/Problem/Change/Request config, SLAs/task SLAs, CAB setup, major incident flows, Knowledge and Catalog process configuration
Analytics & DevOps – Reports, Performance Analytics, dashboards, ATF, sub-prod refresh, upgrade validation, query/performance tuning, Git VS Code for SN development
Certification
- CIS – IT Service Management (ITSM)
- CIS – IT Operations Management (ITOM)
- CIS – Customer Service Management (CSM)
- CIS – HR Service Delivery (HRSD)
- CIS – Discovery / CMDB
Timeline
ServiceNow Solution Engineer /Software Developer
Conceal (NetAbstraction)
04.2022 - Current
ServiceNow Consultant
Deloitte
10.2017 - 03.2022
ServiceNow Developer
GollyGood Software LLC
05.2015 - 11.2017
ServiceNow Administrator
SOFtact Solutions (SOFtact / STS)
07.2013 - 04.2015
Bachelor of Science -
Aspire University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Portfolio
ServiceNow Solution Engineer / Developer