Mahdi Baig
Plano,TX
Summary
Lead ServiceNow Architect (CTA) with progressive experience spanning hands-on development, security architecture, platform governance, and enterprise solution leadership. Trusted to architect, govern, and scale ServiceNow platforms for federal agencies, including the U.S. Department of Agriculture (USDA) and the United States Capitol Police (USCP). Deep expertise in Customer Service Management (CSM), ITSM, ITOM Discovery, CMDB/CSDM, security and compliance, with a strong focus on Out-of-the-Box (OOTB) alignment, upgrade safety, and long-term platform health. Actively operating at the intersection of architecture, delivery leadership, and pre-sales advisory.
Overview
6
6
years of professional experience
7
7
Certifications
Work History
Lead ServiceNow Architect/Technical Lead
SYSUSA Inc.
Plano, Texas
01.2025 - Current
- Act as Lead ServiceNow Architect (CTA) and Technical Lead for enterprise and federal programs, serving as the design authority and technical escalation point.
- Lead the U.S. Department of Agriculture (USDA) platform transformation from ITSM to Customer Service Management (CSM), owning architecture strategy, governance, and delivery oversight.
- Ensure USDA’s platform remains primarily Out-of-the-Box (OOTB), compliant with federal standards, upgrade-safe, and scalable across service domains.
- Serve as Solution Architect for the United States Capitol Police (USCP), providing end-to-end ServiceNow solution architecture for federal law-enforcement use cases.
- Lead multiple new ServiceNow application development initiatives at SYSUSA, defining architecture patterns, development standards, and scalability guidelines while maintaining confidentiality of proprietary solutions.
- Establish and enforce platform governance frameworks, including customization thresholds, CMDB/CSDM alignment, security design, and architectural review processes.
- Partner closely with Sales and Pre-Sales teams to support technical discovery, solution shaping, architecture validation, and customer confidence.
- Contribute to organizational leadership, mentoring engineers, developing future leaders, and influencing SYSUSA’s technical direction.
ServiceNow Developer
SYSUSA Inc.
Plano, Texas
10.2022 - 12.2024
- Core ServiceNow Developer on the U.S. Department of Agriculture (USDA) Customer Service Management (CSM) implementation.
- Implemented CSM case management, workflows, integrations, business rules, UI policies, and App Engine components aligned to ServiceNow best practices.
- Worked alongside architects to support solution design, CMDB alignment, and integration strategy.
- Developed reusable integration components using REST APIs and MID Server, supporting secure and scalable data exchange.
- Supported parallel implementations across ITSM, GRC, Asset Management, and Discovery.
ServiceNow Security Implementation Specialist
SYSUSA Inc.
Plano, Texas
07.2021 - 09.2022
- Led ServiceNow GRC implementations across Risk, Policy & Compliance, Audit, Vendor Risk, and Privacy modules.
- Delivered executive-level demonstrations to federal stakeholders, including the U.S. Department of Treasury and Bureau of Engraving and Printing.
- Designed dashboards, reports, and workflows supporting governance, risk visibility, and audit readiness.
- Integrated compliance frameworks using UCF APIs, automating ingestion of authority documents and controls.
- Developed secure configurations using Business Rules, Script Includes, UI Policies, and Data Policies.
ServiceNow Intern
SYSUSA Inc.
Plano, TX
05.2020 - 06.2021
- Supported ServiceNow development and administration across demo and client environments.
- Developed scripts, UI policies, UI actions, and data policies under senior guidance.
- Led and mentored 10+ interns, supporting early-career development across ServiceNow, cybersecurity, and ITSM.
Education
Associate of Science - Computer Science
Northern Virginia Community College
Manassas, VA12-2021
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UTSkills
- Enterprise ServiceNow Architecture (CTA)
- Customer Service Management (CSM) Transformations
- ITSM / ITOM Discovery / CMDB & CSDM
- OOTB Strategy & Customization Governance
- Federal Security, Risk & Compliance (GRC)
- Integration Architecture (REST, MID Server)
- Technical Leadership & Architecture Review Boards
- Solution Advisory & Pre-Sales Support
Certification
ServiceNow Certified Technical Architect (CTA)
Micro-Certifications
CMDB · Predictive Intelligence · Virtual Agent · DevOps · Platform Analytics
Timeline
Lead ServiceNow Architect/Technical Lead
SYSUSA Inc.
01.2025 - Current
ServiceNow Developer
SYSUSA Inc.
10.2022 - 12.2024
ServiceNow Security Implementation Specialist
SYSUSA Inc.
07.2021 - 09.2022
ServiceNow Intern
SYSUSA Inc.
05.2020 - 06.2021
Associate of Science - Computer Science
Northern Virginia Community College
Bachelor of Science - Business Management
Western Governors University