Sarah Khan
Houston,TX
Summary
IT professional with over 10 years of experience and 6+ years specializing in ServiceNow development. Expertise in automating workflows to enhance user experiences and improve incident management processes. Demonstrated success in delivering solutions that streamline operations and align with business objectives through collaboration and technical proficiency.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Sr. ServiceNow Developer
BCM Pro
06.2025 - Current
- Designed Custom Scope Application to meet specific business requirements and enhance functionality.
- Implemented custom email notifications and templates using system properties and notification triggers.
- Designed solution for automatically setting the state on record if comments are added on associated tasks.
- Configured and customized record producers, order guides, and catalog client scripts to enhance user experience in Service Catalog.
- Worked on creating and managing Script Includes to implement reusable server-side logic across the platform.
- Configured Access Control Lists (ACLs) to enforce data security and restrict record-level access.
- Developed custom reports and dashboards to provide stakeholders with real-time visibility into process metrics.
- Built and maintained custom tables and relationships for application-specific data management.
- Implemented client-side validation and dynamic behavior using GlideAjax and GlideRecord calls.
- Collaborated with stakeholders to gather requirements and translate them into technical design and implementation.
- Performed data migration and transformation using import sets, transform maps, and data policies.
- Customized form layouts, related lists, and list views for better usability and efficiency.
- Enhanced UI Macros and UI Pages for improved portal customization and optimized catalog presentation.
- Analyzed and debugged issues using ServiceNow logs and background scripts to ensure system reliability and performance.
Sr. ServiceNow Developer
Berkeley
03.2025 - 06.2025
- Integrated ServiceNow with external systems using REST APIs.
- Developed Business Rules, Client Scripts, and Script Includes for custom functionality.
- Configured incident, request, change, and problem processes as per business requirements.
- Implemented ACLs, roles, and user criteria to control access to catalog items and records.
- Enhanced ITSM module functionality through targeted contributions.
- Worked on approval workflows, including multi-level and conditional approvals.
- Resolved production defects and performance issues to ensure system reliability.
- Developed and maintained operational reports and dashboards for performance tracking.
- Participated in requirement gathering, design discussions, and code reviews with stakeholders.
Sr. ServiceNow Developer
LoanDepot
01.2025 - 03.2025
- Enhanced ITSM modules to improve functionality and user experience.
- Developed service catalog items using flow designer to streamline request processes.
- Designed and Developed UI/UX for Catalog Design.
- Created the UI pages to use them in catalog items using the UI Scripts.
- Writing script includes invoking them in reference qualifiers or variable scripting.
- Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
- Successfully migrated various ServiceNow instances using Update Sets.
- Created database views for reporting on catalog item variables to support data analysis.
Sr. ServiceNow Developer
CSPIRE
07.2024 - 10.2024
- Developed custom FSM (Field Service Management) module to enhance service delivery.
- Mapped integration from Salesforce to ServiceNow and gathered requirements to ensure alignment with business needs.
- Developed business rules, client scripts, UI actions, and UI policies.
- Hands-on experience on Washington DC Version. Configured and customized from scratch. Reviewed and updated custom scripts and workflows to ensure compatibility with new version.
- Ensure system stability, performance, and scalability.
- Record detailed user stories to guide development for all the Sprints.
- Supported user access issues and troubleshot user-related problems to maintain system functionality.
Sr. ServiceNow Administrator/Developer
CISCO
10.2023 - 06.2024
- Developed custom Project Portfolio Management (PPM) module to enhance project tracking and management.
- Developed Business Rules, Client Scripts, UI Actions, and UI Policies.
- Configure and customize the ServiceNow instance according to organizational needs.
- Led the complete development process from start to finish.
- Designed custom email solution for related list UI Action, including UI Macros and UI Pages, and developed Service Level Agreements (SLA) to ensure compliance with service standards.
- Created custom tables to organize and manage project-related details efficiently.
- Ensure system stability, performance, and scalability.
- Create and manage reports, dashboards, and performance analytics.
- Coordinated user administration for a platform serving more than 6000 individuals.
Sr. ServiceNow Administrator/Developer
LITHIA MOTORS - Remote
10.2022 - 10.2023
- Developed and customized ServiceNow applications and modules, including Incident, Problem, Change, Service Catalog, and CMDB.
- Designed and implemented complex workflows to streamline and automate IT service management processes, aligning with business needs and ITIL best practices.
- Led the integration of ServiceNow with third-party applications using REST and SOAP APIs.
- Configured and maintained single sign-on (SSO) and LDAP integration for seamless user authentication.
- Developed custom Service Portal pages using HTML, CSS, and Jelly Scripting.
- Created and managed access control rules (ACLs) to secure sensitive data and automate routine tasks, enhancing data protection and operational efficiency.
- Provided production support, including troubleshooting, patching, and upgrading ServiceNow instances.
- Generated reports and dashboards to provide actionable insights for IT management decision-making.
- Implemented Performance Analytics to monitor and improve IT service delivery efficiency.
- Conducted user training sessions and created documentation to facilitate smooth adoption of ServiceNow functionalities across teams.
- Collaborated with cross-functional teams to gather requirements, perform gap analysis, and design solutions.
- Worked on an inbuilt ticketing system (Shared Service Cases - SSC), maintaining the ticketing table and creating record producers.
- Created inbound actions for ticket creation via email (new, reply, forward) and built new catalog items with Flow Designers and Workflows.
- Experienced in upgrading and cloning ServiceNow instances, maintaining deployments to TEST and PROD, and working on Incident and Change modules.
- Collaborated with developers to implement custom applications and integrations.
ServiceNow Administrator/Developer
D.WORKZ INTERACTIVE - Remote
12.2018 - 09.2022
- Implemented, customized, and maintained ITIL modules including Incident, Change, Problem, Knowledge, Service Catalog, CMDB, Project Portfolio Management (PPM), Demand Management, and SDLC in ServiceNow.
- Developed ServiceNow applications, modules, tables, and columns based on requirements.
- Created various workflows for Incident Management, Change Management, Service Requests, and SLAs.
- Built and maintained the Service Catalog, creating new catalog items, order guides, and workflows for Change Management.
- Created Business Rules, Client Scripts, UI Actions, and UI Policies.
- Developed UI Pages, UI Actions, Catalog UI policies, Business Rules, Client-side scripting, and server-side scripting.
- Enhanced change management module, simplifying tool usability for stakeholders and improving user experience.
- Integrated ServiceNow with external SOAP and REST-based web services.
- Integrated ServiceNow with LDAP for obtaining users and groups.
- Streamlined appointment management processes for dispatchers and agents, improving booking, cancellation, and rescheduling through internal systems and customer portal.
- Managed migrations between environments in ServiceNow using update sets and import sets; maintained configuration items and modified forms and sections.
- Configured reporting for Service Level Agreements (SLAs).
- Collaborated with Cisco to implement the FSM module, including Work Order Management, Asset Management, and Contractor Management.
- Developed scheduled tasks to automate planned work assignments and optimized workforce management strategies.
- Loaded, manipulated, and maintained data between ServiceNow and other systems, generated views and reports with IT managers.
- Managed cloning activities, including raising requests for cloning and excluding tables not included in cloning.
- Possessed good knowledge of CMDB and Asset Management Services, including business services and configuration item relationships.
- Gathered and fulfilled requirements from stakeholders, ensuring user needs were met.
- Contributed to ServiceNow instance upgrade activities and patch fixes.
- Implemented human resources modules to streamline HR processes.
- Employee Case Management- Contributed to development of HR portals for improved employee access., HR case Customizations, Interviews, and recruitment process automation for Talent Management.
- Employee Self-Service – Built and exposed the employee self-service service within the self-service portal.
- Employee Document Management – Uploaded organizational documents to the EDM module for centralized access. to the EDM module of ServiceNow. Configured the retention policy and the security rules using HR criteria for the different types of employees within the organization.
- HR Payroll cases, Employee Relations, HRIT Operations
- Implemented TPDD vendor management process in the service catalog of ServiceNow
- Employee Document Management – Uploaded organizational documents to the EDM module for centralized access. to the EDM module of ServiceNow. Configured the retention policy and the security rules using HR criteria for the different types of employees within the organization.
- HR Payroll cases, Employee Relations, HRIT Operations
- Implemented TPDD vendor management process in the service catalog of ServiceNow
ServiceNow Administrator/Developer
MetroPCS - Houston
Houston
04.2016 - 11.2018
- Led the successful implementation of ServiceNow FSM, including requirements gathering, configuration, customization, and testing.
- Executed implementation, customization, and maintenance of ITIL modules including incident, change, problem, knowledge, service catalog, and CMDB in ServiceNow.
- Implemented FSM module including Work Order Management, Asset Management, and Contractor Management to optimize field service operations.
- Managed work orders and tasks, recorded work duration, and configured FSM SLAs, ensuring timely issue resolution.
- Orchestrated scheduling and dispatching of work order tasks, ensuring efficient task assignment and visibility.
- Facilitated appointment management, enabling customers to book/cancel appointments via the consumer service portal.
- Developed custom notifications for work order tasks to enhance communication efficiency.
- Contributed to the creation of Business Rules, UI Actions, and UI Policies.
- Contributed to the creation of Service Now Applications, Modules, tables, and columns according to requirements. Applied strong knowledge of web applications, networks, protocols, and email (SMTP, POP3).
- Enhanced the change management module to improve usability for stakeholders.
- Worked on integrating Service Now with external SOAP and REST-based web Services.
- Contributed to the migration between various environments in Service-Now through the use of update sets and import sets.
- Contributed to LDAP integration with Service Now for user and group retrieval.
- Completed service portal new theme development as per client brand colors
- Contributed to the Service Now instance upgrade activities.
- Developed service catalog by creating new catalog items and designing workflows to streamline change management processes.
- Performed User Acceptance Testing (UAT), Validation Testing, Smoke Testing, Functionality Testing, and Integration Testing
- Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap, and XML.
- Managed acceptance, identification, storage, and withdrawal of supported CLs to ensure proper tracking.
- Oversaw inventory management, handling part requisitions, asset pickups, and transfer orders.
- Completed service portal new theme development as per client brand colors
ServiceNow Administrator/Developer
STOFA - Plano, TX
Plano, TX
01.2015 - 12.2015
- Provided analysis, design, and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.
- Developed end-to-end refactoring project, addressing major defects and enhancing CMDB management.
- Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
- Designed comprehensive workflow for onboarding and offboarding partners, employees, and contractors based on team requirements.
- Worked on the latest release of Eureka, which is the advanced release, and discovered ServiceNow upgrades. Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
- Worked on Discovery to relocate the devices that were irregularly managed and found a solution to resolve the issues by using the discovery tool for better use.
- Documented all implementations and best practices defined within the team.
- Conducted root cause investigations to resolve incidents effectively.
- Performs core configuration tasks including system policies, business rules, and client scripts.
- Oversaw management of user roles and permissions for system access.
- Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
- Managed data with Tables, the CMDB, Import Sets, and Update Sets.
- Coordinated Service Catalog options, including two-step checkout, cart controls, and variables. Developed and improved user systems procedures, and prepared systems documentation.
JAVA/WEB DEVELOPER
CARHARTT
01.2013 - 12.2014
- Developed presentation tier with HTML and JSPs using Struts 1.1 Framework, incorporating AJAX for improved page rendering speed.
- Designed the application using J2EE design patterns such as Session Facade, Business Delegate, Service Locator, Value Object, and Singleton.
- Developed the middle tier using EJB's Stateless Session Bean, and Java Servlets.
- Implemented Entity Beans to enhance data retrieval and storage efficiency from Oracle 9i database.
- Worked on Hibernate for data persistence.
- Prepared high- and low-level design documents for business modules, facilitating future updates and deployments in JBoss Application Server across development and production environments. Managed version control using CVS.
- Used JUnit to write unit tests.
Education
BACHELOR OF ARTS -
KINNARD COLLEGE FOR WOMAN
LAHORE, PAKISTAN01-2007
Skills
- ServiceNow Platform
- ServiceNow Development Tools
- ServiceNow Scripting
- ServiceNow Scripting Languages
- UI Customization
- ServiceNow Studio
- ServiceNow Database
- ServiceNow Update Sets
- ITIL and ServiceNow
- Software development methodologies
- SQL tools
- ServiceNow Hosting
Certification
- ITIL 4 FOUNDATION CERTIFIED
- SERVICENOW CERTIFIED SYSTEM ADMINISTRATOR
Timeline
Sr. ServiceNow Developer
BCM Pro
06.2025 - Current
Sr. ServiceNow Developer
Berkeley
03.2025 - 06.2025
Sr. ServiceNow Developer
LoanDepot
01.2025 - 03.2025
Sr. ServiceNow Developer
CSPIRE
07.2024 - 10.2024
Sr. ServiceNow Administrator/Developer
CISCO
10.2023 - 06.2024
Sr. ServiceNow Administrator/Developer
LITHIA MOTORS - Remote
10.2022 - 10.2023
ServiceNow Administrator/Developer
D.WORKZ INTERACTIVE - Remote
12.2018 - 09.2022
ServiceNow Administrator/Developer
MetroPCS - Houston
04.2016 - 11.2018
ServiceNow Administrator/Developer
STOFA - Plano, TX
01.2015 - 12.2015
JAVA/WEB DEVELOPER
CARHARTT
01.2013 - 12.2014
BACHELOR OF ARTS -
KINNARD COLLEGE FOR WOMAN