Saud Ahmed

•Designed and implemented end-to-end FSM solutions, covering Work Order Management, Scheduling and Dispatching, and Inventory Management.

• Configured Policy and Compliance Management (GRC) applications to digitize and automate internal control processes, linking policies, controls, and associated evidence collection.

• Designed and built data sync solutions using REST API integration via MID server for key business systems, like the Kanban board and internal websites, ensuring data consistency and integrity across the enterprise.

• Customized Incident, Problem, and Change Management modules, including state models, notification logic, and CAB approval policies, resulting in 99% process adherence.

• Developed 20+ new catalog items using Catalog Builder and Record Producers, incorporating complex order guides, and automated fulfillment workflows.

• Ensured elevated customer satisfaction by promptly addressing and resolving issues in ITSM and Service Catalog.
• Implemented workflows to enhance process automation within ServiceNow platform.
• Diagnosed and addressed production challenges identified by end-users related to ServiceNow components.
• Facilitated system integrations with external applications through implementation of web services, APIs, JDBC, and ODBC connectors.
• Investigated optimal practices for development activities including scripting techniques and UI patterns.
• Assessed user stories, created process flows, and generated scripts for automation of ServiceNow tasks.

• Led a project to integrate ServiceNow with an external CRM system using REST APIs, which streamlined data synchronization and reduced manual entry by 100%
• Implemented ITIL best practices focused on Incident, Change, and Problem Management. Collaborated in Agile project settings, engaging in key ceremonies like sprint planning. Leveraged knowledge of ITIL frameworks to drive improvements in service management. Participated in Agile events to support iterative development and team alignment.

• Administered ServiceNow platform, focusing on form, workflow, table, and field customization.
• Resolved technical issues associated with ServiceNow implementation
• Identified potential process improvements and worked with stakeholders to improve system efficiency.
• Designed reports using the Reporting module within the ServiceNow platform.