Umer Safdar
Yonkers
Summary
A seasoned ServiceNow professional with over 12 years of experience, evolved from a technical administrator/developer to a strategic partner who bridges business needs and platform capabilities. Skilled in translating functional requirements into scalable solutions across ITSM, CSM, HRSD, and ITOM modules, driving improvements in efficiency, cost optimization, and user satisfaction. Proven expertise in configuring workflows, conducting stakeholder workshops, and leading agile-driven enhancements to align ServiceNow with organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ServiceNow Developer (Contract)
New York University
02.2024 - Current
- Championed the architecture of NYU’s ServiceNow ecosystem, shaping services, service offerings, and service portfolios to segment data for Campus Services, Campus Safety, and Student Support use cases
- Orchestrated workflows, business rules, query business rules, ACLs, and inbound email actions to automate case routing and service management (e.g., location-based assignments, case-to-service/request mappings)
- Guided the redesign of the EC Portal taxonomy based on service portfolios, improving user navigation and self-service adoption
- Configured Record Producers and location-based user criteria to streamline case creation and access controls
- Partnered with stakeholders during requirements gathering and UATs to validate workflows, ensuring alignment with operational needs and user expectations
ServiceNow Business Analyst (Contract)
Cleveland Clinic
02.2023 - 10.2023
- Spearheaded the end-to-end analysis and implementation of ServiceNow solutions for ITSM, HRSD, and CSM, including detailed requirements gathering, process mapping, and customization of Incident, Problem, Change, and Request Management modules using Flow Designer
- Designed and documented the ServiceNow zBoot implementation strategy for out-of-the-box rollback capabilities, and facilitated the integration of HRSD with Workday, PeopleSoft, and Bamboo HR through REST/SOAP APIs, plugins, and web services
- Conducted thorough analysis and optimization of ITSM processes, including defining and configuring SLAs, service catalog items, and email notifications, leading to measurable improvements in service delivery times and customer satisfaction
- Developed technical specifications and customized client scripts, business rules, UI policies, and UI actions using JavaScript to meet specific business requirements, as well as created HR criteria and HR templates to streamline HR service delivery and knowledge base access
- Designed and implemented a customer support portal, including automated case routing, custom reporting dashboards, and self-service features, using Service Portal widgets and pages, and employed Performance Analytics and Event Management to monitor and optimize system performance
ServiceNow Business Analyst
Lawrence University
10.2021 - 12.2022
- Analyzed and optimized ServiceNow workflows for academic departments, identifying inefficiencies and recommending process improvements for enhanced operational effectiveness
- Defined requirements and collaborated on the design of Self-Service Portal modules for student registration, financial aid applications, and housing requests to streamline user interactions and reduce administrative burdens
- Managed HR data access and permissions, working with stakeholders to define role-based access controls and ensure Core HR modules were restricted to authorized personnel
- Facilitated the creation of requirements for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics, and HRSD workflows, gathering input from stakeholders and documenting specifications for effective service delivery
- Configured HRSD suite features such as roles, COE structures, and service offerings based on stakeholder requirements, focusing on process optimization and efficient HR service management
- Collaborated with cross-functional teams to identify, prioritize, and document ServiceNow enhancements, ensuring alignment with business needs and strategic objectives
- Documented ServiceNow configurations and processes, ensuring compliance with institutional policies, and managing activities related to data migration, testing, and user acceptance
- Utilized ServiceNow reporting tools to analyze data trends, identify opportunities for improvement, and provide actionable recommendations for optimizing campus services
ServiceNow Business Analyst
Amica Insurance
09.2020 - 09.2021
- Partnered with business units to define requirements for ITSM, HRSD, and CSM implementations, aligning ServiceNow workflows with organizational goals.
- Identified automation opportunities to streamline repetitive tasks, reducing manual effort, and freeing up IT resources for strategic initiatives.
- Led workshops to assess HR Service Delivery maturity, designed a roadmap for modernization, and cross-trained HR teams on annual compensation cycles.
- Collaborated with IT and compliance teams to configure role-based access controls and security protocols, ensuring alignment with organizational standards.
- Managed sprint planning, user story creation, and backlog grooming to prioritize enhancements, and ensure on-time delivery of platform upgrades.
ServiceNow Admin/Developer
CVS Health
09.2017 - 08.2020
- Designed and implemented workflows, forms, reports, and dashboards for streamlined processes
- Utilized scripting languages and APIs to build custom applications and integrate with other systems
- Managed access controls and implemented security measures to protect sensitive information
- Monitored system performance, identified issues, and implemented solutions to keep things running smoothly
- Stayed current on ServiceNow releases, best practices, and participated in the community to grow expertise
System Administrator
J.P. Morgan
05.2014 - 09.2017
- Supported employees with IT issues, ensuring system uptime and productivity
- Managed user accounts, maintained networks, and configured hardware and software
- Proactively monitored systems, identified and resolved performance issues
- Stayed up-to-date on technology, implemented new solutions, and documented processes
Education
MS - Information Technology
Wah Institute of Technology
Pakistan01.2012
Bachelors of Science - Business Administration, Finance
COMSATS University
08-2009
Skills
- Stakeholder collaboration
- Data analysis
- Service portfolio management
- ServiceNow development
- Workflow configuration
- Agile methodology
- Scrum framework
- Performance analytics
- Continual service improvement
- ITIL framework
- IT service management
- Problem-solving
- Product knowledge
- Interpersonal communication
Certification
- ServiceNow Implementation Specialist (ITSM, CSM, FSM, APM)
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
- Certified Scrum Master
- Google IT Support Program Certification
Timeline
ServiceNow Developer (Contract)
New York University
02.2024 - Current
ServiceNow Business Analyst (Contract)
Cleveland Clinic
02.2023 - 10.2023
ServiceNow Business Analyst
Lawrence University
10.2021 - 12.2022
ServiceNow Business Analyst
Amica Insurance
09.2020 - 09.2021
ServiceNow Admin/Developer
CVS Health
09.2017 - 08.2020
System Administrator
J.P. Morgan
05.2014 - 09.2017
MS - Information Technology
Wah Institute of Technology
Bachelors of Science - Business Administration, Finance
COMSATS University
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