Marriam Hussain

• Certified ServiceNow Developer with 13+ years of overall IT experience, including 10+ years of hands-on development, administration, and architectural design on the ServiceNow platform across multiple industries including healthcare, finance, insurance, and government. • Proven track record in end-to-end implementations, upgrades, integrations, and platform optimizations in alignment with ITIL v3/v4 standards and ServiceNow Interframework principles. • Expertise in IT Service Management (ITSM) modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, Asset Management, SLA Management, and Major Incident Management. • Delivered enterprise-grade solutions using IT Asset Management (ITAM), including Hardware Asset Management (HAM) and Software Asset Management (SAM), with integration to SCCM, Discovery, and CMDB for asset lifecycle automation. • Strong experience in IT Operations Management (ITOM), implementing Discovery, Event Management, Orchestration, MID Server configurations, and Service Mapping to ensure CMDB accuracy and operational visibility. • Delivered scalable applications using Strategic Portfolio Management (SPM/ITBM) modules including Project Portfolio Management (PPM), Demand Management, Resource Management, Time Tracking, and Financial Planning. • Configured and supported HR Service Delivery (HRSD) with Case Management, Lifecycle Events, Employee Center, Playbooks, and COE (Center of Excellence)-based data security. • Successfully implemented Customer Service Management (CSM) including Case Management, Account/Contact Models, SLAs, Entitlements, Escalations, and integration with portals for B2B customer support. • Hands-on experience in Workplace Service Delivery (WSD) modules such as Space Management, Reservation Management, Visitor Management, and Workplace Case Management. • Familiarity with Field Service Management (FSM), enabling work order management, dynamic dispatching, and technician mobility with real-time updates through the Agent Mobile app. • Exposure to Integrated Risk Management (IRM/GRC) including Policy & Compliance Management, Risk Management, Audit Management, and Automated Risk Assessments. • Proficient in developing platform capabilities using Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and Validation Scripts,