Shah Irfan

Senior ServiceNow Architect

ITG

Mar 2022 - Current (4 years 6 months)

• Led the overall ServiceNow architecture design across ITSM, ITOM, ITBM, and SecOps modules. • Defined technical roadmaps, platform governance, and best practices for enterprise-wide adoption. • Designed scalable CMDB and Discovery models to support IT operations and cloud integrations.

D

Senior ServiceNow Consultant

DeNoVo Solutions

May 2019 - Feb 2022 (2 years 10 months)

• Implemented ITSM, HRSD, and CSM modules to streamline IT and business workflows. • Delivered multiple Service Portal customizations, catalog items, and automated workflows. • Integrated ServiceNow with external systems (LDAP, SSO, monitoring tools, HR applications). • Conducted workshops and requirement sessions with stakeholders to design optimized workflows. • Supported ITBM implementation for project, demand, and portfolio management. • Ensured alignment of ServiceNow solutions with ITIL processes and compliance frameworks.

Senior ServiceNow Developer

Futran Solutions

Aug 2016 - Apr 2019 (2 years 9 months)

• Developed custom applications and scripted solutions to enhance ITSM functionality. • Automated workflows for Incident, Problem, Change, and Knowledge management. • Built dashboards and reporting structures for service performance tracking. • Configured integrations with monitoring and ticketing tools through REST/SOAP APIs. • Delivered Service Portal enhancements including catalog items and UI customizations. • Participated in platform upgrades and implemented security patches.

ServiceNow Administrator / Developer

EnergyHub

Sep 2014 - Jul 2016 (1 year 11 months)

• Supported platform administration including user management, roles, and security. • Configured core ITSM processes including Incident, Request, and Change management. • Developed catalog items and request fulfillment workflows to standardize IT services. • Maintained CMDB integrity through regular audits and discovery configuration. • Provided end-user training and documentation to drive adoption of ServiceNow. • Assisted in integrations with email, Active Directory, and monitoring solutions.

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