Sukaina Shah

• Senior ServiceNow Developer / Administrator with over 12 years in IT and 10 years of progressive experience designing, configuring, and deploying ServiceNow solutions that align IT service delivery, governance, and compliance with enterprise objectives. • Certified in CSA, CAD, CIS-ITSM, ITILv4, Agile Scrum, and ServiceNow GRC, with a proven track record of leading platform implementations across healthcare, manufacturing, and enterprise service environments. • Deep expertise in IT Service Management (ITSM), delivering Incident, Problem, Change, Request, and Knowledge Management modules with ITIL-aligned workflows, SLA tracking, and automation that improved service quality and reduced resolution timelines. • Designed and developed custom ITSM workflows leveraging Flow Designer, Business Rules, and Script Includes to eliminate manual processes, enforce governance standards, and strengthen SLA adherence. • Strong background in Governance, Risk, and Compliance (GRC) and Integrated Risk Management (IRM), building risk registers, control testing workflows, audit management frameworks, and policy exception tracking to strengthen regulatory alignment. • Proven expertise in greenfield ServiceNow implementations, including complete instance setup from initial configuration through production deployment, with experience architecting scalable solutions for enterprise environments across multiple industries. • Specialist in developing reusable component libraries and standardized frameworks, creating modular Script Includes, UI policies, and workflow templates that accelerate development cycles and ensure consistent governance across multiple ServiceNow implementations. • Proficient in building and maintaining CMDB health using Discovery schedules, reconciliation rules, CI lifecycle automation, and relationship mapping, ensuring accuracy for change and risk management. • Extensive experience in IT Operations Management (ITOM), including Discovery, Service Mapping, and Event Management, improving visibility into business-critical services and enabling accurate impact analysis for changes and incidents. • Delivered IRM dashboards and compliance indicators with integrated remediation workflows, providing real-time visibility into risk posture and accelerating corrective actions. • Strong background in IT Asset Management (ITAM) with SAM Pro and HAM Pro implementations, automating software entitlement reconciliations, procurement workflows, and hardware lifecycle operations to ensure audit readiness. • Developed procurement and contract automation workflows integrated with SAM Pro to streamline vendor management, track entitlement renewals, and reduce compliance risks. • Skilled in configuring HR Service Delivery (HRSD) for onboarding, offboarding, lifecycle events, and case management, tightly integrated with ITSM, ITAM, and CMDB for seamless provisioning and compliance. • Delivered HRSD portals and workflows with dynamic forms, approval chains, and SLA rules, improving self service adoption and reducing case resolution times. • Designed and customized Service Catalog items with dynamic fields, SLA enforcement, conditional approvals, and branching workflows, ensuring governance and compliance while providing a streamlined user experience. • Created Service Portals with custom widgets, knowledge bases, and catalog integrations to improve self-service capabilities and reduce ticket volumes. • Expertise in ServiceNow scripting (Glide API, JavaScript, Script Includes, Client Scripts, Business Rules, UI Policies) to automate tasks, enforce standards, and develop reusable components. • Skilled in leveraging Flow Designer and IntegrationHub to orchestrate multi-step workflows, integrate with third-party systems, and reduce manual overhead. • Delivered cross-platform integrations using REST, SOAP, IntegrationHub, and Scripted APIs, connecting ServiceNow with HR, finance, compliance, and monitoring tools for seamless operations. • Experienced in building Scoped Applications tailored to governance and compliance needs, extending ServiceNow functionality beyond out-of-the-box features. • Strong expertise in Performance Analytics, designing dashboards for SLA tracking, compliance reporting, operational KPIs, and executive scorecards to support informed decisions. • Implemented Predictive Intelligence, Virtual Agent, and AI-driven chatbots to enhance ITSM classification, accelerate ticket routing,