Muhamed Maahir

ServiceNow Analyst

zeb • Fulltime

Feb 2026 - Aug 2026 • 6 mos

As a Senior ServiceNow Technical Consultant, I was responsible for designing, developing, and delivering enterprise-scale ServiceNow solutions across ITSM, CSM, SPM, and Sales & Order Management (SOM). I collaborated with business stakeholders to analyze requirements and translate them into scalable, secure, and high-performing platform solutions. My responsibilities included developing custom applications, Business Rules, Client Scripts, UI Policies, Script Includes, UI Actions, Flow Designer automations, Service Catalogs, Record Producers, and REST/SOAP integrations. I also built and enhanced Service Portal components using AngularJS, HTML, CSS, and JavaScript to improve the end-user experience. I played a key role in implementing ServiceNow's Generative AI capabilities, including Now Assist, AI Skills, and Agentic AI solutions. I designed conversational experiences, configured AI-powered Virtual Agents, implemented Retrieval-Augmented Generation (RAG) solutions using AWS Bedrock and Azure OpenAI, and developed intelligent workflows for automated case summarization, email triage, knowledge retrieval, and next-best-action recommendations. Additionally, I integrated ServiceNow with external enterprise platforms such as Jira, Azure, AWS, Microsoft Teams, Active Directory, and Intune through REST APIs and Integration Hub. I also contributed to CMDB governance, Discovery optimization, performance dashboards, and platform best practices while mentoring junior developers and participating in Agile ceremonies throughout the project lifecycle. Now Assist - AI-powered assistant built on ServiceNow’s Large Language Model. - Build Virtual agent flows with Now Assist enabled to make the chatbot interactive - Build Data privacy with the platform and Virtual Agent to mask sensitive customer information - Key capabilities: - Understands context and intent. - Synthesizes complex information. - Generates content and answers for agents and requestors.

ServiceNow Developer

AVASOFT • Fulltime

Jul 2023 - Jan 2026 • 2 yrs 6 mos

As a ServiceNow Developer, supported the development, customization, and maintenance of enterprise ServiceNow applications. Collaborated with senior developers and business analysts to understand business requirements and implement solutions that improved IT service management processes. Assisted in REST API integrations, testing, troubleshooting, and platform enhancements while working closely with senior developers and business stakeholders. Contributed to requirement analysis, documentation, and production support, ensuring reliable and user-friendly ServiceNow solutions. Developed and customized Client Scripts, UI Policies, Business Rules, Script Includes, UI Actions, Service Catalog Items, Record Producers, and Flow Designer workflows. Assisted in configuring Incident, Problem, Change, Request, and Knowledge Management modules while ensuring compliance with ServiceNow development best practices. Participated in integrating ServiceNow with external applications using REST APIs, performed unit testing and defect resolution, and supported production deployments. Contributed to troubleshooting platform issues, validating enhancements, preparing technical documentation, and optimizing workflows to improve automation and user experience. Worked in an Agile environment, participating in sprint planning, daily stand-ups, code reviews, and user acceptance testing while gaining hands-on experience in delivering scalable ServiceNow solutions for enterprise customers.