Amena Abdul Basith
ServiceNow Developer with 3+ years of experience in ITSM development and ITOM Discovery | CSA certified
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About
ServiceNow Developer with 3+ years of experience in ITSM development and ITOM Discovery, including integrations (Okta, Active Directory) and platform automation.
Implemented Predictive Intelligence
Classification to improve ticket routing accuracy, and built a GenAI-powered incident resolution tool using Predictive Intelligence's Similarity Framework. ServiceNow Certified System Administrator (CSA).
Experience
ServiceNow Developer at Hitachi Vantara (2023-09 – 2026-06)
Delivered ITSM enhancements including catalog items, workflows, business rules, client scripts, UI policies, and notification/email scripts. Supported ITOM Discovery by configuring MID Servers, validating credentials, adding IP ranges to Discovery schedules, and resolving Discovery failures across Windows, Linux, vCenter, network, and storage devices. Automated attachment copy/delete operations between records.
Developed a Scripted REST API enabling an external team to create tickets directly in ServiceNow, and leveraged the out-of-box Active Directory integration for automated user provisioning. Built automated notifications to identify Workflow/Flow Designer failures early, improving error visibility and reducing resulting incidents. Enhanced relationship logic between Problem, Change, and Incident records as part of an assigned stakeholder initiative, improving cross-process traceability, and supported release cycles and upgrade testing in Agile environments.
Built a reusable Okta user provisioning framework using a Script Include and custom Flow Designer action, driven by a custom lookup table for group names/IDs, removing the need to hardcode Okta group IDs for each new catalog item.
Implemented Predictive Intelligence
Classification to auto-predict assignment groups for incoming requests, improving ticket routing accuracy and reducing manual triage effort. Built a GenAI-powered Incident Resolution Advisor using the Predictive Intelligence Similarity Framework to analyze historical resolution notes and recommend troubleshooting steps, generating recommendations for 400+ incidents since go-live.
ServiceNow Developer Intern at Hitachi Vantara (2023-04 – 2023-09)
Education
Master of Technology (M.Tech) in Computer Science & Engineering – Stanley College of Engineering and Technology for Women (2023 – 2025)
Bachelor of Engineering (B.E.) in Computer Science & Engineering – Stanley College of Engineering and Technology for Women (2019 – 2023)
