Mohammad Zaidi

Contact via AMAFHH INC Led large-scale ServiceNow implementations for clients, delivering secure, automated, and highly integrated digital workflows across IT, HR, Security, Risk, and Asset Management. Key Experience Owned end-to-end delivery across ITSM (Incident, Problem, Change, Request, Knowledge, SLA), ITOM (Discovery, Event Management, Service Mapping, AIOps), HRSD, CSM, GRC/IRM, TPRM, SecOps, HAM Pro, SAM Pro, PPM, SPM, APM, CIM. Designed and governed CMDB, including relationship mapping, reconciliation rules, and impact analysis. Built Employee Center, Service Portal, Service Catalog, AI Search, Virtual Agent, and self-service experiences. Implemented HR lifecycle events, case management, onboarding/off boarding, and role-based access control. Delivered Security Incident Response, Vulnerability Response, and Threat Intelligence integrations. Automated vendor onboarding, risk scoring, policy management, and audit workflows using GRC and TPRM. Developed custom scoped apps using App Engine Studio, Flow Designer, IntegrationHub, and Orchestration. Integrated ServiceNow with Rally, financial systems, Archer, SAP GRC via REST/SOAP, MID Server, LDAP, and SAML. Built Performance Analytics dashboards for IT, Security, Risk, and Portfolio leadership

Senior developer supporting one of the largest enterprise ServiceNow environments, serving 40M+ users across B2B and B2C operations. Key Experience Delivered and optimized ITSM modules: Incident, Change, Problem, Request Management, Knowledge, SLAs, Notifications. Implemented ITOM: Discovery, Event Management, Health Log Analytics, Service Mapping, ITOM Visibility. Architected CMDB with asset relationships, reconciliation rules, and API-based integrations. Led ITBM / PPM / Demand Management / Resource Management / CIM implementations. Implemented CSM, Agent Workspace, case routing, SLAs, and customer feedback workflows. Delivered GRC / IRM, Vendor Risk Management, policy management, control testing, and issue management. Integrated IRM with Vulnerability Response and Security Incident Response for real-time risk visibility. Implemented HAM Pro and SAM Pro for asset lifecycle, license compliance, and cost optimization. Built Service Catalog, Service Portal, Employee Center, and UX/UI enhancements. Implemented Virtual Agent, Predictive Intelligence, and AI categorization. Delivered Performance Analytics, dashboards, and executive reporting across IT and Security.

Acted as Lead Developer and Product Owner. Implemented a customer portal with Bootstrap theme and Implemented a HR portal on the new Service Portal (Helsinki). Have 2 implementation projects’ experience using and developing on CMS; collaborated closely as a Product Owner to ensure alignment with HRSD and PPM workflows. Led the Implementation, Customization, and Maintenance of ITIL-aligned ITSM modules including Incident, Change, Problem, Knowledge, FM, Service Catalog, CMDB, and CMS. Coordinated instance upgrade activities and managed clone operations, ensuring BCM and FM stability across dev/test/prod environments. Enhanced the Change Management module for better usability among stakeholders; built the CMDB from scratch to support APM and BCM initiatives. Led Discovery implementations, installed and configured MID Servers, becoming a go-to resource for BCM, APM, and CMDB troubleshooting. Delivered Service Request Management from end to end, including ITSM integrations with external tools and full support for Service Catalog Applications. Created and deployed new catalog items, developed workflows, and execution plans with direct alignment to PPM, ITSM, and HRSD functional requirements. Authored comprehensive functional and technical specifications for multiple ServiceNow modules, ensuring robust design across ITSM, FM, and BPC. Integrated BCM with Risk and Incident Management, allowing crisis managers to initiate and monitor continuity protocols directly from active incident records Implemented HRSD Employee Case Management — including portals and workflows for HRSD requests such as leave, onboarding, and transfers. Customized the Employee Self Service (ESS) portal per business requirements and built service definitions to tie into HRSD and BPC workflows. Led quarterly IRM control reviews with business units, using risk workspace enhancements to track evidence and assign ownership, improving audit readiness.

Early-career role supporting ServiceNow platform development alongside full-stack .NET engineering. Key Experience Supported implementations of HRSD, CSM, CMDB, GRC, Knowledge Management, Service Catalog. Built integrations using SOAP, REST, WCF, ASP.NET Web API, and ESB (MuleSoft). Developed workflow automation, document management, and backend services supporting business processes. Implemented UI Policies, Client Scripts, Business Rules, and form logic. Built responsive UIs using HTML, CSS, Bootstrap. Supported cloud deployments on Azure and AWS. Worked across full-stack development using C#, ASP.NET MVC, Web APIs, Entity Framework.