Kamal Zaidi

ServiceNow Technical Architect with 13+ years of progressive IT experience, including 10+ years of specialized expertise in architecting, implementing, customizing, and optimizing enterprise ServiceNow solutions across healthcare, banking, telecommunications, retail, and financial services domains. Extensive experience delivering enterprise-scale implementations across ITSM, ITOM, CMDB, Discovery, Service Mapping, Event Management, ITAM (HAM/SAM), CSM, HRSD, SPM, IRM/GRC, SecOps, FSM, AI/Now Assist, and App Engine. Proven expertise in designing scalable platform architectures, defining governance frameworks, establishing architectural standards, and leading end-to-end ServiceNow transformation programs aligned with ITIL best practices and enterprise objectives. Strong hands-on experience developing complex solutions using Flow Designer, IntegrationHub, JavaScript, Glide APIs, Business Rules, Script Includes, UI Builder, Service Portal, Employee Center, REST/SOAP APIs, MID Server, and Integration Frameworks. Experienced in architecting enterprise integrations with Workday, Active Directory, Azure AD, SAP, Salesforce, monitoring tools, cloud platforms, and third-party enterprise applications using secure, scalable integration patterns. Skilled in implementing Now Assist, Generative AI, Virtual Agent, Predictive Intelligence, Agentic AI, and intelligent workflow automation to improve operational efficiency, employee experience, customer service, and business productivity. Strong knowledge of CMDB governance, CSDM, Asset Management, Service Portfolio Management, platform security, ACLs, Domain Separation, Health Scan remediation, Instance Scan analysis, performance optimization, upgrade planning, DevOps, and CI/CD practices. Demonstrated success leading Agile delivery teams, mentoring developers and architects, conducting architecture reviews, design workshops, code reviews, technical governance, stakeholder presentations