rukh zahra

• Senior ServiceNow Developer with over 14 years of progressive experience in architecting, designing, implementing, and optimizing enterprise-wide ServiceNow solutions across ITSM, HRSD, ITOM, ITAM, CMDB, GRC/IRM, CSM, MDM, and Vulnerability Response modules, driving measurable business value. • Expert in configuring and enhancing ITSM modules such as Incident, Problem, Change, and Request, as well as implementing robust Service Catalogs, CMDB structures, and advanced ITOM capabilities including Discovery, Service Mapping, and Event Management to improve operational efficiency and service reliability. • Designed and deployed HRSD solutions and workflows, including Virtual Agent with Natural Language Understanding, scoped applications, and custom Service Portals, significantly improving employee engagement and reducing manual intervention. • Integrated ServiceNow with enterprise tools like Jira, Microsoft Teams, and AD/LDAP, leveraging REST and SOAP APIs, Integration Hub, and MID Servers to enable secure, seamless data exchange and process automation across platforms. • Enhanced organizational performance through ITBM, GRC, and SecOps modules by aligning resource planning, compliance standards, and security objectives to achieve operational excellence and governance. • Specialized in advanced reporting, SLA management, and data visualization, creating meaningful dashboards and analytics that support actionable insights and informed decision-making across business units. • Demonstrated leadership in platform upgrades, migrations, and multi-tenant environments, ensuring smooth cross-functional integrations with systems such as Salesforce, SAP, Slack, and other enterprise solutions. • Developed and maintained integrations between HAM/SAM, CMDB, ITSM, and procurement systems, delivering end-to-end visibility of asset lifecycles and strengthening procurement governance. • Monitored and optimized Field Service Operations metrics, driving continuous improvement in service delivery, technician productivity, and SLA adherence through detailed dashboards and analytics. • Streamlined SPM and ITBM workflows to improve project delivery efficiency, strengthen portfolio governance, and align investments with organizational strategy and business goals. • Implemented Customer Service Management solutions, centralizing customer interactions, automating case management, and enhancing overall customer satisfaction and retention. • Designed secure and scalable REST API integrations, incorporating authentication, performance optimization, and error handling best practices to support complex data exchanges and enterprise