Syeda Z Zaidi

• Designed and deployed scalable solutions within ITSM and ITOM, enhancing incident and change management processes with automation and improved SLA tracking. • Led CMDB integrations with Discovery to maintain accurate asset inventories and streamline dependency mapping across the ITOM landscape. • Administered and supported daily operations of the ServiceNow platform, ensuring availability, performance, and data integrity. • Created and managed user roles, groups, and access controls to ensure secure and appropriate module-level permissions. • Experience customizing and configuring UI Builder and Workspace experiences to align with modern UX best practices and Next Experience UI standards. • Implemented Event Management to capture, filter, and correlate events from multiple monitoring tools into actionable alerts. • Designed modular interfaces using Service Builder, focusing on scalable configuration and component reuse across enterprise applications. • Implemented TPRM workflows within the GRC framework to assess vendor risk based on questionnaire responses, inherent risk scores, and external threat intelligence. • Developed automated onboarding processes for third-party entities, including document validation, risk tier assignment, and workflow initiation for due diligence reviews. • Defined and managed Access Control Rules (ACLs) across tables and fields to enforce secure, role-based access for sensitive data. • Customized complex page layouts in UI Builder, leveraging data resources and client state parameters to support dynamic rendering. • Applied component-based design principles to build reusable UI components across multiple applications in the Now Experience framework. • Implemented APM to provide a centralized view of all business applications, enabling data-driven decisions around investment, risk, and lifecycle. • Built and deployed Playbooks to standardize case handling across departments, enhancing visibility into task status and ownership in real time. • Developed custom HR case management workflows in ServiceNow HRSD to streamline employee onboarding and lifecycle events, improving SLA adherence by 25%. • Integrated third-party payroll and benefits platforms into HRSD using Integration Hub spokes, automating data exchange and reducing manual HR tasks. • Developed custom DevOps change acceleration pipelines using ServiceNow DevOps to reduce lead time from code commit to production deployment. • Supported change management lifecycle by implementing CAB workflows, blackout windows, and change approvals