ServiceNow Architect - ITSM/IRM Expert with 12+ yrs experience

Syeda Madeeha Mukhtar

**************@*****.***/832-***-****

Current Location: USA, LinkedIn

Professional Summary

• Over 12 years of IT industry experience, including 10+ years of deep specialization in ServiceNow development, administration, and solution architecture across enterprise environments.

• Proven expertise in ITSM, ITOM, ITAM, CMDB, HRSD, SecOps, GRC, IRM, SPM, DevOps, CSM, and FSM, delivering end-to-end digital transformation solutions.

• Extensive hands-on experience across major ServiceNow releases, from Fuji to Utah, ensuring seamless platform upgrades, backward compatibility, and feature adoption.

• Designed and implemented comprehensive asset lifecycle management strategies, integrating HAM and SAM with ITSM to enhance compliance, visibility, and cost optimization.

• Automated key Software Asset Management (SAM) operations—license tracking, compliance reporting, and optimization—reducing manual workload and audit risks.

• Delivered full-cycle HRSD implementations, including Case Management, Knowledge Base, and Employee Service Center, improving employee experience and self-service adoption.

• Developed custom Service Portals and Workspaces using UI Builder, Service Portal, and Now Experience, ensuring responsive, branded, and intuitive user interfaces.

• Configured IRM (Integrated Risk Management) workflows for Policy & Compliance, Risk, and Audit Management, enabling proactive governance and streamlined audits.

• Delivered multiple ITOM enhancements—including Discovery, Event Management, and Service Mapping—optimizing service visibility and CMDB accuracy.

• Architected and implemented secure REST and SOAP API integrations across cloud, on- premises, and hybrid systems, ensuring real-time data exchange and operational consistency.

• Integrated GRC with SecOps, IRM, and external compliance platforms, enabling unified risk management, issue tracking, and evidence collection.

• Automated Incident, Problem, and Change workflows using Flow Designer and Workflow Editor, embedding IAM-based access controls for secure and efficient process execution.

• Designed and managed MID Server deployments, Service Maps, and Discovery Schedules for robust and secure integrations across distributed networks.

• Early adopter of ServiceNow Generative AI (GenAI) and Now Assist, implementing AI-driven capabilities for knowledge summarization, contextual search, and Virtual Agent improvement.

• Engineered custom business rules, client scripts, UI policies, and API integrations to enhance performance, enforce data integrity, and streamline user experience.

• Integrated ITAM with Finance, Procurement, and Discovery tools, providing unified visibility into asset utilization, ownership, and lifecycle.

• Designed and maintained Service Catalogs and multi-level approval workflows, simplifying IT and HR service delivery while enforcing governance standards.

• Led enterprise-level LDAP and SSO integrations, automating user provisioning, authentication, and dynamic role assignment for thousands of users.

• Implemented HRSD–Workday integrations for real-time employee data synchronization, automating key HR processes such as onboarding, benefits, and position changes.

• Integrated ITOM with monitoring platforms like SolarWinds, SCOM, and Dynatrace, centralizing event correlation and improving MTTR through proactive alerting.

• Built and maintained HIPAA-compliant integrations with third-party healthcare systems, applying encryption, tokenization, and audit logging to ensure regulatory adherence.

• Partnered with Identity and Access Management (IAM) teams to enforce secure synchronization between Active Directory, LDAP, and ServiceNow user records.

• Unified ITOM, ITAM, CMDB, and APM modules to deliver accurate dependency mapping, improve impact analysis, and enhance service reliability.

• Merged Agile and ITIL practices to optimize sprint planning, backlog grooming, and release cycles for multi-team ServiceNow projects.

• Integrated DevOps toolchains (Jenkins, GitHub, Azure DevOps) with ServiceNow to streamline CI/CD pipelines and ensure traceability from development to deployment.

• Designed AI-driven workflows for Knowledge and Case Management, using Virtual Agent and NLU models to automate responses and accelerate resolution.

• Delivered predictive and proactive service experiences using Virtual Agent, Predictive Intelligence, and Now Assist, minimizing downtime and improving customer satisfaction.

• Created real-time dashboards and reporting frameworks in Performance Analytics and IRM to monitor compliance, audit trails, and risk posture.

• Linked GRC and ITAM frameworks to automate policy enforcement at the asset level, strengthening compliance, governance, and security posture.

• Earned certifications including CSA, CAD, ITIL v4, and Agile Scrum Foundation, demonstrating commitment to ServiceNow excellence and continuous improvement. Certification

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF

(CMDB and CSDM))

Professional Experience

Sr. ServiceNow Architect

Blue Cross Blue Shield (Remote) September 2022 - Present

• Architected and implemented scalable, secure ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, GRC/IRM, SecOps, CSM, and SPM, aligning platform capabilities with business strategy.

• Developed technical designs, architecture documents, and implementation roadmaps for enterprise-wide deployments.

• Led complex integrations with Workday, SAP, Jira, and legacy systems using REST/SOAP, IntegrationHub, and secure authentication protocols.

• Established and enforced development standards, coding guidelines, and best practices to ensure platform consistency and maintainability.

• Defined target-state architecture, reusable patterns, and solution frameworks to drive platform scalability and efficiency.

• Mentored developers and administrators, providing technical guidance, code reviews, and quality assurance for customizations and workflows.

• Defined target-state architecture, reusable patterns, and solution frameworks to drive platform scalability and efficiency.

• Identified technical risks and implemented mitigation strategies to ensure reliable, high- performing solutions.

• Evaluated new ServiceNow features and releases, recommending adoption strategies and upgrade planning.

• Designed cross-module dashboards and analytics, consolidating performance, risk, and service data for executive decision-making.

• Implemented Security Incident Response (SIR), Threat Intelligence, and Vulnerability Response aligned with NIST and MITRE ATT&CK standards.

• Configured change impact tracking between GRC and CSM to identify and minimize customer disruptions caused by IT changes.

• Partnered with GRC and IAM teams to automate vulnerability detection and compliance scoring through ITAM and risk integrations.

• Streamlined CSM case management with automated creation, escalation, and SLA-based resolution workflows, reducing average case resolution time.

• Built centralized ITAM lifecycle dashboards to monitor procurement, deployment, and retirement processes, aligning with financial and compliance goals.

• Integrated HRSD with Knowledge Management and Service Portal, empowering employees to self-serve HR policies and requests, increasing adoption and satisfaction.

• Designed cross-module reporting across HRSD, ITSM, and AIOps to deliver unified insights into service health, employee satisfaction, and portfolio performance.

• Built secure REST integrations with Workday, SAP, and Jira using IntegrationHub and OAuth 2.0 for seamless enterprise data flow.

• Deployed self-service portals in CSM, providing customers with access to knowledge articles, case tracking, and service requests to reduce support workload.

• Integrated SOAP-based web services with legacy systems, developing reliable inbound/outbound data flows via Transform Maps and custom scripts.

• Automated IRM workflows for end-to-end risk identification, assessment, and treatment, improving visibility and audit readiness.

• Integrated ITSM with monitoring, communication, and project management tools, ensuring smooth workflow continuity across SPM and AIOps.

• Streamlined CSM prioritization by linking case severity with ITSM incident priority to ensure faster resolution of high-impact customer issues.

• Led cross-functional teams delivering ITOM, ITAM, CMDB, and FSO solutions, enforcing governance and ensuring adoption across business units.

• Integrated AI-powered Virtual Agents within CSM and HRSD, automating responses to routine requests and reducing service desk volume.

• Leveraged Performance Analytics to build dynamic dashboards for GRC and CSM, tracking incidents, risks, SLAs, and compliance KPIs.

• Enhanced HR service automation by integrating HRSD workflows with AI Ops and ITSM, improving turnaround time and service consistency.

• Designed and deployed multi-brand Service Portals using custom widgets, AngularJS, and catalog integrations, improving usability and engagement.

• Automated GRC compliance reports and audit tracking, reducing manual reporting cycles and improving audit turnaround time.

• Deployed Performance Analytics for HRSD to identify bottlenecks, monitor SLAs, and integrate with SPM dashboards for executive insights.

• Enhanced CSM experience by integrating Virtual Agent and Knowledge Management, improving first-contact resolution and customer satisfaction.

• Automated risk mitigation workflows in GRC, ensuring rapid assignment and closure of identified risks to minimize exposure.

• Integrated CSM with ITSM Change Management, giving customer service teams visibility into ongoing IT changes and reducing ticket escalations.

• Connected IRM with GRC and vulnerability management tools to centralize governance and strengthen enterprise risk posture.

• Configured and managed MID Servers for secure orchestration, discovery, and integration operations in hybrid environments.

• Automated real-time compliance and vulnerability checks within GRC, improving remediation timelines and reducing audit gaps.

• Configured HRSD onboarding/offboarding integrated with ITSM and PPM tasks, improving process consistency and SPM alignment.

• Developed multi-channel CSM integrations (email, chat, and social media) to enhance omnichannel engagement and accelerate resolution timelines. Sr. ServiceNow Developer/Administrator

Santander Bank Boston, MA(Remote)

October 2019 - August 2022

• Enhanced ITAM–CMDB integration using Discovery and Flow Designer, ensuring unified real- time visibility for IT, IAM, and compliance teams.

• Led ITOM and FSO configuration initiatives to proactively monitor IT infrastructure, reducing downtime and improving service reliability through automation and SME collaboration.

• Optimized ITAM and APM processes by automating software license tracking, renewals, and compliance workflows using Flow Designer.

• Developed automated decommissioning workflows for IT assets via Flow Designer, strengthening data security and compliance in FSO operations.

• Integrated CMDB with Jira, SCCM, and IAM systems to enhance configuration accuracy, access governance, and enterprise asset visibility.

• Built Performance Analytics dashboards for CMDB and FSO, providing actionable insights into CI health, asset utilization, and service quality.

• Improved CMDB data quality and governance standards to maintain accurate CI relationships supporting automation and impact analysis.

• Integrated ITOM with CMDB for automated discovery, dependency mapping, and impact analysis, increasing agility and FSO responsiveness.

• Streamlined incident and problem management workflows using CMDB-driven automation, reducing average resolution time by 30%.

• Configured LDAP integration and automated imports, aligning user lifecycle management with IAM governance.

• Implemented LDAP, SAML, and Azure AD authentication, simplifying IAM integration and reducing administrative overhead.

• Applied Service Mapping in collaboration with SMEs to define multi-tier dependencies, improving change planning and root cause analysis.

• Enhanced Virtual Agent with GenAI and custom Portal features, delivering intelligent, context- aware responses and improving user experience.

• Built RESTful integrations between ServiceNow and external business systems, improving data accuracy and service delivery alignment with FSO needs.

• Configured and customized FSM/FSO workflows for intelligent dispatching, parts management, and mobile agent enablement.

• Scheduled Transform Maps and LDAP imports with built-in reconciliation logic aligned with IAM policies to maintain data integrity.

• Integrated FSM with GIS and ERP systems via IntegrationHub, automating FSO operations such as inventory control and field delivery tracking.

• Developed custom analytics reports to track IT and asset utilization, enabling leadership to optimize cost and resource allocation.

• Led cross-functional delivery of ITOM, ITAM, CMDB, and FSO implementations, ensuring governance compliance and enterprise-wide adoption.

• Customized FSM workflows for preventive maintenance, asset lifecycle tracking, and mobile field service optimization.

• Designed automated change management workflows with Flow Designer, accelerating approvals and deployments across ITOM services.

• Delivered centralized lifecycle dashboards for ITAM and IAM, aligning spend optimization with procurement and retirement strategies.

ServiceNow Developer/Administrator

Pinterest San Francisco, CA

July 2015 - August 2019

• Implemented ITBM modules including Project Portfolio Management (PPM), Demand Management, and Resource Management, enabling strategic alignment of IT investments with business objectives.

• Leveraged ITOM Discovery to auto-map infrastructure assets and populate CMDB, integrating real-time configuration data with ITSM and AI Ops to improve incident triage and problem resolution accuracy.

• Deployed Performance Analytics for HRSD, identifying process bottlenecks, tracking SLAs, and delivering executive dashboards integrated with SPM and PPM portfolios for unified enterprise reporting.

• Designed and optimized cross-domain reporting across HRSD, ITSM, and AI Ops, providing leadership with a consolidated view of service trends, employee satisfaction, and operational performance aligned with investment strategies.

• Strengthened HAM/SAM governance by enforcing ITIL-aligned asset policies, automating compliance tracking, and improving visibility across global environments.

• Integrated ITSM with third-party monitoring, communication, and project management platforms, automating data synchronization and enabling seamless workflow continuity with SPM and AI Ops event correlation.

• Enhanced HRSD service request automation through custom integrations and AI Ops event triggers, accelerating case handling and improving consistency of employee support services.

• Configured HRSD onboarding and offboarding automation, integrated with ITSM and PPM tasks to streamline provisioning, enhance security, and align workforce processes with SPM portfolio outcomes.

• Delivered training and governance sessions for ITBM and PPM stakeholders, driving consistent adoption of CSDM standards, service-aware portfolio management, and data-driven decision- making practices.

• Optimized SOAP message handling in scripted transforms to enhance performance, reliability, and error recovery in integrations with HR, identity, and external portal systems.

• Deployed SAM Pro to normalize, reconcile, and optimize software license utilization, ensuring compliance and reducing cost across enterprise software portfolios.

• Piloted Generative AI (GenAI) in Knowledge Management and Agent Assist, leveraging AI- driven recommendations to automate Level 1 incident resolutions and improve service quality through AI Ops insights.

• Supported SSO integrations with LDAP directories via SAML 2.0 and Azure AD, providing secure, seamless authentication and improved user experiences across the Service Portal and enterprise systems.

Business Analyst

Snowflake March 2014 – June 2015

• Worked as a Business Analyst, gathering and documenting business requirements across ITSM, HR, and Finance process automation initiatives.

• Collaborated with stakeholders to analyze workflows, identify improvement areas, and translate them into functional specifications.

• Conducted requirement workshops and user interviews to define clear business needs and ensure alignment with project objectives.

• Prepared BRDs, FRDs, and process flow diagrams using tools like MS Visio and Excel to support development and testing teams.

• Coordinated with technical teams to enable integrations between enterprise systems through web services and data exchange methods.

• Assisted in test planning, UAT execution, and change management to validate solutions and ensure smooth deployment.

Education

• Masters in Mass Communication 03/12/2008

• Bachelors In Humanities 05/ 23/ 2002

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