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Zain Ahmed

@zainahmed6

Lead ServiceNow Solution Architect at Apexon Technologies, modernizing enterprise workflows with AI-powered ServiceNow solutions.

United States

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At Apexon Technologies, I lead ServiceNow architecture for digital transformation programs spanning ITSM, ITOM, HRSD, CSM, IRM, SecOps, FSM, and SPM. I architect integrations with Workday, SAP, Azure AD, Salesforce, and Jira.

I’m modernizing the platform with AI Search, Virtual Agent, Predictive Intelligence, and Now Assist. I also establish governance standards for security, CMDB strategy, development practices, and release management.

At Thirdera, I implemented ITSM, CSM, Knowledge Management, and Service Catalog solutions for enterprise clients. I designed Service Portal experiences and custom widgets to support self-service adoption.

Earlier, at Infocenter LLC and Crossfuze Solutions, I delivered ServiceNow implementations, developed custom applications and integration frameworks, and supported core ITSM processes. I hold ServiceNow CSA, CIS-ITSM, CIS-ITOM, CIS-HRSD, and CAD certifications, along with ITIL v4 Foundation and Certified Scrum Master certifications.

Experience

Work history, roles, and key accomplishments

Current

Lead ServiceNow Solution Architect

Current

Apexon Technologies

Mar 2024 - Present (2 years 8 months)

Lead enterprise ServiceNow architecture for concurrent digital transformation programs spanning ITSM, ITOM, HRSD, CSM, IRM, SecOps, FSM, and SPM. Architect and deliver integrations with Workday, SAP, Azure AD, Salesforce, and Jira, and drive platform modernization using AI Search, Virtual Agent, Predictive Intelligence, and Now Assist.

ServiceNow Consultant

Thirdera

Nov 2018 - Feb 2024 (5 years 3 months)

Implemented ITSM, CSM, Knowledge Management, and Service Catalog solutions for enterprise clients. Configured workflows, catalog items, approval processes, client scripts, UI policies, and reporting, and designed Service Portal experiences and custom widgets.

ServiceNow ITSM CSM Knowledge Management Service Catalog Workflow Configuration Service Portal Widgets Active Directory HR systems Collaboration Platforms Requirement Workshops Solution Design Testing User Training Pre Upgrade Assessments Release planning Governance

Senior ServiceNow Developer

Infocenter LLC

May 2016 - Oct 2018 (2 years 5 months)

Delivered enterprise ServiceNow implementations across ITSM, ITOM, HRSD, Discovery, and Service Mapping. Developed custom applications using App Engine, Service Portal, UI Builder, and Flow Designer, and built reusable integration frameworks using IntegrationHub, REST, SOAP, and MID Servers.

ServiceNow ITSM ITOM HRSD Discovery Service Mapping App Engine Service Portal UIBuilder Flow Designer ServiceNow Integration Hub REST SOAP Mid Servers CMDB Governance CI Reconciliation Automation ATF Agile

ServiceNow Developer / Administrator

Crossfuze Solutions

Jun 2012 - Apr 2016 (3 years 10 months)

Developed and administered core ITSM processes (Incident, Problem, Change, Request, Knowledge). Configured business rules, script includes, UI actions, client scripts, and workflow automation, and maintained user administration, role management, and security configurations.