Open to opportunities

Zain Malik

@zainmalik10

Message

ServiceNow Architect at Semaphore designing CSDM-governed CMDBs and Agentic AI service workflows.

United States

Message

At Semaphore, I serve as a lead ServiceNow Architect and technical advisor across enterprise client engagements. I design solutions from requirements through delivery, including CMDB structures governed by CSDM 4.x.

I lead the design and rollout of Agentic AI and Now Assist capabilities across ITSM and CSM workflows. I’ve also designed Virtual Agent experiences and integrations that automate service processes across enterprise systems.

Before Semaphore, I delivered ServiceNow solutions at Infocenter, Crest Software Inc, and Winklix, progressing from platform administration into development and architecture. My work has included ITOM Discovery, Service Mapping, platform governance, and ITSM solutions.

Experience

Work history, roles, and key accomplishments

Current

Consultant ServiceNow Architect

Current

Semaphore

Sep 2023 - Present (3 years 1 month)

Lead ServiceNow Architect and technical advisor across ITSM, ITOM, ITAM, HRSD, CSM, and CMDB engagements for federal and commercial clients. Architect and govern enterprise CMDB structures aligned to CSDM 4.x, lead design and rollout of Agentic AI and Now Assist capabilities, and design technical solutions and integration architectures.

ServiceNow ITSM ITOM ITAM HRSD CSM CMDB CSDM 5.0 Flow Designer ServiceNow Integration Hub Virtual Agent Now Assist Agentic AI REST SOAP MID Server Azure AD Okta Jira SAP Splunk

Senior ServiceNow Developer

Infocenter

Nov 2019 - Aug 2023 (3 years 9 months)

Delivered enterprise ITSM and Service Catalog solutions supporting complex service management requirements across multiple business units. Implemented Strategic Portfolio Management (SPM) capabilities, designed reusable Business Rule frameworks, and led ITOM Discovery tuning and CMDB health initiatives.

ServiceNow ITSM Service Catalog SPM Business Rules Script Includes UIBuilder Service Portal Agent Workspace ITOM Discovery Service Mapping CMDB ATF Virtual Agent Predictive Intelligence

ServiceNow Developer

Crest Software Inc

Jul 2016 - Oct 2019 (3 years 3 months)

Built custom ServiceNow applications, workflows, and integrations supporting diverse enterprise business requirements. Developed platform customizations using JavaScript, Glide API, Client Scripts, UI Policies, Business Rules, and workflow automation.

ServiceNow JavaScript ServiceNow Glide API Client Script UI Policies Business Rules Workflow Automation REST SOAP MID Server CMDB Discovery

ServiceNow Administrator

Winklix

Oct 2013 - Jun 2016 (2 years 8 months)

Supported enterprise ITSM platform operations across Incident, Problem, Change, and Request Management processes. Managed user roles, ACLs, update sets, and instance upgrade activities to support platform security and stability.