Open to opportunities

Zohra Marcus

@zohramarcus

Message

I lead ServiceNow ITSM transformations, governance, integrations, and AI-enabled enterprise platform delivery.

United States

Message

What I'm looking for

I'm looking to lead enterprise platform and ITSM transformation where I can own strategy through delivery, build strong governance and teams, and bring AI-enabled capabilities into production for measurable operational outcomes.

At KPMG, I lead ITSM delivery for an enterprise ServiceNow modernization, owning six modules, major integrations, roadmap execution, and go-live readiness. I redesigned incident workflows and notification frameworks, achieving 87% initial assignment accuracy and reducing active notifications by 66%.

Previously, I owned Knowledge Management and Virtual Agent products supporting 60,000 users across 10 departments, leading a team of seven. I brought LLM, NLU, and AI-driven search capabilities into production, improved user satisfaction by 25%, and established governance that streamlined knowledge operations.

Across KPMG and FEMA, I've led healthcare compliance, federal program operations, budgets, governance, and cross-functional teams. I build practical operating models, unblock delivery, and help organizations turn complex platform change into measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Product Manager – ITSM

Current

KPMG LLC

Jan 2025 - Present (1 year 7 months)

Leading the ITSM workstream of an enterprise-wide ServiceNow platform modernization initiative, with end-to-end ownership across Incident, Major Incident, Problem, Change, Release (DPR), and Walk-up Experience modules ahead of a planned enterprise go-live. Directed strategy and delivery across six major system integrations, aligning engineering, product, and PO teams to migrate each from legacy to