- Led the successful implementation of ITSM and TNI modules, resulting in improved service management and network inventory accuracy.- Reduced incident resolution times by 25% through the implementation of automated workflows and efficient incident management practices.- Developed and customized ITSM modules such as Incident Management, Problem Management, Change Management, and Service Catalog.- Developed and customized TNI modules to accurately track and manage telecommunications network assets and configurations.- Created and maintained detailed technical documentation for TNI processes and configurations.

- Successfully migrated ITSM services from legacy systems to ServiceNow, ensuring minimal disruption and improved service delivery.- Implemented automated workflows that reduced incident resolution times by 30%.- Enhanced testing efficiency by 40% through the implementation of the Automated Test Framework.- Designed and built custom forms, workflows, business rules, and UI policies to meet business requirements.- Conducted training sessions on ServiceNow and ATF best practices, increasing team proficiency and collaboration.