• Support ITSM projects by building catalog items, designing workflows, and refining Incident, Problem, and Change Management processes in ServiceNow.• Organize meetings with stakeholders to gather detailed business requirements. • Participate in daily standup meetings with the scrum team.• Gather requirements to support ServiceNow ITSM modules.• Create detailed user stories, ensuring they meet the criteria for successful product delivery.• Manage user stories and scrum tasks using ServiceNow Agile 2.0 to align sprints with stakeholder priorities.• Partner with developers and product owners to evaluate requirement changes, ensuring alignment with design objectives and ITSM best practices.• Collaborated with the development team to ensure requirements are met.• Support end users during UAT and drive bug fixes.• Support data imports and integration within ServiceNow.• Collaborate with the Quality Assurance team to ensure successful testing before deployment. • Design dashboards and reports to support strategic decision-making and enhance service delivery.• Design test scenarios based on business requirements and functional specifications to ensure effective solutions.• Configure ServiceNow modules to meet business requirements, including catalog items, forms, reports, and dashboards. • Collaborate with the development team to build catalog items that require no coding, streamlining the implementation process.• Help improve processes by ensuring project deliverables matched business needs, boosting efficiency.

• Supported ITSM projects, including developing Incident, Problem, and Change Management processes within the ServiceNow platform.• Organized workshops with stakeholders to gather requirements and participated in daily standup meetings with the Scrum team.• Gathered and documented requirements for ServiceNow modules• Collaborated with IT and business stakeholders to implement ITSM processes using ServiceNow.• Acted as a liaison between stakeholders and developers to ensure clear communication and successful implementation. • Documented requirements as user stories and acceptance criteria using ServiceNow Agile 2.0, ensuring clarity and alignment with business objectives.• Collaborated with the development team to ensure requirements are met.• Used agile methodologies to manage tasks and user stories within ServiceNow.• Participated in agile software development practices and ceremonies. • Created and managed backlogs to optimize sprint planning, ensuring timely delivery of enhancements and solutions.• Built dashboards and reports in ServiceNow to provide actionable insights for decision-making.• Collaborated with the development team to build catalog items that require no coding, streamlining the implementation process.• Collaborated with business and process stakeholders to design workflows and solutions that enhanced operational efficiency.

• Documented requirements as user stories and acceptance criteria.• Organized workshops with stakeholders to gather requirements and participated in daily standup meetings with the Scrum team.• Organized meetings with stakeholders to gather detailed business requirements. • Participated in daily standup meetings with the scrum team.• Created user stories and worked closely with stakeholders to ensure products aligned with the business needs and objectives.• Optimized backlog management, ensuring timely sprint delivery and enhanced team productivity• Support end users during UAT and drive bug fixes.• Managed sign-in procedures and ensured accurate documentation.• Provided excellent customer service, handling inquiries and maintaining positive interactions with staff and students. • Responded professionally to diverse situations, demonstrating adaptability and problem-solving skills.