Duties and Responsibilities:Designed and optimised service management solutions within the ServiceNow platform, ensuring alignment with business objectives and enhancing customer experience.Translated complex business requirements into scalable, automated ServiceNow solutions in collaboration with global departments.Oversaw the creation, testing, and implementation of Service Management and Service Integration solutions in ServiceNow and conducted training sessions on newly established procedures.Facilitated backlog refinement, and engaged in Scrum activities to maintain project momentum.Coordinated as Major Incident Commander to swiftly resolve critical issues, minimising system downtime.Innovated service delivery through automation and continuous improvement strategies.Recognised as a top 25% performer in 2023 for exceptional contributions to the company.Successfully onboarded new service management processes and trained staff, ensuring seamless integration and knowledge transfer.Facilitated a strategic migration from ServiceNow to Jira Service Management, ensuring a smooth transition without disruption to organisational workflows.Pioneered automation opportunities that significantly advanced service delivery and operational efficiencies across departments.Maintained up-to-date documentation on requirements, workflows, and standard operating procedures, enhancing team performance and compliance.Led, analysed, and improved Change Management, Problem Management, and IT service delivery processes, driving operational efficiency.Spearheaded Knowledge Management initiatives, fostering a culture of information sharing and resource accessibility.