Designed, configured, and implemented core ITSM applications, including Incident, Problem, Change, and Request Management, ensuring alignment with ITIL best practices.Developed and enhanced Service Catalog items and Request Management processes, creating intuitive and user-friendly self-service portals for end-users.Integrated ServiceNow with third-party applications using REST and SOAP APIs, streamlining data exchange and improving system interoperability. Created real-time dashboards, reports, and performance analytics to track key metrics and support data-driven decision-making.User Training and Documentation: Facilitated training sessions and developed detailed documentation for end-users and administrators to promote self-sufficiency and ensure successful adoption of new functionalities.Successfully led a project to automate Change Management workflows, reducing approval cycle times by 40%.