Devrim Esmer Email & Phone Number

Nashville, Tn, Us

• Collaborated closely with cross-functional teams to implement solutions and ensure seamless integration with business processes, leveraging ServiceNow’s ITSM modules, including Incident, Problem, Change, Service Catalog, and HR Portal while also configuring and maintaining SLAs to establish service targets and monitor performance.• Managed system upgrades, patches, and new release updates to align with organizational requirements and security standards. Utilized (ATF) to create a streamlined testing process following new releases, ensuring platform functionality and stability. Customization efforts include fine-tuning tables, fields, business rules, UI policies, workflows, and Access Control Lists (ACLs). • Created, optimized and maintained Service Catalog, record producers and workflows • Implemented Business Rules using GlideRecord operations to automate incident assignment based on priority levels. By leveraging GlideRecord queries, I ensured that high-priority incidents were automatically assigned to the appropriate support groups,• Created impact notifications and SMS alerts for critical problems. This involved crafting a business rule to generate event registry entries, which in turn triggered email notifications containing pertinent problem ticket information to distribution groups. SMS tracking was send to higher management especially VPs via Flow Designer. • Successfully integrated ServiceNow with Microsoft Teams for streamlined approval processes, utilized Intune to update hardware information within ServiceNow, and integrated Atlassian Jira to seamlessly create incidents in ServiceNow• Developed scheduled report scripts to automatically identify and close outstanding tasks• Collaborated on a third-party AI chatbot (Virtual Agent) workflow with the ServiceNow platform. Led the configuration and customization efforts to integrate the chatbot• Experience with ServiceNow integration using LDAP, MS Active Directory, SSO and web services integrations

Master'S Degree, Business Administration

Bachelor'S Degree, Computer Science