 Develop and Implement ServiceNow Solutions: Spearheaded the design, customization, and deployment of ServiceNow modules, focusing on ITSM, ITOM to streamline operations, automate workflows, and enhance service delivery across the organization.  Incident and Problem Management: Managed incident resolution processes within ServiceNow, ensuring timely resolution of critical issues, reducing downtime, and improving service-level agreement (SLA) Automate Workflows: Led the development and automation of various workflows within ServiceNow, reducing manual intervention and improving operational efficiency by up to 25%. Asset Management: Implemented IT Asset Management (ITAM) processes to track and manage the lifecycle of hardware and software assets, optimizing inventory control and ensuring compliance with licensing requirements. Operational Excellence in ITOM: Enhanced IT Operations Management (ITOM) capabilities by implementing event management, operational intelligence, and service mapping to monitor infrastructure health and proactively address issues. System Integrations: Integrated ServiceNow with various third-party systems such as monitoring tools (e.g., Zabbix, PRTG), communication platforms (e.g., Twilio, PagerDuty), and other IT systems to ensure seamless data exchange, automated incident creation, and enhanced system visibility. Cross-functional Collaboration: Worked closely with IT teams, business stakeholders, and external vendors to deliver integrated solutions that align with organizational goals and improve service management performance. Process Improvement and Optimization: Continuously reviewed and updated IT service management processes to ensure best practices and compliance with organizational standards, reducing incident resolution times and improving user satisfaction.