• Defined business requirements with user groups, resulting in a 25% improvement in order management efficiency through custom applications and workflows.• Advised clients on workflow adjustments, boosting process efficiency by 20%, and configured core settings and UI customizations, enhancing usability by 30%.• Designed and documented workflows for Incident, Change, Service Requests, and SLAs, reducing manual process time by 40% and increasing compliance accuracy by… Show more • Defined business requirements with user groups, resulting in a 25% improvement in order management efficiency through custom applications and workflows.• Advised clients on workflow adjustments, boosting process efficiency by 20%, and configured core settings and UI customizations, enhancing usability by 30%.• Designed and documented workflows for Incident, Change, Service Requests, and SLAs, reducing manual process time by 40% and increasing compliance accuracy by 25%.• Coordinated with stakeholders and offshore teams, resolving 90% of issues within set SLAs, and improved system performance monitoring with diagnostics that reduced downtime by 15%.• Automated complex tasks and integrated external applications using ServiceNow Orchestration, including Amazon EC2 provisioning, achieving a 35% increase in task speed and reliability.• Implemented key ServiceNow modules (Incident, Problem, CMDB) with LDAP/AD integrations, reducing data issues by 30% and enhancing system accuracy by 20%.• Developed reports and dashboards, enabling a 25% improvement in data-driven decision-making, and established RTO and RPO for critical services, ensuring 98% business continuity readiness. Show less

• Integrated CMDB with BMC Helix (Discovery). Data discrepancies were reduced by 30%, guaranteeing a more comprehensive and integrated IT environment.• Developed and deployed an IT Asset Management (ITAM) Framework, enhancing asset tracking, lifecycle management, and cost control by 90%. Oversaw end-to-end configuration activities, ensuring all Configuration Items (CIs) were effectively controlled and verified. • Customized and migrated update sets to production with a 95% success rate,… Show more • Integrated CMDB with BMC Helix (Discovery). Data discrepancies were reduced by 30%, guaranteeing a more comprehensive and integrated IT environment.• Developed and deployed an IT Asset Management (ITAM) Framework, enhancing asset tracking, lifecycle management, and cost control by 90%. Oversaw end-to-end configuration activities, ensuring all Configuration Items (CIs) were effectively controlled and verified. • Customized and migrated update sets to production with a 95% success rate, improving efficiency by 90%, accuracy by 85%, and system functionality by 80% through UI actions, policies, ACLs, Record Producers, Notifications, reports, Workflows, and Service Catalogues.• Orchestrated end-to-end change management processes in ServiceNow, encompassing request submission, assessment, approval, implementation, and post-implementation review through CAB, which resulted in a 25% boost in the Change life cycle.• Played a vital role as a developer in three major ServiceNow upgrades (Quebec, Rome, Sandiego), showcasing proficiency in version migrations and platform enhancements• Implemented seamless integration between Microsoft System Center Configuration Manager (SCCM) and ServiceNow using SCCM Service Graph Connector, achieving a 30% reduction in data synchronization time. The initiative led to a 20% improvement in IT asset management accuracy and a 15% increase in operational efficiency. Show less