Lead the design and implementation of complex ServiceNow solutions, ensuring alignment with strategic business goals. Oversee technical architecture, providing expert guidance to development teams. Perform platform upgrades, minimizing disruption and maximizing new features. Implement HR Service Delivery applications, configure HR Agent Workspace, and leverage Issue Auto Resolution. Configure Employee Center Pro and Virtual Agent, integrate with systems like Workday and Solar Winds and implement Event Management with connectors. Configure the CSM Portal, develop advanced catalog items, and re-implement Change Management with the latest features. Work with ITOM applications, implement Incident Workbench and Major Incident Management. Develop ATF Test Suites and configure GRC entity types using ServiceNow IRM. Configure ServiceNow Discovery, extend OOTB Patterns and maintain CMDB health. Improve ServiceNow Health Assessment scores and administer Software Asset Management.

I manage Discovery operational issues and schedules for IP-based and cloud-based discoveries (AWS, Azure, GCP). With expertise in the CSDM Framework, I have aligned the CMDB, configuring lifecycle stages and states for all CMDB classes. I maintain the CMDB Health Dashboard to track KPIs. I have developed various Automated Test Framework (ATF) tests, including custom advanced steps for automation. I work on IT Operations Management (ITOM) applications such as Discovery, Orchestration, and Event Management, setting up alert rules, normalizing events, and creating incidents from meaningful data. I also implemented Vendor Risk Assessment using the IRM application in ServiceNow. I streamlined Project Portfolio Management (PPM) by combining applications into the Project Portfolio Suite (PPS) and created a PPM solution for tracking project progress and generating multi-project reports. I manage annual ServiceNow upgrades, with the recent instance upgrade to the San Diego version. My role involves implementing Software Asset Management (SAM) to manage software licenses, including creating a SAM Dashboard for asset status and tracking. I handle data migration and integration into the enterprise CMDB, balancing Discovery schedules, and managing CI imports and data sources.I set up SAML 2.0 for Single Sign-On, integrated with IDM for user management, and linked with the Control Up Monitoring tool for high-priority incident alerts. Collaborating with process owners, I translate business requirements into functional designs, propose CSI and business solutions, and document changes. My tasks include creating Business Rules, Client Scripts, UI Policies, UI Actions, and designing service catalog workflows.

Developed and supported the team responsible for implementing and administering the ServiceNow installation, managing system configurations, and gathering and documenting user requirements. Designed reusable workflows and implemented customizations, including Client Scripts, UI policies, UI Actions, Script Includes, and Business Rules. Developed Snow and Slack integration and configured Service Catalogs, Email Notifications, Data imports and exports, and Reports. I worked on CMDB and asset management, performing data migration from other applications and external databases. Utilized JavaScript, HTML, and CSS in Business Rules, Client Scripts, UI Policies, and UI Actions to automate and audit business processes. Managed access control, security, minor enhancements, and UAT/Regression testing. Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules. Participated in daily Scrum meetings, sprint planning, review, and retrospective meetings. Coordinated ServiceNow upgrades and service packs, developing system integrations and process automation.

I designed and developed applications using HTML, CSS, and JavaScript, creating custom JavaScript and CSS for a user-friendly interface. Utilized jQuery to generate API documentation and deployed applications on the Bundled WebLogic server. Enhanced existing applications using AngularJS, creating a dynamic, role-based HTML navigation menu. Handled day-to-day JIRA issues involving data inconsistencies. Developed applications using the Struts Framework, leveraging MVC architecture. Designed systems based on UML concepts, including data flow, class, sequence, and state diagrams.