• Enhancement and Configuring of Different ServiceNow Module (ITSM, ITOM, ITBM/SPM, CSM, ITAM, HRSD, CMDB, SecOps)• Revamped of service Catalog. • Lead the integration of ServiceNow with HR systems, optimizing processes for improved HR service delivery. • Produce insightful reports and dashboards for process improvement, establish acceptance criteria for stakeholders, and conduct UAT testing sessions to drive user adoption. • Collaborate closely with developers, contributing to design choices align with business needs, and facilitating ServiceNow version upgrade. • Translate business requirements into technical specifications using JIRA and create Visio workflow diagrams for development staff reference. • Perform requirements traceability throughout project lifecycle to validate that product meets approved requirements. • Create and maintain ServiceNow reports, dashboards, and workflows to support business operations.

• Analyzed business requirements and designed effective solutions using the ServiceNow platform. • Developed and maintained documentation of ServiceNow workflows, reports, and dashboards. • Collaborated with cross-functional teams to define project requirements and deliverables, ensure successful project outcomes, see that solutions met business requirements and delivered exceptional customer service. • Managed ServiceNow releases and upgrades • Provided end-user training and support. • Performed Functional Testing and regression testing to ensure that requirement is met. • Conducted and managed ServiceNow instance upgrades, ensuring smooth transitions and minimal disruption to operations, resulting in enhanced platform performance and stability.• Worked on a ServiceNow Virtual Agent project – service management, HR service delivery, customer service management, virtual agent design, multi-language support, conversational analytic, conversational IVR• Analyzed business problems, design, and document solutions up front with technical and creative teams.

• Epic Ambulatory and Order Transmittal build• Participated in planning, execution and configuration of Epic modules, software implementation and upgrades.• Provided ongoing support to end users, monitored system performance and worked with technical team to resolve issues.• Created and maintained healthcare user guides, training materials and system documentation.• Ensure Epic system is compliant with healthcare regulations such as Health Insurance Portability and Accountability Act (HIPAA), Healthcare Information Technology (HIT), Computerized Physician Order Entry (CPOE).