Serving as the sole ServiceNow expert and de facto Platform Owner at Success Academy Charter Schools — a network of 50+ charter schools across New York City. I architect, develop, and manage the full ServiceNow platform ed-to-end, operating across all ITSM functions with zero dedicated team support.

Key Impact:

• Sole owner of the entire ServiceNow platfrm, supporting 3,000+ staff across 50+ schools

• Implemented AI-driven automation including Virtual Agent, Predictive Intelligence, and AI Search — reducing manual ticket handling by an estimated 40%

• Designed and deployed intelligent workflows that cut average incident resolution time significantly

• Built and maintained integrations connecting ServiceNow to enterprise systems, eliminating manual data handoffs

• Delivered custom dashoards and reporting for IT leadership, improving visibility across all service operations

• Drove platform strategy, roadmap, and governance as a one-person team — fulfilling the rle of Architect, Developer, Admin, and Platform Owner simultaneously

Tech: ServiceNow (ITSM, Flow Designer, IntegrationHub, Virtual Agent, Predictive Intelligence, AI Search, Service Portal, CMDB), JavaScript, REST APIs, AWS

Sr. ServiceNow AI & Automation Architect at Silicon Valley Bank (SVB) — driving enterprise-wide AI transformation and intelligent workflow automation across the ServiceNow platform.

Key Contributions:

Generative AI & Agentic Workflows — Architected AI Agents and agentic workflows autonomously handling multi-step service delivery with minimal human intervention.

Flow Designer Automation — Designed complex automations to streamline ITSM, HR, and asset management, eliminating manual handoffs.

Workday Integration — Led end-to-end ServiceNow↔Workday integration automating employee lifecycle events: onboarding, offboarding, role changes, and HR data sync.

Jamf & Hardware Asset Management — Integrated Jamf for automated hardware asset discovery; supported full HAM module implementation for real-time device inventory and compliance.

HR Service Management (HRSM) — Supported HRSD module implementation including case workflows, employee service portal, and automated request routing.

ServiceNow Discovery — Implemented Discovery model for automated IT infrastructure mapping, improving CMDB accuracy and reducing manual inventory efforts.

Attachment & Document Intelligence — Built advanced attachment capabilities enabling intelligent document handling and AI-assisted data extraction.

ServiceNow & Tableau Integration — Engineered integration enabling automated ServiceNow workflow triggers driven by Tableau analytics reports.

Tech: ServiceNow (ITSM, HRSM, HAM, Flow Designer, IntegrationHub, Virtual Agent, AI Search, Discovery, CMDB), Workday, Jamf, Tableau, REST APIs

Our team was assigned to develop a custom solution for a JFC client within the Customer Service Management (CSM) application. We automated data flow processes and implemented a customized case management system. Additionally, we developed a CSM dashboard, configured special handling notes, and updated the CSM Service Portal. Our efforts extended to enhancing knowledge management, configuring email notifications and scripts, and implementing Access Control Lists (ACLs). Throughout the development and implementation phases, we strictly adhered to industry standards and best practices. Our responsibilities included creating and updating service catalog items, catalog categories, record producers, workflows, and approval processes. We also configured new choice options and custom SLAs for quality-related requests, uploaded asset data into ServiceNow using data sources and transform maps, and resolved BAU (business-as-usual) tickets.

Moreover, we were tasked with scheduling reports based on specific requirements, setting up new email notifications, notification scripts, templates, and events, as well as configuring inbound email actions for automated requests. The project was successfully executed within an Agile/Scrum environment, with a strong emphasis on optimizing CSM functionality.

The project encompasses a range of roles and responsibilities, including working with UI Policies and UI Actions, creating and assigning new users and groups with appropriate roles, and raising tickets via record producers with full access to all tickets in the portal. The team is skilled in implementing new features through Business Rules, Client Scripts, UI Policies, Email Scripts, and UI Actions. They have extensive experience in data mapping, bulk data imports and updates, managing update sets, and overseeing multiple instances.

The team has worked on key modules such as Incident, Problem, and Change Management, configuring notifications within Incident Management to automatically send emails to responsible parties at various stages. They have developed numerous custom applications along with the associated Business Rules, Client Scripts, UI Policies, and Data Policies. Additionally, they have worked on Catalog Items, incorporating workflows, business rules, UI Pages, and UI Actions.

Day-to-day administration of ServiceNow is also a core responsibility, managing the Development, Test, and Production environments to maintain business services and configuration item relationships within the platform. The project is carried out using Agile/Scrum methodologies and ITSM best practices.

The project focused on overseeing various initiatives with moderate to high risk and complexity, supporting project coordination, planning, and monitoring efforts. This involved gathering requirements, maintaining communication with stakeholders, and ensuring alignment with project goals. The role required deep expertise in processes, updating project information, and identifying potential obstacles to prevent delays. The project manager collaborated closely with subject matter experts (SMEs), team leads, managers, and project/delivery managers to finalize solutions and provide accurate estimates. The project was carried out in an Agile/Scrum environment using ServiceNow.