• Reduced user onboarding time by 30% by architecting 10+ enterprise-grade Flow Designer workflows and multi-stage subflows, recovering 15% of technician bandwidth.

• Engineered IntegrationHub spokes for LDAP and SQL Server synchronization using Script Includes and REST APIs, eliminating 40% of manual data entry and ensuring real-time bi-directional data accuracy across HR and IT systems.

• Designed and enforced platform governance via Business Rules, Data Policies, and role-based ACLs, reducing unauthorized access incidents and achieving full audit compliance across ITSM workflows.

• Built and maintained custom catalog items, variable sets, approval workflows, and Service Portal enhancements, boosting self-service adoption and delivering a 15% uplift in post-deployment user satisfaction scores.

• Collaborated with stakeholders and product owners in Agile/Scrum sprints to define requirements, prioritize backlog items, and deliver platform enhancements on schedule and within scope.

• Implemented advanced Client-Side Scripting, UI Policies, Transform Maps, and Business Rules to enforce data integrity and automate complex record-processing logic across Incident, Change, and Request Management.

• Accelerated release velocity by 50% through the architecture and execution of end-to-end ATF test suites and custom UI Steps for Service Portal widgets.

• Built bi-directional REST integrations with Okta and Datadog via Script Includes and IntegrationHub, achieving real-time monitoring sync and reducing identity provisioning time by 35%.

• Implemented multi-stage Flow Designer approval workflows for Change and Request Management, reducing manual approval cycle time by 25% and standardizing cross-team governance.

• Managed Scoped Applications end-to-end through the full SDLC—requirements, development, UAT, and production deployment—ensuring zero-defect go-lives and seamless stakeholder sign-off.

• Authored technical specifications, integration schemas, and test documentation, enabling accelerated onboarding and knowledge transfer for new developers joining the platform team.

• Partnered with ITSM stakeholders to redesign Incident and Change Management workflows, achieving a 10% reduction in Mean Time to Resolve (MTTR) and improving SLA attainment across the platform.

• Increased CMDB Health and Data Accuracy by 25% using automated reconciliation scripts and Discovery configuration to maintain CI integrity.

• Developed RESTful API integrations to synchronize ServiceNow with external CRM platforms, enabling real-time, bidirectional enterprise data exchange and eliminating manual data reconciliation.

• Supported quarterly platform upgrades (version management, regression testing, and stakeholder sign-off), ensuring zero business disruption and consistent platform stability across release cycles.

• Managed day-to-day ITSM operations across Incident, Problem, and Change Management, contributing to a 10% reduction in overall resolution time through workflow optimization and automation.

• Streamlined Service Catalog workflows using Flow Designer and catalog client scripts, reducing average ticket resolution time by 20% across HR and IT service lines.

• Created and maintained dynamic, user-friendly request forms using catalog client scripts, UI Policies, and variable sets, reducing incomplete submissions by 40% and increasing end-user adoption.

• Maintained platform health through performance monitoring, ACL reviews, scheduled job audits, and SLA configuration, ensuring ongoing compliance and platform stability.

• Documented comprehensive test cases and tracked defects in Jira within Agile sprints, reducing the defect re-open rate by 25% and improving sprint predictability.

• Supported administration of Business Rules, Script Includes, and UI Policies to enforce data integrity and streamline record-processing automation across the ITSM platform.