Providing advanced ServiceNow platform development support to a United States Military department, specializing in building scalable analytics solutions and improving data-driven decision-making.

• Designed and delivered interactive dashboards using Platform Analytics and UI Builder, leveraging Page Collections, viewports, and reusable components to create intuitive user experiences

• Developed and managed KPIs, indicators, and data sources to enable real-time performance tracking, trend analysis, and actionable insights

• Implemented dynamic filtering and client-state-driven logic to enhance dashboard interactivity and usability across multiple stakeholder groups

• Automated operational workflows using Flow Designer, executing scheduled data checks and scripted updates for records meeting complex conditions

• Enforced data security by configuring roles, user groups, and ACLs, ensuring proper access to sensitive and classified information

• Performed data validation and analysis using SQL, identifying discrepancies and improving overall data integrity

• Partnered with Product Owners and stakeholders to demonstrate and implement Predictive Intelligence, enabling machine learning-driven pattern recognition and field value prediction

Provided ServiceNow platform consulting and development services to clients across the Energy, Insurance, and Healthcare industries, delivering solutions across ITSM and Asset Management.

• Designed, implemented, and supported IT Service Management (ITSM) processes, including Incident, Change, and Problem Management, improving service delivery and operational efficiency

• Built and enhanced Hardware and Software Asset Management solutions to track lifecycle, usage, and compliance across enterprise environments

• Collaborated with clients and service owners to gather requirements, define access controls, and map end-to-end workflows, translating business needs into actionable user stories

• Validated and tested completed stories, ensuring alignment with requirements and coordinating with stakeholders prior to production deployment

• Developed and maintained Business Rules, Client Scripts, and Workflows (JavaScript) to automate processes, enforce data integrity, and restrict access to sensitive information

• Created automated workflows to streamline ticket creation, task assignment, and notifications, improving response times and user communication

• Implemented custom notification systems, including email alerts and scheduled updates, to keep stakeholders informed on request status and outcomes

• Documented client requirements, feedback, and implementation details, supporting internal reporting, knowledge sharing, and future development efforts

Trained as an IT Service Management (ITSM) and ITIL specialist, delivering ServiceNow platform consulting and development services across multiple client engagements in the Commercial, Energy, Insurance, and Telecommunications industries.

• Contributed to 5+ cross-functional projects with both onshore and offshore teams, gathering requirements, analyzing client needs, and translating them into scalable ServiceNow solutions

• Acted as a liaison between stakeholders and development teams, communicating progress, risks, and blockers to ensure timely delivery of project milestones

• Designed and implemented ITSM solutions (Incident, Change, Problem Management), improving service delivery and operational workflows

• Developed and customized ServiceNow Mobile applications to support Help Desk and IT Support teams, enhancing usability and adoption during system transitions

• Built portal pages and mobile applet launchers to present analytical data in both visual and numerical formats for improved performance tracking

• Customized user access and functionality across ITSM modules, ensuring appropriate visibility and actions for different roles and user groups

• Developed and maintained Business Rules, Client Scripts, Workflows, and Scheduled Jobs (JavaScript) to automate ticket creation, task assignment, and notifications

• Implemented automated communication systems, including custom email notifications and scheduled updates, improving transparency and user engagement

• Led training sessions and seminars for client IT teams, providing end-to-end walkthroughs of system functionality, workflows, and both front-end and back-end capabilities to drive successful adoption

Collected and managed data regarding SnapChat filter impressions, conversion, and shared views.

Created analytic reports for clients depicting daily progression of views, conversion ratios, cost

per view, and forecasted views.

Provided guidance and weekly updates regarding company activities and progress.

Inspected and tested incoming products/store inventory (desktops and laptops), and record symptoms.

Addressed software problems with the appropriate recovery media while sending hardware issues to

technicians for parts orders and replacements.

Conducted quality assurance testing of serviced products.

Completed service order paperwork and box products for shipping.