ITSM Consultant

Introduction:

The candidate is a highly skilled ServiceNow Solution Architect with extensive experience in designing, developing, and managing global applications across various domains, including Customer Service Management (CSM), IT Service Management (ITSM), IT Asset Management (ITAM), and HR Service Management (HRSM). They have led large teams, driving transformation, delivery, and support excellence while ensuring adherence to architecture principles, integration standards, and release management policies. Their expertise includes implementing ServiceNow solutions, integrating with third-party tools such as AWS, and enabling Single Sign-On (SSO) using OKTA/CIAM. With a strong background in Agile methodologies, the candidate has successfully streamlined business processes, defined best practices, and facilitated end-user adoption through training and workshops. They have played a key role in performance analytics, reporting, and automation, leveraging tools like the Automated Test Framework to enhance testing efficiency. Their technical proficiency extends to JavaScript, HTML, CSS, and customizing ServiceNow portals to meet client requirements. Additionally, they have managed ServiceNow platform upgrades, conducted stakeholder engagement, and provided post-production support. Their ability to lead cross-functional teams, mentor professionals, and implement scalable solutions makes them a valuable asset for any organization looking to optimize ServiceNow capabilities.

Responsibilities:

• Led teams of engineers to drive transformation, delivery, and support excellence in ServiceNow platform implementations.
• Managed global applications for CSM, ITSM, ITAM, and HRSM across multiple countries.
• Designed and implemented ServiceNow solutions, ensuring alignment with architecture principles and integration standards.
• Integrated ServiceNow with third-party tools such as AWS and implemented OKTA/CIAM Single Sign-On (SSO).
• Defined and enforced policies and standards for architecture, integration, and release management.
• Conducted training sessions, workshops, and stakeholder engagement to drive end-user adoption.
• Developed and maintained ServiceNow catalog items, UI policies, and workflows to optimize business processes.
• Built custom ServiceNow portals using JavaScript, HTML, and CSS to enhance user experience.
• Created automated test frameworks to improve testing efficiency and reduce manual efforts.
• Led ServiceNow platform upgrade projects, ensuring smooth transitions with minimal downtime.
• Provided post-production support and troubleshooting for ServiceNow implementations.
• Developed performance analytics dashboards and reports for data-driven decision-making.
• Streamlined ITSM processes by implementing incident, change, and problem management workflows.
• Facilitated Agile methodologies for ServiceNow development, ensuring timely and high-quality deliverables.
• Managed ServiceNow clone and upgrade activities to maintain platform integrity and performance.
• Coordinated with internal and external stakeholders to ensure seamless implementation and process improvements.
• Designed end-to-end ServiceNow solutions for enterprise-level applications and business needs.