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With deep expertise across a wide range of ServiceNow modules, I deliver scalable, innovative solutions that streamline processes and improve user experience
SQL
FSM
C++
IRM
Jira
Banking
CSDM
CMDB
Data Analysis
Microsoft Access
Scrum
Azure DevOps
Global Incident Management Optimization
- Consolidated and optimized incident management processes across multiple regions, ensuring adherence to global SLAs while supporting localized needs. Implementing automation and AI-driven suggestions to reduce response times.
Multi-Department Change Management Integration
- Centralized change management processes for IT, facilities, and HR, ensuring coordinated change schedules, impact analysis, and reducing service downtime with a shared CAB across departments.
Incident Prediction and Automation
- Implemented predictive AI models to automatically detect recurring incidents and predict potential issues before they escalate, reducing overall incident volume and resolution times.
Multi-Cloud Infrastructure Monitoring
- Implemented ITOM to monitor, manage, and automate incident detection and resolution across AWS, Azure, and GCP environments, enabling a unified view and real-time performance analysis.
Event Management Integration with AIOps
- Integrated event management with AI-powered analytics (AIOps) to automate root cause analysis and incident creation based on event patterns, reducing human intervention and response times.
Automated Network Discovery and Mapping
- Used ITOM Discovery to map out the network, including on-premises and cloud assets, and integrating with CMDB for real-time dependency visualization and automated updates when network changes occur.
Global HR Case Management System
- Implement a unified HR case management system across multiple regions to standardize HR services, including onboarding, offboarding, and employee relations, while maintaining regional compliance and HR policies.
Employee Self-Service Portal
- Deployed a self-service portal integrated with HRSD to allow employees to initiate HR requests, track status, and access HR knowledge bases, reducing HR’s manual workload and increasing employee satisfaction.
HR Service Catalog Automation
- Created an automated service catalog for common HR services (e.g., leave requests, payroll inquiries), integrating with workflows that automatically assign tasks to relevant HR teams based on the type of request.