As a Digital Strategy & Research Intern, I contributed to four key projects focused on website development, digital strategy, nonprofit tech trends, and AI-driven marketing. My responsibilities included:

Project A – Website Audit & Optimization: Conducted a full review of the organization's website, identifying improvements in structure, content, visual design, and SEO to enhance performance and user engagement.

Project B – Website Redesign using WordPress & Elementor: Gained hands-on experience in website building by selecting templates, redesigning service pages, and improving content clarity and alignment with organizational goals.

Project C – Digital Adoption in Nonprofits: Researched trends and challenges in digital adoption among U.S. nonprofits, creating reports that informed internal strategy.

Project D – AI in Social Media Marketing: Investigated how AI tools are transforming content creation, ad targeting, and user engagement on social media platforms.

Collaborated closely with supervisors and mentors to meet objectives, deliver insights, and gain exposure to real-world applications of digital strategy and research.

• Led end-to-end ServiceNow solution design and implementation initiatives.

• Provided technical leadership for platform enhancements and automation strategy.

• Managed enterprise Change Management lifecycle and risk assessment workflows.

• Designed scalable integration architecture using REST APIs and MID Servers.

• Ensured compliance with security standards, ACL governance, and platform policies.

• Oversaw release management, update set strategy, and production deployments.

• Collaborated with cross-functional global teams for platform optimization.

• Drove automation initiatives to improve operational efficiency and reduce manual effort.

Designed and implemented complex workflows and Flow Designer automations.

• Developed Script Includes, advanced Business Rules, and integration scripts.

• Led ServiceNow module enhancements across ITSM, CMDB, and Change Management.

• Implemented REST/SOAP integrations with third-party enterprise systems.

• Improved CMDB data quality through normalization and governance practices.

• Automated incident routing, approval processes, and request fulfillment workflows.

• Performed performance tuning and optimized server-side scripting.

• Coordinated with business stakeholders for requirement gathering and solution design.

• Mentored junior developers and reviewed code for best practices.

• Supported ServiceNow ITSM modules including Incident, Problem, Change, and Service Catalog.

• Configured Business Rules, Client Scripts, UI Policies, UI Actions, and basic workflows.

• Assisted in CMDB data maintenance, CI updates, and relationship mapping.

• Worked on Service Catalog item creation and request workflow configuration.

• Supported user access management, role assignments, and ACL configurations.

• Participated in defect fixing, troubleshooting, and performance issue resolution.

• Assisted in update set migrations and deployment activities across environments.

• Collaborated with infrastructure teams for issue resolution and SLA adherence.