• Led implementations across ITSM and CSM modules including Incident, Problem, Change, Case Management, and Service Catalog, improving service delivery efficiency and customer experience

• Implemented Now Assist capabilities across ITSM and CSM including record summarization, knowledge generation, and automated resolution notes, improving agent productivity

• Integrated Generative AI (GenAI) and LLM-driven capabilities within ServiceNow workflows to enable intelligent automation, contextual recommendations, and automated task execution

• Designed and delivered AI Agent and Virtual Agent solutions integrated with GenAI and LLM capabilities for conversational routing, proactive deflection, and knowledge-driven automation

• Designed and implemented agentic AI workflows and autonomous agents leveraging AI Agents and Flow Designer to orchestrate multi-step task execution across ITSM and CSM processes

• Built and optimized Flow Designer automations, migrating legacy workflows to modern flow-based orchestration for scalable enterprise service delivery

• Developed platform scripting solutions using Client Scripts, Script Includes, Business Rules, UI Policies, and Scheduled Jobs to support workflow automation and platform customization

• Configured IntegrationHub, REST/SOAP APIs, import sets, and transform maps enabling seamless enterprise system integrations and data exchange

• Enhanced Integration Hub spokes and scripted REST APIs enabling complex cross-platform integrations, including custom table handling

• Built AI-powered dashboards using UI Builder to visualize operational insights, service performance, and knowledge-driven analytics

• Managed platform security including ACLs, roles, and user criteria ensuring secure access and governance across domain-separated environments

• Collaborated with cross-functional teams to translate business requirements into scalable ServiceNow solutions across ITSM and customer service workflows

• Developed and maintained internal ServiceNow applications to automate IT workflows for the university IT department.

• Designed Service Catalog items and forms used by students and faculty, reducing service request response times by 30%.

• Integrated ServiceNow with campus systems using REST APIs, enabling seamless data exchange

• Conducted regular compliance reviews to ensure ITSM module configurations met university policies.

• Customized ITSM modules (Incident, Change, Request) and built an intuitive Service Portal to streamline employee interactions.

• Implemented Flow Designer, Script Includes, and UI Policies to enhance automation and reduce ticket handling time adhering to ITIL

standards and improving efficiency.

• Led ServiceNow integrations with third-party systems using REST APIs, JSON, and XML, ensuring smooth data exchange.

• Built Power BI dashboards for SLA tracking, enabling real-time performance insights for leadership.

• Configured Service Catalog items and automated request management workflows, increasing efficiency by 20%.

• Performed unit testing and smoke testing on custom applications, ensuring functionality and stability before deployment.

• Deployed Automated Test Framework (ATF) for critical workflows, reducing regression testing time by 60%.

• Authored Knowledge Articles, reducing ticket volume by empowering end-users with self-service.

• Installed and configured ServiceNow plugins to enhance platform capabilities and optimize performance.

• Managed change deployments in ServiceNow, following best practices to ensure smooth transitions and minimal disruptions.

• Administered ServiceNow, managing users, roles, ACLs, and groups to ensure secure access control.

• Handled incident management, RITMs, and service tickets, ensuring SLA compliance and providing timely resolutions.

• Performed Daily BAU (Business as Usual) activities, including system monitoring, troubleshooting, and assisting with

system configuration issues.