Asset Management Service

**********@*****.*** 510-***-**** Union City, California linkedin.com/in/mike-pasoon-06542b248 With over 10 years of hands-on experience as a Senior ServiceNow Developer, I've been instrumental in crafting and implementing cutting- edge ServiceNow solutions across diverse sectors, particularly within the healthcare domain. My expertise lies in intricately aligning advanced IT service management (ITSM) strategies with overarching organizational objectives.

Through close collaboration with stakeholders, I've adeptly translated multifaceted requirements into robust ServiceNow solutions, leveraging an extensive array of modules including HR Service Delivery (HRSD), Software Asset Management (SAM), Hardware Asset Management (HAM), IT Business Management (ITBM), IT Asset Management (ITAM), Integrated Risk Management (IRM), and Configuration Management Database (CMDB). This comprehensive approach has streamlined workflows, optimized processes, and propelled operational efficiency to new heights. At the forefront of establishing comprehensive service mapping for critical applications, I've consistently fostered agile incident response and resolution, thereby bolstering organizational agility and enhancing outcomes. As a trusted advisor, I've provided invaluable technical insights, guiding organizations towards ServiceNow best practices tailored to their specific industry landscapes.

My leadership in driving innovation has been marked by the identification and implementation of automation opportunities, resulting in streamlined workflows and enriched user experiences. Moreover, I've played a pivotal role in nurturing the growth of junior developers, cultivating their expertise within the dynamic IT environment. My technical proficiency extends across a broad spectrum, encompassing the successful implementation of ServiceNow Governance, Risk, and Compliance (GRC) modules, seamless integration of IT Operations Management (ITOM), Customer Service Management (CSM), Configuration Management Database (CMDB), Service Portfolio Management (SPM), and Common Service Data Model (CSDM).

Collaborating seamlessly with cross-functional teams, I've orchestrated flawless deployments and integrations that seamlessly align with organizational objectives.

In addition to the mentioned tools, I've also excelled in leveraging other essential components of the ServiceNow Platform, such as Service Catalog, Service Portal, Discovery, Event Management, Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Service Mapping, Application Portfolio Management, Project Portfolio Management, Demand Management, Resource Management, LDAP Integration, and SSO Integration. My unwavering commitment to excellence and innovation is ingrained in my professional ethos, as evidenced by my relentless pursuit of process refinement and solution optimization. With over 8 years of experience in the field, I bring a wealth of expertise and insight to every project, driving operational efficacy, technological advancement, and unparalleled excellence in IT service management.

ServiceNow Tools: ServiceNow Platform, ServiceNow ITSM, ServiceNow ITOM, ServiceNow ITBM, ServiceNow CMDB, ServiceNow Service Catalog, ServiceNow Service Portal, ServiceNow Discovery, ServiceNow Event Management, ServiceNow Incident Management, ServiceNow Problem Management, ServiceNow Change Management, ServiceNow Release Management, ServiceNow Configuration Management, ServiceNow Knowledge Management, ServiceNow Service Mapping, Space Management, ServiceNow Application Portfolio Management, ServiceNow Project Portfolio Management, ServiceNow Demand Management, ServiceNow Resource Management, ServiceNow LDAP Integration, ServiceNow SSO Integration

Languages: C, C++, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Languages: JavaScript, ServiceNow Scripting (Glide Record, Glide System, Glide Ajax, Glide UI, Glide User, Glide Workflow, Glide Date, Time, Glide Email, Glide Catalog, Glide Script), Jelly Script

Database: Oracle, MS Access, MS SQL Server, ServiceNow CMDB

Web Technologies: PHP, XML, HTML, Java, JavaScript, Excel VBA, PowerPoint VBA, VB Script, SSO, ServiceNow Service Portal Development

Operating Systems: UNIX, Linux, Windows

Packages: MS Office (Word, Access, Excel, Outlook, PowerPoint)

Methodologies: ITIL, Service Management, SDLC, Agile

Tools: ServiceNow Instance Management, ServiceNow Upgrade Management, ServiceNow Data Import/Export, ServiceNow Performance Analytics, ServiceNow Integration Hub, ServiceNow Orchestration, ServiceNow Security Operations SENIOR SERVICENOW SOFTWARE ENGINEER

SUMMARY

TECHNICAL SKILLS

SENIOR SERVICENOW SOFTWARE ENGINEER PERATON (RESTON, VA) JUNE 2024 – PRESENT

Led the integration of CMDB with ITSM and ITOM modules, automating IT asset management and enhancing service automation, significantly improving operational efficiency and incident resolution.

Designed and developed custom ServiceNow modules, workflows, and catalog requests to meet specific business needs, optimizing service delivery.

Used SAM Pro's compliance dashboards to monitor software usage, non-compliance risks, and renewal timelines, driving proactive license management.

Utilized modern JavaScript frameworks (Angular, Backbone, jQuery) to build dynamic, user-friendly interfaces, enhancing the ServiceNow user experience.

Managed seamless integrations with external systems using SOAP and REST APIs, ensuring consistent data flow and communication between ServiceNow and third-party tools.

Integrated ServiceNow CSM with Salesforce CRM and external portals to provide 360-degree customer visibility and eliminate data silos.

Applied ITIL best practices to optimize service management processes, driving performance improvements and better service outcomes across ServiceNow modules.

Deployed ITBM to align IT projects with business goals, providing visibility into project progress and ensuring timely delivery within budget.

Led the end-to-end implementation of ServiceNow Event Management across multiple environments, integrating with monitoring tools like SolarWinds, SCOM, and Dynatrace to ingest events and generate actionable alerts.

Integrated ServiceNow SIR with external SIEM tools (like Splunk and QRadar) using REST APIs, ensuring real-time threat ingestion and response orchestration.

Created custom Freshservice reports and dashboards to track KPIs such as MTTR, SLA compliance, and first-call resolution rates, supporting data-driven decision making.

Integrated ServiceNow GRC with third-party vulnerability management and SIEM tools to streamline risk response and enhance compliance reporting for audits.

Leveraged Agile and DevOps methodologies to streamline development, enabling faster, more iterative releases that met business needs and maintained high quality.

Developed event-driven automation using Power Automate triggers connected to business applications and databases.

Configured and customized PSDS to streamline service, resource, and project delivery management, incorporating time- tracking, billing, and scheduling functionalities to boost service efficiency.

Integrated IRM with Policy & Compliance and Audit Management modules, creating a unified risk dashboard that enhanced executive decision-making.

Designed and configured custom automation rules, SLA policies, and escalation paths in Freshservice, improving resolution times by over 25% and boosting end-user satisfaction scores.

Enhanced CMDB workflows to maintain data accuracy, improve change management, and streamline incident management, creating a more efficient IT environment.

Integrated workflow automation with email, databases, and ERP systems for end-to-end process coverage.

Configured Virtual Agent and Predictive Intelligence in ITSM to provide automated resolutions and categorize tickets intelligently.

Integrated Power Automate with Azure services for advanced automation scenarios and backend orchestration.

Deployed ServiceNow TPRM to streamline third-party onboarding, due diligence, and continuous monitoring, improving vendor governance across multiple departments.

Successfully implemented ITOM modules (Discovery and Event Management) to detect and manage IT assets and services, improving overall service monitoring and reducing manual effort.

Integrated PSDS with ITBM, improving project outcomes by streamlining resource allocation, scheduling, and project tracking, ensuring alignment with business priorities.

SENIOR SERVICENOW SOFTWARE ENIGEER EGNYTE (MOUNTAIN VIEW, CA) MARCH 2021 – JUNE 2024

Led the development and implementation of ServiceNow solutions, ensuring alignment with ITSM and healthcare objectives to improve patient care and operational efficiency.

Collaborated with healthcare professionals to translate unique challenges into effective ServiceNow workflows and applications.

Utilized ServiceNow modules like HRSD, SAM, HAM, ITOM, CSM, and FSM to streamline processes and improve operational outcomes.

Designed and implemented advanced service mapping for mission-critical healthcare applications, ensuring swift incident resolution and improved patient care outcomes.

Integrated Power Automate flows with SharePoint, Outlook, Teams, and Excel to enable seamless cross-platform automation.

Streamlined deployment and management of containerized applications by leveraging Docker and Kubernetes, driving operational efficiency for ServiceNow instances.

PROFESSIONAL EXPERIENCE

Integrated ATF with ServiceNow CI/CD pipelines, enabling automated test execution during code deployments for continuous validation.

Collaborated with CAD engineers to establish a CAD standards mapping system within ServiceNow, translating complex AutoCAD layers into readable, interactive floor maps used by workplace service agents.

Engineered custom ServiceNow solutions by applying advanced JavaScript and Object-Oriented Design principles to achieve ITOM and ITAM goals while enhancing overall system architecture.

Implemented smart space reservation systems using ServiceNow Reservation APIs and calendar sync features, enabling real-time booking of desks, meeting rooms, and hot desks with 99.99% accuracy in availability tracking.

Customized ATF test steps using JavaScript and Glide APIs to cover advanced scenarios not supported by out-of-the-box functionality.

Designed responsive, user-friendly web interfaces using HTML5, ensuring a consistent and engaging experience across various devices and platforms.

Integrated HAM Pro with procurement and vendor systems to automate purchase orders, approvals, and contract tracking.

Designed and deployed workflow automation solutions across HR, IT, and Finance departments, reducing operational delays.

Applied Agile and ITIL methodologies to manage ServiceNow development initiatives, ensuring timely delivery of high-quality features aligned with industry best practices.

Developed automated workflows in SAM Pro to handle license renewals, cancellations, and reallocation, improving license lifecycle management.

Conducted tabletop exercises and scenario-based testing of security incidents using SIR, improving organizational readiness and compliance with cybersecurity frameworks

Developed advanced custom scripts using JavaScript, Glide APIs, and REST, tailoring ServiceNow workflows to meet unique business needs and optimize system performance.

Improved IT operations efficiency by configuring ServiceNow Event Management and integrating it with TSOM to automate incident detection and resolution processes. SERVICENOW SOFTWARE ENGINEER CALSOFT (SAN JOSE, CA) JULY 2015 – MARCH 2021

Collaborated with cross-functional teams and stakeholders to gather requirements, translating them into tailored ServiceNow solutions aligned with business goals across multiple industries.

Designed, developed, and customized ServiceNow modules like Incident, Problem, Change, CMDB, Service Catalog, HRSD, and FSM to optimize workflows and enhance service delivery across diverse sectors.

Integrated ServiceNow with external systems such as LDAP for user authentication, JIRA for Agile task management, and REST/SOAP APIs for seamless interoperability and efficient operations.

Automated regression and smoke testing through ATF, reducing manual testing efforts by over 60% and accelerating release validation cycles.

Deployed SAM Pro to automate software license tracking, ensuring compliance with vendor agreements and mitigating audit risks.

Automated workflows using ServiceNow Flow Designer and advanced JavaScript, optimizing IT service management and improving process efficiency across industries.

Conducted routine audits, reviews, and updates of ServiceNow configurations, ensuring system optimization, enhanced user experience, and alignment with business requirements.

Leveraged Agile methodologies like Scrum and Kanban to lead end-to-end ServiceNow projects, ensuring timely delivery, quality outputs, and effective stakeholder collaboration.

Improved data-driven decision-making by utilizing ServiceNow's reporting and analytics tools, providing actionable insights for strategic planning and operational improvements.

Seamlessly integrated ServiceNow with JIRA to enable unified task tracking, sprint management, and improved cross-functional collaboration in Agile projects.

Proactively identified risks and bottlenecks in ServiceNow implementations, employing advanced risk management strategies to ensure seamless project execution.

Participated in ServiceNow user communities, events, and forums to stay updated on emerging trends, share knowledge, and adopt innovative best practices.

Designed ServiceNow solutions with a focus on accessibility, inclusivity, and compliance, ensuring user-friendly interfaces and workflows that accommodate diverse organizational needs. Bachelors of Technology in Computer Science Kabul University JULY 2011 – JUNE 2015 EDUCATION

**********@*****.*** 510-***-**** Union City, California linkedin.com/in/mike-pasoon-06542b248 With over 10 years of hands-on experience as a Senior ServiceNow Developer, I've been instrumental in crafting and implementing cutting- edge ServiceNow solutions across diverse sectors, particularly within the healthcare domain. My expertise lies in intricately aligning advanced IT service management (ITSM) strategies with overarching organizational objectives.

Through close collaboration with stakeholders, I've adeptly translated multifaceted requirements into robust ServiceNow solutions, leveraging an extensive array of modules including HR Service Delivery (HRSD), Software Asset Management (SAM), Hardware Asset Management (HAM), IT Business Management (ITBM), IT Asset Management (ITAM), Integrated Risk Management (IRM), and Configuration Management Database (CMDB). This comprehensive approach has streamlined workflows, optimized processes, and propelled operational efficiency to new heights. At the forefront of establishing comprehensive service mapping for critical applications, I've consistently fostered agile incident response and resolution, thereby bolstering organizational agility and enhancing outcomes. As a trusted advisor, I've provided invaluable technical insights, guiding organizations towards ServiceNow best practices tailored to their specific industry landscapes.

My leadership in driving innovation has been marked by the identification and implementation of automation opportunities, resulting in streamlined workflows and enriched user experiences. Moreover, I've played a pivotal role in nurturing the growth of junior developers, cultivating their expertise within the dynamic IT environment. My technical proficiency extends across a broad spectrum, encompassing the successful implementation of ServiceNow Governance, Risk, and Compliance (GRC) modules, seamless integration of IT Operations Management (ITOM), Customer Service Management (CSM), Configuration Management Database (CMDB), Service Portfolio Management (SPM), and Common Service Data Model (CSDM).

Collaborating seamlessly with cross-functional teams, I've orchestrated flawless deployments and integrations that seamlessly align with organizational objectives.

In addition to the mentioned tools, I've also excelled in leveraging other essential components of the ServiceNow Platform, such as Service Catalog, Service Portal, Discovery, Event Management, Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Service Mapping, Application Portfolio Management, Project Portfolio Management, Demand Management, Resource Management, LDAP Integration, and SSO Integration. My unwavering commitment to excellence and innovation is ingrained in my professional ethos, as evidenced by my relentless pursuit of process refinement and solution optimization. With over 8 years of experience in the field, I bring a wealth of expertise and insight to every project, driving operational efficacy, technological advancement, and unparalleled excellence in IT service management.

ServiceNow Tools: ServiceNow Platform, ServiceNow ITSM, ServiceNow ITOM, ServiceNow ITBM, ServiceNow CMDB, ServiceNow Service Catalog, ServiceNow Service Portal, ServiceNow Discovery, ServiceNow Event Management, ServiceNow Incident Management, ServiceNow Problem Management, ServiceNow Change Management, ServiceNow Release Management, ServiceNow Configuration Management, ServiceNow Knowledge Management, ServiceNow Service Mapping, Space Management, ServiceNow Application Portfolio Management, ServiceNow Project Portfolio Management, ServiceNow Demand Management, ServiceNow Resource Management, ServiceNow LDAP Integration, ServiceNow SSO Integration

Languages: C, C++, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Languages: JavaScript, ServiceNow Scripting (Glide Record, Glide System, Glide Ajax, Glide UI, Glide User, Glide Workflow, Glide Date, Time, Glide Email, Glide Catalog, Glide Script), Jelly Script

Database: Oracle, MS Access, MS SQL Server, ServiceNow CMDB

Web Technologies: PHP, XML, HTML, Java, JavaScript, Excel VBA, PowerPoint VBA, VB Script, SSO, ServiceNow Service Portal Development

Operating Systems: UNIX, Linux, Windows

Packages: MS Office (Word, Access, Excel, Outlook, PowerPoint)

Methodologies: ITIL, Service Management, SDLC, Agile

Tools: ServiceNow Instance Management, ServiceNow Upgrade Management, ServiceNow Data Import/Export, ServiceNow Performance Analytics, ServiceNow Integration Hub, ServiceNow Orchestration, ServiceNow Security Operations SENIOR SERVICENOW SOFTWARE ENGINEER

SUMMARY

TECHNICAL SKILLS

SENIOR SERVICENOW SOFTWARE ENGINEER PERATON (RESTON, VA) JUNE 2024 – PRESENT

Led the integration of CMDB with ITSM and ITOM modules, automating IT asset management and enhancing service automation, significantly improving operational efficiency and incident resolution.

Designed and developed custom ServiceNow modules, workflows, and catalog requests to meet specific business needs, optimizing service delivery.

Used SAM Pro's compliance dashboards to monitor software usage, non-compliance risks, and renewal timelines, driving proactive license management.

Utilized modern JavaScript frameworks (Angular, Backbone, jQuery) to build dynamic, user-friendly interfaces, enhancing the ServiceNow user experience.

Managed seamless integrations with external systems using SOAP and REST APIs, ensuring consistent data flow and communication between ServiceNow and third-party tools.

Integrated ServiceNow CSM with Salesforce CRM and external portals to provide 360-degree customer visibility and eliminate data silos.

Applied ITIL best practices to optimize service management processes, driving performance improvements and better service outcomes across ServiceNow modules.

Deployed ITBM to align IT projects with business goals, providing visibility into project progress and ensuring timely delivery within budget.

Led the end-to-end implementation of ServiceNow Event Management across multiple environments, integrating with monitoring tools like SolarWinds, SCOM, and Dynatrace to ingest events and generate actionable alerts.

Integrated ServiceNow SIR with external SIEM tools (like Splunk and QRadar) using REST APIs, ensuring real-time threat ingestion and response orchestration.

Created custom Freshservice reports and dashboards to track KPIs such as MTTR, SLA compliance, and first-call resolution rates, supporting data-driven decision making.

Integrated ServiceNow GRC with third-party vulnerability management and SIEM tools to streamline risk response and enhance compliance reporting for audits.

Leveraged Agile and DevOps methodologies to streamline development, enabling faster, more iterative releases that met business needs and maintained high quality.

Developed event-driven automation using Power Automate triggers connected to business applications and databases.

Configured and customized PSDS to streamline service, resource, and project delivery management, incorporating time- tracking, billing, and scheduling functionalities to boost service efficiency.

Integrated IRM with Policy & Compliance and Audit Management modules, creating a unified risk dashboard that enhanced executive decision-making.

Designed and configured custom automation rules, SLA policies, and escalation paths in Freshservice, improving resolution times by over 25% and boosting end-user satisfaction scores.

Enhanced CMDB workflows to maintain data accuracy, improve change management, and streamline incident management, creating a more efficient IT environment.

Integrated workflow automation with email, databases, and ERP systems for end-to-end process coverage.

Configured Virtual Agent and Predictive Intelligence in ITSM to provide automated resolutions and categorize tickets intelligently.

Integrated Power Automate with Azure services for advanced automation scenarios and backend orchestration.

Deployed ServiceNow TPRM to streamline third-party onboarding, due diligence, and continuous monitoring, improving vendor governance across multiple departments.

Successfully implemented ITOM modules (Discovery and Event Management) to detect and manage IT assets and services, improving overall service monitoring and reducing manual effort.

Integrated PSDS with ITBM, improving project outcomes by streamlining resource allocation, scheduling, and project tracking, ensuring alignment with business priorities.

SENIOR SERVICENOW SOFTWARE ENIGEER EGNYTE (MOUNTAIN VIEW, CA) MARCH 2021 – JUNE 2024

Led the development and implementation of ServiceNow solutions, ensuring alignment with ITSM and healthcare objectives to improve patient care and operational efficiency.

Collaborated with healthcare professionals to translate unique challenges into effective ServiceNow workflows and applications.

Utilized ServiceNow modules like HRSD, SAM, HAM, ITOM, CSM, and FSM to streamline processes and improve operational outcomes.

Designed and implemented advanced service mapping for mission-critical healthcare applications, ensuring swift incident resolution and improved patient care outcomes.

Integrated Power Automate flows with SharePoint, Outlook, Teams, and Excel to enable seamless cross-platform automation.

Streamlined deployment and management of containerized applications by leveraging Docker and Kubernetes, driving operational efficiency for ServiceNow instances.

PROFESSIONAL EXPERIENCE

Integrated ATF with ServiceNow CI/CD pipelines, enabling automated test execution during code deployments for continuous validation.

Collaborated with CAD engineers to establish a CAD standards mapping system within ServiceNow, translating complex AutoCAD layers into readable, interactive floor maps used by workplace service agents.

Engineered custom ServiceNow solutions by applying advanced JavaScript and Object-Oriented Design principles to achieve ITOM and ITAM goals while enhancing overall system architecture.

Implemented smart space reservation systems using ServiceNow Reservation APIs and calendar sync features, enabling real-time booking of desks, meeting rooms, and hot desks with 99.99% accuracy in availability tracking.

Customized ATF test steps using JavaScript and Glide APIs to cover advanced scenarios not supported by out-of-the-box functionality.

Designed responsive, user-friendly web interfaces using HTML5, ensuring a consistent and engaging experience across various devices and platforms.

Integrated HAM Pro with procurement and vendor systems to automate purchase orders, approvals, and contract tracking.

Designed and deployed workflow automation solutions across HR, IT, and Finance departments, reducing operational delays.

Applied Agile and ITIL methodologies to manage ServiceNow development initiatives, ensuring timely delivery of high-quality features aligned with industry best practices.

Developed automated workflows in SAM Pro to handle license renewals, cancellations, and reallocation, improving license lifecycle management.

Conducted tabletop exercises and scenario-based testing of security incidents using SIR, improving organizational readiness and compliance with cybersecurity frameworks

Developed advanced custom scripts using JavaScript, Glide APIs, and REST, tailoring ServiceNow workflows to meet unique business needs and optimize system performance.

Improved IT operations efficiency by configuring ServiceNow Event Management and integrating it with TSOM to automate incident detection and resolution processes. SERVICENOW SOFTWARE ENGINEER CALSOFT (SAN JOSE, CA) JULY 2015 – MARCH 2021

Collaborated with cross-functional teams and stakeholders to gather requirements, translating them into tailored ServiceNow solutions aligned with business goals across multiple industries.

Designed, developed, and customized ServiceNow modules like Incident, Problem, Change, CMDB, Service Catalog, HRSD, and FSM to optimize workflows and enhance service delivery across diverse sectors.

Integrated ServiceNow with external systems such as LDAP for user authentication, JIRA for Agile task management, and REST/SOAP APIs for seamless interoperability and efficient operations.

Automated regression and smoke testing through ATF, reducing manual testing efforts by over 60% and accelerating release validation cycles.

Deployed SAM Pro to automate software license tracking, ensuring compliance with vendor agreements and mitigating audit risks.

Automated workflows using ServiceNow Flow Designer and advanced JavaScript, optimizing IT service management and improving process efficiency across industries.

Conducted routine audits, reviews, and updates of ServiceNow configurations, ensuring system optimization, enhanced user experience, and alignment with business requirements.

Leveraged Agile methodologies like Scrum and Kanban to lead end-to-end ServiceNow projects, ensuring timely delivery, quality outputs, and effective stakeholder collaboration.

Improved data-driven decision-making by utilizing ServiceNow's reporting and analytics tools, providing actionable insights for strategic planning and operational improvements.

Seamlessly integrated ServiceNow with JIRA to enable unified task tracking, sprint management, and improved cross-functional collaboration in Agile projects.

Proactively identified risks and bottlenecks in ServiceNow implementations, employing advanced risk management strategies to ensure seamless project execution.

Participated in ServiceNow user communities, events, and forums to stay updated on emerging trends, share knowledge, and adopt innovative best practices.

Designed ServiceNow solutions with a focus on accessibility, inclusivity, and compliance, ensuring user-friendly interfaces and workflows that accommodate diverse organizational needs. Bachelors of Technology in Computer Science Kabul University JULY 2011 – JUNE 2015 EDUCATION

**********@*****.*** 510-***-**** Union City, California linkedin.com/in/mike-pasoon-06542b248 With over 10 years of hands-on experience as a Senior ServiceNow Developer, I've been instrumental in crafting and implementing cutting- edge ServiceNow solutions across diverse sectors, particularly within the healthcare domain. My expertise lies in intricately aligning advanced IT service management (ITSM) strategies with overarching organizational objectives.

Through close collaboration with stakeholders, I've adeptly translated multifaceted requirements into robust ServiceNow solutions, leveraging an extensive array of modules including HR Service Delivery (HRSD), Software Asset Management (SAM), Hardware Asset Management (HAM), IT Business Management (ITBM), IT Asset Management (ITAM), Integrated Risk Management (IRM), and Configuration Management Database (CMDB). This comprehensive approach has streamlined workflows, optimized processes, and propelled operational efficiency to new heights. At the forefront of establishing comprehensive service mapping for critical applications, I've consistently fostered agile incident response and resolution, thereby bolstering organizational agility and enhancing outcomes. As a trusted advisor, I've provided invaluable technical insights, guiding organizations towards ServiceNow best practices tailored to their specific industry landscapes.

My leadership in driving innovation has been marked by the identification and implementation of automation opportunities, resulting in streamlined workflows and enriched user experiences. Moreover, I've played a pivotal role in nurturing the growth of junior developers, cultivating their expertise within the dynamic IT environment. My technical proficiency extends across a broad spectrum, encompassing the successful implementation of ServiceNow Governance, Risk, and Compliance (GRC) modules, seamless integration of IT Operations Management (ITOM), Customer Service Management (CSM), Configuration

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