Dec 2025 – Present · 5 mos · Dublin, County Dublin, Ireland

• I work with enterprise customers across EMEA to design and deliver AI solutions on the ServiceNow platform. My focus is on turning real customer problems into practical AI workflows using a mix of machine learning, generative AI and automation.
• In this role I:
• Partner with customers to understand their goals, data and existing processes.
• Shape end-to-end AI architectures, from data and integration through to user experience.
• Lead technical discovery, design workshops and solution reviews with business and engineering stakeholders.
• Build and guide “solution-ready” implementations together with forward deployed engineering teams.
• Share field insights back into product and platform teams to help improve our AI capabilities.
• The goal is simple: make AI useful, reliable and deployable in real customer environments, not just in demos.

Dec 2023 – Dec 2025 · 2 yrs · Dublin, County Dublin, Ireland

• Leading teams in developing cutting-edge GenAI capabilities for ServiceNow’s Impact product. Our focus is on harnessing large language models (LLMs) to deliver personalized learning recommendations and summarize customer adoption outcomes. By integrating AI-driven insights with expert guidance, we empower ServiceNow customers to maximize their platform investments and accelerate digital transformation.
• Key Achievements:
• AI-Driven Learning Recommendations: Developed tailored learning paths using GenAI to enhance customer success and adoption.
• Outcome Summarization: Implemented AI tools to streamline information sharing and decision-making for customers.
• Adoption Insights: Utilized analytics to track GenAI adoption and optimize ROI for customers.
• Impact:
• Enhanced customer engagement through AI-driven insights.
• Improved operational efficiency by automating key processes.
• Contributed to ServiceNow’s vision of empowering customers with innovative AI solutions.

Dec 2022 – Dec 2023 · 1 yr · Dublin, County Dublin, Ireland

• At ServiceNow, I lead two teams of talented engineers focused on building Service Graph Connectors and Now Assist for Service Graph Connectors. I am particularly fascinated by the capabilities of GenAI and related technologies. We are pioneering Now Assist for Service Graph Connector, a GenAI solution designed to automatically diagnose customer issues, provide recommendations, and auto-remediate using RAG, Vector DB, and LLM technologies. Our objective is to revolutionize error diagnosis and resolution, delivering significant value to customers through real-time support and automation.
• My second team is responsible for the architecture and development of a scalable, low-code/no-code data integration platform. I am driving the adoption of the ServiceNow platform, JavaScript, microservices, and cloud-native technologies (GCP, AWS, Azure) to deliver a solution that meets stringent requirements for data ingestion, quality, and user experience.

Feb 2021 – Dec 2022 · 1 yr 10 mos · Dublin, County Dublin, Ireland

• Working to design and build connectors for Servicenow customers to pull their cloud resources ( GCP and other public cloud vendors) so that these data could be used by Servicenow tools to provide ITSM , ITOM and other solutions.
• This involves deep analysis and knowledge of public cloud as in how the infrastructure is laid out and how their metadata looks like along with what is the best possible way to read them in most efficient manner. The data that we are pulling can by anything and everything that can be potentially used by any customer of any public cloud.
• On Servicenow side, the solution is build on top of platform using JS code involving other servicenow solutions like Flow Designer ,Servicenow ETL, Data sources , import set etc.
• On GCS ( Global Cloud Services Side ) -
• Designed and developer performance analyser tool - This tool analyses the performance of instance pre and post upgrade and generates report. This tool is used by the performance engineers also to run their performance scenarios with pre defined load profiles.
• Developed Discovery Diagnostics Tool : This tool diagnoses and analyses the RCA of the errors on multiple IPs occurred when discovery runs and also provides option for one-click fix for well defined issues.
• Developed ITOM License Usage Analytics Tool : This tool aggregates the number of resources used in different categories for past 90 days and provides a holistic view based on the latest subscription model.

Jun 2019 – Feb 2020 · 8 mos