Oct 2024 – Present · 1 yr 8 mos

• 1. BeyondTrust Integration
• Integrated BeyondTrust with ServiceNow through a custom catalog and Flow Designer logic, enabling users to request privileged access. Automated ticket creation and implemented manager approval workflows, allowing time-bound admin access upon approval.
• 2. Platform Upgrades & Operations
• Led the upgrade of all instances (DEV, TEST, PROD) to Xanadu Patch 4, ensuring seamless functionality. Handled incident management, routine platform operations, and security patching to maintain system stability and compliance.
• 3. Catalog Development & Fixes
• Developed a Case Support catalog with workflow automation for RITMs and tasks. Resolved issues in the Cloud to Go (C2G) server retirement catalog by debugging and deploying fixes to production.
• 4. Workflow Automation & SLA Management
• Implemented Operational Level Agreements (OLAs) to streamline case resolution across support groups. Collaborated on HAM Pro deployment, managing update set validation and migration.
• 5. Deployment of Major Projects – HAM Pro
• Collaborated with developers to implement key functionalities for HAM Pro. Managed the deployment process by validating and migrating update sets to TEST and PROD environments, ensuring smooth transitions and system stability.
• 6. Agile & Scrum Support
• Actively contributed to Scrum ceremonies by creating and managing Jira tickets to track sprint progress and development tasks.
• 7. Travel Catalog Enhancement
• Improved the existing travel request catalog by refining the approval workflow. Ensured approvals were correctly routed to the manager’s manager and included delegated approvers for senior management and VPs, enhancing process accuracy and efficiency.

Feb 2024 – Sep 2024 · 7 mos

• Led the complete instance upgrade process to the latest Washington version, including thorough testing of various ServiceNow modules such as catalog items, business rules, client scripts, and other customizations.
• Provided daily support by managing and resolving incident and task tickets for internal teams, ensuring timely issue resolution and system stability.
• Overhauled a major server retirement catalog, implementing critical fixes and introducing enhanced functionalities to improve operational efficiency.
• Played a key role in the company domain change during a corporate split, updating all ServiceNow instances accordingly. Provided critical support during the hypercare bridge calls, troubleshooting and resolving issues related to the domain change in real-time.