Led the design and implementation of custom modules, workflow automations, and external API integrations for an enterprise IT Service Management (ITSM) platform based on ServiceNow. The goal was to streamline internal service requests, automate repetitive support tasks, and sync ServiceNow with critical third-party systems.
Built custom catalog items, notification logic, and SLA-based workflows using ServiceNow's scripting tools. Integrated the platform with external ticketing systems, Active Directory, and ERP systems via REST and MID server connectors.
Skills and Deliverables:
ServiceNow scripting (GlideRecord, GlideForm, GlideAjax)
Custom catalog item development (Request → Approval → Fulfillment)
Notification rules and escalation workflows
Inbound/Outbound REST API integration (ServiceNow ↔ Jira, AD, NetSuite)
CMDB updates via automated discovery rules
SLA tracking with time-based triggers
Role-based access to knowledge base and service portal widgets
Data import/export scripting for ticket migration
Automated reporting dashboards (ticket backlog, SLA breaches, fulfillment time)
Impact:
Reduced ticket resolution time by 60% through automation
Integrated real-time sync between ServiceNow and ERP for asset & user data
Created multi-department service workflows used across IT, HR, and Facilities
Enabled leadership visibility via auto-generated KPI dashboards