Expert in ServiceNow Automation

Main Responsibilities

• ServiceNow Development:
• Develop, configure, and maintain ServiceNow applications.
• Implement Service Catalog, SLA management, Knowledge Management, and IT Service Automation.
• Optimize ServiceNow workflows for efficiency and scalability.
• Design and develop custom UI pages, reports, and dashboards using Performance Analytics.
• Customer Service:
• Configure and enhance Customer Service Management modules.
• Integrate Customer Service Management with third-party CRMs and customer communication platforms.
• Implement Virtual Agent and AI-driven automation for customer support.
• Security:
• Develop and manage Security Incident Response (SIR), Threat Intelligence, and Vulnerability Response.
• Integrate ServiceNow SecOps with SIEM, SOC tools, and external security platforms.
• Automate security workflows to enhance response time and risk mitigation.
• Risk Management:
• Implement Integrated Risk Management and Governance, Risk, and Compliance modules.
• Align with security and compliance frameworks such as NIST, ISO 27001, GDPR, SOX.
• Automate policy enforcement and risk mitigation processes.
• Automation:
• Design and implement automation workflows using ServiceNow RPA Hub.
• Develop RPA bots to automate manual IT and business processes.
• Optimize integrations between RPA and ServiceNow workflows for efficiency.