At Openreach – BT Group, I configured ServiceNow ITSM solutions for BT network fiber maintenance and fault management. I designed incident and service request forms, and developed an ESC / Employee Center experience for users to report and track network issues.
I built an end-to-end Fiber Damage Management use case with a Record Producer, Incident, Fiber Damage Details, assignment, Catalog Task, and notifications. I also configured Flow Designer automation, Business Rules, UI Policies, and Client Scripts for this work.
Before that, I supported telecom infrastructure rearrangement and FTTP fiber network delivery at Openreach – BT Group. I conducted field surveys, prepared project documentation, and used PIPeR, Geo Hub, and Salesforce to support network planning and delivery.
