Open to opportunities

Carlos Penate

@carlospenate

Message

I’m a ServiceNow Architect specializing in ITSM Pro and ITOM, delivering secure, scalable automation and governance.

United States

Message

What I'm looking for

I’m looking to architect and govern enterprise ServiceNow platforms—ITSM Pro, ITOM, and CMDB—partnering with security and product teams to deliver secure automation, strong performance, and ITIL-aligned outcomes with clear governance and measurable impact.

I’m a ServiceNow Architect with 12 years of experience designing, implementing, and governing scalable, secure, high-performing ServiceNow solutions—specializing in ITSM Pro and ITOM. I lead enterprise-wide transformation initiatives while keeping strict alignment with ITIL best practices and enterprise architecture standards.

In my recent role, I architected and delivered ITSM Pro capabilities across Incident, Problem, Change, Service Request, Knowledge, and Major Incident Management. I designed scalable workflows and governance that improved service availability and reduced mean time to resolution, while also building secure, high-impact REST and SOAP integrations using IntegrationHub and custom MID Server configurations.

For ITOM, I implemented Discovery, Event Management, and Orchestration to automate infrastructure monitoring and remediation. I also architected and governed the Common Service Data Model (CSDM) framework for enterprise CMDB data models—defining CI classes, relationships, and data integrity standards to improve change impact analysis accuracy.

I’m hands-on with Business Rules, Client Scripts, Script Includes, Flow Designer, and performance tuning to reduce page load times and maintain platform uptime. I document technical design details, run technical design sessions, and guide development teams on standards, governance, secure coding practices, and long-term sustainability of the ServiceNow ecosystem.

Experience

Work history, roles, and key accomplishments

Senior ServiceNow Developer

Cognizant

Feb 2023 - Feb 2026 (3 years)

Architected end-to-end ServiceNow ITSM Pro implementations (Incident, Problem, Change, Service Request, Knowledge, Major Incident) that reduced mean time to resolution by 35% and improved service availability through ITIL-aligned governance and regulatory compliance. Delivered ITOM Discovery/Event Management/Orchestration and CSDM CMDB data modeling, reducing manual operational effort by 40% and i

ServiceNow ITSM Flow Designer Performance Tuning

ServiceNow Developer

EPAM Systems

Sep 2018 - Dec 2022 (4 years 3 months)

Engineered ServiceNow ITSM Pro automations (Business Rules, Client Scripts, UI Policies) to streamline incident and change workflows, reducing manual errors by 25%. Implemented ITOM Discovery/Service Mapping to improve CMDB configuration item accuracy by 30% and built integrations and reporting that increased SLA compliance by 15% and reduced processing time for critical transactions by 40%.

ServiceNow ITSM ITOM Discovery And Service Mapping CMDB Population ATF Testing Agile Delivery

Junior ServiceNow Developer

EPAM Systems

Sep 2017 - Aug 2018 (11 months)

Supported ITSM module implementations (Incident, Problem, Change) with Business Rules and Client Scripts to automate routine tasks, reducing service desk manual effort by 15% and improving ITIL compliance. Built Service Catalog/record producer fulfillment and reporting workflows, reducing average fulfillment time for standard requests by 10% and improving visibility into MTTR and first call resolu

& Changes Flow Designer Service Catalog And Record Producers System Logs Usage

IT Support Specialist

MedTech Services

Sep 2015 - Aug 2017 (1 year 11 months)

Provided Tier 1 and Tier 2 support for clinical and administrative users, maintaining 99.5% uptime for critical patient-care systems. Administered ServiceNow ticketing and workflow automations, reducing average ticket resolution time by 15% and recurring incidents by 10% while managing Active Directory and Office 365 permissions.

Active Directory Workflow Automation Incident Management Service Delivery Uptime Support