Erick Orozco
@erickorozco
I build ServiceNow ITSM, CMDB, and ITOM workflows that modernize enterprise operations.
ZimbabweWhat I'm looking for
At IBM, I built ServiceNow workflows across ITSM and CMDB, modernizing legacy processes while maximizing out-of-the-box capabilities to reduce operational risk.
I designed custom catalog items and user-facing workspace solutions focused on UX/UI, and built Performance Analytics dashboards and reports that improved stakeholder visibility into service delivery and configuration accuracy. I also supported data ingestion and normalization workflows to maintain CMDB data accuracy.
Earlier at IBM, I supported IBM Cloud availability through Incident, Problem, and Change management, leading root cause analysis for service-impacting incidents and governing deployment changes to reduce production risk.
I've also built CI/CD pipelines and automated infrastructure provisioning with Jenkins, Git, and Ansible across Linux-based cloud environments. I work closely with stakeholders, implementation partners, and cross-functional teams to define user stories and deliver Agile enhancements on schedule.
Experience
Work history, roles, and key accomplishments
ServiceNow Developer
Feb 2023 - Sep 2025 (2 years 7 months)
Developed ServiceNow workflows using Flow Designer across ITSM and CMDB, modernizing legacy processes while maximizing out-of-the-box capabilities. Designed user-facing solutions and custom catalog items with a focus on UX/UI, and built dashboards and reports using Performance Analytics.
Availability Manager - DevOps
Jan 2021 - Feb 2023 (2 years 1 month)
Used ServiceNow as the core platform to maintain IBM Cloud's availability, managing Incident, Problem, and Change records across the ITSM lifecycle. Led root cause analysis for service-impacting incidents and built CI/CD pipelines automating testing, integration, and deployments.
Developed and maintained application features, partnering with cross-functional teams on requirements and enhancements. Supported incident and availability management, performed testing, debugging, and code reviews, and supported deployment of updates.
Education
Degrees, certifications, and relevant coursework
Florida Polytechnic University
Master of Science, Computer Science
Pursuing a Master of Science in Computer Science.
University of South Florida
Bachelor of Science, Computer Science
Earned a Bachelor of Science in Computer Science.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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