Looking for a job

Juan Camilo Amaya Quilaguy

@juancamiloquilaguy

I’m an Electronic Engineer and ITSM Analyst (AI Implementer) at SLB | ServiceNow SAM/CMDB · Copilot Studio · LangChain · ITIL 4 · 11+ yrs in IT

Colombia

Message

What I'm looking for

I’m looking for a remote-friendly team where I can own ITSM governance and ServiceNow SAM/CMDB compliance, strengthen KPI reporting, and expand AI-driven automation—while partnering globally to improve process quality and data accuracy.

I'm an ITSM Analyst and AI Implementer with 11+ years in enterprise IT, currently embedded in the Governance & Performance team at Schlumberger (SLB) — a Fortune 500 oilfield-services company — where I design, build, and ship AI-powered automations that augment service management workflows.

My day-to-day is the intersection of two worlds:

(1) Classical ITSM done right — ServiceNow across SAM, CMDB, Discovery, Service Catalog, Incident, Change and Problem; ITIL 4 process design (Change Enablement, Incident Mgmt, Service Request, Problem Mgmt); KPI/SLA reporting in Power BI.

(2) Generative AI delivered to operations — Microsoft Copilot Studio agents, n8n and Power Automate workflows, LangChain/RAG pipelines on OpenAI and Anthropic Claude APIs, Pinecone/Weaviate/Chroma vector stores, MCP servers, and Claude Code for engineering velocity.

Before SLB I worked as Business Process Analyst (Oct 2021 – Sept 2024) and Service Desk Analyst Tier 1/2 + SWAM Champion (Aug 2019 – Sept 2021) inside the same company, plus earlier network & infrastructure roles at Ezentis/IBM (Banco Agrario), Team Foods, Key Energy Services (HQ Houston, TX), Icotec, Aldeamo, and ETB.

Foundation: Electronic Engineer (Universidad El Bosque, 2013), ITIL 4 Foundation, CompTIA Cloud Essentials+ and A+ CE, Cisco CCNA, plus Anthropic's Claude Code 101 and Claude 101 (May 2026). Currently preparing Microsoft Azure AI Engineer Associate (AI-102) and AWS Certified AI Practitioner (AIF-C01).

Languages: Spanish (native), English (C1/C2). Based in Bogotá, Colombia (UTC-5) — fully remote-ready and open to relocation. I'm looking for Senior / Lead roles where I can combine ITSM depth with applied GenAI to ship measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

ITSM Analyst (Governance)

Current

Schlumberger

Aug 2024 - Present (1 year 10 months)

Part of SLB's Governance & Performance team (Fortune 500). I build AI-powered automations on ServiceNow using Copilot Studio, LangChain/RAG, OpenAI, Claude APIs, and MCP servers. I drive ITIL 4 process improvement across Change, Incident, Service Request & Problem Mgmt, and own Power BI dashboards tracking SLA, MTTR and AI-deflection KPIs for global IT leadership.

ITIL Change Enablement Incident Management Service Management Problem Management Service Catalog Governance Power BI Power Automate ServiceNow

Business Process Analyst

Schlumberger

Oct 2021 - Sep 2024 (2 years 11 months)

Owned end-to-end financial close and Lawson ERP operations, ensuring on-time global close across asset management, inventory control, cash book, GL revaluation, and GL rollover. Engineered JV posting procedure configuration and performed production-to-test data refresh operations, while supporting QPM, Autosys scheduling, and audit/SOX controls.

Oracle SAM (LAM RCA Geo Markets)QPM (Quick Post Manager)Autosys SQL Financial Process Automation

Service Desk SWAM Champion

Schlumberger

Aug 2019 - Sep 2021 (2 years 1 month)

Served as the SWAM (Software Asset Management) Champion for the Service Desk, driving software asset tracking and license-compliance adoption across a global enterprise user base. Resolved Tier 1/2 incidents for SAP, LDAP, Office 365, messaging, VPN, and Microsoft Intune, and reduced ticket reopen rates through documented knowledge-base resolution paths; promoted to Business Process Analyst in 25

ServiceNow Software Asset Management (SAM)Software License Compliance Incident Management Service Desk Support Microsoft Intune Office 365 LDAP Knowledge Management

Network & Infrastructure Engineer

Ezentis Colombia

May 2016 - May 2019 (3 years)

Provided operational integrity for mission-critical LAN/WAN networks for Banco Agrario under an IBM technology services contract, ensuring 24/7 availability across nationwide branches. Administered MPLS and Cisco routing/switching, supported enterprise wireless, IP telephony, and SLA-driven troubleshooting, and implemented improvements that reduced recurring incidents and shortened mean-time-to-re

MPLS LANs & WANs Network Monitoring IP Telephony Vendor Management Windows Server 24 7 Operations

IT Coordinator

Key Energy Services Ltd.

Jul 2014 - May 2015 (10 months)

Owned IT department operations for Colombia, reporting directly to global HQ, strengthening IT operations end-to-end. Administered Windows Server 2012, Active Directory, Novasoft ERP, DHCP, and backup chains, and delivered on-site support including satellite communications equipment installation at remote oil-well sites.

Windows Server Active Directory DHCP Novasoft ERP Backup Satellite Communications IT Operations ERP Administration