I've delivered ITSM process transformation and ServiceNow solutions at Cognizant, Hexaware Technologies, HCL Tech, IBM, and Kyndryl. I translate stakeholder requirements into functional specifications, workflows, testing scenarios, and practical process improvements across Incident, Problem, Change, Request, and Knowledge Management.
I've supported global service transitions in Germany and Australia, coordinated cross-functional teams and vendors, facilitated CAB and stakeholder workshops, and improved SLA reporting, workflow automation, ticket categorization, search relevance, and self-service through ServiceNow Flow Designer, Predictive Intelligence, and AI Search.
