At Inmorphis Services, I led ServiceNow work streams for an approximately $80M platinum client engagement, supporting an end-to-end migration from a legacy ITSM platform. I translate stakeholder requirements into scalable ServiceNow solutions, user stories, and sprint-level implementation plans.
I built a custom Walk-Up Bar widget that cut customer wait time by 50%, and workflow-based ServiceNow solutions that reduced request resolution time by up to 70%. I also rationalized Change Management configurations, reducing unnecessary custom development by approximately 30%.
My work spans Incident, Problem, Change, Service Catalog, CMDB, Service Portal, and App Engine Studio. I've owned the Problem Management roadmap, built department-specific self-service portals and business applications, and strengthened change governance through unauthorized-change visibility and compliance tracking.
Earlier at FIS, I collaborated across product, design, and engineering to shape customer-facing solutions, prototypes, and features. I enjoy enabling clients through demos and reporting, presenting business outcomes to global stakeholders, and mentoring engineers on ServiceNow best practices.
