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Roy Rios

@royrios1

I configure ServiceNow platforms, automate ITSM workflows, and build portals and dashboards for federal and defense organizations.

Zimbabwe

Message

What I'm looking for

I'm looking to configure and improve ServiceNow environments, automate ITSM processes, build service portals and dashboards, and support mission-focused organizations using Agile and ITIL practices.

I've configured and maintained ServiceNow development, test, and production environments for DCI Solutions supporting Department of Defense operations at Aberdeen Proving Ground.

I build reporting dashboards, KPIs, and performance analytics that give leadership real-time visibility into ITSM health and SLA compliance. Using Flow Designer, I automate business processes, reduce manual task assignments, and improve response times.

At Sandia National Laboratories, I designed and implemented a scalable Work Request Management System in ServiceNow. I also configured a centralized customer portal, dynamic catalog items, role-based workspaces, and integrations for real-time task tracking.

I'm certified in ServiceNow system administration and application development, with a foundation in ITIL, SAFe, Agile, Scrum, and SDLC practices.

Experience

Work history, roles, and key accomplishments

ServiceNow Platform Administrator / Configurator / Developer

DCI Solutions

May 2025 - Mar 2026 (10 months)

Configured and maintained ServiceNow environments for Department of Defense operations, built reporting dashboards, and automated workflows using Flow Designer. Supported ITSM processes and managed update sets to ensure system stability.