At Deloitte USI, I develop and enhance ServiceNow Catalog items and Record Producers, and build Virtual Agent topics that achieved a 46% ticket deflection rate. I also customize Service Portal widgets and pages to improve navigation and self-service.
I support integrations including ServiceNow–Adobe Workfront, REST, and DocuSign, and automate file transfers with PowerShell. I manage sprint releases, test changes, resolve defects, and support deployments, and hold ServiceNow CSA and CAD certifications.
