Experienced ServiceNow Developer with strong expertise across ITSM and CSM, specialising in development, configuration, scripting, and enterprise service delivery improvements. Proven experience designing and implementing scalable self-service solutions, service catalogues, and operational workflows to improve user experience and business efficiency.
Key experience includes:
- Development and configuration across ITSM and CSM environments, including scripting, workflow automation, and platform enhancement initiatives
- Designed and launched an Employee Center Portal featuring custom-built widgets using HTML, CSS, and JavaScript to improve employee self-service capability and user engagement
- Built operational processes, dashboards, and scheduled jobs to support software licensing management, security compliance, data integrity, and reporting requirements
- End-to-end ownership of a self-service cart platform, including scoping, development, and deployment for software, hardware, uniforms, POSDs licences, and field service-related supplies
- Experience supporting field service operations through service catalogue design, fulfilment workflows, and inventory request processes
- Implemented structured taxonomy models and microsite capability to improve platform navigation, searchability, and content discoverability across enterprise environments
- Strong understanding of service management best practices, user-centric design, and process automation within complex organisational settings
