In my previous role, I designed and implemented workflows to automate complex business processes, reducing manual intervention by 40%. I utilized ServiceNow's workflow editor to create conditional logic, integrate with external APIs, and ensure seamless data flow between modules. This improved process efficiency and reduced errors, leading to a more streamlined user experience.

I follow a systematic approach to troubleshooting by first identifying the root cause through logs and user feedback. I then use ServiceNow's debugging tools to trace the issue and apply fixes, such as updating scripts or adjusting configurations. I also document the resolution process to prevent recurrence and share knowledge with the team.

I align ServiceNow configurations with ITIL principles by mapping processes to ITIL phases, such as incident management and change management. I ensure that workflows, notifications, and reporting mechanisms adhere to ITIL guidelines, and I conduct regular audits to validate compliance. This approach helps maintain consistency and reliability in service delivery.

I engage with cross-functional teams by conducting workshops to gather requirements and understand business needs. I then translate these into technical specifications and work closely with developers and stakeholders to implement solutions. Regular updates and feedback loops ensure alignment and timely delivery of projects.

I have created custom reports and dashboards in ServiceNow to provide actionable insights for leadership. Using tools like Jelly and JavaScript, I developed visualizations that highlighted key performance indicators, such as ticket resolution times and SLA compliance. These reports empowered teams to make data-driven decisions and optimize processes.