Skills & Expertise

Tech Stack

A comprehensive overview of ServiceNow platform capabilities, development tools, and governance frameworks I work with daily.

Capabilities

Platform Expertise

ServiceNow ITSM Modules

Core platform modules for enterprise IT service management

Incident Management Problem Management Change Management Request Fulfillment Release Management Knowledge Management Service Catalog SLA & OLA Management

Development & Configuration

Platform scripting, workflows, and UI customisation tools

Business Rules Client Scripts UI Policies UI Actions Script Includes Flow Designer Workflow Editor Notifications & Email Templates Form Configuration

Process & Governance

ITIL-aligned implementation, approval workflows, and change governance

ITIL-Aligned Implementation Standard Change Models Normal Change Models Emergency Change Models Approval Workflows CAB Support Priority & Assignment Models

Automation & Orchestration

Workflow automation, task orchestration, and event-driven processes

Workflow Automation Flow Designer Actions Task Orchestration Event-Driven Notifications Approval & Escalation Automation

Reporting & Monitoring

Operational dashboards, SLA tracking, and incident trend analysis

Operational Dashboards ITSM Reports SLA Tracking Incident Trend Analysis Backlog Monitoring Change Success Reporting

Security & Access Control

Role-based access, ACL configuration, and data governance

Role-Based Access Control (RBAC) ACL Configuration User & Group Management Data Access Controls

Platform Support & Collaboration

Production support, upgrades, testing, and cross-team coordination

ITSM Production Support Issue Troubleshooting Regression Testing Patch Validation Platform Upgrades Stakeholder Collaboration Cross-Functional Coordination Process Documentation