ServiceNow/CSM Developer

Síntese de Qualificações

ServiceNow System Administrator and Senior Service / Platform Engineer with 8 years of experience managing, configuring, and supporting large-scale service platforms in enterprise and cloud environments. Strong expertise in ITSM-aligned service delivery, platform administration, API-based integrations, and end-to-end lifecycle ownership, from requirements analysis and configuration through go-live and post-production stabilization. Proven success translating business requirements into reliable technical solutions, improving service continuity, securing platforms through role-based access controls, and driving operational efficiency across distributed teams and integrated enterprise systems.

Experiência Profissional

• Senior Service Platform Administrator / Service En - Appian (11/2023 a 2/2026)

  Engineered and administered ITSM-aligned service workflows, request-management processes, and integrated operational platforms supporting 43,700 enterprise users.
  Configured and maintained incident, change, request, and SLA-driven workflows that aligned business operations with reliable fulfillment, escalation, and service continuity requirements.
  Built and supported API-driven integrations using REST and SOAP patterns to connect service management workflows with enterprise platforms, reporting layers, and downstream operational systems.
  Managed service lifecycles and platform operations across 2.14M monthly workflow and request actions while maintaining strong consistency and audit-ready behavior.
  Executed integration, ATP, and UAT validation across cross-system workflows to ensure provisioning logic, API responses, and service interactions were production-ready before release.
  Led troubleshooting of complex service activation, request fulfillment, and post-release issues, reducing stabilization effort by 27.8 across high-priority delivery windows.
  Supported cutover, go-live, and post-production stabilization for 14 major releases while preserving service continuity and platform readiness.
  Automated operational checks, validation routines, and support diagnostics with Python and Bash, reducing manual verification work by 31.6 across recurring service operations.
  Produced and maintained functional designs, integration documents, test evidence, and runbooks that improved long-term supportability and cross-team traceability.
  Mentored 4 engineers and service contributors on workflow design, platform administration, API troubleshooting, and sustainable service-delivery practices.

• Senior Service Platform Administrator / Service En - Procore (4/2020 a 9/2023)

  Designed and administered service workflows, support processes, and integrated operational platforms supporting construction software, reporting systems, and project-facing workflow environments.
  Configured and supported incident, change, and request-management flows for 24,300 users across project, reporting, and field-to-office operational workflows.
  Built and maintained API-driven integrations that connected service requests, operational events, and downstream systems through REST and SOAP-based service interactions.
  Executed integration testing, acceptance testing, and release-readiness validation to ensure workflow behavior, data handoff, and cross-system interoperability remained stable before production rollout.
  Coordinated service interactions across 8 workflow touchpoints to improve request visibility, reporting continuity, and operational alignment between field and office teams.
  Troubleshot service-delivery, activation, and post-release issues across Linux-based and cloud-hosted systems, reducing service-recovery time by 29.1 across high-priority incidents.
  Supported cutover, go-live, and post-production stabilization across 12 major releases while maintaining strong service continuity and operational readiness.
  Automated log checks, validation scripts, and support routines with Python and Bash, reducing recurring manual support effort by 26.4 across delivery cycles.
  Produced functional documentation, architecture notes, integration specs, and operational runbooks for engineering, QA, support, and business stakeholders.
  Mentored 5 engineers and service contributors on testing discipline, workflow administration, API troubleshooting, and service-operations best practices.

• Service Platform Administrator / Support Engineer - Braze (11/2017 a 2/2020)

  Maintained and supported service-delivery workflows, operational support processes, and platform administration tasks for customer engagement systems and event-driven internal tooling.
  Managed platform-support and incident-related workflows supporting 1.63M monthly user events across engagement, reporting, and internal operational systems.
  Assisted with incident, request, and service-support coordination through API-connected operational tooling, structured escalation paths, and repeatable runbook-driven processes.
  Supported service validation, release readiness, and integration testing across 6 internal modules requiring predictable coordination between APIs, background jobs, and support operations.
  Troubleshooting API, logging, and runtime issues across Linux-based services and internal integrations, reducing issue-resolution time by 28.6 across event-heavy operational scenarios.
  Automated operational checks, test-support routines, and environment validation with Python and Bash, reducing repetitive manual work by 22.4 across support workflows.
  Contributed to 10 major service and platform improvements while strengthening release readiness, operational visibility, and supportability.
  Documented procedures, configurations, integration behaviors, and test outcomes to improve onboarding and long-term platform stability.

Formação Acadêmica

• Superior (1/2026 a 1/2026)

  Computer Science - University College Dublin

• Superior (9/2013 a 8/2017)

  Computer Science - University College Dublin