Senior ServiceNow Consultant — ITSM-first delivery: Flow Designer, ACL security, SecOps & Agentic AI. Custom apps + complex OOTB done right. CSA, CIS-ITSM. EU time or any time.

I’m a Senior ServiceNow Consultant and full-stack engineer focused on ITSM and secure, scalable platform builds. I help teams turn messy processes into reliable workflows that ship fast, survive upgrades, and are simple to maintain.

What I do (ServiceNow-first):

ITSM: Incident, Problem, Change, Request/Catalog, SLAs, CMDB hygiene, Agent Workspace, Performance Analytics.

Automation: Flow Designer & IntegrationHub (spokes, REST/SOAP/webhooks, retries/idempotency, observability).

Security & Governance: ACL models, data policies, scoped apps, update-set hygiene, review gates, domain separation patterns.

SecOps: intake, enrichment, playbooks in Flow Designer, threat/vuln integrations, process tuning.

Agentic AI (Now Assist/GenAI): use-case discovery, prompt/guardrail design, RAG/connectors, AI actions, measurable adoption.

Custom Apps (App Engine Studio): clean architecture, Script Includes/Glide API, Business Rules, Client Scripts, UI Policies/Actions, extensible data models, ATF.

OOTB done right: advanced configuration of complex features without breaking upgradability; upgrade planning & remediation.

Administration: roles/groups, MID Servers, instance hardening, data loads/transforms, housekeeping, monitoring.

How I work:

Start with outcomes → map processes → design artifacts (ERDs, flow maps, ACL matrices) → implement with guardrails.

Performance mindset (query tuning, indexing, async patterns), strong documentation & knowledge transfer.

Clear acceptance criteria, automated tests where sensible, and pragmatic change-control.

Certifications:

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist — ITSM (CIS-ITSM)

Several micro-certs (Flow Designer/IntegrationHub, App Engine, Performance Analytics, etc.)

I’m comfortable collaborating with product owners, security, and operations to deliver audited, supportable solutions.
Remote collaboration EU time or any time. English/Spanish.

If you need dependable ITSM workflows, robust Flow Designer automations, hardened ACLs, SecOps playbooks, agentic AI features, or upgrade-safe custom apps, let’s talk.

Work Terms

Work Terms (≤2000 chars)

Availability & comms

Remote; EU time or any time. Typical response within 1–4 business hours.

Meetings via Google Meet/Zoom/Teams; daily/weekly cadence as needed.

Async-first updates with progress notes and next actions.

Engagement model

Fixed-price (milestones) or hourly, depending on scope.

We begin with a short discovery to confirm requirements, risks, and acceptance criteria.

Deliverables usually include: design docs (ERDs/flows/ACL matrix), configuration/script inventory, test notes/ATF suites, and handover guide.

Security & access

Least-privilege access; separate dev/test/prod with change control.

Code review gates, update-set hygiene, naming conventions, and auditability.

Comfortable with NDAs and vendor security reviews.

Quality & warranty

Performance and upgrade safety are priorities (indexing, async patterns, OOTB alignment).

30-day bug-fix warranty on delivered scope (non-breaking changes).

Change requests beyond agreed scope follow a simple CR process.

Payments & invoicing

Guru SafePay (preferred). Invoices per milestone or weekly (hourly).

Work starts after initial funding of the first milestone; IP transfers on full payment.

IP & documentation

You own the work product upon payment.

I provide clear handover docs and, where appropriate, ATF/test cases.

Tooling

ServiceNow (Studio, AES, Flow Designer, IntegrationHub, PA, SecOps).

Version control where applicable; lightweight CI suggestions for update-set handling.

Let’s scope a small, high-impact deliverable first and build momentum from there.