ServiceNow
- ITSM design and implementation. incident, problem, change, and request management process design within ServiceNow, aligned to ITIL best practice
- Service catalogue design. building and governing service catalogues including catalogue items, workflows, approvals, and fulfilment processes
- JIRA integration. ITSM integration between ServiceNow and Atlassian JIRA for cross-platform incident and issue tracking
- Maximo integration. bidirectional integration between ServiceNow and IBM Maximo for asset and work order management
- CMDB integration using CI Sync. configuration item synchronisation between ServiceNow and source systems to maintain an accurate CMDB
- Transform maps. design and configuration of transform maps for data import, migration, and synchronisation between ServiceNow and external systems
- ServiceNow Governance Board. chaired the ServiceNow Technical Design Authority and Governance Board at the NTA, overseeing platform standards, enhancements, and integration decisions