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Selected work

Engagements, not fluff.

Anonymized work samples showing the type of ServiceNow problems SNFlows is built to solve.

SPM Implementation -- Idea to Execution

Delivered a full Strategic Portfolio Management implementation covering Idea, Demand, and Project modules for a federally contracted higher education institution. Built the intake and approval workflows, portfolio visibility dashboards, and process documentation from the ground up.

SPMFlow DesignerService PortalStakeholder Workspaces
  • End-to-end portfolio visibility from idea capture through project execution
  • Automated intake routing and approval workflows across department stakeholders
  • Delivered on a federal contract timeline with zero scope rollover

ITSM Overhaul with Multi-System Integration

Comprehensive ITSM buildout including Employee Center, Service Portal customization, and a Slack integration for real-time incident notifications and updates. Connected ServiceNow to multiple third-party systems via REST API for bi-directional data sync.

ITSMEmployee CenterService PortalSlack IntegrationREST APIFlow Designer
  • Slack-to-ServiceNow incident creation and update loop, reducing context switching for engineering teams
  • Unified employee self-service experience across IT and HR request types
  • 10+ third-party system connections managed through a single integration layer

Unauthorized Change Detection -- Scoped Application

Designed and built a scoped ServiceNow application to detect and surface unauthorized CMDB changes in real time. The application automated the identification of changes made outside the approved change management process, routing violations to the appropriate teams for review and remediation.

Scoped App DevelopmentCMDBChange ManagementFlow DesignerBusiness Rules
  • Automated detection of out-of-process CMDB modifications with zero manual audit overhead
  • Structured violation routing and escalation built into existing change workflows
  • Delivered in coordination with the client platform team, recognized for quality above engagement scope

OMT Platform Remediation

Mobilized into a high-complexity remediation engagement with 72 hours notice. Assessed a compromised legacy OSS data model, mapped critical billing middleware dependencies, and delivered a working prototype within the first sprint. Scope included OMT, TNI, FINS, and TSM modules.

OMTTNIFINSTSMFlow DesignerLegacy OSS Integration
  • Rapid environment assessment and risk documentation delivered in first week
  • Billing middleware dependency mapped and documented for downstream remediation planning
  • Working prototype demonstrated within 30 days of mobilization

Train-the-Trainer -- ITSM and CMDB

Delivered a structured train-the-trainer program covering Incident Management, Major Incident Management, Problem Management, CMDB, and Knowledge Management. Facilitated live sessions and produced materials-only deliverables for async distribution across the trust's internal training team.

ITSMMajor Incident ManagementCMDBKnowledge ManagementService Portal
  • Live training sessions delivered to internal trainers across two structured cohorts
  • Complete training materials package handed off for ongoing internal use
  • MIM plugin licensing blocker identified and escalated pre-delivery, preventing a post-go-live gap