Genevieve Gabrielle Orozco

(US Citizen)
Certified Senior ServiceNow Developer
[email protected] | (689) 215-7958

Professional Duties:

• Implemented and managed ITSM processes (Incident, Problem, Change, Configuration & Asset Management,
Service Catalog, Service Portal) following ITIL v4 guidelines. Streamlined service delivery through automation of
workflows within the Service Catalog.
• Ensured data integrity and accuracy within the CMDB through prioritization, audits, and policy adherence. Improved
IT infrastructure visibility through ServiceNow Discovery and Service Mapping.
• Leveraged ServiceNow Performance Analytics to identify bottlenecks and optimize system health.
• Implemented effective IT Asset Management (ITAM) strategies using HAM, SAM, and CSDM models. Maintained
data normalization for accurate asset lifecycle tracking and reporting.
• Enhanced employee experience by implementing Case & Knowledge Management solutions. Utilized ServiceNow
Performance Analytics to track key metrics and improve HR service delivery (HRSD).
• Extensive hands-on experience with ServiceNow Security Operations (SecOps), including Security Incident
Response, Vulnerability Response, Threat Intelligence, and Configuration Compliance modules.
• I am well-versed in software development lifecycle (SDLC) processes, Agile, and Test-Driven Development
methodologies.
• Defined, configured, and monitored Service Level Agreements (SLAs) within ServiceNow to ensure service providers
meet agreed-upon performance metrics. Generated SLA reports to track adherence and identify areas for improvement
in service delivery.
• Installed, configured, and maintained ServiceNow MID Servers for bi-directional communication between
ServiceNow and external systems. Monitored MID Server health and performance to ensure seamless data exchange.
• Integrated ServiceNow with System Center Configuration Manager (SCCM) to streamline asset management and
configuration tasks. Utilized SCCM data within ServiceNow to enhance CMDB accuracy and automate asset lifecycle
processes.
• Experienced in implementing ServiceNow solutions with certifications in Sys Admin and ITSM, applying object-
oriented software principles for effective solutions.
• Participated in the development and implementation of ServiceNow workflows for efficient incident response
management. Utilized ServiceNow to track and manage incident resolution processes, ensuring timely restoration of
services.

Education and Certifications

• Bachelor’s Degree in Computer Science | Western Governors University
• CSA - Certified System Administrator
• Certified Application Developer (CAD)
• ITIL - Information Technology Infrastructure Libra
• ServiceNow Certified Implementation Specialist (CIS-HRSD)
 Professional Experience

Sr. ServiceNow Developer / Lead

Lucayan Technology Solutions LLC| Oct 2023 – April 2025

Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem,
Knowledge, and Service Catalog, (ITSM) in ServiceNow.

Responsibilities

• Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI
Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists.
Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities.
• Experience with ServiceNow application development according to client’s requirements, custom application
development &configuration, ServiceNow enhancement, scripting (JavaScript, Glide Script, Apache Jelly),
Business rules, Script includes, client scripts, Glide Ajax, scripted web services for integrations.
• Designing and implementing Access Control Lists (ACLs) to regulate user access and permissions within
ServiceNow applications, ensuring data security and compliance.
• Developed application modules including forms, workflows, and automation using ServiceNow App
Engine.
• Configured data models and access controls to manage employee information securely. Also integrated
the onboarding application with existing HR systems via REST APIs.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing,
and training projects for multiple, diverse organizations.
• Implemented and maintained IT Asset Management (ITAM) processes and procedures within ServiceNow,
ensuring accurate tracking, management, and optimization of IT assets throughout their lifecycle.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business
processes.
• Implement and manage the Integrated Risk Management (IRM) framework to streamline risk identification,
assessment, and mitigation processes. Also, developed and maintained risk management policies, procedures,
and guidelines in alignment with industry standards and regulatory requirements.
• Implement and manage the Common Service Data Model (CSDM) across ServiceNow, ensuring accurate
mapping, data integrity, and integration with IT and business processes. Provide training, audits, and
continuous improvement to optimize service data management and alignment with industry standards.
• I've spearheaded the development and optimization of Service Management Processes, including Incident,
Problem, Change, and Event Management, aligning them with organizational objectives and driving
continuous improvement initiatives.
• I analyze business processes and translate them into automated workflows using Flow Designer. This involves
defining triggers, actions, conditions, and loops to achieve the desired outcome.
• Developed robust integrations between ServiceNow and external systems (AWS, Workday, etc.) using
REST/SOAP APIs, JSON, and XML for seamless data exchange.
• Utilized REST API Explorer to effectively troubleshoot and debug API integrations, ensuring smooth data
flow.
• Developed and maintained ServiceNow GRC (Governance, Risk, and Compliance) applications, ensuring
seamless integration with existing systems and processes to support regulatory compliance and risk
management initiatives.
• Enhanced ServiceNow functionality by implementing Single Sign-On (SSO) with Active Directory (AD),
Azure AD, or LDAP for secure user authentication.
• Design efficient and scalable custom applications using ServiceNow's configuration tools and scripting
languages (Glide, UI Script).
• Develop custom workflows, forms, UI pages, and business rules to automate processes and improve user
experience.
• Developed custom scripts and modules within ServiceNow to support DevOps practices and improve system
reliability.
• Collaborated with IT teams to establish ITOM best practices and foster a culture of continuous improvement.
• Develop AI models to automatically categorize, prioritize, and resolve incoming tickets.
• Integrated security tools and platforms (e.g., SIEM, vulnerability scanners) with ServiceNow SecOps to
centralize monitoring and streamline incident correlation and response.
• Implement self-service solutions using Virtual Agent and NLU to handle common issues.

Senior ServiceNow Developer

Capgemini| April 2021 – Sep 2023

Gained extensive experience in managing complex ServiceNow implementations, reinforcing my ability to deliver
high-quality solutions and adapt to evolving technology trends.

Responsibilities

• Implemented full-scale HR Case Management including COEs, HR Services, HR Topics, and Templates.
• Designed and configured the Employee Service Center (ESC) with branding, announcements, and topic pages.
• Developed and maintained Lifecycle Events like Onboarding, Offboarding, Parental Leave, and Relocation.
• Integrated Workday with ServiceNow HRSD to auto-sync employee records and job changes.
• Built and customized HR Playbooks to standardize employee journeys and improve case tracking.
• Created advanced HR Catalog Items using Record Producers, Variables, and Flow Designer.
• Configured and managed Employee Document Management for secure handling of HR files.
• Developed complex workflows for HR Services including multi-level approvals and conditional logic.
• Defined role-based security using Access Control Rules (ACLs) to protect HR data.
• Created custom dashboards and Performance Analytics reports for HR case SLA tracking.
• Automated notifications and reminders using notification templates and email scripts.
• Created knowledge base articles and linked them with relevant HR Services for case deflection.
• Implemented surveys and feedback mechanisms post-case resolution using the Survey Designer.
• Involved in HRSD implementation project phases including planning, development, UAT, and deployment.
• Migrated HR configurations and data using Update Sets and ATF for automated testing.
• Worked closely with HR stakeholders to gather requirements and optimize service delivery.
• Customized HR Forms and UI Policies to simplify user experience for employees and HR agents.
• Ensured compliance with local data privacy laws by configuring Data Retention and Deletion policies.
• Supported incident and enhancement requests for HRSD modules and provided post-go-live support.
• Trained HR agents and end-users on new functionalities and changes rolled out in HRSD.

ServiceNow Developer & Engineer

Inside Idea LLC | Apr 2019 – Feb 2021

Gained extensive experience in managing complex ServiceNow implementations, reinforcing my ability to deliver
high-quality solutions and adapt to evolving technology trends.

Responsibilities
• Lead and mentor team members by fostering collaboration and providing guidance on ServiceNow best
practices. Monitored team performance, set clear goals, and drive timely project delivery.
• Lead in the deployment and configuration of ServiceNow modules, including incident, problem, and change
management, to support IT service management processes.
• Managed development tasks, ensuring timely delivery of ServiceNow enhancements and customizations,
collaborated with cross-functional teams to address technical issues, perform root cause analysis.
• Proficient in Agile methodologies, including Scrum and Kanban, for managing ServiceNow development
projects. Skilled in breaking down complex tasks into manageable sprints for iterative progress.
• Experienced in leading daily stand-ups, sprint planning, and retrospective meetings to drive project success.
• Optimized ITSM processes, focusing on incident and change management to enhance operational efficiency and
delivery. Streamlined communication for incident resolution tracking and reporting.
• Implemented automated workflows for reducing manual intervention and improving response times, configured
auto approval rules and notifications, to ensure compliance with ITIL standards.
• Designed and implemented tailored ServiceNow ITOM solutions, incorporating Service Mapping, MID Server
configurations, and Discovery for seamless automation and accurate CMDB updates, including custom
integrations with external ITOM tools.
• Developed, validated, and maintained integrations using REST/SOAP APIs, including custom integrations with
Workday and Jira for streamlined data exchange.
• Deep expertise in ITBM and SPM in ServiceNow, facilitating efficient project and portfolio management.
• Strong understanding of IT asset management, focusing on hardware and software relationships within the
CMDB. Skilled in managing IT asset lifecycles and their impact on service delivery.
• Successfully implemented and managed ServiceNow SAM solutions to optimize software asset utilization and
compliance, conducted software audits, reconciled software licenses, and identified cost-saving opportunities.
• Worked closely with IT teams and business stakeholders to ensure accurate software asset data and reporting.
• Developed strategies to reduce software license costs and improve overall software asset management practices,
mitigated risks associated with software license non-compliance and optimized IT investments.
• Extensive experience in crafting complex SCCM queries to extract valuable insights into software usage and
compliance. My expertise in SCCM allowed me to effectively monitor software deployments, updates, and
license utilization across the organization.
• Worked with ServiceNow as a comprehensive asset management platform, proficient in using IT Discovery
tools to automate asset discovery and inventory.
• My experience with MS SQL and MS Power BI allowed me to analyze asset data and generate insightful reports.
• My understanding of asset management databases and tools enables me to effectively manage software assets
and optimize IT operations.
• Participated in user acceptance testing (UAT), gathering feedback and making necessary adjustments to ensure the
ServiceNow platform met user needs and expectations.
• Automated risk assessment processes within the GRC module, enabling consistent evaluation of risks across the
organization and reducing manual intervention.
• Designed and implemented a centralized policy management system within ServiceNow GRC, facilitating the
creation, approval, and dissemination of policies across the organization.
• Established a robust compliance tracking system to monitor adherence to regulatory standards, enabling proactive
management of compliance gaps.
• Integrated audit management functionalities into GRC, streamlining the scheduling, execution, and reporting of
internal and external audits.
• Developed custom GRC dashboards and reports, providing real-time visibility into risk and compliance metrics for
senior management and stakeholders.
• Implemented ServiceNow SecOps to automate and streamline security incident response workflows, reducing the
time to detect, analyze, and resolve threats.
• Integrated threat intelligence feeds into SecOps, enabling real-time threat detection and prioritization based on known
vulnerabilities and attack vectors.
• Developed a comprehensive vulnerability management process within SecOps, facilitating the identification,
prioritization, and remediation of security vulnerabilities across the organization.
• Designed and deployed automated response playbooks within SecOps, ensuring consistent and efficient handling of
security incidents and reducing manual effort.
• Enhanced security posture by correlating security events from multiple sources within SecOps, providing a unified
view of potential threats and their impact on the organization.

ServiceNow Admin / Developer

Cox Automotive Inc.| Feb 2016 – Mar 2019

Achieved significant improvements in operational efficiency, streamlined processes, and enhanced user
satisfaction by optimizing ServiceNow functionalities and integrations.

Responsibilities

• Developed comprehensive end-to-end workflows for various service catalog items, including hardware requests,
software installations, and access provisioning.
• Collaborated with stakeholders to gather requirements, map process flows, and configure forms, notifications,
and task assignments to meet business needs.
• Leveraged Flow Designer to automate intricate workflows, minimizing manual intervention, and designed
approval paths that efficiently routed requests based on department, cost center, and urgency, improving request
fulfillment speed.
• Conducted user acceptance testing (UAT), gathered feedback to ensure user-friendly services, and provided
actionable insights for continuous improvement.
• Created dynamic and responsive Service Portal pages using AngularJS and AJAX, enhancing user interaction and
satisfaction. Implemented Single Sign-On (SSO) to ensure secure authentication.
• Enhanced the integration of GenAI within ServiceNow, including ITSM and HR automation workflows for tasks
like resume screening and interview scheduling. Deployed AI-powered chatbots with natural language
understanding (NLU) to improve customer service.
• Developed custom widgets to display real-time data, such as ticket statuses and service metrics, improving user
experience and operational visibility.
• Developed and implemented custom workflows within ServiceNow's Integrated Risk Management (IRM) module
to streamline risk assessment and mitigation processes.
• Configured risk frameworks and automated policy compliance tasks to enhance governance and regulatory.
• Integrated IRM with third-party applications for real-time risk monitoring and improved decision-making.
• Expertise in automating HR workflows using ServiceNow HRSD for improved employee service delivery.
• Skilled in implementing HR case management, onboarding, and knowledge base solutions, strong experience
with scoped applications, customizing HRSD for unique business needs.
• Integrated HRSD with third-party platforms to enhance data accessibility and process efficiency.
• Automate workflows and optimize deployment pipelines to streamline operations and increase efficiency.
• Utilize analytics tools to drive actionable insights and continuously improve operational performance.
• Experience in implementing and optimizing the Common Service Data Model (CSDM) within ServiceNow. I
have expertise in aligning ITSM processes to enhance service mapping and CMDB accuracy.
• Developed and managed ACLs, SLAs, and OLAs to track and enhance customer service performance.
• Worked closely with cross-functional teams to define domain boundaries, establish access policies, and
implement role-based permissions across the organization.
• Experienced in configuring and deploying Service Graph Connectors to enhance CMDB data accuracy.
• Skilled in automating API requests in Postman to streamline ServiceNow integration processes.
• Configured ITAM workflows to manage IT asset lifecycles, including hardware and software asset management
(HAM, SAM) and license tracking, with automated asset discovery and reconciliation processes.
• Proficient in configuring roles and permissions to ensure proper access control and data security, strong
understanding of best practices for maintaining platform integrity and user accessibility.
• Designed and developed custom dashboards and reports using performance analytics to provide real-time
insights into project health, performance metrics, and key operational indicators.

Salesforce Admin
First American | Apr 2015 – Jan 2016

Shadowed experienced developers and projects lead to gain insights into development processes, problem-solving
techniques, and strategies for effective Sales Force Clouds.

Responsibilities

• Created custom apps and tabs to streamline user navigation and improve productivity.
• Managed territory assignment rules and implemented complex lead routing logic.
• Designed and implemented custom record types and page layouts for different user profiles.
• Used Process Builder and Flows to automate business processes like lead conversion and case resolution.
• Conducted UAT (User Acceptance Testing) and gathered feedback for continuous system improvements.
• Managed Change Management processes using tools like Change Sets and ANT Migration Tool.
• Implemented multi-currency support and customized currency conversion logic for global teams.
• Created and scheduled analytical snapshots to capture daily sales pipeline metrics.
• s
• Maintained Email Deliverability settings and monitored email logs to troubleshoot delivery issues.
• Developed and managed Campaigns for marketing teams, tracking ROI and campaign effectiveness.
• Worked with business stakeholders to define roles, processes, and system behavior improvements.
• Coordinated with QA teams to develop test plans and ensure proper coverage for each release.
• Migrated legacy system data into Salesforce while ensuring data mapping and accuracy.
• Implemented Salesforce Shield for Field Audit Trail and Event Monitoring for compliance.
• Managed Knowledge Base articles and templates for consistent customer service responses.
• Created joined reports and cross-object formula fields to enhance reporting capabilities.
• Assisted in setting up Salesforce Inbox and Gmail integration for Sales team productivity.
• Configured Path and Guidance for Success to support business processes in Lightning Experience.
• Supported monthly and quarterly release upgrades with regression testing and change documentation.

Software Engineer
Soul Labs | Feb 2014 – Mar 2015

Developed a robust understanding of Software core features and , leading to developing custom web applications
for the clients.

Responsibilities

• Designed, developed, and maintained responsive web applications using HTML5, CSS3, JavaScript, and modern
frameworks.
• Built scalable and secure RESTful APIs and backend services using Node.js and Express.
• Integrated third-party APIs and payment gateways to enhance functionality and streamline user experiences.
• Leveraged Git for version control and followed Agile methodologies for efficient collaboration and delivery.
• Developed cross-browser and mobile-compatible websites optimized for performance and SEO best practices.
• Utilized MySQL and MongoDB for data modeling and optimized database queries for improved efficiency.
• Collaborated with UI/UX designers to implement pixel-perfect front-end interfaces using React.js or Vue.js.
• Implemented on-page SEO, schema markup, and page speed enhancements to improve Google search ranking.
• Deployed applications on cloud platforms like AWS and managed CI/CD pipelines using GitHub Actions.
• Utilized Docker and Docker Compose for containerized development environments and smoother deployment.
• Built and maintained microservices architecture for scalable app components and improved modularity.
• Conducted cross-browser and mobile compatibility testing for seamless user experience.
• Integrated CMS platforms like Joomla, Drupal, and headless WordPress for client-managed content control.
• Used Lighthouse and PageSpeed Insights to audit and improve web performance and SEO rankings.
• Developed multilingual websites using i18n and localization libraries to support global user bases.
• Participated in code reviews, peer programming, and internal tech sessions to maintain code quality.
• Deployed applications using Netlify, Vercel, and Firebase Hosting with continuous integration setups.