*Worked as a ServiceNow Technical Consultant, assisting with the ServiceNow platform configuration and development based on functional specifications gathered through other processes *Performed duties that include application customizations in ServiceNow for the IT Service Management (ITSM), IT Business Management (ITBM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM) and Project Portfolio Management (PPM) modules *Worked with technical teams on customer engagements to gather requirements *Identified solutions for business process problems and assisted in solution design *Handled critical impact incidents affecting strategic clients in Panama, Colombia, El Salvador, Chile, Argentina, and Brazil