Curriculum Vitae
Diogo Andrade.
Matosinhos, Porto, Portugal
ServiceNow Sr. Consultant & Platform Developer - ITSM, CSM, HRSD, SPM and enterprise integrations.
A non-linear start taught me resilience early. Self-made, adaptable, and relentless about turning ideas into running software. Ten years from helpdesk to platform engineering, run in parallel with an unstoppable building habit. Guiding rule: if I'm doing something more than twice, I should build a system for it. Building isn't the point. Making everyday work genuinely lighter for companies and the people in them is.
Experience
ServiceNow Sr. ConsultantJan 2025 - Present
Cognizant (remote)
Senior ServiceNow developer on enterprise client engagements. Recent engagement: Playtika (Finance, Compliance and CSM) - built advanced Service Portal widgets and custom pages, implemented complex approval workflows in Flow Designer, and delivered end-to-end ITSM and CSM solutions across Finance, Marketing and IT. Refactored legacy workflows into modern Flow Designer during platform upgrades, ran code reviews for performance and security, and prototyped Virtual Agent / AI-agent and agentic workflows (POC).
ServiceNowFlow DesignerBusiness RulesService PortalREST Integrations (Basic/OAuth/JWT)CSMITSMJavaScript
ServiceNow DeveloperOct 2022 - Feb 2025
Kantar, Hybrid/Remote, Porto
Built custom ServiceNow applications, business rules, client scripts and Service Catalog items at scale across ITSM, CSM and HR Service Delivery - HR case management, lifecycle events (joiners/movers/leavers), employee Journeys and a migration of a custom HR app to out-of-box HRSD. Delivered IntegrationHub spokes and Flow Designer automation with REST integrations (Basic, OAuth, JWT) to Workday, Jira, Maconomy and Coupa, plus SPM demand-intake and portfolio configuration. Owned full upgrade-cycle planning and execution, and drove requirement gathering with global stakeholders in Agile/Scrum.
ServiceNowJavaScriptFlow DesignerIntegrationHubREST APIsAgileScrum
Service Desk Team ManagerAug 2019 - Oct 2022
Fujitsu, Portugal
Led multi-team operations across Vodafone and L'Oreal accounts - Tech L1/L2, Process Controllers, and Remote Infrastructure Management. Stepped up as acting Operations Manager (full OPPL ownership) during senior management absence. Built Excel-based workforce forecasting tools using Erlang formulas, saving significant manual planning overhead. Presented service capabilities to prospective clients and drove continuous improvement through data-led insights across a 60+ FTE function.
Team LeadershipITILOperations ManagementKPI TrackingWorkforce ForecastingISO/IEC 27001
Product Support EngineerApr 2018 - Aug 2019
Fujitsu, Portugal
Advanced L2/L3 technical support for enterprise products. Performed deep root cause analysis on recurring incidents, authored knowledge base articles adopted across the team, and partnered with engineering to track defects from triage through to resolution.
L2/L3 SupportRoot Cause AnalysisKnowledge ManagementITIL
Technical Support AdvisorAug 2016 - Aug 2019
Apple, Braga, Portugal
Front-line and escalated support for Apple customers - account support, Apple ID account recovery, device recovery and device unlock. Delivered team training and consistently met quality and SLA targets.
Customer SupportApple ID / Account RecoveryDevice Recovery / UnlockTeam TrainingTroubleshooting
IT Internship2014
OPTIMIZER, Porto, Portugal
Hands-on Linux server administration, network configuration, and helpdesk operations. First exposure to real infrastructure - the beginning of a habit of wanting to understand how everything works at every layer.
LinuxNetworkingServer Administration
Selected builds
- Market-intelligence platform. PT property and used-car deal-finding over ~227k live listings; valuation, rental yield, demand velocity, import arbitrage.
- Self-healing scraping fleet. Tailscale-meshed nodes across countries, claim-queue, per-source anti-bot recovery.
- 29-channel video factory. n8n + Remotion + GPU TTS, publishing daily.
- Ralph. Telegram AI assistant running a 30-service homelab (LLM-driven, self-hosted).
- d1060. A Maps URL becomes a deployed site with DNS and email in under 3 minutes.
Skills
Development & Automation
TypeScript, Node, Python, React, Astro, n8n
AI / LLM Engineering
LLM APIs, Gemini, Ollama, prompt engineering, agent design
Infrastructure & DevOps
Linux, Docker, Proxmox, Cloudflare Tunnels, Tailscale
Data & Platforms
PostgreSQL, SQLite, Odoo, Nextcloud
ServiceNow
Service Portal, Flow Designer, Business Rules, CSM, ITSM, HRSD, SPM, Virtual Agent / AI · Integrations: REST (Basic/OAuth/JWT), IntegrationHub, Workday, Maconomy, Coupa, UiPath RPA
Leadership
Led 60+ FTE, P&L / OPPL ownership, KPIs, workforce forecasting (Erlang), stakeholder management
Certifications
Earned: CSA, CIS-SPM. In progress: CAD, CIS-ITSM, Data Foundations.
Personal
Helps build and run GPVPT, a community association. Ex-beatboxer, recent guitar returnee. Lives with six cats and a mini pinscher on the Atlantic coast.