Senior ServiceNow developer at Cognizant. 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). Years spanning development, administration, team management, and cross-functional stakeholder work give a broad view of platform risk and governance.
Designed and built custom ServiceNow applications, business rules, client scripts, and Service Catalog items at scale. Built IntegrationHub spokes and Flow Designer automation connecting ServiceNow to external systems via REST-based integrations across enterprise toolchains. Owned full upgrade cycle planning and execution across platform versions. Drove cross-functional requirement gathering across global stakeholders in an Agile/Scrum environment.
Led multi-team operations across Vodafone and L'Oréal 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 Leadership - P&L / OPPL Ownership - ITIL - Operations Management - KPI Tracking & Reporting - Workforce Forecasting - Process Automation - Stakeholder Management - Business Development - Data Analysis - Excel (Advanced) - ISO/IEC 27001 - Jira - Confluence
Apr 2018 - Aug 2019
Product Support Engineer
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 Support - Root Cause Analysis - Troubleshooting - Knowledge Management - ITIL
Aug 2016 - Aug 2019
Technical Support Advisor - 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 Support - Apple ID & Account Recovery - Device Recovery & Unlock - Team Training - Troubleshooting - SLA / Quality
2014
IT Internship - OPTIMIZER
Porto, Portugal
Hands-on Linux server administration, network configuration, and helpdesk operations. First exposure to real infrastructure - and the beginning of a habit of wanting to understand how everything works at every layer.
Linux - Networking - IT Infrastructure - Server Administration