Misgana D.

A ServiceNow Solutions Engineer with 8+ years in IT and 5+ years dedicated to ServiceNow®, I help enterprises and government agencies simplify complex workflows into scalable, AI-powered solutions that cut costs and improve performance. While I specialize in ITSM, CSM, and Source-to-Pay (S2P), my expertise extends across the wider ServiceNow® ecosystem. I have delivered solutions in areas such as: • HR Service Delivery (employee onboarding, case management, portals) • Integrated Risk Management (IRM/GRC) (compliance automation, policy management, risk reporting) • IT Operations Management (ITOM) (discovery, service mapping, event management) • Application Development (scoped apps, App Engine Studio, Creator workflows) • AI & Automation (Now Assist, Virtual Agent, Agent Assist, Flow Designer, ATF) • Integrations (REST/SOAP APIs, CTI/IVR with Twilio, third-party business apps) This breadth ensures I can support end-to-end ServiceNow® programs, from IT and risk to HR and procurement, and tailor solutions to your unique business needs. ________________________________________ ✅ How You Benefit When We Work Together • Faster delivery with end-to-end implementations across multiple ServiceNow® domains • Improved adoption through custom portals, workspaces, and user-focused experiences • Future-ready systems with extensible automation and scoped app development • Smarter operations powered by AI Search, Now Assist, Virtual Agent, AI Agent • Integration of ServiceNow® with your existing business systems for seamless workflows • Peace of mind from UAT support, documentation, training, and process optimization ________________________________________ ⚙️ ServiceNow® AI Agent Development, Training & Consultation With ServiceNow’s latest AI capabilities, including AI Agent, Now Assist, and AI Search, I help organizations transform their ServiceNow platform into an intelligent, self-learning system that enhances user experience, speeds up resolution, and reduces operational costs. Whether you’re just starting your AI journey or looking to scale existing automation, I offer: AI Agent Development & Implementation • Design, build, and deploy AI Agents for different use cases • Configure and fine-tune Agent actions, intent recognition, and decision flows • Integrate AI Agents with Virtual Agent, Flow Designer, and Now Assist • Customize and extend AI behavior through ServiceNow AI Agent Studio AI-Powered Workflow Optimization • Enhance existing workflows • Automate repetitive tasks through contextual AI-driven actions • Enable smarter decision-making with recommendations and conversational insights AI Agent Training & Enablement • Tailored workshops on AI Agent setup, configuration, and integration • End-to-end enablement for ServiceNow admins, developers, and business analysts • Hands-on exercises for building and maintaining intelligent workflows AI Strategy & Consultation • Evaluate current ServiceNow maturity and identify AI-readiness opportunities • Develop a roadmap for AI adoption • Align AI capabilities with measurable business goals and ROI targets ________________________________________ 📚 ServiceNow® Training & Enablement Alongside consulting and development, I provide custom ServiceNow® training for: • New employees onboarding to the platform • Teams learning specific applications like ITSM, HRSD, CSM, IRM, or S2P • Professionals new to ServiceNow® who want strong fundamentals • Organizations seeking advanced sessions on automation, ATF, integrations, or Virtual Agent Training is available in live sessions (remote or onsite) or blended formats. Each session includes interactive labs, Q&A, and practical exercises so participants gain lasting skills and confidence. I have trained 30+ professionals across sectors, helping teams achieve adoption faster and boosting overall productivity. ________________________________________ 🎓 Certifications You Can Rely On • ServiceNow® Certified System Administrator • Certified Implementation Specialist – ITSM • Suite Certification – Now Assist for ITSM Pro Plus Suite • AI Agent – Delivery Accreditation • Now Assist Executive • Now Assist for Creator – Implementation Delivery Accreditation • Salesforce Administrator You can view all my ServiceNow® certifications in the Certifications section of my Upwork profile. ________________________________________ 💼 Why Clients Choose Me I don’t just deliver technical solutions. I help you align ServiceNow’s broad capabilities with your business goals, ensuring measurable ROI, reduced costs, and higher adoption across the enterprise. ________________________________________ Let’s collaborate to unlock the full potential of ServiceNow®, across IT, HR, Risk, Procurement, and beyond, with AI, automation, and proven expertise.