Mikias H.

Committed to refining business processes by leveraging innovative platform capabilities and integrations. A highly motivated and detail-oriented ServiceNow Developer with hands-on experience in building, configuring, and optimizing ServiceNow solutions to automate workflows, improve IT operations, and enhance user experience. I specialize in ITSM, CSM, and HRSD, and bring practical expertise in customizing core modules, streamlining workflows, and integrating tools like Twilio to enable seamless, omni-channel service delivery. ✅ What I Bring to the Table: • End-to-end configuration of ITSM modules (Incident, Request, Change) • End-to-end configuration of ITOM modules (Event Management, Alert Correlation...) • Custom Service Portals and Workspace UI development • Strong scripting in Client Scripts, Business Rules, and UI Policies • Scoped App Development • Workflow automation via Flow Designer • REST API development and CTI/IVR integration with Twilio • Configuration of CMDB, SLAs, and performance metrics • Support for testing, user training, and documentation 🎓 Certifications: ✅ ServiceNow Certified System Administrator (CSA) ✅ Micro-Certification - Platform Analytics 💼 My Approach: I don’t just build — I help teams optimize business processes, improve visibility, and enhance user experience through tailored ServiceNow solutions. I’m a fast learner, clear communicator, and committed to delivering work that’s aligned with long-term goals. Let’s work together to unlock the full potential of the ServiceNow platform.