Rowell Jr Villota

• Serve as technical lead for a team of ~30 members spanning DevOps and multiple concurrent ServiceNow projects,
enforcing upgrade-safe configuration standards and technical quality across all build activities.
• Lead ServiceNow instance upgrades end-to-end, from planning and impact assessment through execution and post
upgrade validation.
• Conduct peer review of all custom configurations, assessing out-of-the-box alternatives to eliminate unnecessary
customization and preserve an upgrade-safe architecture.
• Serve as Integration Lead, designing and delivering Scripted REST APIs, REST Message, Data Source integrations,
Flow, and Service Graph Connector (JAMF, Meraki, SCCM etc.) configurations across instances.
• Built a custom Password Manager application on ServiceNow using Claude Code and the Now SDK, gaining hands-on
experience extending the platform with generative-AI-assisted development.
• Facilitate onboarding/training sessions for new joiners, covering scripting fundamentals (Business Rules, Script
Include), basic navigation, and ServiceNow fundamentals.

• Developed and configured custom applications using Workflows, Flows, Business Rules, Script Includes, UI Policies,
and Client Scripts.
• Applied strong knowledge of ServiceNow data modeling tables, fields, and relationships to support custom builds.
• Designed and developed custom reports, dashboards, and scorecards.
• Delivered within Agile/Scrum development methodology.
• Collaborated with stakeholders, end-users, and cross-functional teams using strong written and verbal communication.

• Built an automation tool that reduced manual tagging processing time by 95%, from 10 hours to 15-30 minutes.
• Monitored ARCMs (Activity, Risk, Control, Monitor) on a monthly, quarterly, and annual basis.
• Gathered ARCM data by coordinating directly with assessment unit owners.

• Developed Service Catalog items with custom workflows, flows, catalog UI policies, catalog client scripts, criteria,
variables, and variable sets.
• Partnered with business users, process owners, and IT teams to translate requirements into Service Catalog solutions.
• Managed change requests end-to-end — impact analysis, scheduling, and change review meetings.
• Evaluated and approved 70+ change requests daily against the global change management checklist.
• Resolved incidents assigned to the team.