Lois Idris

Serve as a senior ServiceNow consultant for enterprise HRSD, ITSM, CMDB, ITAM, and GRC in a regulated aerospace environment. Build and extend HRSD workflows, manage HAM/SAM Pro capabilities for asset lifecycles, and improve CMDB governance by fixing identification and relationship rules. Implement integrations using REST/SOAP, LDAP, and JSON, and support ITOM discovery, service mapping, and event management with MID Server and infrastructure integrations.

Developed SQL queries, joins, views, stored procedures, and ETL pipelines to support sales, finance, and IT reporting. Built KPIs related to software asset lifecycle tracking and improved data quality by cleansing duplicates and inconsistencies. Optimized query performance and supported testing and deployment of database changes across development, test, and production environments.

Administered and configured ServiceNow for healthcare ITSM, including form customization, access control, and incident tracking improvements. Defined incident SLAs and built reporting for operational visibility into priorities and assignment group workloads. Managed data structures and imports using ServiceNow mechanisms to keep records consistent and reduce duplicates, while performing routine administration and troubleshooting.

Developed ServiceNow server-side scripts and scoped application components to support internal business processes. Implemented REST API integrations for reliable data exchange with external enterprise systems, including authentication and error handling. Built platform automation using ServiceNow workflows and background processing, and supported testing and deployment validation via ATF and update set reviews.

Implemented and enhanced ServiceNow CMDB at a global retailer, managing configuration items, CI relationships, and data governance practices. Delivered Common Service Data Model (CSDM) alignment and configured identification and reconciliation to reduce duplicates. Developed integrations with REST/SOAP-based exchanges and automated CMDB maintenance using server-side JavaScript components and ServiceNow data transformation patterns.

Engineered ServiceNow integrations connecting HR, asset, and customer systems using REST/SOAP, IntegrationHub, and MID Server. Designed data synchronization flows between ServiceNow instances and external enterprise apps with validation and exception handling. Integrated Jira for issue and status synchronization, and implemented Microsoft SCOM and SolarWinds event ingestion to improve operational visibility and troubleshooting.