Juan Zuluaga

About Juan Zuluaga

I am a ServiceNow Architect and Senior Developer with over 13 years of IT experience, including 11+ years of hands-on expertise in ServiceNow across diverse modules such as ITSM, ITOM, HRSD, GRC/IRM, CSM, ITBM/SPM, HAM/SAM, Discovery, Service Mapping, and CMDB.I specialize in end-to-end ServiceNow implementations — from solution design and architecture to development, integrations, and optimization. My focus is on delivering scalable, high-performing ServiceNow solutions that enhance automation, improve user experience, and align with ITIL and enterprise governance standards.I bring extensive experience in architecting ITOM solutions, optimizing CMDB and CSDM frameworks, and implementing Discovery and Service Mapping for complete visibility. I’ve also led projects integrating ServiceNow with third-party tools (via REST/SOAP APIs, IntegrationHub, and MID Servers) and deploying Performance Analytics dashboards for real-time insights.I’ve been working with Generative AI and Virtual Agent enhancements within ServiceNow, leveraging AI Search, NLU, ChatGPT integrations, and conversational workflows to automate support interactions and deliver intelligent self-service experiences.As a certified ServiceNow expert with strong leadership experience, I take pride in bridging technical design and business strategy — driving successful platform adoption, governance, and innovation across the enterprise.Core CompetenciesModules: ITSM, ITOM (Discovery, Service Mapping, Event Management), HRSD, GRC/IRM, CSM, ITBM/SPM, HAM/SAMEmerging Tech: GenAI, Virtual Agent, AI Search, NLU, and ChatGPT-based automationsTechnical Skills: JavaScript, Glide API, Flow Designer, IntegrationHub, UI Builder, REST/SOAP APIsPlatform Expertise: CMDB design, CSDM alignment, Discovery optimization, Performance AnalyticsLeadership: Solution architecture, stakeholder management, Agile delivery, technical mentoringI am a U.S. Citizen, currently available for fully remote opportunities where I can bring strong value, leadership, and hands-on expertise to help organizations maximize their investment in ServiceNow

Experience

1. Sr Servicenow Developer

   U.S. Bank

   May 2025 — Present

   Designed and implemented end-to-end dispute lifecycle including intake, categorization, prioritization, investigation, resolution, and closure*Ensured all portal designs were responsive, providing optimal usability across various devices including desktops, tablets, and smartphones.* Created and integrated custom widgets to meet specific business requirements, enhancing portal functionality.* Streamlined self-service capabilities by integrating the knowledge base and automating common service requests.* Regularly collected and analyzed user feedback to make iterative improvements to the portal design and functionality.* Deployed and configured the ServiceNow Virtual Agent to provide automated support for common IT queries and tasks.*Utilized ServiceNow’s natural language understanding capabilities to improve the accuracy and relevance of virtual agent responses.* Automated routine tasks such as password resets, incident creation, and status updates, reducing the workload on live support agents.* Developed scripts to provide personalized assistance based on user context and historical interactions.* Regularly reviewed virtual agent performance metrics and user feedback to refine dialogues and improve response accuracy.* Enhanced the incident management process by implementing automated workflows for incident detection, prioritization, and resolution.* Conducted root cause analysis for recurring incidents and implemented problem management processes to minimize future disruptions.* Developed and managed change management workflows to ensure smooth implementation of * changes with minimal impact on IT services.* Streamlined the service request process by creating user-friendly request forms and automating request fulfillment workflows.* Managed the configuration management database (CMDB) to ensure accurate tracking and management of IT assets and configurations.

Education

• Thomas Edison State University

  Bachelor's degree, Cyber Security

  2016 — 2020