Rafael P.

Leading the enterprise strategy, architecture, and governance of the ServiceNow platform across mission-critical environments, ensuring scalability, operational resilience, and long-term sustainability. Driving standardization, intelligent automation, and platform modernization to maximize business value, operational efficiency, and cross-domain integration. Acting as a strategic partner for executive stakeholders, enabling data-driven decisions, platform evolution, and enterprise digital transformation.

ServiceNow ITOM Specialist focused on Discovery, Event Management, and Service Mapping. Experienced in CMDB data integrity, integrations, and continuous performance improvement across critical business services.

Specialist in ServiceNow solutions with a strong focus on ITOM and SecOps. Proven experience in automation, platform reliability, and data governance. Key Deliverables: Deployed Event Management with integration to Dynatrace, MSSQL, Kubernetes, and Prisma Cloud – enabling automated responses and reducing MTTR. Enhanced Discovery with Infoblox and Kubernetes CI mapping – improving infrastructure visibility and data accuracy. Boosted CMDB compliance from 41% to 80.3%, maintaining 3C >98% – through deduplication, validation scripts (BigFix/Dynatrace), and custom policies. Built Scripted REST APIs, Business Rules, and CMDB portals, integrated with Ansible to streamline workflows and reduce rework.

Junior Developer and SRC IT managment with a focus on ITSM and ITOM. Hands-on experience with automation, platform reliability, and data governance, supporting key initiatives and learning advanced ServiceNow practices.

Worked as an ITSM Manager, leading key processes such as Incident, Request, Change, and Problem Management, with a strong focus on standardization, operational efficiency, and continuous service improvement. Defined and tracked SLAs and KPIs, driving a performance-oriented culture and ensuring service quality. Led the governance, training technical teams and ensuring compliance with ITIL best practices. Managed hybrid infrastructure (Windows/Linux) environments, focusing on availability, monitoring, and security, while developing strategic dashboards and reports for executive decision-making. Oversaw technical change management and demand planning using Jira and ServiceNow, supporting high-availability operations.

Served as a Mid-Level IT Support Analyst, responsible for monitoring and securing Windows and Linux servers, both on-premises and virtualized, ensuring stable and reliable infrastructure operations. Produced KPI reports and environment health summaries to support proactive decision-making and service health tracking. Handled incident and change management using ServiceNow and Jira, ensuring compliance with IT processes and contributing to high availability and operational consistency. Delivered support remotely while maintaining efficiency in incident resolution, log analysis, and adherence to IT compliance standards.

Supported the monitoring and basic administration of Windows and Linux servers, both physical and virtual, contributing to system stability and service continuity. Provided first-level support for incident and change requests, using Jira and ServiceNow to register, follow up, and escalate tickets when necessary. Gained experience working in a remote support model, ensuring timely resolution of issues and adherence to IT governance and compliance practices. Actively learned about IT processes, monitoring tools, and best practices, building a strong foundation in infrastructure support.

I conduct advanced research in mechanical engineering and physics, developing innovative solutions. I perform experimental and computational analyses, publish findings in scientific journals, and collaborate on multidisciplinary projects. I apply my technical expertise to tackle challenges in materials, thermodynamics, and structural dynamics.

Projetar a arquitetura global de sistemas de TI e aplicativos de uma organização, considerando fatores como escalabilidade, desempenho, segurança e integração. Liderar equipes de desenvolvimento, orientando as decisões de Design e garantindo a aderência às melhores práticas arquiteturais. Desenvolver soluções que utilizem Cloud para oferecer serviços escaláveis e eficientes. Projetar infraestruturas de armazenamento e processamento de dados para análises avançadas. Criar soluções seguras, para que sistemas e aplicações se tornem resistentes às ameaças e atuem juntos de forma harmoniosa. Projetar a estrutura e os componentes de software, garantindo a modularidade e a eficiência dos sistemas. Atuar como Arquiteto de Soluções, Sistemas, Software, Cloud ou Integração.

Define project objectives and scope Manage project risks, and communicate effectively with stakeholders Develop a realistic project schedule and budget Analyze, monitor and improve business processes