Kevin Rattanavong

kevinr@blueshifti.com

Professional Summary

ServiceNow Solutions Engineer with a strong background in ITSM, GRC, and custom scoped application development. Experienced in designing, configuring, and deploying end-to-end solutions on the ServiceNow platform, including Risk Management, Policy and Compliance, and Audit Management modules. Skilled in automating business processes, enhancing user interfaces through Service Portal development, and optimizing platform performance. Passionate about translating complex business needs into technical solutions that scale with organizational growth.

Technical Skills

  • Platforms & Tools: ServiceNow (GRC, ITSM, Scoped Applications, Flow Designer, Service Catalog, Service Portal), Splunk, pfSense, Powershell, VMware, VirtualBox

  • Development: Business Rules, Script Includes, Client Scripts, UI Policies, Scoped Apps, REST Integrations

  • Operating Systems: Windows 7/10, Windows Server 2012, Linux (Ubuntu, Debian, Kali)

  • Processes: ITSM, Incident/Problem/Change Management, Workflow Automation

  • Practices: Agile (Scrum), Workflow Optimization, Security Automation, Risk Lifecycle Management

  • Soft Skills: Stakeholder Collaboration, Agile Methodologies, Troubleshooting, System Design

Certifications

  • ServiceNow Certified System Administrator (CSA)

  • CompTIA Security+

  • Class D Security Officer License

Education

  • University of Central Florida
    Certificate in Cybersecurity
    Sep 2022 – Jun 2023

  • University of Central Florida
    B.S. in Accounting (84 credits completed)
    Jan 2021 – May 2022

  • Seminole State College
    A.A. in General Education
    Aug 2018 – Dec 2020

Professional Experience

Solutions Engineer – GRC Specialist
Blueshift Interactive | Dec 2024 – Present

  • Designed and implemented ServiceNow GRC modules including Policy and Compliance, Risk Management, and Audit Management.

  • Developed custom scoped applications to automate risk assessments and internal control tracking.

  • Streamlined regulatory workflows, resulting in a 30% improvement in issue response times.

  • Collaborated with InfoSec and risk teams to align platform capabilities with compliance goals and regulatory requirements.

Solutions Engineer – ITSM Specialist
Blueshift Interactive | Jan 2022 – Dec 2024

  • Built and deployed scalable ServiceNow applications and custom modules, delivering over 500 hours in operational time savings.

  • Created dynamic Service Portal interfaces, integrating widgets and catalog items for improved self-service adoption.

  • Engineered custom scoped applications for onboarding, offboarding, and service request processes.

  • Integrated Saviynt with ServiceNow to automate provisioning workflows; developed custom flows and Service API calls to facilitate seamless access management for applications.

  • Designed catalog items that trigger Saviynt API endpoints for auto-provisioning and de-provisioning of user access.

  • Enhanced ITSM operations by customizing and optimizing workflows for Incident, Problem, and Change Management modules to meet SLA, priority routing, and escalation requirements.

  • Redesigned legacy workflows with an improved user interface through Service Portal, boosting satisfaction by 30% and reducing support tickets by 25%.

  • Led integration of international teams into a unified ServiceNow instance, customizing solutions for region-specific needs.

  • Proactively monitored platform health, resolved incidents, and implemented enhancements to improve reliability.

Junior Solutions Engineer
Blueshift Interactive | Jan 2021 – Jan 2022

  • Assisted in the development of custom scoped apps and backend logic to support organizational workflows.

  • Configured and maintained ServiceNow modules including Incident, Problem, Change, and Request Management.

  • Contributed to agile sprint cycles, delivering user stories and enhancements in collaboration with cross-functional stakeholders.