About Branimir
As a proficient and dedicated freelancer specializing in ServiceNow, I bring deep expertise in business process consulting, with a proven track record of driving digital transformation across diverse industries. I excel at analyzing and optimizing complex workflows, designing user-centric solutions, and aligning business processes with organizational goals using ServiceNow capabilities. My experience spans ITSM, Request Management and CSM modules, where I’ve led initiatives including service catalog structuring, Employee Service Center redesigns, and end-to-end case management implementations. I have successfully delivered scalable solutions through detailed workshops, process mapping, and close collaboration with stakeholders, ensuring alignment with best practices and compliance standards. Skilled in Flow Designer, Integration Hub, Agent Workspace, and performance analytics, I help organizations streamline operations, improve user experience, and maximize their ServiceNow investment.
Bulgarian
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- DoItWiseServiceNow ConsultantSOCIAL NETWORKSMay 2021 - Today (5 years and 3 months)Sofia, BulgariaA Business Process Consultant in ServiceNow is responsible for analyzing, designing, and optimizing business processes to align with organizational goals. They collaborate with stakeholders to understand current workflows, identify inefficiencies, and propose improvements using ServiceNow capabilities. Through workshops and process mapping, they document as-is and to-be processes while ensuring alignment with industry best practices and compliance standards. Their focus is on streamlining workflows, automating repetitive tasks, and leveraging ServiceNow tools like Flow Designer and Integration Hub for long-term optimization.The role requires strong business acumen, ServiceNow expertise, and analytical skills. Consultants act as a bridge between technical teams and business stakeholders, translating requirements into scalable, user-centric solutions. They are proficient in ServiceNow modules like ITSM, HRSD, and CSM, and may also work with APIs, integrations, and scripting. Additionally, they define KPIs, utilize performance analytics tools, and deliver training to ensure end-user adoption and success in change management efforts.By enhancing operational efficiency, automating processes, and reducing costs, Business Process Consultants drive digital transformation within organizations. Their efforts result in improved user satisfaction, greater process transparency, and optimized workflows that support scalability and long-term business growth. This role is vital for maximizing the value of ServiceNow investments while keeping business needs at the forefront.
- Hewlett Packard EnterpriseProblem Management Lead for Rolls-RoyceDecember 2009 - May 2021 (11 years and 5 months)Sofia, BulgariaProblem management is the process responsible for managing the lifecycle of all problems. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.Problem Management includes the activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.Problem Management will also maintain information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database will be used for both. Although Incident Management and Problem Management are separate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. This will ensure effective communication when dealing with related incidents and problems.
- Ajilon Consulting EOOD (Hewlett Packard Bulgaria)SAN and Backup technical supportJanuary 2008 - December 2009 (1 year and 11 months)Sofia, BulgariaAjilon Consulting (Adecco) delivers highly experienced and sought-after talent into leading consulting teams across the UK, Ireland & Middle East. The dedicated team pride themselves on a deep understanding of the recruitment industry coupled with thorough knowledge of the professional services market place across specialist sectors. My responsibilities are related to managing different storage devices (XPs, EVAs, MSA, EMC NAS Celerra) as well as Fiber Channel switches as Brocade and Cisco (that includes LUN/LUSE creation, LUN masking, zoning, presenting storage, etc). In addition, as part of my responsibilities in the Backup team, I have extended knowledge and experience on different backup systems like Data Protector, Veritas BackUp Exec
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Education
- Information TechnologyNew Bulgarian University2015Information Technology
Certifications
- ServiceNow Certified Application Developer (CAD)ServiceNow2025
- ServiceNow: Customer Service Management (CSM) Pro Plus SuiteServiceNow2025