Ricardo Raab Saenger

- Configured and optimized ITSM applications, automating processes to improve platform efficiency. - Redesigned Incident module, Service Catalog, and Flow Designer following best practices. - Developed Agile Development accelerator to track story development time and assess team performance. Supported ServiceNow platform incidents and managed platform upgrades. - Collaborated with clients on requirements and technical feasibility. - Handled data imports and customized dashboards for business insights.

- Refactored business rules and client scripts, optimizing code and removing unnecessary logic. - Customized and implemented the HRSD module to meet client-specific requirements. - Redesigned the Service Portal and Service Catalog with new taxonomy, categories, and variable sets. Participated in Agile ceremonies and prepared weekly client presentations. - Updated the Knowledge Base with new templates for the Employee Center. - Mentored new ServiceNow developers and documentation for integrations.

- Founded and directed a coffee company, leading brand creation and strategic planning. - Managed brand registration, website development, e-commerce, advertising, and social media. - Handled cost management, customer service, and delivery of personalized coffees. - Negotiated with specialty coffee suppliers, selected products, and analyzed samples. - Led the export project to Uruguay, managing licensing and registrations.

Control industry indicators and survey, control and analyze customer ads; creation of a project which includes several updates and tips for employees in the commercial operations sector. We developed process flowcharts, optimization tips and even video reports. As a result, an improvement in performance was reported in several processes that had been forgotten over time, also helping new employees.