Eric Morcisa — ServiceNow Consultant Candidate
Offline presentation
PEOPLE + PROCESS + TECHNOLOGY → BETTER EXPERIENCES

ERIC
MORCISA

ServiceNow Consultant
Connecting people, processes, and ServiceNow.

I enjoy solving problems, learning how systems work, and turning what I learn into practical solutions that create real value for users and the business.

Eric Morcisa, ServiceNow Consultant Candidate
5+ years in ITExperience building and supporting IT solutions
ServiceNow CSACertified System AdministratorServiceNow CIS-DF
ITSM & Service CatalogDesign, configuration, and continuous improvement
01
MY JOURNEY

From People
to Possibilities

My background gave me a combination of communication, troubleshooting, leadership, and technical problem-solving skills that eventually led me to ServiceNow.

Customer Service

Built communication
and empathy

→

Technical Support

Developed troubleshooting
skills

→

Team Leadership

Learned to guide
and support others

→

IT

Expanded technical
knowledge

→

ServiceNow

Found the work
I enjoy most

02
MY SERVICENOW FOUNDATION

A Strong
Technical Core

My experience is centered on ITSM and Service Catalog, with hands-on development, automation, integrations, and user experience.

Friendly navy, ivory, and green workflow assistant holding a connected-process tablet
servicenowTECHNICAL CORE
◉
ITSMIncident • Change • Request
▤
Service CatalogCatalog Items • Order Guides
Variable Sets • Approvals
✣
Flow DesignerAutomation • Workflows • Approvals
</>
DevelopmentClient Scripts • Business Rules
Script Includes • UI Policies • ACLs
⌘
IntegrationsREST / SOAP • APIs • OAuth
Third-party integrations • Qualys
▣
Service PortalUser Experience • Catalog • UI
◈
CMDBData & Relationships
↗
Platform / Ways of WorkingITOM / Discovery — basic
Agile / Scrum • Debugging • Instance Management
CERTIFICATION
✥ServiceNow CSA
✥ServiceNow CIS-DF
03 — WHAT I’VE ACTUALLY BUILT

Technical work, shown as solution walkthroughs.

CASE STUDY 01

Integration & Data Flow

CERIDIAN + ACTIVE DIRECTORY → SERVICENOW
INTEGRATION
Ceridian
Active Directory
Integration
ServiceNowUser table
Mismatches found
Flow Designer
Existing Spokes
Custom Actions
Active Directory
ValidationCorrect user data
PROBLEM

Data mismatches between sources resulted in incidents.

MY CONTRIBUTION
  • Created the new Flow for the integration.
  • Used existing Spokes and adjusted deployed Spokes where required.
  • Created Custom Actions where existing capabilities were insufficient.
  • Traced data origin, movement, ingestion, transformation, and validation.
OUTCOME

Correct data began populating ServiceNow through the new Flow, allowing incidents caused by the previous mismatches to be closed.

WHAT THIS TAUGHT MEUnderstanding an integration means tracing where data came from, how it moved, how it was transformed, and how to validate the result.
Flow DesignerSpokesCustom ActionsData ingestionData transformationUser tableData validationTroubleshooting
01How did the Flow work?
02Which Spokes were involved?
03Why were Custom Actions required?
04How did you troubleshoot the integration?
05How did you validate the data?
06How was the data transformed?
07How did you identify the source of mismatches?
CASE STUDY 02

Business Requirement → ServiceNow Solution

HR / ASSET EMPLOYEE TRANSITION
SOLUTION THINKING
01BUSINESS PROBLEM
02REQUIREMENT CLARIFICATION
03SOLUTION DESIGN
04DEV / POC
05STAKEHOLDER REVIEW
06RECOMMENDATION
07PRODUCTION
BUSINESS PROBLEM

An HR / Asset team POC needed visibility into information associated with an employee:

AssetsTasksApprovalsRecordsCIs

The purpose was to help prepare for employee transitions such as promotion or termination, with the solution available through Service Portal.

MY CONTRIBUTION
  • Clarified what the POC actually needed.
  • Designed the proposed solution in DEV and created a proof of concept.
  • Demonstrated how the solution would work and provided alternatives.
  • Explained the recommended approach when button placement and access changes were requested.
  • The POC agreed and the solution moved forward toward production deployment.
CONSULTING TAKEAWAYI understood the problem, tested the approach, presented alternatives, and recommended the solution I believed was most practical.
01How did you approach the requirement?
02How did you validate the POC?
03What alternatives did you consider?
04How did you handle stakeholder changes?
05Why did you recommend your approach?
06How did you approach the Service Portal requirement?
SELECTED WORK

Employee transitions.
One clear view.

Bringing assets, tasks, approvals, and related records together.

Illustrative demo · Sample data
Employee transitionPeople · Assets · Access · Progress
Interactive preview

Employee transition overview

Track and manage assets, approvals, tasks, and related records.

Transition checklist2 of 5 reviewed2 of 5
Alex MorganSample employee
Status
In progress
Transition type
Offboarding
Department
IT
Environment
Sample data only
Explore the tabs and mark checklist items reviewed. Changes stay in this preview.
04 — HOW I SOLVE PROBLEMS

Understand first.
Test before I recommend.

When I receive an unfamiliar task, I clarify the ask, research, build/test in DEV or PDI, validate what is achievable, then communicate a practical recommendation.

01CLARIFY THE ASK
02UNDERSTAND THE SYSTEM
03RESEARCH
04BUILD / TEST
05VALIDATE
06RECOMMEND
07COMMUNICATE
08LEARN & IMPROVE
RESEARCH RESOURCESServiceNow DocumentationServiceNow CommunityGenAI as a research resourceDEV / PDI testing
TEST BEFORE I RECOMMEND.
05 — HOW I WORK WITH PEOPLE
●●
STAKEHOLDERS

Make the technical clear.

I avoid unnecessary jargon. I explain what is happening at a high level and what will happen in the background, adjusting the level of detail for the audience.

⌁
MENTORING

Teach the concept, not just the answer.

When someone brings me a difficult problem, I ask questions, clarify the ask, encourage probing, teach the underlying concept, and help them investigate, review, and communicate the solution.

TEACH THE CONCEPT,
NOT JUST THE ANSWER.
06 — WHERE I’M GOING

READY FOR THE
NEXT CHALLENGE.

I want a bigger technical challenge and more opportunities to apply my skills, guide POCs and stakeholders, and learn from experienced consultants and architects.

I’m particularly motivated by the opportunity to work alongside people already doing the role I ultimately aspire to.

SERVICENOW DELIVERY
↓
SOLUTION OWNERSHIP
↓
CONSULTING
↓
ARCHITECTURE
LONG-TERM DIRECTION
ServiceNow Architect
AREAS I’M BUILDING DEPTH INARCHITECTUREADVANCED INTEGRATIONSHRSDCSMITOMI am currently increasing my practical exposure to ITOM.
THE PRINCIPLE I KEEP COMING BACK TO

I ENJOY PROBLEMS
THAT MAKE ME LEARN.

CHALLENGE → LEARN & IMPROVE → APPLY → TEST → IMPROVE
READY FOR A BIGGER CHALLENGE.