Hi, my name is Cüneyt Bozok
ServiceNow Solution Architect
Discovery, target-state architecture & AI enablement
8+ years delivering ITSM, CSM, CMDB/CSDM alignment, Virtual Agent experiences, and API integrations—from discovery and fit-to-standard decisions through architecture design and rollout.
CSA · CIS-ITSM · CAD
Get in touch 01.
About
I help enterprises modernize operations by leading discovery, defining target-state architecture, and making fit-to-standard decisions that balance out-of-the-box capabilities with purposeful customization. My focus spans ITSM/CSM delivery, CMDB/CSDM alignment, Virtual Agent experiences, and API integrations across ERP and automation ecosystems (i.e., SAP, UiPath, Microsoft Teams, Slack).
I lead end-to-end engagements from maturity assessment and phased roadmap definition through architecture design, integration patterns, and rollout. Recent work includes headless telco marketplace architecture, AI-powered email automation, Now Assist and Agentic AI enablement, and executive-ready discovery artifacts. I produce durable foundations—architecture blueprints, HLDs/LLDs, ADRs, and API contracts—so delivery teams and stakeholders stay aligned.
Beyond delivery, I conduct internal ServiceNow trainings, facilitate architecture workshops with integrators and vendors, and participate in senior-level technical interviews to raise hiring quality and delivery standards.
02.
Experience
Experience
EPAM Systems
2022 – Present
Progression: Senior Developer → Lead Developer → Solution Architect
Solution Architect / Lead ServiceNow Developer — Sep 2024 – Present
Telecom · Technology & Networking · Pharma
- ▹ Created target-state architecture and implementation guidelines for a headless B2B telco marketplace on ServiceNow (CSM, SOM, TNI, telco orchestration), mapping TM Forum Open APIs to ServiceNow data models and REST interfaces.
- ▹ Defined API-driven channel-to-platform integration patterns, responsibility boundaries, and lifecycle/state flows across lead-to-order-to-fulfillment.
- ▹ Produced delivery-ready architecture artifacts—HLDs, sequence diagrams, domain model/state diagrams, ADRs, and API contracts—to align teams and vendors.
- ▹ Acted as design authority (OOB vs custom) and led architecture workshops/reviews with integrators and platform vendors.
- ▹ Led discovery and future-state design across ITSM, Employee Experience, and AI; assessed CMDB/CSDM and ITSM maturity (Change, Major Incident, Knowledge, Universal Request) and produced a phased roadmap with executive presentation.
- ▹ Delivered demos and POCs covering Now Assist, Agentic AI, App Engine/Creator Studio, Employee Center Pro, Walk-Up Experience, and DevOps Change Velocity.
- ▹ Built Virtual Agent experiences and Service Portal customizations (themes/widgets/UX); developed a Finance Mailbox Queue Management scoped app using AI-assisted classification and SAP document retrieval via UiPath integration.
- ▹ Designed custom UI components (UI Macros), Outlook Actionable Messages for context-aware inbox actions, and contributed to AI-based reporting enhancements.
Senior ServiceNow Developer — Sep 2022 – Sep 2024
Wellness & Meditation · Enterprise Software
- ▹ Integrated third-party tools with ServiceNow via REST and delivered workforce optimization solutions including shift planning and recurring-event management.
- ▹ Customized workspaces with UI Builder and delivered CSM/Universal Request enhancements using Script Includes, Business Rules, and Flow Designer.
- ▹ Configured Virtual Agent Bot to integrate with Microsoft Teams using VA API and REST methods; produced developer enablement documentation.
- ▹ Developed custom-scoped application (Localization Testing Assistant) with Scripted REST API for multi-instance integration; authored threat model and technical design docs.
- ▹ Implemented Jamf and Okta integrations for automated license and role request flows.
Toolbox
A quick snapshot of the domains, platforms, and capabilities I work with most.
- ▹ Target-State Architecture & Blueprints
- ▹ ITSM / ITOM / CSM / SOM
- ▹ CMDB / CSDM Alignment
- ▹ Service Portal & UI Builder / Workspaces
- ▹ Virtual Agent & Engagement Messenger
- ▹ Flow Designer & IntegrationHub
- ▹ API Integration (REST / SOAP / TMF Open APIs)
- ▹ Scoped App Development (JavaScript)
- ▹ MID Server, SSO / LDAP
- ▹ Generative AI (Now Assist, Agentic AI)
- ▹ Discovery, Maturity Assessment & Roadmaps
- ▹ Architecture Artifacts (HLD, LLD, ADRs, API Contracts)
- ▹ Telecom & Headless Marketplace Architecture
- ▹ Platform Governance & Operating Model
- ▹ Technical Mentoring, Trainings & Hiring Interviews
- ▹ DevOps Change Velocity
Vibe Coding
I enjoy occasional "vibe-coding" sessions to rapidly ship small apps. Tools I like to use most: Next.js, shadcn/ui, Vercel, Supabase, Clerk, Resend, Cursor, Antigravity, Codex.
03.
Certifications
ServiceNow Certifications
- ▹ ITSM Professional – Suite Certification
- ▹ Now Assist for ITSM Pro Plus – Suite Certification
- ▹ Certified Application Developer
- ▹ Certified Implementation Specialist – IT Service Management
- ▹ Certified System Administrator
ServiceNow Micro-Certifications
- ▹ Agentic AI Executive
- ▹ Now Assist Executive
- ▹ Flow Designer
- ▹ Service Portal
- ▹ IntegrationHub
- ▹ Performance Analytics
- ▹ Predictive Intelligence
- ▹ Virtual Agent
04. What's Next?
Get In Touch
I'm currently open to new opportunities. Whether you have a question or just want to say hi, I'll do my best to get back to you.
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