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Bhoomika Ramakuri - Senior ServiceNow Developer

[email protected]

Location: Philipsburg, Pennsylvania, USA

Relocation: Any

Visa: F1 OPT

Resume file: Bhoomika - ServiceNow--_1781726709707.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

Career Objective 4+ years of hands-on experience in ServiceNow development and administration, implementing ITSM,BCM Discovery, Orchestration, and CMDB modules across releases including Tokyo, Utah, Vancoever, Xanadu, Yokohoma. Designed and developed ServiceNow workflows, business rules, client scripts, UI policies, and Service Catalog items, automating processes to improve operational efficiency and reduce incident resolution time. Integrated ServiceNow with third-party tools and platforms using SOAP, REST, SAML 2.0, XML, including Active Directory (SSO), SolarWinds, Jira, HP Service Manager, and Slack, ensuring seamless data exchange and collaboration. Administered ServiceNow environments, managing users, roles, groups, notifications, MID Servers (Windows/Linux), and system configurations across production and non-production instances. Developed custom applications using JavaScript, Glide scripting, AJAX, HTML, CSS, and ServiceNow Studio, ensuring cross-browser compatibility and scalable solutions. Configured CMDB, service mapping, Discovery, and orchestration processes, maintaining data integrity and enabling accurate asset and service tracking. Leveraged Performance Analytics, dashboards, reports, and gauges to monitor KPIs, provide actionable insights, and support data-driven decision-making. Implemented ITIL-compliant ITSM processes, including Incident, Problem, Change, Knowledge, and Request Management, aligning ServiceNow solutions with business objectives. Worked with Import Sets, Update Sets, and Service Catalog best practices, ensuring smooth data migration, deployment, and version control. Optimized ServiceNow applications for performance and reliability, delivering sustainable, automated, and business- focused solutions that enhance productivity and reduce operational costs. Technical Skills ITSM Tools: ServiceNow (ITSM, Discovery, Orchestration, Performance Analytics) ServiceNow Modules: Incident Management, Problem Management, Change Management, Service Catalog, Request Management, Knowledge Management, Service Level Management (SLM), CMDB, Data Loading, Start Now, On-Call Scheduling, Web Services Integration (SOAP/REST), Orchestration, Flow Designer, MID Server Configuration Programming & Scripting Languages: JavaScript, GlideScript, HTML, CSS, AJAX, AngularJS, Bootstrap, XML, JSON Databases: MySQL, Oracle, SQL Server Web & Application Servers: Apache Tomcat, IBM WebSphere 6.x, WebLogic Server Development Tools & IDEs: Eclipse, WebStorm, Notepad++, ServiceNow Studio, Studio Flow Designer, Visual Studio Code Version Control Tools: Git Software Methodologies: SDLC, Agile (Scrum), Waterfall ITIL & Frameworks: ITSM, ServiceNow Best Practices, ITIL v3/v4 Automation & Tools: ServiceNow Automated Testing Framework (ATF) Operating Systems: Windows, Linux, Mac OS Additional Tools & Packages: MS Office Suite, Dreamweaver, Postman (API Testing), SOAP UI, Jira, Confluence, Splunk Education Details Masters in Information Assurance and Cyber Security, Gannon University ,Erie, PA Professional Experience Senior ServiceNow Developer LPL Financial, Austin, Texas, USA Jun 2025 - Current 8145297099 [email protected] LPL Financial is one of the leading financial services companies and the largest independent broker/dealer. I am building custom applications using ServiceNow s Studio, Flow Designer, and UI Builder for workflows and business processes. Key Responsibilities: Managed CMDB population and configuration using ServiceNow Discovery and MID Servers, ensuring accurate asset tracking, infrastructure data management, and seamless IT operations. Performed advanced ServiceNow customizations and integrations, including workflow administration, Transform Maps, Data Sources, SOAP/REST web services, and third-party tool integrations (Jira, Confluence, SolarWinds), delivering scalable, automated, and ITIL-compliant solutions. Drive the implementation and fine-tuning of Now Assist (GenAI) within the ITSM module, establishing context-aware incident summaries and automated resolution notes to reduce agent handling time. Developed, maintained, and debugged Automated Test Framework (ATF) scripts, ensuring efficient regression testing, resolving role- and integration-based issues, and validating workflows, UI components, and integrations. Created and executed Fix Scripts and Script Includes to dynamically update field values, maintain data integrity across modules, and ensure consistency in large-scale ServiceNow implementations. Configured Access Control Lists (ACLs) and implemented Role-Based Access Control (RBAC) to enhance data security and ensure compliance with organizational security policies. Design, build, and deploy conversational AI topics using Virtual Agent to handle high-volume, repetitive service requests, ensuring a smooth transition from automated chat to live agent queues. Collaborated with business stakeholders and process owners to translate requirements into functional ITSM solutions, designing workflows using Flow Designer for Incident, Change, Problem Management, and Service Catalog processes. Own the end-to-end integration of ServiceNow with Microsoft Teams, embedding Virtual Agent directly into the chat interface to allow employees to raise and track tickets without leaving Teams. Customized and configured multiple ServiceNow modules, including Change Management, ESS, Service Desk, Service Catalog, Problem Management, Knowledge Management, and SLM, using UI Policies, UI Actions, Client Scripts, and Glide APIs. Collaborate with stakeholders to identify automation opportunities within existing Flow Designer workflows, looking for ways to inject GenAI capabilities that speed up request fulfillment. Developed and enhanced Service Catalog items and Service Portal pages, implementing dynamic, user-friendly interfaces with AngularJS, Jelly Scripting, HTML, CSS, and Bootstrap. Administered Update Sets, Import Sets, and version control across development, test, and production environments using Git, ensuring smooth deployment of enhancements and customizations. ServiceNow Developer The University of Kansas Health System Jul 2024 - May 2025 Kansas City, MO, USA Key Responsibilities: Configured ITIL-aligned modules including Incident, Problem, Change, CMDB, Service Catalog, and ITAM using Record Producers, Order Guides, and automated workflows, which streamlined operations and improved cross- functional collaboration. Upgraded ServiceNow ITSM, CSM, and ITOM platforms, improving service delivery, compliance, and user satisfaction by 35%. Configure ChatOps capabilities by integrating ServiceNow with Microsoft Teams, enabling support teams to receive major incident alerts and collaborate on bridges directly inside Teams channels. Built and maintained a reliable, audit-ready CMDB using Discovery, IRE, normalization, and CSDM 4.0 to align infrastructure with business services, integrated with third-party systems via REST APIs and JSON to automate compliance dashboards, reporting, and real-time sync. Led CI audits, conducted RCA, and provided team training on Service Mapping and Discovery best practices, improving team skills and audit outcomes. Leverage the latest platform features (Xanadu/Vancouver) to deploy Now Assist for code generation and workflow recommendations, optimizing overall platform development cycles and code quality. Developed scoped apps and customized SPM modules using UI Builder, Playbooks, and Workspace, built and configured Standard and Custom Playbooks to orchestrate multi-stage request workflows across ITSM and HRSD use cases. Partner with the Service Desk team to design Virtual Agent conversation flows, mapping common user pain points to automated troubleshooting scripts and catalog item triggers. Integrated Active Directory, PagerDuty, and internal systems via REST/SOAP APIs, MID Server, and ACLs for secure data exchange. Enhanced user experience with custom workflows using Business Rules, Client Scripts, UI Policies, and Service Portal components, optimizing front-end performance with AngularJS and UI Builder to improve response times and accessibility across configurable workspaces. Designed KPI dashboards and automated reports using native reporting tools, reducing manual effort and improving data accuracy. Configured and extended ServiceNow CSM and FSM modules with multi-stage workflows, playbooks, and mobile apps, improving customer and employee service experiences. Led CMDB data quality initiatives by performing RCA on data errors, implementing normalization rules, and aligning Discovery results to improve audit compliance. Designed and implemented advanced Platform Analytics solutions, including custom KPIs, KRIs, breakdowns, widgets, and interactive dashboards tailored to stakeholder requirements. ServiceNow Developer MassMutual India, Hyderabad, India May 2022 - Aug 2023 MassMutual India is a Global Capability Center (GCC) for Massachusetts Mutual Life Insurance Company it provides financial products. Created automated workflows and approval processes that improve operational efficiency in service delivery Key Responsibilities: Developed and customized Incident, Problem, Change, and Request Management modules using JavaScript, GlideRecord, Flow Designer, and Workflow Editor, ensuring ITIL-aligned, scalable service processes. Designed and deployed advanced Service Catalog items and multi-step request workflows, automating service fulfillment to improve resolution timelines and enhance end-user satisfaction. Built and maintained integrations with third-party systems such as SAP, Jira, and Confluence using REST APIs, SOAP APIs, and Web Services, enabling real-time secure data exchange across global environments. Implemented dynamic form behaviors and backend logic with Business Rules, Client Scripts, Script Includes, UI Policies, and ACLs, enhancing user experience while maintaining data accuracy and compliance. Configured and maintained CMDB module, supporting accurate CI tracking, dependency mapping, change impact analysis, and lifecycle management. Established automated workflows for SLAs, notifications, escalations, and scheduled jobs, leveraging Performance Analytics and Reporting to optimize platform performance and SLA compliance. Conducted requirement gathering, solution design, knowledge transfer, and end-user training, using Update Sets, ServiceNow Studio, custom tables, and Knowledge Management to deliver ITIL-compliant, maintainable, and self-service solutions. ServiceNow Admin / Developer Bharat Forge, Hyderabad, India Jan 2021 - April 2022 Bharat Forge Limited is an Indian multinational company involved in forging, automotives, energy, construction and mining, railways, marine, aerospace and defence industries. Configured and customized modules like ITSM (Incident, Problem, Change) to align with the center's IT policies. Key Responsibilities: Developed and maintained Business Rules, Client Scripts, Script Includes, Catalog Scripts, UI Policies, UI Actions, and Glide AJAX/GlideRecord scripts to implement ITIL-aligned processes for Incident, Problem, Change, and Service Catalog modules. Designed, deployed, and managed Reports, Dashboards, Forms, Lists, Views, Email Templates, and Notifications, automating workflows and improving end-user experience across Employee Self-Service (ESS) and Service Catalog portals. Configured SLAs, OLAs, Contracts, and automated mappings for service delivery, ensuring compliance with ITIL best practices and improving SLA adherence for incidents, problems, and change requests. Managed Data Imports and Transform Maps, ensuring accurate CI and asset data in CMDB, preventing duplicates, and maintaining data integrity across modules. Collaborated with Business Analysts and stakeholders to gather requirements, create/modify Service Catalogs, design request workflows, and develop scalable, client-specific applications, tables, and modules. Prepared technical documentation including requirement specifications, design documents, installation guides, unit testing, and system integration procedures to support platform governance and knowledge transfer. Keywords: continuous integration artificial intelligence user interface access management information technology hewlett packard microsoft mississippi Missouri Pennsylvania