Sowmya SK

•Configured and customized core ServiceNow applications such as Incident, Change, and Service Catalog to meet business needs and improve workflows.
•Developed custom scripts using JavaScript, GlideRecord, and GlideAjax to enhance UI interactions and optimize data processing.
•Led the configuration and maintenance of FSM workflows, business rules, and roles, aligning with operational requirements for efficient service delivery.
•Designed and deployed Power BI dashboards that integrated ServiceNow data, providing real-time reporting on ITSM processes such as Incident, Change, and Problem Management. This enabled data-driven decision-making and improved reporting efficiency by 20%.
•Integrated Power Automate with ServiceNow to automate repetitive workflows, such as incident escalations and service request approvals, reducing manual effort by 15% and improving response time.
•Integrated ServiceNow with internal systems using REST APIs, streamlining data exchange and improving connectivity.
•Developed Performance Analytics dashboards and reports, providing actionable insights to stakeholders.
•Supported ITOM configurations to optimize infrastructure visibility and resource management.
•Automated processes with Business Rules and UI Actions, reducing manual tasks and enhancing user experience.
•Implemented secure LDAP integration for user and group data synchronization across platforms.
•Led a Cherwell to ServiceNow migration, ensuring smooth transition and data integrity.
•Assisted in data migration by creating Transform Maps for accurate data transfer during system integrations.
•Customized Service Portal to improve accessibility and enhance the user experience.
•Led the configuration and customization of Incident, Change, and Service Catalog modules, optimizing workflows and improving service delivery in alignment with ITIL best practices.
•Developed and implemented Power BI dashboards to integrate ServiceNow data, providing real-time reporting for ITSM processes, improving visibility and decision-making.
•Applied ITIL best practices to improve Incident, Problem, and Change Management processes.
•Provided ongoing support, troubleshooting, and performance enhancements for ServiceNow applications.
•Assisted in Orchestration for process automation, reducing manual interventions and optimizing workflows.

•Configured and customized ServiceNow Service Portal, enhancing UI and improving user experience with custom widgets, pages, and portals.
•Developed web applications on the ServiceNow Calgary platform, tailoring solutions to meet business needs.
•Designed and customized workflows and activities to automate processes and improve service management efficiency.
•Utilized Transform Maps and data management strategies for seamless data migration and integration.
•Collaborated with Asset Management, CMDB, and Purchasing teams to streamline operations and ensure data accuracy.
•Led the development and customization of the Release Management application, aligning it with business needs and enabling smooth release processes.
•Developed custom Power BI reports by integrating ServiceNow incident and change request data, allowing stakeholders to track performance metrics and KPIs, resulting in a 25% increase in process efficiency.
•Customized Customer Service Management (CSM) and improved self-service capabilities through the service catalog.
•Designed and implemented FSM workflows and business rules to improve service delivery and automate manual tasks.
•Integrated FSM with external systems using REST and SOAP APIs, ensuring smooth data flow across platforms.
•Configured and customized ServiceNow Service Portal to improve user experience for Incident, Problem, and Change Management processes, enhancing self-service capabilities.
•Automated Release Management processes by developing workflows and integrating external systems using REST and SOAP APIs, streamlining service delivery and reducing operational complexity.
•Developed FSM reports and dashboards to deliver performance insights to stakeholders.
•Integrated AWS/Azure cloud services for enhanced scalability and automation in ServiceNow.
•Designed automated test cases for ServiceNow flows to ensure system reliability.
•Utilized Power Automate to enhance ServiceNow's Change Management process by automating approvals and notifications, resulting in a 30% reduction in manual intervention and improved process compliance.
•Supported ITIL, ITSM, ITOM, and ITAM processes, ensuring best practices were followed.
•Contributed to GRC module by helping design policies and controls for compliance and risk mitigation.
•Worked closely with clients, providing training and support for new processes and system updates.
•Applied Agile/Scrum methodologies for project management and continuous improvement.

•Partnered with clients to assess and optimize IT service management processes, defining custom ServiceNow configurations.
•Led CMDB and Asset Management projects, ensuring seamless data migration and integration from external systems.
•Configured and customized key ServiceNow modules (Incident Management, Change Management, Problem Management, Service Catalog, User Administration).
•Designed and developed custom forms using Client Scripts, UI Policies, and UI Pages to improve user experience and streamline workflows.
•Configured and optimized SLAs to ensure service delivery met client requirements and industry standards.
•Automated processes with reusable workflows and server-side scripting (Business Rules, Script Includes).
•Contributed to ITOM by implementing Discovery, Service Mapping, and Orchestration (e.g., Active Directory Password Reset).
•Optimized Incident Management and Change Management workflows, ensuring adherence to ITIL standards and improving response times and service quality.
•Developed and customized CMDB integration with external systems, improving data accuracy and supporting asset and configuration management processes.
•Developed and tracked ITAM metrics for asset tracking, license management, and cost reporting.
•Implemented JDBC Export for data transformation and reporting from external databases.
•Created and configured Data Sources, optimizing data imports and integration into ServiceNow.
•Maintained thorough documentation of configurations, workflows, and integrations for efficient team support.
•Supported QA and UAT for customized workflows, ensuring alignment with client requirements.

•Assisted in configuring and implementing core ITSM modules (Incident Management, Change Management, CMDB), streamlining IT operations.
•Managed and synchronized CMDB data using data sources and integrated with external systems for accurate data flow.
•Customized ServiceNow portals using AngularJS, CSS, and JavaScript to build dynamic, responsive user interfaces.
•Developed and enhanced Service Catalog items, applying customizations to meet business requirements and improve user experience.
•Configured Client Scripts, UI Policies, and ensured business rules were accurately applied to optimize workflows.
•Contributed to ITOM and ITSM implementations, including agentless discovery and process automation for service visibility.
•Led the configuration of Incident Management, Change Management, and Problem Management workflows, streamlining IT service delivery and improving incident resolution times.
•Implemented CSDM standards in the CMDB, improving the tracking and mapping of configuration items (CIs) and ensuring data consistency across ITSM processes.
•Assisted with CSDM implementation, standardizing and managing the CMDB to track and map CIs.
•Supported GRC framework integration, ensuring compliance and governance within IT processes.
•Implemented Single Sign-On (SSO) for improved security and user authentication.
•Integrated ServiceNow's Service Catalog with third-party systems using SOAP web services.
•Created workflows for Service Catalog items to automate request management and improve service delivery.
•Managed user roles, groups, and IT services to align with business needs.