BHOOMIKA

Demonstrated experience with ServiceNow (ITSM, Discovery, Orchestration, Performance Analytics).

Demonstrated experience with Incident Management.

Demonstrated experience with Problem Management.

Demonstrated experience with Change Management.

Demonstrated experience with Service Catalog.

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.

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.

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.

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.