Jahnavi Medarametla

• Developed and customized ITSM Modules including Incident, Problem, Change, and CMDB to
enhance service management efficiency.
• Implemented CMDB Discovery and Service Mapping to automate asset tracking and dependency
mapping.
• Designed and configured workflows using Flow Designer and Workflow Editor for automated
ticket handling.
• Collaborated with stakeholders to gather and analyze business requirements and translate them into
technical specifications for ServiceNow implementations.
• Developed Business Rules, Script Includes, UI Policies, and Client Scripts to automate processes
and improve platform functionality.
• Integrated ServiceNow with third-party monitoring tools (Splunk, SolarWinds) for real-time event
based incident creation.
• Collaborated with process owners to align ServiceNow with ITIL best practices.
• Configured MID Servers and REST/SOAP APIs for external system integrations.
• Built Custom Service Portal widgets for a self-service IT portal, improving user experience.
• Performed system performance optimization by debugging scripts and optimizing queries.
• Deployed changes using Update Sets and Scoped Applications following ITIL best practices.
• Integrated ServiceNow with third-party monitoring tools for automated ticket creation.

Led end to end ServiceNow implementation managed ITSM processes, and optimized workflows to enhance operational efficiency. Collaborated with cross-functional teams to ensure seamless incident, Change, and problem Management. Provided strategic guidance on ServiceNow best practices, automation, and integrations to drive business growth.

• Developed and configured HRSD modules: HR Case Management, Employee Onboarding,
Knowledge Base.
• Provided ongoing support for change management initiatives, aligning with ITIL best practices.
• Prepared comprehensive technical documentation, including design specifications, technical
diagrams, and user guides.
• Built a custom HR Service Portal using AngularJS, HTML, and CSS for employee self-service.
• Automated onboarding workflows using Flow Designer, integrating with Workday and Active
Directory.
• Integrated ServiceNow CSM with Salesforce to streamline case management for external
customers.
• Improved Change Management workflows, ensuring proper risk assessments and approvals.
• Developed SLA tracking and reporting dashboards for HR cases.
• Optimized system performance by fine-tuning scripts, scheduled jobs, and database queries.
• Conducted ITIL training programs, reducing process errors by 25% and increasing efficiency.