Josna Jose

I am a ServiceNow Developer with 8 years of specialized experience in ServiceNow, backed by 10 years in IT. I hold certifications in ServiceNow Admin, ITSM, and Application Development.

My expertise includes end-to-end implementation and customization of ITSM, ITOM, ITBM, and CSM modules—from workflow automation and Service Catalog design to REST API integrations and cloud provisioning. I have a proven track record of improving efficiency, such as reducing manual testing by 40% using ATF.

Based in Toronto, I am actively seeking new opportunities in ServiceNow development or consulting.

Wipro Technologies (May 2015 - June 2022 , Bangalore India)

• Configured and managed core ServiceNow ITSM modules including Incident, Problem, Change, and Service Request Management. 
• Designed and developed custom Service Catalog items with multi-stage approvals, automated workflows, and SLA monitoring. 
• Implemented ServiceNow Cloud Discovery and Provisioning for AWS and GCP, reducing infrastructure provisioning time from days to hours. 
• Configured and maintained MID Servers to enable secure integrations with external cloud and on-premise systems. 
• Developed and customized business rules, client scripts, UI policies, and ACLs to meet complex business requirements. 
• Created operational dashboards, reports, and notifications to enhance visibility and ensure SLA adherence. 
• Provided L2/L3 technical support, authored knowledge base articles, and streamlined troubleshooting to reduce repeat incidents. 
• Played a key role in ServiceNow system upgrades and patch regression testing, ensuring zero business disruption. 
• Mentored and guided junior ServiceNow developers on scripting, workflows, and platform best practices.

Cognizant Technology Solutions (June 2022 - June 2025 , Bangalore India )

• Implemented and configured ServiceNow ITBM modules including Demand Management, Project Management, and Idea Management to enhance portfolio visibility and project tracking. 
• Developed custom ServiceNow dashboards and analytics for leadership to monitor resource utilization, budget adherence, and ROI. 
• Designed and automated test cases using the ServiceNow Automated Test Framework (ATF), integrating it into upgrade cycles to reduce manual testing efforts by 40%. 
• Engineered ServiceNow REST API integrations and Integration Hub flows for cross-platform automation and data synchronization with external systems. 
• Enhanced Service Catalog workflows with advanced automation, dynamic forms, and SLA tracking, improving user experience and reducing fulfillment time by 30%. 
• Collaborated with business stakeholders to align ServiceNow configurations with strategic IT and business objectives.

MTech in Information Technology MTech in Information Technology — Vellore Institute of Technology, Tamil Nadu, India (May 2015–Nov 2019)

B.Sc in Physics B.Sc. in Physics — Mahatma Gandhi University, Kerala, India (June 2012–April 2015)