Madhubala Medapati

Experienced ServiceNow Developer with 4.5+ years of expertise in designing, developing, and implementing ITSM solutions on the ServiceNow platform. Proficient in GlideRecord, GlideSystem, Update Sets, CMDB, server-side and client-side scripting, and REST/SOAP integrations. Skilled in configuring modules, building Service Catalogs, automating workflows using Flow Designer, and optimizing processes to improve efficiency and user experience.

Experienced in working with Agile/Scrum methodologies and collaborating with stakeholders to deliver solutions on time. Holds four ServiceNow certifications including CIS-ITSM and CIS-CSM. Recognized for strong problem-solving and communication skills, consistently delivering high-quality results and driving measurable business outcomes.

Senior Analyst at Capgemini (2021-10 – Present)

• Delivered 4.5+ years of ServiceNow development expertise, building scalable ITSM solutions across enterprise environments.
• Designed and automated workflows using Flow Designer, reducing manual effort and accelerating process execution by 40%.
• Engineered server-side and client-side scripts using JavaScript, GlideRecord, and GlideSystem APIs, improving application performance and data retrieval efficiency.
• Partnered with stakeholders following Agile/Scrum methodology to gather requirements and deliver solutions on time, earning consistent client recognition.
• Streamlined data management by leveraging Data Sources, Transform Maps, and Import Sets, ensuring 99%+ data accuracy.
• Expertise in troubleshooting and debugging ServiceNow issues/bugs, resulting in a 30% reduction in downtime and improved user satisfaction scores.
• Managed end-to-end Update Set creation, testing, and production deployments, ensuring zero-defect releases.
• Designed and published Performance Analytics dashboards and database views, enabling real-time visibility for stakeholders.
• Automated recurring tasks with Scheduled Jobs, Export Sets, and scripts, improving operational efficiency.
• Directed key enhancements and production rollouts, ensuring smooth deployments and minimal disruption to services.

Senior ServiceNow Developer at Baker Hughes (2022-01 – Present)

Served as ServiceNow Developer and Administrator, leading ITSM and ITAM initiatives to deliver enterprise-grade solutions across a large-scale energy sector client.

• Led ITSM module requirements and issue resolution, ensuring timely delivery and effective client support across Incident, Change, and Request processes.
• Implemented Incident Management, Problem Management, and Service Request Management processes, streamlining workflows and reducing resolution times.
• Developed UI Policies, UI Actions, and Script Includes to enhance system functionality and user experience.
• Built workflows, business rules, client scripts, ACLs, and REST/SOAP integrations to automate processes and improve operational efficiency.
• Utilized GlideRecord and GlideSystem APIs for complex server-side scripting, improving data retrieval performance and application reliability.
• Maintained CMDB accuracy through regular audits and data reconciliation using Discovery and Import Sets.
• Configured and maintained MID Server to facilitate secure communication between the ServiceNow instance and enterprise network, supporting integrations and data collection activities.
• Migrated legacy homepages into Performance Analytics dashboards, improving usability and reporting accuracy for stakeholders.
• Managed end-to-end Update Set creation, testing, and production deployments, ensuring smooth rollouts with minimal disruption to services.
• Delivered integrations and data migrations, reducing manual effort and improving data accuracy across enterprise systems.
• Built Service Catalog items and automated flows with Flow Designer and Workflows, aligning with client requirements.
• Automated reporting through Export Sets, improving visibility and reducing manual reporting tasks by significant margin.
• Developed and optimized server-side and client-side scripts to meet evolving business needs using GlideRecord, Business Rules, and Fix Scripts.
• Managed ServiceNow Administration tasks including account creation, roles, groups, and access control.
• Imported data from Excel into ServiceNow using Data Sources and Transform Maps with high accuracy.
• Followed Agile/Scrum methodology, participating in sprint planning, daily standups, and retrospectives with client stakeholders.
• Automated daily data uploads via workflows and business rules, eliminating manual intervention.
• Developed Fix Scripts and Script Includes to handle complex backend logic and support evolving business requirements.
• Configured email notifications, templates, and inbound actions to improve communication efficiency across teams.

Bachelor of Technology in B.Tech – Vishnu Institute of Technology (2021)