Priya Sharma

ServiceNow Developer with 3.5 years of experience across ITSM, Integrations, CMDB. Expertise in Business Rules, Script Includes, GlideAjax, Outbound Rest API, Hands-on experience with automation solutions using Flow Designer. Proven ability to design scalable, enterprise-grade applications aligned with ServiceNow best practices.

I have worked extensively on configuring and enhancing core ITSM modules such as Incident, Problem, and Change based on business requirements. My responsibilities have included developing Business Rules, Script Includes, Client Scripts, UI Policies, Data Policies, and implementing role-based access controls to ensure secure and structured processes. I have also designed and implemented end-to-end Service Catalog solutions, including catalog items, record producers, and reusable variable sets with dynamic and dependent variables.

Built approval routing and task automation using Flow Designer, incorporating conditional logic, SLA alignment, automated group assignments, and notification handling. I have also created reusable Subflow to standardize fulfillment processes and improve maintainability across catalog implementations.

ServiceNow Developer at Sysarc Infomatix (2024-02 – 2024-10)

• Automated end-to-end workflows using Flow Designer, including approvals, task creation, email notifications.
• Designed and published Service Catalog items with dynamic variables, variable sets, UI Policies, and client scripts.
• Configured dependent variables (cascading dropdowns) using Catalog Client Scripts and GlideAjax.
• Integrated catalog items with approval routing (Manager, CAB, Conditional approvals) and automated assignment to fulfillment groups.
• Implemented Flow Designer logic using If/Else conditions, Lookups (Get Records), Create/Update Record actions, and Subflows for reusable logic

ServiceNow Developer at Sysarc Infomatix (2022-08 – 2024-02)

Managed incident and service request lifecycle using ServiceNow, ensuring timely resolution within SLA. Debugged and analyzed issues in Business Rules (Before, After, Async) and identified execution conflicts. Worked on Flow Designer to automate processes and troubleshoot flow failures.

Implemented and modified scripts using current and previous objects for data validation and control. Resolved issues related to record updates, assignment groups, and field-level logic. Performed root cause analysis (RCA) and provided permanent fixes for recurring issues.

Used logs (gs.log, gs.addInfoMessage) for debugging and tracking execution flow. Coordinated with users to understand issues and provided functional support in loan workflows. Provided L1/L2 support using ServiceNow for managing incidents and service requests.

Worked extensively on debugging Business Rules and Flow Designer, identifying execution conflicts, and implementing fixes. Utilized scripting concepts such as current and previous objects for data validation and control. Performed root cause analysis, handled user issues, and ensured smooth functioning of loan processing Flow.

Improved system efficiency by resolving Business Rule conflicts and optimizing flow executions.

ServiceNow Developer at Sysarc Infomatix (2021-07 – 2022-08)

• Designed and implemented Service Catalog items with dynamic variables and UI policies to standardize IT service requests
• Automated approvals and fulfillment using Flow Designer, reducing manual intervention
• Developed Catalog Client Scripts to validate user inputs and prevent incorrect submissions
• Configured automated task assignment and notifications to improve SLA adherence
• Enhanced user experience through Service Portal–based request tracking

B.Tech in Electronics and Communication Engineering – MITRC Engg. College (2016 – 2020)