Ram Mohan Rao

ServiceNow Technical Lead/Business Analyst with 19+ years of IT experience including 6+ years in ServiceNow and 13+ years in Siebel CRM. Expert in end-to-end implementations, integrations, CMDB governance, and Agile delivery. Experienced in global implementations across USA, Canada, Nigeria, Finland, and Kuwait.

Technical Lead - Vertafore

(2026-03)

• Lead the overall design and architecture of the ServiceNow platform.
• Design & Develop ServiceNow application Flows & Workflows based on the requirements
• Build New Catalog Items and build Routing logic based on the requirements
• Build Dynatrace to ServiceNow Integration and assigned the Incidents to the respective Assignment Group
• Build Teams Integrations using Virtual Agent and Build ChatGPT to ServiceNow Integration using Enterprise ChatGPT.
• Build MID Server Integration to automatic DB User account creation Process.
• Modify the Assignment Logic using the Script Includes based on the Organization restructure.
• Lead and Mentor ServiceNow Development Team
• Conduct Code Review and ensure development standards
• Gather requirements analysis & Translate technical solutions.

Technical Lead/Business Analyst - Conduent

(2024-04 - 2025-12)

• Lead end-to-end ITSM implementations across enterprise environments.
• Conduct stakeholder workshops to gather requirements and translate them into scalable technical solutions.
• Designed and implemented REST-based inbound and outbound integrations with HR and monitoring systems
• Implemented Virtual Agent with NLU to automate incident resolution and reduce service desk workload.
• Enabled AI-based incident categorization and auto-assignment using Predictive Intelligence.
• Improved CMDB data accuracy from multiple discovery sources through Reconciliation Rules and Data Source prioritization.
• Established CI relationship mapping and business service modeling to support Incident, Change, Problem, and Event Management processes
• Developed and maintained CMDB data models supporting Infrastructure, Applications, Cloud Services, and Business Services.
• Collaborated with Infrastructure, Cloud, Security, and Application teams to ensure adherence to CMDB governance standards.
• Conducted regular CMDB health assessments using ServiceNow Health Dashboard and CMDB Data Manager.
• Designed approval workflows and automation using Flow Designer.
• Led UAT, test case preparation, and production deployment activities.
• Ensured governance compliance and technical documentation standards.

Technical Lead (ITOM) - CGI

(2021-05 - 2023-10)

• Configured SLAs, Assignment Rules, Notifications, Escalations, and Major Incident workflows.
• Improved MTTR and SLA compliance through process optimization and automation.
• Developed complex business flows using Flow Designer and legacy Workflow.
• Built reusable subflows, approval chains, and automated task creation processes.
• Migrated legacy workflows to Flow Designer to improve scalability and maintainability.
• Developed dashboards and SLA compliance reports for leadership
• Configured Identification and Reconciliation Engine (IRE) to maintain CI data integrity from multiple data sources.
• Implemented ServiceNow Discovery, Service Mapping, and Cloud Discovery for automated CI population and dependency mapping.
• Enforced development best practices and governance standards
• Conducted regular CMDB health assessments using ServiceNow Health Dashboard and CMDB Data Manager.

Sr ServiceNow Developer - Knot Solutions

(2019-04 - 2020-12)

• Customized forms, UI policies, and assignment rules
• Designed client-side and server-side scripting solutions.
• Managed data migration using Import Sets and Transform Maps.
• Built reusable components to improve code maintainability
• Wrote Glide Record queries for data manipulation.
• Configured SLAs, assignment rules, and automation workflows
• Optimized Glide Record queries for performance improvement

ServiceNow Administrator/CRM Specialist - Tech Mahindra

(2007-12 - 2019-04)

• Configured and supported Incident, Problem, Change, and Request modules.
• Managed SLAs, Assignment Rules, Business Rules, and Notifications. User management and role administration
• Created reports and Performance Analytics dashboards.
• Managed password policies and user lifecycle.
• Configured notifications and event triggers.
• Built Flows for approvals and task automation.
• Conducted instance cleanup and technical debt reduction.
• Reviewed skipped updates and resolved conflicts

Master of Computer Applications - MCA - IGNOU (2004)