Ram Mohan Rao

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)

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

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