Geetha Poola

ServiceNow Developer with over 4 years of experience in ITSM, Incident, Change, and CMDB using Flow Designer, Business Rules, Script Includes, REST APIs, IntegrationHub, Discovery, and Service Mapping across banking and consulting domains, delivering workflow automation and system integration with execution of 150+ controlled releases across multi-environment deployments.

ServiceNow Developer at BNY (2025-04 – Present)

• Engineered ServiceNow ITSM, Flow Designer, and Business Rules to automate incident and change workflows, handling 15K+ tickets per quarter with enforced SLA policies and reduced manual routing.
• Orchestrated REST APIs and IntegrationHub to connect ServiceNow with core banking platforms, enabling data exchange across 6 systems and improving traceability for 25K+ transactions monthly.
• Configured Service Catalog, UI Policies, and Client Scripts to standardize request fulfillment, eliminating manual steps and reducing processing effort across high-volume service requests.
• Optimized CMDB, Discovery, and Service Mapping to reconcile 12K+ configuration items, improving data integrity and minimizing audit observations during compliance reviews.
• Delivered Scoped Applications, JavaScript, and Glide APIs to build platform features, supporting 10+ deployments with zero critical defects.

ServiceNow Engineer at KPMG (2021-05 – 2022-11)

• Developed ITSM Incident Management, Script Includes, and ACLs to automate ticket routing and enforce access controls, processing 9K+ incident records with consistent policy validation.
• Implemented Import Sets and Transform Maps to load audit datasets into platform tables, validating 18K+ records and improving data accuracy for compliance reporting.
• Designed Change Management workflows using Workflow Editor and Approval Rules, governing release approvals across 4 environments and executing 120+ controlled change records.
• Administered Knowledge Management, KB Articles, and Data Policies to maintain structured resolution content, supporting 600+ knowledge entries and reducing repeat issue creation across queues.
• Coordinated sprint execution using Agile Scrum and Jira, aligning development and QA tasks to complete 85+ user stories across 6 release cycles.

ServiceNow Consultant at Dell Technologies (2020-01 – 2021-05)

• Configured Service Catalog, Record Producers, and Request Fulfillment to standardize service intake, enabling 5K+ request records with structured field validation.
• Customized UI Actions, Client Scripts, and UI Policies to enforce form logic and input validation, reducing form handling effort by 25 hours per quarter across 3K+ user interactions.
• Established User Administration, Roles, and Groups to control access, managing role assignment for 2K+ users across business units.
• Validated Update Sets and Instance Migration to manage configuration movement across environments, executing 70+ promotions with stable build transfers.
• Streamlined Event Management, Notifications, and Email Scripts to automate alert routing, supporting 15+ notification rules with accurate incident escalation across support queues.

Master of Science in Computer Information Systems – Christian Brothers University (2024-08)