Josna Jose

• Strengthened ITSM operations by optimizing ITIL workflows, improving SLA performance, and modernizing the service catalog for faster request fulfillment.
• Standardized incident, problem, and change workflows in Flow Designer, with automated approval paths and dynamic routing rules, to reduce process friction.
• Configured SLA definitions, timers, and breach notifications to ensure consistent service delivery.
• Redesigned the service catalog with structured categories, user-friendly layouts, and automated fulfillment logic.
• Improved ITSM process efficiency by 30% and reduced resolution time through automated workflows, SLAs, and dynamic catalog fulfillment.

• Built secure REST integrations using Integration Hub to enable seamless data exchange between ServiceNow and external HR, finance, and monitoring systems.
• Developed custom Scripted REST APIs for real-time data synchronization and configured Integration Hub spokes and flows to automate cross-platform workflows.
• Implemented authentication models, payload transformations, and error-handling routines to ensure stable and accurate data transfer.
• Reduced manual data entry and improved the reliability of automated processes across enterprise systems.

• Configured end-to-end CMDB automation using discovery, cloud discovery, and cloud provisioning and governance (CPG) to maintain accurate CI records across AWS and GCP environments.
• Designed CI classes, attributes, and relationship models for scalable data modeling.
• Implemented discovery patterns for automated CI identification and population.
• Configured event management to ingest, correlate, and deduplicate alerts from cloud monitoring tools, enabling proactive incident detection and automated CI health updates.
• Established CMDB health analytics, data reconciliation rules, and governance controls for data integrity.
• Deployed MID Servers with secure credentials for hybrid connectivity.
• Configured IRE rules to prevent duplicates and maintain clean relationships.
• Improved CMDB data accuracy by 45% across multicloud infrastructure.

• Streamlined employee lifecycle processes by automating onboarding and offboarding workflows integrated with external HR systems.
• Built end-to-end HRSD workflows using Flow Designer to automate case creation, task assignments, notifications, and approvals.
• Integrated with external HRIS systems to ensure synchronized updates and consistent data exchange.
• Configured knowledge base articles, service catalog items, and HR case templates to standardize request handling.
• Eliminated manual HR effort while accelerating employee onboarding and offboarding by 50% through HRSD case automation and HRIS integrations.

Implemented ServiceNow CSM to automate case routing and unify customer visibility.
• Configured workspaces with routing rules, interaction tracking, and customer data integration.
• Built custom components and workflow automation that boosted agent productivity and cut case resolution time.
• Delivered a consistent, efficient support experience.

• Worked on demand and project management in ServiceNow ITBM.
• Configured the Idea module to capture and review suggestions.
• Set up resource allocation for project teams.
• Built intake workflows, project tracking, and basic reporting.

• Developed comprehensive ATF coverage for all ITIL processes and automated regression testing.
• Built ATF cases for core ITIL processes, including incident, problem, change, and request, covering form behaviors, workflow transitions, SLAs, approvals, and data validation.
• Created additional ATF steps for catalog Items to validate variable sets, UI policies, submission actions, and workflow automation.
• Consolidated all test cases into structured test suites and configured scheduled executions to support platform upgrades.
• Reduced manual regression testing effort by nearly 70% by implementing complete ATF coverage across ITSM and Catalog workflows.