Supraja M
Sr ServiceNow Developer/Admin at Cardinal Health | CSA | CAD | ITILV4 | ITSM | CMDB | ITAM | CSM | GRC/IRM | HRSD | ATF | Service Portal | UI Builder | Custom Applications | GEN AI | AI AGENT | AGENTIC AI.
- Role
- Sr Servicenow Developer Admin at Cardinal Health
- Location
- Minneapolis, MN, US
- LinkedIn followers
- 500 followers
About Supraja M
ServiceNow Developer with 9+ years of experience designing, developing, and implementing…
Experience
Sr Servicenow Developer Admin
Sep 2023 — Present · Dublin, OH, US
Implemented end-to-end CSM solutions covering case management, entitlements, contracts, and SLAs, improving CSAT scores and boosting agent productivity.Integrated CSM with AI-driven analytics to enable proactive SLA breach detection and automated escalations. Governance, Risk & Compliance (GRC)/ Integrated Risk Management (IRM)Implemented and configured Policy & Compliance, Risk, Vendor Risk, and Audit Management applications in ServiceNow.Integrated ServiceNow GRC/IRM with third-party tools (Archer, Qualys, Tanium, SAP) using REST/SOAP APIs and IntegrationHub.Designed risk scoring models, control indicators, and assessments to automate risk tracking and compliance reporting.Built workflows and Flow Designer automations for control attestations, policy exceptions, and remediation processes.Developed real-time dashboards and KPIs across ITSM, HRSD, and CSM, enabling executives to make data-driven decisions.Leveraged Performance Intelligence to forecast case volumes and optimize resource planning.Virtual AgentBuilt conversational AI flows using NLU and GenAI, reducing Level 1 support tickets by 30%.Service PortalDelivered modern, responsive Service Portals with custom widgets, role-based access, and dynamic forms, resulting in a 50% increase in self-service adoption.Enhanced portals with AI/ML features such as contextual search, smart recommendations, and automated triage of requests.Led the adoption of ServiceNow AI Agent and Agentic AI to automate complex multi-step processes, reducing manual workloads by 35%.Built AI Orchestration workflows integrating GenAI with legacy systems, enabling autonomous resolution of IT and HR cases.Developed Workflows, Flow Designer automations, and reusable templates to streamline request fulfillment and approvals.Configured and customized Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Notifications, ACLs, and Roles to enforce business logic and system security.
Education
Concordia University-St. Paul
Master of Science - MS, Information Technology Management
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