Upma Rai
Associate Architect @Ctrlaltnow
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WORK HISTORY
Associate Architect @Ctrlaltnow
BH
EDUCATION
The LNM Institute of Information Technology
MS(by Research), Electrical, Electronic and Communications Engineering Technology/Technician
Dr. A.P.J. Abdul Kalam Technical University
Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering
ABOUT UPMA RAI
With over 12 years of experience in ServiceNow and Agile environments, I have led and contributed to multiple end-to-end implementation projects across IT Service Management (ITSM), IT Operations Management (ITOM), IT Business Management (ITBM), and a range of functional scoped applications including HR, Procurement, Finance, Demand, Project Management, and Customer Service Management (CSM). My work spans industries such as Retail, Networking, Healthcare, Insurance, and Life Sciences.My tenure with ServiceNow has consistently allowed me to translate complex business requirements into effective technical solutions. I’ve also had the opportunity to work with global clients across Japan, the US, Ireland, Germany, and the UK—where my passion for cross-cultural learning and language has helped strengthen communication and foster strong client relationships.On the technical front, I have integrated numerous third-party systems with ServiceNow using REST APIs and facilitated data transfers via JDBC and MID Server using Data Sources and Transform Maps. Additionally, I developed a custom code review application to enforce coding best practices aligned with ACE report standards.Key areas of expertise in ServiceNow include: ITSM HR Case Management Case Management Finance Case Management CMDB, Event Management Field Service Management DevOps Change Velocity Service Operations Workspace Change Models and Change approval policies Discovery Knowledge Management Walk - Up schedule CMDB, Event Management Scoped Application Integration Hub, Integration with REST and SOAP Language Translation ServiceNow Scripting Workflow Scripting Flow Designer Twilio Integration UI Policies, UI Actions & UI Scripts, UI Macro Security Rules (ACLs, IP Restriction, Query Business Rules, Views, User Criteria, Roles and Groups) System Properties Upgrade and Cloning Activities Reporting, Interactive Filters, Database Views, Report Broadcasting, PA reports Service Catalogs, Record Producers Platform Hygiene and Performance Improvements Demand and Project Management, Strategic Planning Workspace Field Service Management Customer Service Management Automation and Integrations using REST and Import Set APIs
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