Vishali Dharmaram
Servicenow Developer @CVS Health
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WORK HISTORY
Servicenow Developer @CVS Health
NY, US
Worked on enterprise-scale ServiceNow ITSM implementation supporting healthcare operations and internal IT teams. Built ServiceNow-Jira integration, creating a work-tracking framework that improved cross-team visibility. Automated separation workflow for Talent Management, orchestrating task creation and time-bound notifications. Directed the rollout of CSM, configuring case management and workflows to improve customer service operations. Implemented granular ACL configurations to control record access & operations by role, group, & condition. Configured & customized Incident, Problem, Change, Request Management modules to meet the healthcare compliance workflows. Defined and governed SLAs for Incident, Problem, and Change processes, including start/stop conditions and escalation logic to meet healthcare compliance workflow requirements. Built an Agent Workspace experience with UI Builder, adding drilldown reports, lists, forms, UI actions, and dashboards. Designed and maintained Service Catalog items with dynamic variables & approval chains. Implemented Flow Designer flows to replace legacy workflows and reduce manual effort. Used Import Sets & Transform Maps to load spreadsheet data into CMDB tables, enforcing mapping rules, data normalization, CI relationships, & healthcare asset tracking. Actively participated in user acceptance testing(UAT) and system validation processes, ensuring that ServiceNow solutions meet business requirements and deliver value to stakeholders. Coached junior developers on ServiceNow architecture, coding standards, and implementation patterns, promoting a high-quality, standards-driven delivery culture. Delivered production support through incident analysis, root cause investigation, and permanent fix implementation. Collaborated with product owners, QA, and architects in Agile sprints to iteratively deliver enhancements. Implemented and customized ServiceNow ITAM/HAM modules for the full asset lifecycle.
EDUCATION
University of Central Missouri
Master's degree, Computer Science
Osmania University
Bachelor of Engineering - BE, Computer Science
ABOUT VISHALI DHARMARAM
ServiceNow Developer | ITSM, ITAM/HAM, CMDB, CSM | Healthcare & Banking | Flow Designer, REST, JavaScript
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