Nikhila Vatram
@nikhilavatram
I build ServiceNow AI, ITSM, and CSM solutions that improve enterprise service delivery.
United StatesWhat I'm looking for
At Work4Flow, I lead the design and delivery of the Agentic AI Knowledge Article Optimizer, a scoped ServiceNow application that evaluates, scores, and enhances enterprise knowledge articles at scale.
I build Now Assist Skills, Flow Designer subflows, AI Search, Virtual Agent flows, integrations, and workspace experiences. I resolved AI evaluation reliability issues by deriving scores from deduplicated JavaScript arrays and enabled workflow execution within Knowledge Center using GlideAjax and UXCTriggerUtils.
Previously, I delivered ITSM and CSM automation at Saint Louis University, Cognizant Technology Solutions, and Technovert, spanning catalog workflows, REST/SOAP integrations, dashboards, testing, and ITIL-aligned service management.
Experience
Work history, roles, and key accomplishments
Senior ServiceNow Developer
Work4Flow
Jun 2025 - Present (1 year 3 months)
Led end-to-end design and delivery of the Agentic AI Knowledge Article Optimizer (KAO), a scoped ServiceNow application using multi-agent AI workflows to evaluate, score, and enhance knowledge articles. Built Now Assist Skills and Flow Designer subflows, resolved LLM count mismatches, and implemented GlideAjax solutions for the Knowledge Center workspace.
Customized ServiceNow ITSM modules to align with university workflows while adhering to ITIL standards. Configured Service Catalog items, enhanced the Service Portal, and built Performance Analytics dashboards to track KPIs.
Designed and automated end-to-end case lifecycles using Flow Designer, including case intake, assignment logic, SLA definitions, and escalation rules. Built REST and SOAP integrations with external healthcare systems and created ATF tests to support testing cycles.
ServiceNow Developer
Technovert
Mar 2020 - Jan 2022 (1 year 10 months)
Gained foundational ServiceNow platform experience during undergraduate studies, working part-time on ITSM configuration and workflow automation. Configured core ITSM modules and built Flow Designer workflows to automate request fulfillment and approval routing.
Education
Degrees, certifications, and relevant coursework
Saint Louis University
Master of Science, Information Systems
2023 - 2025
Grade: 3.91
Pursued a Master's in Information Systems at Saint Louis University, achieving a GPA of 3.91.
Jawaharlal Nehru Technological University
Bachelor of Engineering, Electronics & Communication Engineering
Grade: 3.6
Earned a Bachelor of Electronics & Communication Engineering with a GPA of 3.6.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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