Vikas Rai

I am a ServiceNow Developer and Certified Administrator (CSA/CAD) with 2+ years of experience designing and deploying scoped applications across ITSM, Service Catalog, and Service Portal. I focus on end-to-end SDLC and build solutions that reduce operational overhead while improving how teams deliver services.

In my recent work at Carelon Global Solutions, I designed and deployed 10+ scoped applications in ServiceNow Studio, using Business Rules, Client Scripts, UI Policies, Script Includes, Glide Record, and ACL to address critical business requirements. I implemented ITSM modules—Incident, Problem, Change, Knowledge, and Request Management—following ITIL best practices, improving SLA adherence across service queues.

I also automate complex processes with Flow Designer and Workflow Editor, including SLA/OLA configuration and executive-level Reports and Dashboards for stakeholder visibility. I improve self-service through Service Portal widgets, earning 3 Spot Awards for portal UX improvements, and I delivered a 30% reduction in manual ticket handling time with a custom ServiceNow application.