Khushboo Roy
Summary
Certified ServiceNow Specialist with 5.5+ years of experience and an MSc in Cloud Computing. Proven track record of streamlining business workflows through seamless API integrations and efficient cloud-to-platform data transport. Experienced in deploying and optimising ITSM, CSM, HRSD, SPM, ITAM modules, with hands-on experience in AI-driven automation and hands-on experience with Now Assist, experienced in collaborating with teams and communicating technical concepts to non-technical stakeholders. I bring a unique blend of experience, having excelled in collaborative team environments and, most recently, independently managing the end-to-end ServiceNow platform and its development. Committed to maximising IT service management, data centralisation, cloud technology and automation to drive business value.
Overview
6
6
years of professional experience
1
1
Certification
Work history
ServiceNow Developer
McLaren Automotive
London
2024.04 - 2026.01
- Managed sprint planning and full-cycle development using Agile and Scrum methodologies, collaborating with IT and business stakeholders.
- Collaborated with the ServiceNow team to enhance platform capabilities, support transition planning, and evaluate Now Assist.
- Co-designed an AI-powered ticket auto-routing agent using process mining, helping uncover workflow gaps and reduce ticket volume.
- Designed and implemented integrations and automations, including JIRA, Microsoft Teams, Power Automate and Azure AD data sync integrations.
- Developed a custom software module to track all software requests with categorisation to reduce the number of tickets contributing heavily to cost optimisation.
- Improved all flow designers and dashboards across the platform to provide better visualisation for requestors.
- Delivered ServiceNow platform upgrades and environment cloning across Development, Test, and Production environments, ensuring release stability and quality.
- Led end-to-end ITAM asset migration and management, including data extraction, validation, normalisation, ITAM table configuration, and dashboard development to support asset lifecycle and compliance.
- Utilised JavaScript, Jelly scripting and Glide APIs to enhance the functionality of existing ServiceNow applications.
ServiceNow Developer
Technosys
London
2023.06 - 2024.03
- Client: Careys
- Designed and implemented a bi-directional REST API integration with Voodoo SMS to send external survey links without requiring login, significantly reducing onboarding time through automated survey management.
- Collaborated effectively with offshore colleagues to ensure timely and quality task completion.
- Designed and developed an employee management on the Now Mobile Agent platform, enhancing approvals, workforce visibility and accessibility.
ServiceNow Developer
UST Global
Mumbai
2021.12 - 2022.08
- Client: Wolters Kluwer
- Developed ITSM and SecOps functionalities and integrated external tools like IBM and Jira using REST APIs, improving cross-platform workflows.
- Automated data onboarding via Import Sets, streamlining Configuration Item (CI) and user record ingestion.
- Supported platform cloning activities and ensured release readiness across environments.
- Written scripts using JavaScript, Jellyscripting and Glide APIs.
- Optimised workflows for increased productivity through strategic automation processes in ServiceNow.
ServiceNow Developer
Vadini Infocenter
Pune
2019.12 - 2021.11
- Clients: Willis Towers Watson & Internal
- Delivered customisations in CSM, HRSD, and ITSM modules with enhancements in Service Portal for better user experience.
- Developed dashboards, landing pages, inbound email automation, SLAs, and ACLs to improve operational efficiency.
- Implemented and maintained CMDB integrations and SOAP web services to ensure configuration item accuracy and reporting reliability.
- End-to-end delivery of CSM and ITSM modules, including full data migration to ServiceNow.
- Designed an agent workspace and landing page for agents to track their cases.
Education
Masters in - Cloud Computing
University of East London
London, UK 2022.08 - 9 2023
Bachlores in - Computer Engineering
University of Mumbai
Ratnagiri, India 2016.07 - 6 2020
Skills
Modules: ITSM, CSM, HRSD, SPM, ITAM
Integrations: REST and SOAP APIs, OAuth 20, SSO, LDAP
Certification
- ServiceNow Certified System Administrator (CSA)
- Certified Implementation Specialist - ITSM
- Micro-Certifications: Flow Designer, Integration Hub, ATF, Performance Analytics
- AWS Partner Accreditation (Technical)
Affiliations
- Yoga
- Painting
Timeline
ServiceNow Developer
McLaren Automotive
2024.04 - 2026.01
ServiceNow Developer
Technosys
2023.06 - 2024.03
Masters in - Cloud Computing
University of East London
2022.08 - 9 2023
ServiceNow Developer
UST Global
2021.12 - 2022.08
ServiceNow Developer
Vadini Infocenter
2019.12 - 2021.11
Bachlores in - Computer Engineering
University of Mumbai
2016.07 - 6 2020