Aarti Sanjay Thorat
Pune
Summary
ServiceNow-focused IT professional with 6+ years of experience supporting IT service operations, CRM platforms, and order management systems for global enterprise clients. Hands-on experience aligned with ServiceNow ITSM modules including Incident, Request, Change, Problem, and Service Catalog. Strong understanding of SLA management, user support, workflow-driven operations, and continuous process improvement. Experienced in PEGA, Oracle E-Business Suite (R12), Salesforce CRM, and enterprise tools.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Associate - Management and Modification
Infosys
Pune
12.2019 - 12.2025
- Handled high-volume service now requests, issues, and order-related tickets aligned with ITSM processes
- Worked on Incident and Request lifecycle, including logging, prioritization, resolution, and closure
- Managed SLA-driven cases and ensured compliance with service delivery standards
- Experience in Client Scripts, Business Rules, Flow Designer, Script Includes, and REST integrations.
- Experienced in end-to-end ServiceNow implementations, process automation, and migrating legacy systems to ServiceNow.
- Supported Quote-to-Cash processes and coordinated with cross-functional teams
- Used PEGA and Oracle R12 for workflow-based case and transaction management
Senior Associate - Network ID Planner
Tech Mahindra Ltd
Pune
12.2018 - 07.2019
- Supported service fulfillment and network provisioning activities for British Telecom projects
- Coordinated with field engineers to resolve service and connectivity issues
- Worked on structured service requests and technical documentation
Business Development Executive (CRM Operations)
Auriga Info System
Pune
11.2016 - 12.2018
- Managed CRM data including leads, opportunities, and customer records
- Used Salesforce CRM to support sales and customer engagement workflows
- Conducted demos, customer meetings, and supported end-to-end sales lifecycle
Education
Bachelor of Engineering - Information Technology
Pune University
Pune, Maharashtra, India01.2015
Skills
- ServiceNow ITSM
- Incident management
- Request management
- Change management
- Problem management
- Service catalog
- Update set
- Access control list
- Roles
- groups
- SLA monitoring
- CRM operations
- Quote to cash
- Order management
- PEGA
- Oracle EBS R12
- Salesforce CRM
- Reporting
- Dashboards
- Process documentation
- Process optimization
- Cross-functional collaboration
Certification
- ServiceNow development
- Salesforce Administrator training
- Certified Transaction Monitoring training
- Sales and Fulfillment Domain training
- I Leap 2.0 - Supply Chain and Distribution
Languages
- English
- Hindi
- Marathi
Timeline
Senior Associate - Management and Modification
Infosys
12.2019 - 12.2025
Senior Associate - Network ID Planner
Tech Mahindra Ltd
12.2018 - 07.2019
Business Development Executive (CRM Operations)
Auriga Info System
11.2016 - 12.2018
Bachelor of Engineering - Information Technology
Pune University