Akanksha Pandey

• Lead and oversee end-to-end ServiceNow consulting engagements, driving projects from scoping and requirements gathering to design, development, testing, deployment, and support.
• Delivered transformative ServiceNow solutions for clients such as EXL Services, Dentsu, and Honda, integrating Now Assist, ServiceNow AI Lens, and custom AI-driven workflows to streamline operations, accelerate process automation, and enable data-driven decision-making.
• Integrated AI-powered tools and automation frameworks into client business processes, enhancing efficiency and enabling data-driven decision-making.
• Delivered pre-sales solution consulting, providing technical demos, proof-of-concepts, and recommendations for AI/automation adoption.
• Partnered with product management, marketing, and professional services to align solutions with client requirements and industry trends and make case studies.
• Delivered proof-of-concept for automated ticket routing and SLA monitoring using AI-enabled workflows.
• Led pre-sales solution consulting, providing technical demonstrations, proofs-of-concept, and tailored recommendations for AI-enabled ServiceNow deployments.

• Collaborate with clients to gather and analyze business requirements for end-to-end ServiceNow implementations across multiple environments.
• Directed enterprise-scale ServiceNow implementations and platform upgrades for clients including National Stock Exchange of India, Publicis Groupe, UD Trucks, Airtel Payments Bank, TaskUs, and Mizuho Securities, delivering AI-enabled automation, workflow optimization, and reusable solutions that enhanced operational efficiency and supported strategic business objectives.
• Analyze existing business processes and workflows to identify areas for improvement and optimization using the ServiceNow platform.
• Create comprehensive documentation encompassing business processes, requirements, and technical specifications.
• Conduct workshops and deliver training sessions to facilitate effective adoption of ServiceNow applications among end-users for multiple customers.
• Successfully executed the requirement gathering for 130 Service Catalog items, delivering them within a one-month timeframe.
• Proficiently lead cross-functional teams of over 10 members in the execution of project implementations for biggest stock exchange of India.
• Applied critical thinking to evaluate and position ServiceNow AI capabilities (e.g., Now Assist, predictive intelligence, intelligent automation) within customer workflows.
• Supported identification of AI-driven use cases to automate service processes, improve user experience, and enable data-informed decision-making on the Now Platform.
• Supported pre-sales discovery, solutioning, and deal qualification in collaboration with sales and solution architects.
• Translated customer requirements into feasible ServiceNow solution architectures and implementation approaches.
• Contributed to effort estimation, scope definition, and proposal development for ServiceNow engagements.
• Collaborated with internal delivery teams, solution architects, and sales during pre-sales and implementation phases.

• Supported deployment of ServiceNow ITSM processes (e.g., Incident, Request, Change) following best practices.
• Assisted with data validation, configuration testing, and deployment activities across lower environments.
• Supported integrations and data loads under guidance from senior developers and architects.
• Prepared and executed test cases to validate ServiceNow configurations against requirements.
• Supported UAT cycles, defect triage, and post-go-live stabilization activities.
• Assisted in resolving configuration issues and implementing approved enhancements.
• Collaborated with customers and internal teams to support successful platform adoption.

• Managed strategic enterprise accounts utilizing the ServiceNow platform, ensuring alignment between business objectives and IT service transformation initiatives.
• Acted as the primary liaison between customers, delivery teams, and ServiceNow stakeholders to drive successful implementation and adoption.
• Identified upsell and cross-sell opportunities across ITSM, automation, and digital workflow initiatives.
• Conducted executive-level business reviews, presenting performance metrics, roadmap alignment, and value realization outcomes.
• Monitored SLAs, KPIs, and customer satisfaction metrics to ensure high service quality and retention.
• Collaborated with technical teams to translate client requirements into scalable ServiceNow solutions.
• Supported proposal development, contract negotiations, and account growth strategies.

Key Achievements:

• Strengthened customer retention through proactive engagement and value-based consulting.
• Improved service delivery performance through structured KPI tracking and stakeholder governance.
• Contributed to revenue growth by identifying digital transformation and automation opportunities.

• Spearheaded lead generation and diligent follow-up procedures.
• Orchestrated digital and email campaigns with precision.
• Executed cold-calling initiatives across domestic and international markets.
• Delivered comprehensive product and service demonstrations to key decision-makers within organizations.
• Meticulously managed databases encompassing both existing and new client accounts.
• Actively engaged in conferences, webinars, and meetings.
• Conducted in-depth discussions with clients for a thorough exploration of their needs and requirements.