AMISHA SINGH
Incident Management & ITSM Professional | ITIL | ServiceNow | Azure Cloud
Bengaluru,OD
Summary
Detail-oriented IT professional with 2+ years in international voice and blended chat support, specializing in ServiceNow ITSM/ITOM operations and Azure Cloud environments. Skilled in ServiceNow scripting, ITSM module configuration, and multi-module implementations across ITOM, CSM, HRSD, and GRC. Focused on delivering high-quality support while adapting communication to diverse customer needs. Actively pursuing CSA and CAD certifications.
Overview
6
6
Certifications
2
2
years of professional experience
Work History
Programmer Analyst – IT Operations & ServiceNow Developer
Cognizant Technology Solutions
12.2022 - 02.2024
- Managed L1/L2 incident queues end-to-end using ServiceNow and Jira, achieving a 95% on-time resolution rate across a global client base.
- Developed and customised ServiceNow workflows using JavaScript and Glide API scripting, including Business Rules, Client Scripts, Script Includes, and UI Policies to automate ITSM processes.
- Handled ITSM module configuration and administration — Incident, Problem, Change, and RITM management — ensuring SLA compliance and audit-ready documentation.
- Assisted in mapping infrastructure components and resolving CMDB discrepancies within ServiceNow ITOM (Discovery, Service Mapping), enhancing data accuracy.
- Supported CSM (Customer Service Management) processes by managing case queues and maintaining service catalogue items aligned to client SLAs.
- Collaborated with HR stakeholders to document and map service workflows relevant to HRSD (HR Service Delivery) processes, including onboarding and employee request management.
- Collaborated cross-functionally within Agile/Scrum cycles to reduce client escalations by 50% and improve service delivery efficiency by 30%.
- Conducted root cause analysis (RCA) on recurring incidents, implementing preventive measures that reduced repeat ticket volumes by 20%.
- Maintained and updated knowledge base articles and SOPs in ServiceNow, improving first-call resolution rates and accelerating onboarding of new team members.
- Established real-time feedback loop to address 90% of client concerns within 24 hours, contributing to a 25% increase in positive reviews.
- Monitored system health and service availability dashboards, proactively identifying degradation patterns and escalating critical alerts before client impact.
- Coordinated resolution of complex infrastructure incidents with third-party vendors and internal engineering teams, minimizing downtime and preventing SLA breaches.
Azure Cloud Support Intern
Cognizant Technology Solutions
02.2022 - 08.2022
- Deployed and configured Azure core services — VMs, Blob Storage, Virtual Networks, Azure AD, NSGs — and assisted with cloud environment setup for enterprise clients.
- Applied Azure security practices (IAM, RBAC, MFA, encryption) and monitored performance via Azure Monitor and Log Analytics for cost and resource optimisation.
- Configured Azure Load Balancers and auto-scaling policies; explored AKS and Docker for containerised microservices deployment.
- Assisted in triaging cloud infrastructure tickets in ServiceNow, documenting resolution steps and escalating unresolved issues to senior cloud engineers.
- Triaged cloud infrastructure tickets in ServiceNow, documented resolution steps, and escalated unresolved issues to senior cloud engineers to ensure timely resolution.
- Participated in incident response drills applying ITIL practices, gaining hands-on exposure to alert management and enhancing service continuity procedures.
- Generated cloud health and cost reports using Azure Advisor and Cost Management tools, providing actionable recommendations that enhanced resource utilisation.
Education
Bachelor of Technology - Biotechnology
Odisha University of Technology And Research
Bhubaneswar 04.2001 -
High School Diploma -
Buxi Jagabandhu English Medium School
Bhubaneswar 04.2001 -
School -
Buxi Jagabandhu English Medium School
Bhubaneswar 04.2001 -
Skills
ServiceNow ITSM / ITOM
ServiceNow modules
ServiceNow Integration
CMDB / Discovery / Service Mapping
Incident / Problem / Change Mgmt
SLA Compliance (95%)
JavaScript / Glide API Scripting
Business Rules / Script Includes
Scripting & design
Technical Support
Accomplishments
- Maintained 95% SLA compliance across high-volume international voice and chat support queues at Cognizant.
- Reduced client escalation cases by 50% through empathetic handling and proactive cross-functional collaboration.
- Improved service delivery efficiency by 30% via restructured communication workflows.
- Achieved 25% increase in positive client satisfaction scores through a real-time feedback resolution system.
- Automated ITSM workflows using ServiceNow JavaScript/Glide API scripting, reducing manual processing time.
Certification
AZ-900 Microsoft Azure Fundamentals – Microsoft / Udemy
PROFESSIONAL DEVELOPMENT (2024 – PRESENT)
- Advancing toward AZ-104 certification; completed AZ-900 fundamentals and pursuing advanced Azure cloud knowledge.
- Preparing for ServiceNow CSA (Certified System Administrator) and CAD (Certified Application Developer) certifications.
- Building proficiency in ServiceNow Flow Designer, Integration Hub, and REST API integrations for enterprise automation.
- Building proficiency in Terraform (IaC), PowerShell scripting, CI/CD pipelines, Docker containerisation, and Git/GitHub workflows.
- Exploring Selenium WebDriver and REST API testing; hands-on practice in Linux administration and shell scripting.
Timeline
Programmer Analyst – IT Operations & ServiceNow Developer
Cognizant Technology Solutions
12.2022 - 02.2024
Azure Cloud Support Intern
Cognizant Technology Solutions
02.2022 - 08.2022
Bachelor of Technology - Biotechnology
Odisha University of Technology And Research
04.2001 -
High School Diploma -
Buxi Jagabandhu English Medium School
04.2001 -
School -
Buxi Jagabandhu English Medium School
04.2001 -