Anukriti Sharma
Delhi
Summary
ServiceNow Functional Consultant with 2.5+ years of experience at HCLTech, specializing in ITSM and HRSD. Strong blend of functional and technical expertise in ServiceNow configuration, requirement analysis, and ITIL-aligned service delivery. Certified in CSA, CIS, Virtual Agent, and ITIL v4, with experience supporting enterprise clients, enhancing workflows, and improving service efficiency.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
ServiceNow Functional Consultant
HCLTech
Noida
05.2023 - Current
- Possess strong functional and technical understanding of ServiceNow ITSM module.
- Implemented and supported multiple ITSM processes, including Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, and Availability Management.
- Responsible for defining, building, implementing, and executing ITSM processes, ensuring alignment with business requirements and ITIL best practices.
- Gathered and analyzed business requirements, performed customer need analysis, and translated requirements into ServiceNow configurations.
- Developed comprehensive product and process documentation, including Process Manuals, Workshop Presentations, Training Documents, FRS, User Stories, Test Cases, and Test Scripts.
- Implemented ITSM integrations with various tools and applications to enable seamless data flow and process automation.
- Conducted end-user and stakeholder training sessions on ServiceNow ITSM functionalities.
- Provided functional support focused on customer satisfaction, relationship management, and retention.
- Actively involved in UAT execution, defect resolution, and production support.
- Collaborated with cross-functional teams to deliver scalable and stable ServiceNow solutions.
Education
MBA - Marketing And Analytics
ICFAI Business School, ICFAI University
Gurgaon, India02-2023
BBA - Business Administration And Management
Vivekananda Institute of Professional Studies
Delhi, India02-2018
Skills
- ServiceNow ITSM
- ServiceNow HRSD
- Customer Relationship Management
- Requirement Gathering
- Strong Analytical and Problem-Solving Skills
- Stakeholder Communication and Coordination
- Process Mapping and Documentation
- Ability to Handle Multiple Projects and Clients
- UAT Coordination
- End-User Training
Certification
Certified System Administrator - ITSM
Internships
Inventure Growth and Securities Ltd - Feb 2022 to May 2022
Project: Marketing techniques of Inventure Growth & Securities.
- Gained comprehensive knowledge of mutual funds, SIPs, insurance, and other financial securities
- Developed and executed marketing strategies to promote the company's products and services
- Generated sales leads, converting prospects into clients by selling HDFC Life and ICICI Prudential Life Insurance, and successfully converted leads into clients
Sopra Steria India Ltd - Jun 2017 to Aug 2027
Project: Working capital management - a longitudinal analysis on Atos, Capgemini, and Sopra Steria
- Analyzed working capital metrics to identify key ratios reflecting the financial health of companies
- Assessed historical financial documents to evaluate creditworthiness and ability to meet debt obligations
- Prepared detailed presentations and reports showcasing the analysis, which were presented to senior Stakeholders at Sopra Steria
Timeline
ServiceNow Functional Consultant
HCLTech
05.2023 - Current
MBA - Marketing And Analytics
ICFAI Business School, ICFAI University
BBA - Business Administration And Management
Vivekananda Institute of Professional Studies