Summary
Overview
Work History
Education
Certification
Current Project
Accomplishments
Timeline
Generic

Ashish Menaria

Hyderabad

Summary

Dynamic Senior Frontend UX TSE at ServiceNow, adept in JavaScript and ServiceNow platform enhancements. Achieved exceptional customer satisfaction and established team benchmarks. Proven leader with strong collaboration skills, driving efficiency and knowledge sharing within teams. Committed to automating workflows and resolving complex technical issues to elevate user experience.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Frontend UX TSE

ServiceNow
Hyderabad
04.2023 - Current
  • Utilized JavaScript for client-side and server-side scripting within ServiceNow platform.
  • Resolved customer issues related to Service Portal, UI policies, and dashboards.
  • Managed and resolved complex issues as final escalation point in technical support.
  • Exceeded KPIs for TTR, 48-hour Relief, and CSAT, establishing team benchmarks.
  • Acquired comprehensive knowledge of ServiceNow product processes and procedures.
  • Enhanced ServiceNow Mobile Product capabilities through REST APIs and scripting.
  • Coached team members on knowledge sharing and authored knowledge articles for improved workflows.
  • Leveraged ServiceNow's Flow Designers to automate and streamline workflows.

L2 Product Support Analyst II

HealthEdge
Hyderabad
04.2022 - 04.2023
  • Led team of 15 L1 Support members, enhancing collaboration and efficiency.
  • Collaborated with front-end developers and creative departments to create content using HTML5, CSS, and JavaScript.
  • Developed and maintained documentation including test cases, user stories, and test reports per functional specifications.
  • Monitored incident progress, ensuring timely follow-up and producing weekly and monthly reports on customer inquiries.
  • Coordinated with development and IT teams to resolve issues by analyzing root causes for efficient solutions.
  • Participated in Change Control Board to obtain client approval for task completion and expedite emergency requests.
  • Documented issues and service requests, providing regular status updates to Project Manager.
  • Delivered functional and technical support across geographies in multi-shift environments while managing team responses to client issues.

Senior Technical Support Engineer

Secure Meters Limited
Udaipur
08.2018 - 04.2022
  • Provided support through procedural documentation and relevant reports under SLA agreements.
  • Executed assignments utilizing web applications, scripts, HTML, CSS, JavaScript, and APIs.
  • Analyzed system logs and web server logs to address SMSO system issues.
  • Coordinated production support for systems and subsystems, resolving software application problems.
  • Delivered functional and technical support to customers across multiple geographies in multi-shift mode.
  • Updated risks and issues, facilitated team meetings, and maintained project schedules.
  • Resolved incidents promptly or escalated to appropriate personnel with status updates provided.
  • Collaborated with teams to analyze root causes for issues and enhance production process efficiency.

Technical Support Engineer

Fusion Business Solutions (P) Limited
Udaipur
05.2017 - 02.2018
  • Provided second line phone and email consultation to debug complex security and network issues.
  • Utilized HTML markup languages to develop user-friendly web pages.
  • Participated in 24x7 support operations and on-call rotations to ensure uninterrupted service.
  • Collaborated with Engineering to assist customers in testing and troubleshooting activities.
  • Reproduced customer issues to validate problems, delivering feedback to Engineering and Operations teams.
  • Documented incident resolutions in technical support database, ensuring accurate record-keeping.
  • Contributed to development of ongoing training programs for department personnel.
  • Mentored engineers in advanced troubleshooting and case management techniques.

Associate Application Support Engineer

Symphony Business Solutions
Udaipur
05.2015 - 04.2017
  • Ensured technical support and best practices adhered to published SLAs, achieving high satisfaction levels.
  • Took end-to-end ownership of customer issues, from initial troubleshooting to resolution.
  • Consistently met or exceeded expectations for response quality and timeliness.
  • Served as primary contact for customer matters, facilitating swift issue resolution.
  • Maintained product area knowledge repository, fostering collaboration within support organization.
  • Encouraged innovative thinking to identify process improvements and enhance customer satisfaction.

Education

Master of Business Administration - Information Technology

Janardan Rai Nagar Rajasthan Vidyapeeth University
Udaipur
11.2013

Bachelor of Computer Application - Information Technology

Janardan Rai Nagar Rajasthan Vidyapeeth University
Udaipur
09.2011

Certification

  • ServiceNow Certified System Administrator
  • Micro-Certification - Agentic AI Executive
  • Micro-Certification - Welcome to ServiceNow
  • The Complete Web Development Bootcamp
  • The Ultimate MySQL Bootcamp
  • AWS Cloud Technical Essentials
  • IT Troubleshoot Skill Training
  • Technical Support Fundamentals
  • HIPAA Compliance Course

Current Project

ServiceNow, ITSM, Senior Technical Support Engineer UX, Production Support Team, APAC, EMEA, Providing support to users/administrators of our platform., Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision., Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution., Contributing to the Knowledge Management by creating Knowledge Articles and KBs., Managing customers' expectations and experience in a way that results in high customer satisfaction., Developing and maintaining technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers., Effectively communicate with customers and internal teams via case, phone and other electronic methods.

Accomplishments

  • Received 'kudos' from leadership for resolving critical Cobalt Raven cases under pressure and ensuring client satisfaction.
  • Recognized as a top performer (Q1 2024) in the Success Squads team at ServiceNow for proactive issue resolution.
  • Published three internal knowledge base articles, adopted by global support teams.
  • Rewarded with $1,000 to assist a U.S. Customer service efficiently at Fusion Business Solutions.

Timeline

Senior Frontend UX TSE

ServiceNow
04.2023 - Current

L2 Product Support Analyst II

HealthEdge
04.2022 - 04.2023

Senior Technical Support Engineer

Secure Meters Limited
08.2018 - 04.2022

Technical Support Engineer

Fusion Business Solutions (P) Limited
05.2017 - 02.2018

Associate Application Support Engineer

Symphony Business Solutions
05.2015 - 04.2017

Master of Business Administration - Information Technology

Janardan Rai Nagar Rajasthan Vidyapeeth University

Bachelor of Computer Application - Information Technology

Janardan Rai Nagar Rajasthan Vidyapeeth University

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Ashish Menaria