Deebika Manoharan
Bangalore
Summary
Dynamic professional with extensive experience in ServiceNow ITSM, focusing on process improvements and user satisfaction enhancement. Proven expertise in SLA configuration and technical documentation, supported by strong analytical skills. Successful collaboration with stakeholders led to tailored solutions that improved operational efficiency and service quality.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Process Associate
TCS
Bangalore
08.2018 - Current
- Company Overview: Dynamic professional with extensive experience at TCS in ServiceNow ITSM, driving process improvements and enhancing user satisfaction. Proven ability in SLA configuration and technical documentation, complemented by strong analytical skills. Successfully collaborated with stakeholders to deliver tailored solutions, significantly improving operational efficiency and service quality.
- Develop, maintain, and publish documentation regarding the use of ServiceNow enhancements.
- Used GlideRecord to retrieve and update data on different business conditions.
- Configure user accounts, groups, and roles, and use the UI to administer tables, fields, and relationships.
- ServiceNow system implementation and administration experience.
- Knowledge of ServiceNow applications for Incident, Change, Problem, Knowledge, CMDB, and reports/metrics.
- Configured SLA workflow for the advanced SLA configuration.
- Handling the deployment of various changes to the production instance using ALM by creating test runs.
- As a SME, Provided design, technical solutions for the user requirements and made recommendations to improve their current processes to the team by collaborating with Stake Holders.
- Resolved complex technical issues for clients, employing tailored solutions that increased customer satisfaction ratings to 95%, and directly contributed to a significant rise in service renewal rates.
- Dynamic professional with extensive experience at TCS in ServiceNow ITSM, driving process improvements and enhancing user satisfaction. Proven ability in SLA configuration and technical documentation, complemented by strong analytical skills. Successfully collaborated with stakeholders to deliver tailored solutions, significantly improving operational efficiency and service quality.
Network Engineer
HGS
Bangalore
06.2017 - 08.2018
- Created and maintained detailed network documentation, including network diagrams and device configurations.
- Monitored network performance and identified possible threats using network analysis tools.
Education
B.Tech. - Information Technology
Info Institute Of Engineering
BangaloreSkills
- Business analysis
- Tableau
- ServiceNow administration
- ServiceNow ITSM
- ServiceNow CMDB
- SLA configuration
- Change management
- Technical documentation
- Network troubleshooting
Certification
- CBAP business analysis, 05/16
- ServiceNow Certified System Administrator, 05/16
- Tableau Desktop Specialist certification
Timeline
Senior Process Associate
TCS
08.2018 - Current
Network Engineer
HGS
06.2017 - 08.2018
B.Tech. - Information Technology
Info Institute Of Engineering
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