Deebika Manoharan

• Gathered, analyzed, and documented business requirements for ITSM processes, aligning solutions with organizational goals using ServiceNow best practices.
• Configured and administered core ServiceNow modules including Incident, Change, Problem, Knowledge, and CMDB, ensuring efficient service management and process standardization.
• Acted as a liaison between business stakeholders and technical teams, translating requirements into clear functional specifications, user stories, and acceptance criteria.
• Collaborated with developers and integration teams to implement solutions, ensuring seamless integration with enterprise systems.
• Supported ServiceNow platform upgrades, patches, and instance migrations, ensuring system stability and minimal business disruption.
• Led and participated in UAT, regression testing, and release validation to ensure quality deliverables and alignment with business needs.
• Maintained detailed documentation including BRDs, FSDs, process flows, and configuration guides to support governance and knowledge transfer.
• Identified process improvement opportunities and recommended enhancements to optimize workflows, improve SLA compliance, and enhance user experience.

• Monitored network performance and security, troubleshooting connectivity issues to maintain uptime.
• Installed and maintained software updates on servers, routers, firewalls, and network devices.
Created and maintained network documentation including diagrams and device configurations.