Richa Sengar
Service Management
Khurai
Summary
Dynamic ITSM professional specializing in ServiceNow, with a strong focus on incident, request, change and escalation management. Proven expertise in ServiceNow administration includes user and group management, catalog operations, and CMDB awareness, complemented by effective SLA tracking and reporting. Adept at supporting workflows and driving ITIL-aligned operations to enhance service delivery and operational efficiency. Committed to leveraging technical skills and industry knowledge to optimize IT service management processes.
Overview
4
4
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Sr. Analyst – ServiceNow / ITSM Administration
Capgemini Technology Services India Ltd
10.2024 - Current
- Managed Incident, Request & Change workflows on ServiceNow, ensuring SLA compliance and correct ticket classification.
- Performed user/group/role administration and platform hygiene monitoring.
- Reduced MTTR by 20% and improved SLA compliance from 80% to 95%.
- Handled 70+ monthly escalations and led PIR/RCA documentation.
Analyst – ServiceNow Operations & Technical Support
NTT Data
07.2023 - 10.2024
- Delivered L1/1.5 support on ServiceNow, AD, Citrix VDI, Windows OS.
- Managed incidents, requests, CMDB entries, and catalog tasks.
- Ensured SLA tracking, escalation, and documentation accuracy.
Sr. Executive – CRM & Data Quality
IndiaMART
04.2022 - 08.2022
- Maintained CRM data quality similar to CMDB standards.
- Managed datasets across Salesforce and research tools.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Education
BA (Hons) - Economics
IEHE
Bhopal, MPSkills
ServiceNow administration
Active Directory management
Citrix support expertise
O365 application expertise
Resilient in dynamic environments
Performance monitoring
Data analysis
Advanced Excel
Report preparation
Client management
Accomplishments
- NCC Captain
- Volunteer (Fly Foundation)
- Grievance Cell Representative
- College Awards
Certification
ITIL 4 Foundation
Interests
Gardening, Social Work, Photography, Wildlife
CORE SKILLS – SERVICENOW ADMINISTRATION
- ServiceNow Admin
- ITSM Processes
- Incident/Change/Request Mgmt
- User/Group/Role Admin
- Reporting & Dashboards
- SLA Monitoring
- CMDB Awareness
- Workflow Support
- Documentation
- AD
- Citrix
- O365
Timeline
Sr. Analyst – ServiceNow / ITSM Administration
Capgemini Technology Services India Ltd
10.2024 - Current
Analyst – ServiceNow Operations & Technical Support
NTT Data
07.2023 - 10.2024
Sr. Executive – CRM & Data Quality
IndiaMART
04.2022 - 08.2022
BA (Hons) - Economics
IEHE