ROHITH N A
Bangalore,Karnataka
Summary
Proactive Support Associate and ServiceNow Superuser with hands-on experience in financial systems, automation tools, and client relationship management. Adept at identifying and resolving technical issues, optimizing workflows, and ensuring SLA compliance through collaboration and analytical problemsolving. Skilled in using ServiceNow, PIA (Purchase Invoice Automation), SmartWorkflow, and SmartCapture to automate invoice handling and streamline data integration with financial systems. Known for strong communication skills, customer focus, and the ability to coordinate across teams to achieve high-quality, timely results.
Overview
2
2
years of professional experience
Work History
Senior Associate
OneAdvanced
Bangalore, KA
07.2024 - Current
- Delivered technical solutions with a 98% success rate (e.g., University of Manchester, a high-value customer), enabling scalable, efficient B2B marketplace transactions through robust integrations and strategic issue resolution.
- Developed Jira workflows integrated with Salesforce and ServiceNow; resolved tickets 40% faster within 3 days.
- Tested and identified errors and configuration concerns in the buyer's finance system, resolving data field issues and inconsistencies (e.g., reduced processing time from 10 days to 7 days) through detailed analysis and collaboration.
- Acted as the primary contact for buyers and suppliers, driving a 40% increase in customer satisfaction by delivering timely technical resolutions, maintaining clear and professional communication, and ensuring consistent follow-through on complex, high-priority queries.
- Led triage and prioritization of high-impact incidents, maintaining strict SLA compliance; achieved a 98% on-time resolution rate for P1 and P2 cases by executing strategic escalations and driving effective stakeholder engagement.
- Handled certificate renewals, account updates, and routine maintenance requests.
- Acted as the primary contact for technical queries via email using Salesforce and ServiceNow and resolved 1,000+ tickets in one year through effective troubleshooting and coordination.
Education
Bachelor of Engineering - Aeronautical Engineering
Mangalore Institute of Technology & Engineering
01.2024
Skills
- B2B Marketplace Operations
- SQL
- EProcurement System Testing
- ServiceNow
- Salesforce
- Jira
- PIA (SmartWorkflow, SmartCapture)
- Kibana
- MailChimp
- Postman
- MS Excel
- Communication
- Chat and email support
- Claims processing and validation
- Customer issue resolution
- Escalation management
- Service Level Agreement (SLA)
- Technical and troubleshooting
- Error Replication and reporting
- Incident Management
- Application troubleshooting
- Microsoft Teams
- Outlook
- Creating Knowledge based article
- Multitasking and time management
Personal Information
Title: Customer support associate
Timeline
Senior Associate
OneAdvanced
07.2024 - Current
Bachelor of Engineering - Aeronautical Engineering
Mangalore Institute of Technology & Engineering