Saathwika Sabbiti
Andhra Pradesh
Summary
Results-driven professional seeking to leverage experience in ITSM processes, requirement gathering, and ServiceNow implementation to contribute effectively with expertise in Incident, Problem, Change, Request, and Knowledge Management modules. Skilled in business and functional requirement documentation, stakeholder collaboration, UAT support, reporting, dashboards, and ITSM integrations. Committed to delivering ITIL-aligned, scalable solutions while supporting process improvements and global delivery initiatives.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Accenture
hyderabad
08.2023 - Current
- Gathered, analyzed, and documented business requirements for ITSM processes using ServiceNow in a global delivery environment.
- Conducted stakeholder workshops, interviews, and requirement validation sessions to identify challenges, gaps, and improvement opportunities.
- Translated business needs into detailed functional and technical requirements, user stories, and workflow diagrams for ServiceNow development teams.
- Worked closely with developers and administrators to configure, test, and deploy ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge.
- Assisted in UAT planning, execution, defect tracking, and closure, ensuring alignment with business objectives.
- Prepared process documentation, KB articles, user manuals, and training materials to ensure successful deployment and adoption.
- Provided post-implementation support and continuous improvement recommendations, driving ITSM efficiency and compliance.
- Ensured adherence to governance, ITIL best practices, and organizational standards across all ITSM processes.
Managed SLA tracking and monitoring, prepared SLA breach reports, and dashboards.
Education
Bachelor of Technology - Computer Science
Vignan's Institute of Information Technology
Duvvada, Visakhapatnam05-2023
Skills
- ServiceNow ITSM (Incident, Problem, Change, Request, Knowledge) Configuration & Support
- ITIL-aligned ITSM Processes & Best Practices
- Business & Functional Requirements Documentation (BRD, FRD)
- Stakeholder Workshops, Interviews & Requirement Validation
- User Stories, Use Cases, Workflow Diagrams
- UAT Planning, Execution & Defect Management
- ServiceNow Reporting & Dashboard Development
- ServiceNow Integrations (REST API, LDAP, HRIS, Monitoring Tools)
- SDLC & Agile / Waterfall Methodologies
- Cross-functional & Global Team Collaboration
- Governance & Compliance in ITSM Projects
Volunteering
- Content writer - Vignan's ACM Nov 2021 - Dec 2022
Created engaging technical and event-related content for hackathons and workshops, Collaborated with team members to draft articles, announcements, promotional content aligned with ACM standards and objectives.
Certification
MySQL Certification (Proficiency Level: P3.5) with strong theoretical understanding of relational databases, SQL concepts, query structures, joins, aggregations, and data analysis principles used in reporting and analytics.
Accomplishments
Spotlight Award for consistently achieving higher VSAT scores and receiving strong positive stakeholder and customer feedback.
Bright Beginner Award for securing high scores in internal Professional Knowledge Tests, demonstrating strong analytical and technical fundamentals.
Bright Beginner Award for securing high scores in internal Professional Knowledge Tests, demonstrating strong analytical and technical fundamentals.
Timeline
Accenture
08.2023 - Current
Bachelor of Technology - Computer Science
Vignan's Institute of Information Technology