Sandeep N
Senior Associate Consultant
Bengaluru,KA
Summary
Senior Associate Consultant with 3+ years of ServiceNow support experience across ITSM and IDLM modules. Specialized in L1/L2 technical support for resolving incidents and service requests in ServiceNow while minimizing downtime and boosting end-user productivity. Expert in ITIL-aligned service delivery including Incident, Problem, Change, and Configuration Management. Skilled in root cause analysis, SLA/KPI monitoring, and cross-team escalation of complex issues. Experienced in full user lifecycle management — onboarding/offboarding, account provisioning, and access configuration using Active Directory, O365, and VPN tools. Strong IAM support background with focus on secure access management and policy compliance. Hands-on with ServiceNow, Jira, and BMC Remedy. Apply ITIL framework knowledge across all 5 lifecycle stages — Service Strategy, Design, Transition, Operation, and Continual Service Improvement — backed by technical proficiency in ServiceNow, O365, Outlook, and Active Directory.Committed to SLA adherence, customer satisfaction, and operational excellence in enterprise IT support.
Overview
3
3
years of professional experience
Work History
Senior Associate Consultant
BOSCH
12.2022 - Current
- Provide first and second-level technical support for end users across Windows platforms, via ServiceNow - ITSM.D and IDLM
- Analyzes and resolves incidents and requests regarding use of application, software.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Proficiency in using support software tools -Outlook, O365, Active Directory, VPN, ServiceNow
- Manage the customer's problem through effective diagnosis, resolution, or investigation tools implementation to increase productivity for customers.
- Assist in onboarding/offboarding processes including account provisioning, and access configuration.
- Authored and maintained knowledge base articles to improve internal documentation and user self-service.
Education
MCA - Computer Application
Manipal University
03.2025
BCA - Computer Application
KLE Society's Degree College
10.2022
Skills
- ServiceNow - ITSM support
- ITIL knowledge
- IAM Expert
- Service management tools
- SLA and KPI monitoring
- Identifying areas for improvement
- ITIL Framework
- Service Operation
- Continual Service Improvement
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- PL/SQL
- SQL
- Oracle APEX
Websites
Timeline
Senior Associate Consultant
BOSCH
12.2022 - Current
MCA - Computer Application
Manipal University
BCA - Computer Application
KLE Society's Degree College
Core Strengths And Skills
- ITSM support: ITIL knowledge; experience with service management tools (ServiceNow, Jira, BMC Remedy, etc.)
- SLA and KPI's: Monitoring and reporting on SLA performance; Identifying areas for improvement and implementing changes
- ITIL Framework: Knowledge of ITIL lifecycle stages (Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement).
- Service Management Processes: Understanding of ITIL processes, including Incident Management, Problem Management, Change Management, and Configuration Management.
- IAM support: Expert in handling tasks assigned to IAM support teams
- Programming languages: C#, PL/SQL, SQL, core java, Oracle APEX.
Certifications And Achievements
- AWS Identity and Access Management (IAM)
- ITIL V4 Foundation Certification
- BOSCH Shabash rewards: Showcased learning agility by independently mastering IDLM Application and completing challenges and tasks assigned, resulting in customer appreciation.
- Oracle APEX Developer Professional certified by Oracle
- Certified Junior Software Developer (from National Skill Development Corporation (NSDC))
Disclaimer
I do here by declare that all the above-furnished details are true to the best of my knowledge & belief.