Hi, I’m
Shanmugapriya C
ServiceNow Developer
Chennai
Summary
Dynamic ServiceNow Developer at Tata Consultancy Services with a proven track record in enhancing user satisfaction and ITIL compliance. Expert in service portal design and IT troubleshooting, I foster collaboration and streamline workflows, significantly boosting client satisfaction through effective problem resolution and proactive issue management.
Overview
7
years of professional experience
Work History
Tata Consultancy Services
ServiceNow Developer
04.2022 - 01.2025
Job overview
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
- Streamlined IT service delivery with the implementation of ServiceNow best practices.
- Designed user-friendly forms and interfaces within the platform, improving user experience and overall efficiency.
- Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
- Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Promoted collaboration among IT team members, facilitating knowledge sharing and skill development opportunities.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
Clarivate Analytics
Product Support Analyst
03.2019 - 12.2021
Job overview
- Worked closely with development teams to prioritize bug fixes and feature requests based on customer feedback.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Developed custom solutions for clients, resulting in higher satisfaction rates and retention.
CSS Corp Private
Technical Support Engineer
12.2017 - 02.2019
Job overview
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Anna UniversityArni Campus
Bachelor of Science from Computer Science
05.2001
St.Ann's Matric.Hr.Sec.SchoolChennai
from Computer Science
03-2012
Skills
Service portal design
Service catalog management
ITIL processes
IT troubleshooting
IT performance reports
Teamwork and collaboration
Application installations
Technical documentation
Remote support
Analytical thinking
SLA configuration
ServiceNow development
Accomplishments
Gold Medalist - Anna University (2012-2016 Batch) in Computer Science
Intern of IIT-Mumbai - Worked in CDEEP project during the Summer Internship at IIT Campus, 2015
Star of the Month & Quarter - Clarivate Analytics
Quality topper - TCS
Timeline
ServiceNow Developer
Tata Consultancy Services
04.2022 - 01.2025
Product Support Analyst
Clarivate Analytics
03.2019 - 12.2021
Technical Support Engineer
CSS Corp Private
12.2017 - 02.2019
Anna University
Bachelor of Science from Computer Science
05.2001
St.Ann's Matric.Hr.Sec.School
from Computer Science