Spandana Ravuru

I am working as a ServiceNow Consultant from December 2023 to the present.

Job Role: I will be responsible for the development and support of the ServiceNow implementation. Where it involves combining ITIL-based process consultancy with agile methods (Scrum) and enhancing the company's ServiceNow delivery capability.

Responsibilities: As a ServiceNow consultant, my responsibilities typically revolve around helping clients leverage the ServiceNow platform to streamline their processes and achieve their business objectives.

Here's a breakdown of some key responsibilities:

Requirement Analysis: Collaborate with clients to understand their business needs, challenges, and goals. Translate these requirements into actionable plans for ServiceNow implementation.

Solution Design: Design and architect solutions on the ServiceNow platform to address the identified business requirements. This involves configuring existing ServiceNow modules, and potentially developing custom applications or integrations.

Platform Configuration: Configure ServiceNow applications, modules, workflows, forms, and other elements according to the designed solution. Customize the platform to align with the client's unique processes and workflows.

Custom Development: Develop custom solutions using ServiceNow's scripting languages (JavaScript), and other development tools to extend platform functionality where standard configurations are insufficient.

Integration: Integrate ServiceNow with other systems and applications within the client's IT ecosystem. This may involve working with APIs, web services, middleware platforms, or third-party integration tools.

Process Improvement: Identify opportunities for process improvement and automation within the client's organization. Recommend and implement ServiceNow-based solutions to optimize workflows, increase efficiency, and reduce manual effort.

Best Practices Implementation: Ensure that ServiceNow implementations adhere to best practices and industry standards for IT service management (ITSM), IT operations management (ITOM), and other relevant domains.

User Training and Adoption: Provide training and support to end-users, administrators, and other stakeholders to ensure the effective adoption of ServiceNow solutions. Create training materials, and conduct workshops as needed.

Documentation: Document solution designs, configurations, and customizations to facilitate knowledge transfer, and future maintenance. Create user guides, technical documentation, and other relevant materials as required.

Quality Assurance and Testing: Conduct thorough testing of ServiceNow configurations and customizations to ensure they meet functional and performance requirements. Identify and resolve any issues or defects before deployment.

Project Management: Manage ServiceNow implementation projects from initiation to completion. This includes planning, scheduling, resource allocation, risk management, and stakeholder communication.

Continuous Improvement: Stay updated on ServiceNow platform updates, new features, and industry trends. Proactively identify opportunities to enhance existing solutions, and provide recommendations to clients for ongoing improvement.

Client Relationship Management: Build and maintain strong relationships with clients by understanding their needs, delivering value-added solutions, and providing exceptional service and support.

Support and Maintenance: Provide ongoing support and maintenance for ServiceNow solutions, post-implementation. Address client inquiries, troubleshoot issues, and implement enhancements as needed to ensure continued satisfaction and success.

I have worked as an analyst from February 2023 to December 2023.

Here are some of my responsibilities as an analyst.

Roles and Responsibilities as an Analyst:

1. Providing hardware, software, and network problem diagnosis and resolution via telephone, email, or chat for the customer’s end use. Route problems to internal second and third-level IT support staff.

2. Coordinate and manage relationships with vendors and support staff that resolve hardware, software, and network problems.

3. Using the Incident Management System to document and manage problems, work requests, and their respective resolutions and circumventions.

4. Responds to telephone calls, emails, instant messages, and assigned tickets from users; assigns work orders/incidents to appropriate support teams and follows up until closure.

5. Providing Level 1 remote desktop support and performing other activities based on SOPs.

6. Performing user account management activities.

7. Escalate complex problems to the appropriate support specialists.

8. Troubleshoot client software and basic network connectivity problems.

9. Identify, evaluate, and prioritize customer problems and complaints.

10. Routine maintenance updates with other IT staff and business units.

11. Providing knowledge transfer of Service Desk operations.