Sonali Mallik

Customer Success & Service Operations | ServiceNow Workflows | AI-Enabled Enterprise Support | EMEA Customer Adoption

Talent

BasingstokeMember since August 22, 2026

Enterprise customer engagementOnboardingAdoption supportRetention-focused engagementCustomer value realizationServiceNow workflowsITSMCMDBIncidentChangeProblemRequest FulfilmentService CatalogueKnowledge ManagementGlobal Queue ManagementCase dispatchSLA governanceP1/P2 riskEscalation coordinationFollow-the-Sun operationsProcess improvementPlaybooksWorkflow documentationBacklog reviewsOperational reportingCustomer success metricsStakeholder ManagementServiceNow AI learningAI-driven service operationsSmarter case management

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Enterprise customer engagementOnboardingAdoption supportRetention-focused engagementCustomer value realization

About

UK-based professional with valid work authorization (Dependent Visa).

Customer

Success and Service Operations professional with 15+ years of experience across SaaS customer success, IT Service Management, enterprise support operations, ServiceNow workflow optimization, business analysis and resource management. Currently working at ServiceNow as a Resource Management Representative / Global Queue Management partner, supporting real-time case dispatch, SLA risk management, workload balancing, workforce coordination, escalation handling and cross-regional support operations across EMEA, APJ, Hyderabad and US teams. Experienced in supporting enterprise customer environments through onboarding, adoption, stakeholder engagement, service improvement, escalation management, operational governance and customer-focused process optimization.

Experience

Resource Management Representative / Global Queue Management Partner - ServiceNow - Platform Technologies, EMEA

(2023-06)

Manage real-time resource allocation, case ownership, queue health, SLA risk and workload balancing across ServiceNow support teams, ensuring customer cases are routed to appropriately skilled resources within response windows.

Manage daily case dispatch, queue monitoring and workload balancing across technical support teams, consistently handling 100+ cases daily during high-volume operational periods.
Partner with GQMs, SDMs, SMEs, TSEs, CSRs and leadership teams to coordinate priorities, manage assignment conflicts, and protect customer commitments.
Monitor Auto Workforce Assignment routing and intervene manually when automated assignment fails, maintaining service continuity and avoiding delays in case ownership.
Assess availability, skillset readiness, urgency, impact, Special Handling Notes, backlog and SLA risk to make effective routing and prioritization decisions.
Track P1/P2 SLA breach risk and escalate to SDMs or support leadership where required to protect customer outcomes and business-critical service commitments.
Coordinate Follow-the-Sun handovers across EMEA, IND, APJ and US teams, maintaining clear documentation of open actions, ownership transitions and operational risks.
Support workforce planning through WFM schedule updates, shift rotation planning 3+ months in advance, public holiday planning, leave tracking, capacity visibility and absence coverage.
Maintain operational governance through case notes, work notes, TAP documentation, FTS board reviews, SAM escalation support, and structured handover records.
Key achievements: Managed 100+ customer cases per shift during peak periods; covered multiple solo RMR/GQM shifts during colleague absences; supported cross-regional case continuity and SLA protection across EMEA, APJ, Hyderabad and US operations.

IT Service Management Process Lead to ServiceNow Business Analyst - NTT DATA - Bangalore, India

(2016-10 - 2023-03)

Promoted into ServiceNow Business Analyst role while supporting ITSM process engineering, ServiceNow workflow optimization, request management, catalogue governance, knowledge management and service improvement for multiple global customers.

Owned Request Management process performance, deliverables and improvement activities across ServiceNow Service Catalogues for global customer accounts.
Managed end-to-end Customer Service Request delivery in line with ITIL guidelines, including complex and contract-specific requests through Request Fulfilment processes.
Governed the IT Request Catalogue in ServiceNow, working with administrators and developers on timely creation, maintenance and improvement of catalogue items.
Defined fulfilment standards, approval of workflows, rejection processes, request routing, backlog reviews, aged request tracking, SLA performance and customer satisfaction improvement activities.
Gathered business requirements, documented as-is and to-be process flows, designed service catalogue workbooks and supported sprint planning for ServiceNow changes and enhancements.
Supported ServiceNow implementations and instance upgrades across ITSM modules including CMDB, Incident, Change, Problem, Request Fulfilment, Service Catalogue and Knowledge Management.
Built and maintained Knowledge Base processes and knowledge assets to improve analyst efficiency, knowledge sharing and consistent service delivery.
Key achievements: Delivered Request Fulfilment improvements across multiple global accounts; created repeatable process documentation, knowledge assets, service catalogue workbooks, as-is/to-be flows and sprint planning inputs to support scalable ServiceNow delivery.

Customer Success Manager - Cisco - Bangalore, India

(2013-07 - 2016-10)

Consulted enterprise customers on the value of Cisco WebEx products, acting as a trusted advisor across onboarding, product adoption, engagement and optimization.

Partnered with global Relationship Managers to support customer usage, education and retention through tailored consulting and regular communication.
Delivered structured onboarding, customer training, feature communication and adoption support to help customers make effective use of WebEx solutions.
Used client data and customer insights to identify engagement opportunities and support retention-focused customer success activities.
Created campaign process flows and acted as Mentor/SPOC for new joiners, supporting customer success campaigns, technology upgrades and operational readiness.

Senior Engineer, Enterprise Accounts - Hewlett Packard Enterprise - Bangalore, India

(2010-11 - 2013-07)

Managed service relationships for premium corporate accounts, delivering responsive support across software, hardware, and network-related customer requests.