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.
- Handled escalations, client requests, and product requirement analysis to reduce onsite dispatches and improve support outcomes.
Executive – Web Services - AOL - Bangalore, India
(2009-03 - 2010-11)
Delivered insights into online customer behavior to support effective and efficient business strategy.
