Ankita Koner

IT Service Management professional with 4.5 years of experience in Incident Management, Problem Management, Change Management, SLA governance, and Service Delivery within enterprise environments. Hands-on experience with ITIL practices, ServiceNow ticket lifecycle management, KPI reporting, escalation handling, and Root Cause Analysis (RCA). Additionally experienced in SAP functional support activities including user coordination, ticket handling, business process support, and cross-functional collaboration.

Skilled in ensuring SLA compliance, operational governance, and continuous service improvement.

ITSM Analyst/SAP Functional Support - Capgemini - Pune

(2025-03)

• Supported enterprise IT operations by managing incidents, requests, and change activities using ServiceNow.
• Ensured SLA adherence and monitored ticket queues for timely issue resolution.
• Assisted in service performance reporting, KPI monitoring, and operational dashboard preparation.
• Worked with stakeholders and support teams to resolve escalated incidents and operational issues.
• Participated in problem management activities and RCA documentation processes.
• Assisted SAP-related ticket management and end-user support activities.
• Assisted business users with SAP process-related queries and issue coordination.
• Collaborated with support teams to ensure smooth SAP support operations and service delivery.
• Contributed to workflow optimization and process improvement initiatives.

ITSM Analyst - Capgemini - Pune

(2022-02 - 2025-02)

• Managed incidents, service requests, and change activities using ServiceNow within SLA timelines.
• Monitored ticket queues and coordinated with support teams for timely issue resolution.
• Assisted in SLA tracking, KPI monitoring, and operational reporting activities.
• Helped incident escalation management and problem management processes.
• Collaborated with cross-functional teams to resolve operational and technical issues.
• Participated in Root Cause Analysis (RCA) documentation and service improvement initiatives.
• Assisted users with SAP-related ticket handling and support coordination activities.
• Worked with SAP support teams for issue tracking and user query resolution.
• Aided enterprise IT operations while ensuring service quality and compliance standards.

B.Tech - Computer Science and Engineering - Maulana Abul Kalam Azad University of Technology (2020)