Gautami Jambotkar

ServiceNow Reporting and Data Analyst with 4+ years of experience supporting enterprise ITSM operations for US clients. Specialized in ServiceNow dashboards, SLA/MTTR analytics, and executive reporting, with experience analyzing 1,000+ incidents and service requests annually. Strong in KPI tracking, breach analysis, data validation, and trend analysis, translating ServiceNow data into actionable leadership insights using ServiceNow, Power BI, SQL, and Advanced Excel.

Service Management / Reporting Analyst (US – PwC) - Tata Consultancy Services (TCS) - US

(2024-12)

• Built ServiceNow Dashboards monitoring 100+ incidents/month and SLA performance in real time, improving visibility and cutting reporting.
• Designed Excel and Power BI Reporting for 5+ stakeholder groups, standardizing KPIs and strengthening leadership decision-making.
• Automated Data Refresh and Validation Pipelines, reducing manual effort and maintaining reporting accuracy.
• Tracked SLA and MTTR Performance and led breach analysis for 20+ SLA breaches/quarter, driving improvement in SLA adherence.
• Delivered Monthly Executive Reports to US stakeholders, highlighting service risks, trends, and corrective actions.

Third-Party Application Support Team – CA (PwC) - Tata Consultancy Services (TCS) - CA

(2023-01 - 2024-12)

• Delivered L1/L2 Application Support for 10+ enterprise applications, resolving tickets within SLA.
• Managed Incident, Request and Change Queues handling 80–100 tickets/month, reducing backlog.
• Executed Proactive Health Checks, lowering unplanned outages.
• Resolved Access and Performance Issues through root cause analysis, cutting repeat incidents.
• Led Vendor Escalations with 5+ third-party providers, shortening resolution cycles.
• Applied ITIL and Compliance Controls, ensuring audit-ready service delivery.

SaaS L2 Application Support Team US - PwC - Tata Consultancy Services (TCS) - US

(2022-01 - 2023-12)

• Provided L2 SaaS Support for 5+ enterprise platforms (DocuSign, Concur, Cvent, Meet@PwC), achieving on-time resolution.
• Owned Incident and Escalation Management for 60+ tickets/month, reducing resolution delays.
• Partnered Vendors and Internal Teams on complex issues, minimizing user downtime and service impact.
• Authored SOPs and Knowledge Articles, reducing repeat resolution time.

Master of Computer Applications - Computer Applications - Jain University (2023-01 - 2025-12)

Bachelor of Computer Applications - Computer Applications - K.L.E Society's R.L. Science Institute (2018-01 - 2021-12)