Pothunuri Sivani 31

ServiceNow-focused IT professional with 4 years 10 months of experience in ITSM support, Incident Management, Change Management, Problem Management, Service Request Management, and Service Operations. Experienced in end-to-end ticket lifecycle management, SLA monitoring, troubleshooting, user and access management, and service delivery using ServiceNow. Strong understanding of ITIL processes, Request Fulfillment, User Management, Role Management, Group Management, and ServiceNow Administration concepts.

Skilled in stakeholder communication, ticket resolution, root cause analysis, and operational support. Seeking opportunities in ServiceNow Administration, ITSM, and Service Operations domains.

ServiceNow ITSM Analyst - Tata Consultancy Services (TCS)

(2021-08)

• Managing incidents and service requests using ServiceNow platform
• Ensuring SLA compliance and timely ticket resolution
• Prioritizing tickets based on impact and urgency
• Coordinating with support teams for issue resolution
• Maintaining accurate documentation and updates
• Working on ITIL processes like Incident and Request Management

B.Tech / B.E. - Civil - Sir CRR College of Education, Eluru (2021)