Snegha Latha Ramesh Babu

Led knowledge article creation and publication; acted as ITSM SME; conducted system testing and workflow implementations for Incident, Service Catalog, Asset Management and RFC; supported disaster recovery; resolved 1000+ incidents and 700+ service requests with 98% SLA; implemented dashboards, workflows, business rules, scheduled jobs, LDAP, MFA, and API integrations; managed update sets and migrations; improved automation and process efficiency (client Sodexo).

Provided L2 ITSM support for Sodexo engagements, troubleshooting application, database, and batch scheduling issues; monitored performance using UNIX-based tools and ITRS; configured ServiceNow forms, workflows, ACLs, and client scripts; managed user provisioning and access control; conducted RCA and maintained KEDB; supported release validation and post-release checks including AutoSys, SQL data verification, and UNIX monitoring; collaborated with stakeholders and vendors to improve reliability and release readiness.

Provided L2 support for critical incidents and service requests escalated from L1, troubleshooting application, database, and job scheduling issues using SQL, AutoSys, and UNIX commands; monitored and optimized ServiceNow functionality and platform performance; administered platform configurations including forms, UI policies, business rules, ACLs, and workflows; resolved API integration issues; conducted root cause analysis and maintained Known Error Database (KEDB); coordinated releases and post-release validation; managed user provisioning and role-based access; prepared L1 training materials; collaborated with cross-functional teams including development and vendors to improve reliability and efficiency.