Available to hire
I am Snegha Latha Ramesh Babu, a detail-oriented ITSM Analyst with four years of experience delivering reliable ITSM services in global organizations. I specialize in ServiceNow, ITIL-aligned Incident, Change, Problem Management, and automation to streamline workflows, improve SLA compliance, and enable self-service through knowledge bases and dashboards.
I collaborate with stakeholders across aviation, food, and hospitality sectors, lead knowledge article development, disaster recovery planning, and integrate external systems for automated CMDB updates. I communicate complex technical solutions to non-technical audiences and thrive in fast-paced environments that demand accuracy and reliability.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Work Experience
ITSM System Analyst at Tata Consultancy Services, Inc.
April 1, 2024 - October 13, 2025Escalation Handling & L2 support for critical incidents and service requests; troubleshooting application, database, and job scheduling issues using SQL, AutoSys, and UNIX commands; monitored and optimized ServiceNow functionality and batch job execution; platform configuration and customization including forms, UI policies, business rules, ACLs, and automation; issue resolution for API integrations; conducted RCA and maintained Known Error Database (KEDB); release coordination and post-release validation; user provisioning and role management; L1 training and cross-team collaboration.
ITSM System Analyst at Tata Consultancy Services, Inc. (India) – International Airlines Group (IAG) project
April 1, 2022 - October 13, 2025Provided discovery & service mapping support, event management integration, and CMDB validation; assisted in defining key business services and maintaining CMDB accuracy (including SCCM integration). Performed discovery log validation and troubleshooting using SQL and UNIX; supported environment migrations (STG/UAT/PRD); documented SOPs and contributed to process improvements; gained exposure to monitoring & automation tools (AutoSys, SQL, UNIX); collaborated with stakeholders to ensure service continuity.
ITSM System Analyst at Tata Consultancy Services, Inc.
April 1, 2024 - October 13, 2025Escalation Handling & L2 Support for critical incidents and service requests; System monitoring and optimization using ITRS; Platform configuration & customization in ServiceNow and Ivanti; API issue resolution; Root Cause Analysis (RCA) with KEDB; Release coordination and post-release validation; User provisioning and cross-team collaboration.
ITSM System Analyst at Tata Consultancy Services, Inc.
April 1, 2022 - October 13, 2025Supported Discovery & Service Mapping for International Airlines Group (IAG); Event Management integration; CMDB data validation and SCCM integration support; Discovery log troubleshooting; Environment migration support; Process documentation and SOPs; Exposure to monitoring and automation tools; collaborative problem solving.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2024 - October 13, 2025L2 ITSM System Analyst supporting Sodexo account; escalations, L2 incident resolution, troubleshooting application, database, and AutoSys/UNIX job scheduling issues; monitoring performance with ITRS; admin of ServiceNow configurations (forms, workflows, scripts, ACLs); API-related issue resolution; RCA and KEDB maintenance; release validation; user provisioning; cross-team collaboration.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2022 - October 13, 2025Supported International Airlines Group (IAG) in ServiceNow-related discovery, service mapping and CMDB data validation; assisted event management integration; supported environment migrations (STG/UAT/PRD); documented SOPs and knowledge base articles; collaborated with teams to optimize ITIL processes.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2024 - October 13, 2025Provided 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.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2022 - October 13, 2025Supported International Airlines Group (IAG) in the United Kingdom, focusing on Discovery & Service Mapping with ServiceNow; integrated Event Management with monitoring tools; defined business services and CMDB data; performed discovery log validation and troubleshooting; supported environment migration across STG, UAT, and PRD; documented processes and aided process improvements; gained exposure to monitoring and automation tools; collaborated with stakeholders to ensure service continuity.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2022 - October 13, 2025Supported ITSM operations for the IAG (UK) project, assisting in ServiceNow Discovery & Service Mapping, CMDB data validation, and Event Management integrations. Defined business services, aided SCCM integration, and performed RCA to address recurring incidents. Gained hands-on experience with AutoSys, SQL, and UNIX for monitoring, environment migrations across STG/UAT/PRD, and cross-functional collaboration on process improvements and release activities.
ITSM System Analyst at Tata Consultancy Services, Inc., India
April 1, 2024 - October 13, 2025Provided 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.
ITSM System Analyst at Tata Consultancy Services, Inc.
April 1, 2024 - October 13, 2025Led 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).
ITSM System Analyst at Tata Consultancy Services, Inc.
April 1, 2022 - October 13, 2025Implemented and optimized ITOM module configuration for ITSM client IAG (International Airlines Group): Discovery, Service Mapping, and Event Management; defined business services, improved CI discovery patterns, and integrated external systems to populate CMDB; deployed MID Servers, validated discovery logs; supported environment migrations and ensured audit readiness and ITIL-aligned controls.
Education
Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Bachelor of Technology in Information Technology at Pondicherry University, India
January 11, 2030 - January 1, 2020Qualifications
Ivanti Service Manager Certified and Certified Administration
January 11, 2030 - October 13, 2025ServiceNow IT Leadership Professional
January 11, 2030 - October 13, 2025Atlassian ITSM Professional
January 11, 2030 - October 13, 2025ITIL V4 and ITSM Certified
January 11, 2030 - October 13, 2025Micro certification of Flow designer, ServiceNow, Automated Test Framework and Performance Analytics
January 11, 2030 - October 13, 2025Ivanti Service Manager Certified
January 11, 2030 - October 13, 2025Ivanti Certified Administration
January 11, 2030 - October 13, 2025ServiceNow IT Leadership Professional
January 11, 2030 - October 13, 2025Atlassian ITSM Professional
January 11, 2030 - October 13, 2025ITIL V4 and ITSM Certified
January 11, 2030 - October 13, 2025Micro certification of Flow designer, ServiceNow, Automated Test Framework and Performance Analytics
January 11, 2030 - October 13, 2025Ivanti Service Manager Certified
January 11, 2030 - October 13, 2025Ivanti Service Manager Certified Administration
January 11, 2030 - October 13, 2025ServiceNow IT Leadership Professional
January 11, 2030 - October 13, 2025ServiceNow ITSM Professional
January 11, 2030 - October 13, 2025ITIL V4 Certification
January 11, 2030 - October 13, 2025ITSM Certified
January 11, 2030 - October 13, 2025Flow Designer Micro Certification (ServiceNow)
January 11, 2030 - October 13, 2025Automated Test Framework Micro Certification
January 11, 2030 - October 13, 2025Performance Analytics Micro Certification
January 11, 2030 - October 13, 2025Ivanti Service Manager Certified and Certified Administration
January 11, 2030 - October 13, 2025ServiceNow IT Leadership Professional
January 11, 2030 - October 13, 2025Atlassian ITSM Professional
January 11, 2030 - October 13, 2025ITIL V4 and ITSM Certified
January 11, 2030 - October 13, 2025Micro certification of Flow designer, ServiceNow, Automated Test Framework and Performance Analytics
January 11, 2030 - October 13, 2025Ivanti Service Manager Certified
January 11, 2030 - October 13, 2025ServiceNow IT Leadership Professional
January 11, 2030 - October 13, 2025Atlassian ITSM Professional
January 11, 2030 - October 13, 2025ITILV4 and ITSM Certified
January 11, 2030 - October 13, 2025Micro certification of Flow designer, ServiceNow, Automated Test Framework and Performance Analytics
January 11, 2030 - October 13, 2025Industry Experience
Travel & Hospitality, Professional Services, Software & Internet, Transportation & Logistics
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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