At Accenture, I analyze functional and system issues across business-critical applications and improve incident-handling processes. I investigate access and integration problems and help support SLA compliance.
I standardized ServiceNow reporting to improve visibility into tickets, pending actions, and team ownership. I also partnered with technical teams on automated reporting workflows using Microsoft Power Automate and Microsoft 365.
I lead UAT cycles and go-live activities, from defect reporting and re-testing through business validation and post-deployment monitoring. I translate user incidents into functional requirements and change requests, and create playbooks, FAQs, SOPs, and troubleshooting guides.
