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Saikiran Garlapati

@saikirangarlapati

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ServiceNow analyst improving IT service delivery through automated workflows, compliance, and measurable SLA gains.

United States

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What I'm looking for

I seek a mid-level ServiceNow/ITSM role where I can automate workflows, integrate systems, improve SLAs, and coach teams in an Agile, compliance-focused environment.

I am a ServiceNow analyst with 3+ years of experience designing and implementing ITSM solutions that boost SLA compliance, increase self-service adoption, and strengthen regulatory alignment. I specialize in Incident, Problem, Change, Service Catalog, CMDB, and Knowledge Management, and I drive automation with Flow Designer, Virtual Agent, and integrations using REST/SOAP APIs.

I have delivered measurable results across enterprise environments—improving SLA compliance, reducing fulfillment times, increasing CMDB accuracy, and accelerating onboarding—while working in Agile teams and supporting stakeholders with dashboards, analytics, and training to improve decision-making and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Analyst

Current

MetLife

Jan 2025 - Present (1 year)

Redesigned Incident, Problem, and Change workflows to boost SLA compliance 27% and automated approvals to cut manual interventions 40%, reducing average fulfillment time from three days to under one day.

Flow Designer Incident Management REST APIs Performance Analytics Virtual Agent

ServiceNow Analyst

CitiusTech

Mar 2022 - Jul 2023 (1 year 4 months)

Customized ITIL-aligned workflows and Service Catalog items to cut repeat incidents 23% and accelerate request fulfillment 32%, while improving SLA adherence 19% and feature adoption 21%.

Incident Management REST APIs Dashboards UAT SLA Management Agile

ServiceNow Support Analyst

CitiusTech

Feb 2021 - Feb 2022 (1 year)

Resolved 1,200+ annual tickets with 96% SLA compliance, reduced recurring incidents 14% via RCA, and improved CMDB accuracy 20% through audits and corrections.

Incident Management CMDB Corrections Root Cause Analysis Knowledge Management SLA

Education

Degrees, certifications, and relevant coursework

University of Central Missouri

Master of Science, Computer Science

2023 - 2025

Master's degree in Computer Science focused on advanced topics and applied projects completed between August 2023 and May 2025.

Sphoorthy Engineering College

Bachelor of Technology, Electrical, Electronics and Communications Engineering

2018 - 2022

Activities and societies: Served as Class Representative; organized college events; participated in workshops on IoT, Arduino, and Robotics.

Bachelor of Technology in Electrical, Electronics and Communications Engineering completed from July 2018 to August 2022 with academic and project work in embedded systems and signal processing.