Saikiran Garlapati
@saikirangarlapati
ServiceNow analyst improving IT service delivery through automated workflows, compliance, and measurable SLA gains.
What I'm looking for
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
ServiceNow Analyst
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.
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%.
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.
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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