sheetal kapoor
@sheetalkapoor
ITSM Process Manager driving ServiceNow excellence and operational efficiency.
IndiaWhat I'm looking for
I am an ITSM Process Manager with 10 years' experience delivering ServiceNow platform administration, ITSM modules, and Oracle application support to improve uptime and service delivery.
I have led incident, problem, change, and knowledge management processes, automated approvals and workflows, created Performance Analytics dashboards, and authored technical documentation to ensure consistent operations and SLA compliance.
I empower teams through training and clear performance expectations, have supported RPA (Blue Prism) initiatives and Oracle ERP production environments, and have been recognized with multiple internal awards for technical expertise and leadership.
Experience
Work history, roles, and key accomplishments
Administer ServiceNow ITSM modules and drive incident, problem, change, and knowledge management processes to maintain SLA compliance and reduce operational downtime; delivered training and process automation improving productivity and incident resolution.
SSProvided production support for Oracle ERP modules (iProc, OM, GL, AP, AR) resolving critical functional issues and performing core administrative tasks to ensure system stability and data integrity.
Technical Support Engineer
Honeywell International
Jun 2015 - Mar 2016 (9 months)
Owned customer-reported issues through to resolution, performing troubleshooting, diagnostics, escalations, and documentation to restore functionality and maintain customer satisfaction.
Education
Degrees, certifications, and relevant coursework
AUAmity University
Bachelor of Science, Computer Science
Bachelors in Computer Science completed in 2015, covering core computer science fundamentals and practical applications.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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