@shobanauser
Application Support Analyst at Hexaware Technologies managing ServiceNow incidents and monitoring Azure servers.
IndiaAt Hexaware Technologies, I monitor Azure servers, perform daily checks and backups, and manage incident, problem, and change lifecycles using ServiceNow ITSM. I also troubleshoot hardware and software issues remotely and track support tickets against SLA targets.
At EY India, I used Alteryx to process, cleanse, map, and validate data for business reporting workflows. I hold ITIL 4 Foundation and ServiceNow Certified System Administrator certifications.
Work history, roles, and key accomplishments
Monitored Azure servers and production systems, resolving alerts and errors during daily operations. Managed incident, problem, and change management lifecycle on ServiceNow ITSM and JIRA, ensuring SLA compliance and root-cause resolution.
Used Alteryx for data processing, cleansing, mapping, validation, and analytics to support business reporting workflows. Built and maintained reports using Excel and database tools for accurate financial record tracking.
Degrees, certifications, and relevant coursework
Claude AI Associate, Artificial Intelligence
Earned the Claude AI Associate certification in August 2026.
Certified System Administrator, ServiceNow Administration
Earned the ServiceNow Certified System Administrator (CSA) certification in May 2026.
ITIL 4 Foundation, IT Service Management
Earned the ITIL 4 Foundation certification in October 2025.
Bachelor of Science, Information Technology
2021 - 2024
Grade: 8.2/10
Pursued a Bachelor of Science in Information Technology, achieving a CGPA of 8.2/10.
Diploma, Big Data Analytics
Grade: 8.4/10
Completed a Diploma in Big Data Analytics with a CGPA of 8.4/10.
Software and tools used professionally
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