At NICE Interactive Solutions India Pvt. Ltd., I work with business stakeholders on requirements for the ServiceNow Customer Service Management application. I assess feasibility, refine user stories and change requests in JIRA, and write technical design documents.
I lead design reviews to secure stakeholder alignment, track development through testing, and coordinate production deployments of UAT-approved changes. I also use Claude, integrated with the CSM application, across requirements, design, testing, and release.
At Infosys Pvt. Ltd., I administered ServiceNow across ITSM processes and configured workflows, SLAs, and Service Catalog components. I contributed to enhancing the Major Incident Management workbench, including process walkthroughs, user stories, implementation collaboration, and testing.
At Cognizant Technology Solutions Pvt. Ltd., I served as Incident Commander during major incidents and coordinated service restoration with technical teams. I also handled change reviews and chaired Pre-CAB and CAB meetings.
