At FedEx Logistics, I review and validate incident, service request, change, and release records in ServiceNow, checking approvals, documentation, and SLA adherence. I helped raise SLA compliance from 87% to 94% by monitoring performance across assignment groups and escalating at-risk tickets.
I assess change and release records against acceptance criteria, UAT approvals, and production-readiness checkpoints. This work stopped 15+ non-compliant changes before deployment.
I also run risk-based ticket sampling and lead root-cause analysis with engineering, operations, and compliance teams. More than 40 findings were closed in the last 12 months, and repeat tickets were reduced by 18%.
Previously, at Siemens and Accenture, I audited ServiceNow records and reviewed release evidence, requirements traceability, and approvals. I build Power BI and Excel dashboards for SLA, ticket aging, and quality trends, and hold an MS in Data Analytics.
