POOJA M
Summary
ServiceNow Administrator with extensive experience at Flipp’s Solution Pvt. Ltd., specializing in incident resolution and SLA compliance. Skilled in configuring business rules and optimizing workflows to enhance operational efficiency. Strong analytical abilities combined with ITIL expertise contribute to improved service delivery in dynamic environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator / ITSM Support
Flipp’s Solution Pvt. Ltd.
01.2023 - 01.2025
- Executed end-to-end Incident Management (L1/L2 support) in ServiceNow.
- Monitored SLA compliance and escalated incidents based on priority and impact.
- Owned incidents through closure with accurate updates and stakeholder communication.
- Configured business rules, assignment logic, and notifications.
- Participated in release validation and regression testing across environments.
ServiceNow Administrator / ITSM Analyst
TESLA
, Canada
- Administered ServiceNow Incident Management, ensuring accurate logging, categorization, and prioritization.
- Monitored incident queues and SLAs, escalating high-priority and business-critical incidents.
- Configured assignment rules, notifications, and workflows to improve response and resolution times.
- Supported Major Incident Management (MIM) and coordinated communication across resolver teams.
- Managed users, roles, and groups, maintaining access control and compliance.
ITSM Support Engineer / ServiceNow Administrator
HCL Technologies
, Canada
- Delivered L1/L2 ITSM support using ServiceNow for incidents and service requests.
- Performed incident triage and escalation, working with technical teams for resolution.
- Maintained ticket documentation quality aligned with ITIL standards.
- Supported change and release activities, including post-release incident monitoring.
- Participated in Agile/Scrum ceremonies and continuous improvement initiatives.
Education
Bachelor of Information Technology -
JNTUH University
Skills
- ServiceNow ITSM proficiency
- Incident resolution strategies
- SLA tracking and reporting
- Escalation support for incidents
- User administration tasks
- Business rule implementation
- Change and release oversight
- Dashboard creation for incidents
- Expertise in ITIL framework
- Agile project methodologies
- REST API functionality with Postman
- Jira project coordination
- TestRail for test case oversight
- Python coding skills
- SQL database operations
- Proficiency in Windows OS
- Proficiency in Linux OS
Certification
- Microsoft Azure Administrator (AZ-104)
- AWS Certified Solutions Architect – Associate (SAA-C03)
- ServiceNow System Administrator (In Progress)
Projects
- Supported and optimized ServiceNow Incident Management processes aligned with ITIL standards.
- Monitored incident queues and SLA targets, ensuring timely escalation of high-priority and business-critical incidents.
- Configured assignment rules, notifications, and approval workflows to improve ticket routing and response time.
- Managed user, role, and group administration for ITSM modules, supporting onboarding and access requests.
- Assisted with workflow automation and REST API integrations to reduce manual effort and improve operational efficiency.
- Created incident and SLA reports to track trends, performance, and recurring issues.
Timeline
ServiceNow Administrator / ITSM Support
Flipp’s Solution Pvt. Ltd.
01.2023 - 01.2025
ServiceNow Administrator / ITSM Analyst
TESLA
ITSM Support Engineer / ServiceNow Administrator
HCL Technologies
Bachelor of Information Technology -
JNTUH University