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Tejaswini Pediredla
ServiceNow Admin & Support Engineer
Hyderabad
Summary
Experienced ServiceNow professional with a strong background in IT Operations, Incident Management, and ServiceNow platform support. Proficient in various aspects of ServiceNow, including ticketing, report generation, SLA monitoring, dashboards, and automated alert integrations with AWS, Azure, and SiteScope. Skilled in ServiceNow administration tasks such as user access management, incident automation, and system monitoring. Currently expanding expertise in ServiceNow Development, including scripting, workflows, and custom applications, to transition into a developer role. Possess a solid understanding of ITSM processes, ServiceNow integrations, and automation.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
ServiceNow Support Engineer
Infosys Ltd
Hyderabad
03.2021 - Current
- Integrated ServiceNow with AWS CloudWatch and Azure Monitor, automating incident creation and reducing manual effort by 40%, freeing up 8 hours per week for the team
- Developed custom reports and dashboards for real-time monitoring of SLA breaches, P1/P2 ticket tracking, and ticket aging analysis
- Engineered automated incident management workflow by integrating ServiceNow with AWS CloudWatch, Azure Monitor, and SiteScope, reducing manual incident creation by 70%
- Configured ServiceNow alerts and event rules to enhance proactive monitoring and resolution of system issues
- Managed user access requests, including onboarding, offboarding, and role-based access management within ServiceNow
- Provided support in event closures and alert generation issues to maintain system efficiency
- Led knowledge-sharing sessions and trained teams on ServiceNow event management, reporting, and dashboard creation
- Designed and implemented custom ServiceNow workflows to automate ticket routing and approval processes
- Assisted in upgrading and patching ServiceNow instances to ensure optimal performance and security compliance
- Conducted root cause analysis for recurring incidents and implemented long-term resolutions
- Developed email notifications and SLA escalation rules to ensure timely resolution of incidents and requests
- Supported ServiceNow platform enhancements by testing new functionalities and providing feedback for process improvements
- Collaborated with cross-functional teams to integrate third-party tools with ServiceNow for seamless ITSM operations
- Created Service Catalog items and Request Management workflows to improve end-user self-service capabilities
- Received 2 Insta Awards for timely response and exceptional work performance
- Recognized as an Outstanding Performer in a town hall meeting for contributions to IT operations and ServiceNow support
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Provided mentorship to junior support engineers, fostering culture of continuous learning and improvement.
- Developed and implemented preventive maintenance procedures.
Education
Bachelor of Science - Computer Science
MLAS Degree College
Narsipatnam, India 06.2017 - 05.2020
Skills
- ServiceNow Integrations
- User Access Management
- ServiceNow Event Management
- Micro Focus SiteScope
- Azure Monitor
- AWS CloudWatch
- Workflows
- Basic Administration
- Event Management
- Alerts Integration
- Reports & Dashboards
- SLA Monitoring
- Service Requests
Incident & Change Management
Certification
Planning to complete ServiceNow Administrator certification.
Accomplishments
- Received 2 Insta Awards for timely response and exceptional work performance.
- Recognized as an Outstanding Performer in a town hall meeting for contributions to IT operations and ServiceNow support.
Interests
Designing outfits
cooking & Baking
Passionate about cooking both south and north india food specializing in traditional methods.
Won first prize for cooking skills in Pongalcultural events, preparing Payasam using a traditional woodfire stove .
Timeline
ServiceNow Support Engineer
Infosys Ltd
03.2021 - Current
Bachelor of Science - Computer Science
MLAS Degree College
06.2017 - 05.2020
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