Bala Sirisha Udatha

• Delivered end-to-end ServiceNow solutions across multiple modules, ensuring high quality.
• Optimised ServiceNow configuration and customisation using scripting, flow designer, and platform capabilities.
• Implemented robust integrations via REST, SOAP to enhance functionality.
• Assisted in administration and configuration of ServiceNow ITSM modules including incident, problem, change request, and CMDB.
• Supported configuration of service catalog and request items to enhance user experience.
• Helped customise forms and lists in the configuration management database (CMDB).
• Provided assistance in reporting and dashboard creation for improved data visibility.
• Facilitated administration and data management within Siebel CRM, including user support.

Clients - Nissan and Renault in UK Dec 2022 - Nov2023

• Directed weekly team meetings to drive continuous improvement initiatives.
• Optimised internal software tools to significantly enhance work speed.
• Collaborated cross-departmentally to resolve complex issues.
• Streamlined email correspondences to boost response times.
• Facilitated inbound calls to deliver a seamless customer experience.
• Leveraged various CRM systems to improve operational efficiency.
• Supervised high-volume customer queries through effective multitasking.
• Consistently met SLAs while updating client systems to reflect real-time progress.
• Ensured high client satisfaction by delivering in-depth support.
• Crafted tailored solutions for unique technical challenges to secure customer loyalty.
• Managed intricate support tickets to achieve efficient problem resolution.
• Executed routine checks on customer systems to proactively prevent issues.