Ravali Ramagoni

Servicenow Business Analyst @Wipro

Hyderabad, IN

As a ServiceNow Business Analyst at Wipro, I specialize in optimizing IT workflows and driving digital transformation through the ServiceNow platform. I collaborate with cross-functional teams—including Engineering, QA, and Product—to deliver scalable ITSM solutions aligned with ITIL best practices.I have led the end-to-end testing of ITSM process enhancements in UAT and production environments, resolving 95% of production issues within SLA. My expertise includes creating and maintaining Automated Testing Framework (ATF) scenarios with 99% test coverage, improving testing accuracy and deployment reliability.I conduct gap analyses, support continuous service improvements, and prepare training materials to lead user training sessions—ensuring successful adoption of ServiceNow features. Using Agile methodologies and Jira, I manage project sprints and contribute to effective SDLC execution. I also leverage ServiceNow Performance Analytics to create KPI dashboards that drive data-driven decisions and improve operational transparency.Key Achievements->Spearheaded UAT testing and issue resolution for ITSM process transformations->Authored ATF test cases, increasing test automation and reliability->Led stakeholder training, improving user engagement and system adoption->Built performance dashboards with ServiceNow Performance Analytics->Drove 30% improvement in SLA adherence and enhanced CMDB data quality->Supported Agile project delivery using Jira and ServiceNow SDLC.

G Narayanamma Institute of Technology and Sciences

Bachelor of Technology, Computer Engineering