Ruchi Gupta

About Ruchi Gupta

Exceptional 11 years plus experience in Servicenow platform. In my professional journey I have been with Infosys, HCL, Capgemini and ServiceNow gain tremendous knowledge and experience in Servicenow platform. I have worked in Servicenow platform ITSM, ITOM,CMDB, Performance Analytics and Reporting, Integration, testing and Client facing role.I have handled multiple roles in my career and succeed in each of them.Roles :senior technology Support engineer, Servicenow Admin, Servicenow specialist, servicenow integration business analyst, Support Account Manager

Experience

1. Account Manager

   ServiceNow

   Feb 2024 — Present · Hyderabad, IN

   A ServiceNow Account Manager acts as the primary liaison for strategic customers, managing proactive and reactive support, ensuring SLA adherence, facilitating upgrades/patches, resolving escalations, and driving continuous improvement by connecting customer needs with ServiceNow solutions, leveraging ITIL/ITSM knowledge and strong communication to manage a healthy customer instance. Key Responsibilities:1.Customer Liaison: Serve as the main point of contact for all support-related activities, building strong relationships.2.Service Delivery: Manage support for assigned accounts, ensuring proactive issue resolution and reactive support for critical incidents.3.SLA Management: Monitor, report, and drive performance against Service Level Agreements (SLAs).4.Meeting Facilitation: Lead regular customer calls (monthly/quarterly reviews) and update meetings for status, performance, and upcoming projects.5.Escalation Management: Act as an escalation point for critical customer issues, driving timely resolution with internal teams.6.Upgrade & Patch Management: Facilitate mandatory upgrades, patches, and security updates for the customer\'s instance.7.Reporting & Analysis: Provide status reports, performance reviews, and trend analysis to identify improvement opportunities.8.Strategic Alignment: Align ServiceNow applications with customer business needs, ensuring they receive maximum value.9.Cross-Functional Collaboration: Work with internal ServiceNow teams (support, engineering) to ensure effective service delivery. Key Skills & Qualifications:Experience with ITSM/ITIL processes (Incident, Problem, Release Management).Excellent communication (written & oral) and presentation skills.Ability to interact with all levels of management, including C-suite.Technical understanding of enterprise software/ServiceNow platform.Experience in driving continuous improvement and strategic alignment.

Education

• Saraswati higher secondary school korba

  Science

• Chhattisgarh Swami Vivekanand Technical University, Bhilai

  BTech - Bachelor of Technology, Computer Science

  2009 — 2013