Sowndarya M

Experience

1. Business Efficiency Architect

   Zeb

   Sep 2023 — Present · Chennai, IN

   Experienced Business Analyst with a strong background in ServiceNow ITSM, CSM, S2P, HRSD, and ATF, delivering innovative solutions that enhance service delivery, streamline workflows, and improve operational efficiency. Skilled in requirement gathering, process analysis, and stakeholder management, with a proven ability to bridge the gap between business needs and technical solutions. Passionate about driving automation, efficiency, and user adoption through data-driven insights and ServiceNow best practice.IT Service Management (ITSM):Designed and optimized Incident, Problem, Change, and Request Management workflows aligned with ITIL best practices.Collaborated with stakeholders to capture and document detailed requirements for successful ITSM module implementations.Conducted GAP analysis to identify process inefficiencies and developed tailored ServiceNow enhancements.Led user training sessions, resulting in a 30% boost in platform adoption and operational efficiency.Customer Service Management (CSM):Led the implementation of the ServiceNow CSM module, streamlining customer service operations and improving experience.Defined customer journey maps and service workflows to enhance service quality and responsiveness.Built self-service portals and knowledge bases, reducing support ticket volume by 25%.Automated Test Framework (ATF):Implemented ServiceNow ATF to automate regression testing and maintain consistent system performance.Created and executed test cases for new functionalities, cutting manual testing effort by 40%.Ensured compliance and platform stability by validating configurations and workflows through automated tests.

Education

• KSR INSTITUTE FOR ENGINEERING AND TECHNOLOGY, NAMAKKAL

  Bachelor of Engineering - BE

  2021 — 2025