Manasa Sriram

Project Name: State of Tennessee

Description: State of Tennessee project in Nashville is primarily focused on state-related health activities, including insurance, newborn child services, and health services.

Responsibilities:

• Administer and maintain the ServiceNow platform, ensuring smooth operation and user satisfaction.
• Provide technical support and issue resolution for ServiceNow-related incidents and requests.
• Configure and customize ServiceNow modules, including Incident, Problem, Change, and Asset Management.
• Manage user roles, groups, and permissions to maintain security and access control.
• Create reports, dashboards, and performance analytics to enhance decision-making.
• Train end-users and provide documentation to ensure effective platform utilization.
• Oversee Service Catalog and Request Management processes to improve service delivery.
• Manage and update the Knowledge Base to facilitate self-service support and reduce ticket volume.
• Monitor SLAs and KPIs, ensuring timely resolution and service improvements.
• Perform regular audits and data reconciliation to ensure compliance with IT policies.
• Monitored system performance and responded to alerts.
• Managed computer operation scheduling, backup, storage and retrieval functions.
• Recommended development of plans for systems development and operations.
• Assisted IT staff on troubleshooting issues and closing calls.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Handling Priority Tickets in ServiceNow

Project Name: Eli Lilly

Eli Lilly is an American pharmaceutical company. Lilly is currently the largest manufacturer of psychiatric medications.

Project Name: APTIV PLC

APTIV PLC is a global technology company serving the automotive sector.

Responsibilities:

• Documented solutions in a knowledge base to streamline future support.
• Provided first and second-level support for IT issues, ensuring timely resolution.
• Supported end-users with troubleshooting hardware, software, and system access issues.
• Worked closely with IT teams to enhance system reliability and performance.
• Utilized ServiceNow platform to manage and resolve IT service requests and incidents
• Monitoring tickets and Catalogue Tasks daily to ensure that they are on track and within the SLA
• ITSM (ServiceNow) queue management and ticket handling
• Providing L2 support to the client
• Providing Support to users on Microsoft Application issues
• Identify root cause of issues which are impacting the support floor
• Responsible for the effective implementation of the process 'Service Desk and Incident Management' and carries out the respective reporting procedure
• Ensures all work is carried out and documented in accordance with required standards, methods, and procedures
• Managed user access, roles, and permissions within the ServiceNow system
• Providing Monthly reports for Application availability
• Creating reports and/or dashboards to meet business requirements
• Providing Monthly reports for Active user count
• Generating DSPA report on weekly Activity
• Creating, changing and de-activating accounts
• Prepared Test case and Executed on UAT and Functional Testing
• Handling Server related issues and Health Check
• Involved in Server Patching Activities
• Handling Application related testing
• Continuously monitoring Jobs and server related Activities
• Solving SQL Query related issues
• Support the management and maintenance of the Configuration Management Database (CMDB), ensuring data accuracy and integrity.