Anupma Kumari
[Your Phone] | [Your Email] | [LinkedIn URL] | [Your City]
Headline
Associate Team Lead – ITSM Application Support | Incident & Problem Management |
Aspiring ServiceNow Administrator
Professional Summary
Dedicated ITSM Support Analyst with 4+ years of experience managing incident, problem,
and change management workflows for enterprise applications. Resolved 1000+ tickets
annually with 95% SLA compliance, delivering high user satisfaction. Skilled in ServiceNow
ticket handling, SQL reporting, UAT testing, and ITIL-based best practices. Proven record
collaborating with L2/L3 and vendor teams to reduce repeat incidents by 20%. Recognized
with multiple ‘Pat on the Back’ and ‘Bravo’ awards for proactive support and teamwork.
Earlier experience as a Lecturer strengthened my ability to communicate complex topics,
coordinate across teams, and manage reporting — skills I now apply daily in
ITSM/Application Support work. Actively developing ServiceNow configuration skills
(Catalog Items, Workflows, UI Policies) to move into an Admin/Developer role. Seeking a
growth-focused opportunity with 7–8 LPA compensation.
Key Skills
- ITSM Processes: Incident, Problem, Change Management (ITIL framework)
- ServiceNow Ticketing & SLA Management (95%+ compliance)
- SQL Reporting & Data Analysis (repeat issue trends)
- Root Cause Analysis & UAT Validation
- Vendor Coordination & Escalations
- Team Leadership & SLA Governance (15% faster turnaround)
- ServiceNow Configuration: Catalog Items, Workflows, UI Policies, Client Scripts (Learning)
- Recognition: 2× Pat on the Back, 3× Bravo Awards
- Technical Fundamentals: C, C++, Microprocessor basics
Professional Experience
Associate Team Lead – ITSM Application Support
[Current Company], [Location] — [Dates]
- Managed end-to-end ITSM support, resolving an average of 80–100 tickets per month
across incidents, service requests, and change management.
- Achieved 95%+ SLA compliance consistently, improving overall user experience.
- Conducted root cause analysis and UAT replication to ensure zero rollback after vendor
fixes.
- Created SQL reports and dashboards to monitor incident trends, helping reduce repeat
issues by 20%.
- Coordinated with L2/L3 teams and vendors, resolving high-priority escalations within
defined timelines.
- Led a small team, improving ticket turnaround by 15% through better task allocation and
knowledge sharing.
- Honored with 2× ‘Pat on the Back’ and 3× ‘Bravo’ awards for high-impact issue resolution
and excellent team contribution.
- Practicing ServiceNow Admin/Developer skills: Catalog Items, Workflows, UI Policies, and
Client Scripts.
Previous Experience
Lecturer – [Your College/Institute Name]
2009–2019
Delivered engineering lectures, coordinated student progress tracking, and managed
academic activities with multiple departments.
Education
[Your Degree], [Your University], [Year]
Certifications & Learning
- SQL Query Basics (Data Analysis & Reporting)
- ServiceNow Developer Portal: Catalog Items, Workflows, UI Policies (Hands-on Practice)
- ITIL Foundation — core ITSM concepts practiced daily
Technical Skills
- ServiceNow (Ticketing, Basic Configuration)
- SQL (Basic Queries, Joins, Reporting)
- Microsoft Office (Excel, Word, PowerPoint)
- Programming Fundamentals (C, C++, Microprocessor basics)
References
Available upon request.
