PRIYANGA CHENNIYAPPAN
Austin,Texas
Summary
ServiceNow Administrator with over 10 years of experience in ITSM operations and platform enhancements within enterprise environments. Expertise in configuring core ServiceNow modules such as Incident, Problem, Change, and CMDB, leading to improved operational efficiency. Proven track record in deploying the ServiceNow Virtual Agent to enhance user support and automate resolutions. Strong skills in administration, troubleshooting, and integrating third-party systems, ensuring optimal platform performance and user satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Production Support Lead
ServiceNow
Austin, Texas
01.2024 - Current
- Spearheaded end-to-end implementation and continuous improvement of ServiceNow Virtual Agent, enhancing operational efficiency.
- Configured and deployed Virtual Agent, establishing conversation topics and managing NLP settings.
- Ensured interoperability with core ServiceNow modules, including Incident Management and Service Catalog.
- Collaborated with process owners to validate requirements and optimize workflows for Virtual Agent.
- Conducted ongoing testing and updates to enhance knowledge articles and automation logic.
- Analyzed Virtual Agent metrics to identify enhancements, driving continuous service optimization.
- Troubleshot Virtual Agent issues, validating scripts and managing configuration for platform stability.
- Applied best practices for security and user experience in configuration management.
Technical lead | Service now ITIL Support
ServiceNow
01.2020 - 01.2024
- Configured and maintained modules critical for IT service operations.
- Orchestrated platform upgrades, minimizing downtime and applying essential security patches.
- Led successful ServiceNow upgrades for Washington and Xanadu, managing planning, testing, and execution.
- Coordinated cross-functional teams to achieve 25% improvement in service delivery efficiency with minimal disruption.
Technical Analyst | Service now ITIL Support
ServiceNow
01.2016 - 01.2020
- Served as primary technical point of contact for monitoring and resolving production issues in critical applications.
- Executed root cause analysis on incidents to identify recurring problems and implement corrective measures.
- Monitored application logs and server performance to proactively detect failures before impacting users.
- Collaborated with cross-functional teams to triage complex issues and ensure resolution within SLA timelines.
- Analyzed SQL/PLSQL queries, troubleshooting data-related issues and optimizing database performance as necessary.
- Supported deployments and post-release validations to facilitate smooth transitions to production environments.
- Maintained knowledge bases and incident resolution documents to standardize troubleshooting processes and reduce MTTR.
- Utilized monitoring tools to track performance metrics, generate alerts, and support real-time issue detection.
Education
Bachelor's Degree - Electronics and communication
Sri Ramakrishna Engineering College
India01.2015
Skills
- ServiceNow administration and support
- IT service management
- Incident and request management
- Knowledge management and analytics
- JavaScript and Unix scripting
- Reporting and data analysis
- Configuration management database (CMDB)
- ServiceNow virtual agent
- Service delivery improvement
- Issue troubleshooting and resolution
- Operational efficiency enhancement
- Virtual team leadership
- Client engagement and relations
- Escalation handling and issue escalation
- Team management and coordination
- Service level agreement (SLA) management
- Technical solution analysis
- Documentation and reporting
- Cross-functional collaboration
- Training and coaching
Certification
- Infosys Certified SQL and Unix Shell Scripting
- Certified ServiceNow Admin (CSA)
- Beginner Level Adobe Illustrator Certification
- AWS Cloud Professional Training
- Google UI/UX Design Professional certificate
Timeline
Production Support Lead
ServiceNow
01.2024 - Current
Technical lead | Service now ITIL Support
ServiceNow
01.2020 - 01.2024
Technical Analyst | Service now ITIL Support
ServiceNow
01.2016 - 01.2020
Bachelor's Degree - Electronics and communication
Sri Ramakrishna Engineering College