Nithya Anandhan

Technical Support Advisor @ Concentrix

About

Experienced ServiceNow Developer with 5+ years of expertise in designing, implementing, and optimizing ServiceNow solutions across ITSM, ITOM, and HRSD. Skilled in developing Service Portals, automating workflows, and integrating ServiceNow with enterprise systems to enhance operational efficiency and user experience. Proficient in configuring criteria, managing document templates, and defining services, catalogs, and lifecycle events to align with business needs. Adept at incident management, problem resolution, and ensuring seamless service delivery within follow-the-sun support models. Expert in ServiceNow scripting, Flow Designer, ATF, and API integrations (REST, SOAP), leveraging automation to drive process improvements. Committed to continuous learning and delivering scalable, high-performing ServiceNow solutions. Let’s connect to explore opportunities in ServiceNow development, implementation, and optimization.

Country

Canada

City

Toronto

Industry

Apparel & Fashion

Skill

IT Service Management, ITIL Implementation, Knowledge Management, Customer-Facing Technical Support, Computer Hardware & Software Knowledge, Product Demonstration, Point of Sale (POS) Systems, Troubleshooting & Diagnostics, Device Setup & Configuration, Jira, Service-Level Agreements (SLA), KPI Dashboards, Process Optimization (Manufacturing), Business Workflows, GlideScript, REST APIs, SoapUI, CMDB, HRSD, System Integration Testing

Experience

Technical Support Advisor

Concentrix

2024-8 - Present · 2 yrs 2 mos

Ontario, Canada

Delivered technical support services for enterprise users through the ServiceNow platform. Handled IT-related issues involving hardware, software, user accounts, and service catalog requests. Utilized ServiceNow to log, triage, escalate, and resolve incidents and service requests, ensuring compliance with SLAs and providing a smooth user experience.

Technical Sales Specialist

OSL Retail Services

2024-6 - 2025-6 · 1 yr 1 mo

Canada

Assisted customers in selecting and troubleshooting computers, software, and tech accessories. Provided product demos, upsold solutions, and offered in-store tech support

Electronics Sales & Technical Support Associate

Walmart Canada

2022-10 - 2024-6 · 1 yr 9 mos

Wateeloo

Provided front-line technical support and product expertise in Walmart’s electronics department, helping customers select and troubleshoot technology products including computers, mobile devices, printers, and software. Assisted in initial setup, explained product features, and resolved basic technical issues both pre- and post-sale. Delivered exceptional service by bridging the gap between customer needs and product solutions.

Student

Conestoga College - Waterloo Campus

2022-9 - 2023-12 · 1 yr 4 mos

Waterloo, Ontario, Canada

Operations Executive

Infosys

2019-11 - 2022-9 · 2 yrs 11 mos

Supported daily operational tasks while contributing to the configuration and management of the ServiceNow platform. Assisted in maintaining records, managing tickets, and creating reports. Participated in basic development tasks like creating catalog items and modifying forms to meet business needs.

Senior Operations Executive

Infosys

2021-11 - 2022-7 · 9 mos

Bengaluru, Karnataka, India

Developed and maintained ServiceNow applications and workflows to streamline internal operations processes. Collaborated with IT and business teams to design solutions using ServiceNow modules such as Incident, Change, Service Catalog, and Knowledge Management. Automated manual tasks, reduced turnaround times, and improved reporting accuracy through custom scripting and workflow design. Acted as a key point of contact between operations and IT for platform enhancements and issue resolution.