Tell Us A Bit About Yourself
Iām Saaniya Chugh, a Senior Technical Consultant at ServiceNow with a background in IT service management, digital transformation, and AI-driven automation. Over the last decade, Iāve worked across consulting, strategy, and leadership roles, helping organizations harness technology in meaningful ways.
Alongside my professional journey, Iām passionate about writing and storytelling especially making complex ideas in ITSM and AI accessible to everyone. Iāve published thought pieces, contributed to HackerNoon, and recently authored a book exploring how enterprises can integrate AI into their IT ecosystems.
At the heart of everything I do is a simple goal: to empower people, whether theyāre readers, learners, or fellow professionals - to see technology not just as a tool, but as a collaborator in creativity and growth.
What Sparked Your Interest in the World of Writing or Storytelling?
For me, writing started as a way of making sense of things. Iāve always been surrounded by complex ideas in technology and business, and I realized early on that if I couldnāt explain something simply, I probably didnāt understand it deeply enough myself. Writing became my way of breaking things down - first for me, and then for others.
On a more personal note, Iāve always loved stories. Growing up, I would hear my grandmother tell the same bedtime story over and over again, and yet every time, it felt new because of the way she told it. That taught me something powerful: stories arenāt just about information, theyāre about connection.
So when I started publishing articles, and later my book, it wasnāt just about documenting knowledge. It was about creating a bridge, between technical and non-technical, between machines and people, between ideas and emotions. Thatās what keeps me hooked: the ability of words to connect us in ways no algorithm ever fully can.
In a world full of algorithms, your authentic voice is still the greatest differentiator.
What Areas or Topics Are You Most Passionate About, and Why?
Iām most passionate about the space where IT Service Management, AI, and consulting intersect. ITSM has been the foundation of my career - itās the discipline that taught me how structure, governance, and processes can enable organizations to scale responsibly. Over the years, Iāve seen ITSM evolve from being perceived as ājust the plumbing of techā into a strategic enabler of digital transformation.
What really excites me now is how AI is reshaping this space. Intelligent automation, predictive insights, and generative models are no longer buzzwords, theyāre becoming part of everyday IT operations. For me, writing about this isnāt just about documenting technology, itās about helping people understand how these tools can make their work more meaningful, reduce repetitive toil, and open up creative possibilities.
As a consultant, I get to work directly with enterprises that are figuring out how to bring these technologies into their environments. Writing about ITSM and AI lets me share those lessons more widely, taking what Iāve learned in boardrooms, client workshops, and transformation projects, and making it accessible to readers everywhere. Itās a way of bridging worlds: between technical and business, between curiosity and clarity, and between todayās challenges and tomorrowās opportunities.
Can You Share a Defining Moment in Your Career?
Iāve had two defining moments that shaped my career in very different but connected ways.
The first came during a major ITSM transformation project early in my consulting career. I was focused on the āhowā - how to configure systems, how to automate workflows. But a client once asked me, āSaaniya, we know you can make the technology work. But what we really need is your perspective: how should we change as an organization?ā That shifted everything for me. It made me realize that technology is only half the story - the real value comes when you can guide people, build trust, and align systems with culture and business outcomes. That question pushed me to step into strategic thinking, which later led me into AI-driven ITSM, where the conversations arenāt just about tools but about reshaping how work itself is done.
The second moment came when I published my first article on LinkedIn. Until then, writing felt personal, notes to myself, occasional blogs. But when that article went live, people across the world started engaging with it. That was the moment I realized writing wasnāt just about sharing knowledge; it was about joining a global conversation, simplifying complex ideas, and giving people the confidence to approach technology differently. That led me to keep writing, eventually publishing my book, ServiceNowās Intelligent IT Service Management.
Together, these two moments taught me that my role isnāt just about implementing systems or writing words, itās about creating connection. Whether itās guiding an enterprise through change or helping a reader understand AI through a story, the lesson is the same: expertise matters, but empathy and perspective matter more.
How Do You See the Role of Content and Storytelling Evolving in the Digital Age?
I think the biggest shift is that content is no longer just about information - itās about connection and context. In the past, storytelling was mostly one-way: you wrote, and readers consumed. Today, with AI, social platforms, and interactive formats, content has become a dialogue. Readers donāt just want facts, they want narratives they can relate to, voices they can trust, and stories that reflect both technology and human experience.
Weāre also entering an age where discoverability is changing. With AI engines summarizing and surfacing content, itās not enough to simply optimize for search engines anymore. Writers need to think about clarity, authority, and voice, because thatās what ensures your work gets cited, shared, and remembered.
Looking ahead, I believe storytelling will become even more important as technology advances. AI can generate words, but it canāt generate meaning. The role of the writer will be to weave together facts, insights, and emotions in a way that machines canāt replicate. For me, thatās the exciting part: the digital age doesnāt diminish the value of human storytelling, it magnifies it. Writers who embrace tools like AI as collaborators, while holding on to their authentic voice, will shape the narratives of the future.
Why Did You Decide to Support the HackerNoon Writing Course as a Guest Speaker?
I chose to support the HackerNoon Writing Course because I truly believe in the power of community-driven learning. HackerNoon has always been a place where diverse voices come together to share ideas, challenge norms, and simplify complex technology for everyone. Being invited as a guest speaker felt like a natural extension of what I already love doing, making AI and IT concepts accessible, and inspiring others to find their own voice in the process.
I genuinely love HackerNoon both as a writer and as a reader. As a writer, it has given me the opportunity to share my perspective with a global audience; as a reader, it has exposed me to bold, curious voices that keep me learning every day. It has provided opportunities to grow in both spaces, and Iām deeply grateful for that.
For me, writing has been more than a skill - itās been a way to connect across cultures, industries, and generations. I know how intimidating it can feel to put your words out into the world for the first time, and I want to help new writers see AI not as a threat, but as a collaborator that can amplify their reach and creativity.
My hope is to add value by sharing both the technical insights Iāve gained from consulting and the storytelling lessons Iāve learned from my own journey and if even one aspiring writer walks away with the confidence to hit āpublish,ā Iāll consider my role a success.
What Advice Would You Give to New Writers?
My first piece of advice is: just start writing. Donāt wait for the āperfectā topic, the āperfectā draft, or the āperfectā timing, because they never come. The act of putting words on the page is where the real clarity emerges.
Second, write for connection, not perfection. Whether youāre explaining a technical concept or sharing a personal story, your job as a writer isnāt to sound flawless, itās to make someone feel understood. Thatās where your voice matters more than polished grammar or trendy buzzwords.
Third, donāt be afraid to use AI as a collaborator. It can help you brainstorm, outline, or simplify your drafts, but remember: itās scaffolding, not the house. The real power comes from your perspective, your experiences, your stories.
Finally, be consistent. Writing is like building a muscle; the more you practice, the stronger your voice becomes. Celebrate the small wins: publishing that first blog, getting your first comment, hitting āsendā on a newsletter. Each step builds confidence.
Above all, remember this: your words have the power to create connection. Somewhere out there, someone needs to hear your story told in your way.
If youād like to continue the conversation or share your own journey, Iād be happy to connect. You can find my work here:
š HackerNoon : https://hackernoon.com/u/saaniyachugh
š¼ LinkedIn: https://www.linkedin.com/in/saaniyachugh/
š Know more about my 1st book: https://link.springer.com/book/10.1007/979-8-8688-1706-9
Iām always open to hearing new ideas, stories, or perspectives. So if something Iāve said resonates with you, or if youāre just starting out and want a little encouragement, please feel free to reach out anytime. Iād love to connect, listen, and learn alongside you.
Good Luck and wishing you an amazing writing experience!