ADITI KULKARNI

410-***-****

actgwa@r.postjobfree.com

Objective:

To excel as a Business Analyst and contribute 100% for Continual Service Improvement, projects and IT Operations support for leading organizations in the country.

Summary:

Experienced ITIL Business Analyst with Analytical skills, problem solving and drive teams to achieve performance based results, ensure process adherence, lead the team to ensure quality performance and IT support for RTB and projects, documentation and maintenance of process knowledge within the team. Experience with MySAP tool, IBM Maximo, HP Quality Center, Clarify. Domain skills: ITIL service management, ITIL service management, databases, Change Management, Incident Management, Problem Management, Knowledge management, Configuration Management, Release Management, Project Management.

Work Permit: H1-B

Technical Skills:

• Certified by EXIN in ITIL V3 foundation (Information Technology Infrastructure Library) from EXIN institute.

• Continual Service Improvement

• Service Analytics & Reporting

• Service Management

• Change Management, Incident Management, Problem Management, Configuration Management, Knowledge Management

• Service Excellence and Business Process Alignment

• Experience with MySAP tool, IBM Maximo, HP Quality Center, SharePoint, HP Service Manager, eGain, Splunk, Cognos Reporting, Query Studio, Microsoft Visio

• Programming languages: HTML, SQL, PL/SQL, C, C++, CSS, JavaScript, XML. Experience:

Statefarm

Tenure: March 2014 - Present (17 months)

Position: Release Program Coordinator

• Understand release scope and each project involvement in the release.

• Create Release relationship diagram for each release reflecting scope and consumers

• Facilitate the rating and ranking of individual risks, ownership and ensure risk response activities for logged risks, follow up and prompt risk owners for status updates for open risks and issues.

• Enable the logging and monitoring of risks and issues from work efforts. Establish clear and visible pathways for risk and issue escalation.

• Escalate risks, issues and dependencies to the ICP Release Office and other governance teams as required,

• Escalate concerns and deviations from the ICP Risk Management and Escalation Process.

• Champion, support, and enable the ICP Dependency Management capability. Directly support PMs, planners, and dependency owners in the logging of dependencies. Ensure dependencies are being tracked and controlled within the DC/P, communicate trends and recommended process improvements.

• Coordinate with the DC/P Planners to ensure dependencies are represented correctly in the project schedules.

• Consume the consolidated dependency reporting and data provided by Release Delivery.

• Ensure that all dependencies are appropriately documented, aligned to the correct release for each project in DC1 according to scope and closed after production implementation.

• As the DC1 SOW Coordinator facilitate the gathering and communication of information supporting the process.

• Integrate the SOW process with other management processes.

• Maintain awareness for all draft SOWs being reviewed by the SOW steering committee.

• Consult, communicate, train, and support the DC teams in the use of SOWs.

• Maintain awareness for approved SOWs.

• Attend and coordinate the SOW kick-off meeting in order to gather key information.

• Communicate key SOW information to associated processes actors: project planner, associated PM, engage other processes as needed. As SOWs near completion, facilitate the creation and documentation necessary in the SOW CLO (closure) deliverable and at closure, The Research Tax Credit requirements for SOWs have been considered and appropriately documented. Monitor and follow-up on delinquent SOW status updates.

• Monitor and follow-up on the progression of SOWs through the effort lifecycle. Statefarm

Tenure: September 2014 until present

Position: Project Coordinator

• Work closely with the Project Manager and assist with day-to-day activities of the project.

• Act as primary lead analysts and coordinate activities that involve numerous team members and cross disciplines, such as requirements, design, and testing.

• Act as liaisons with other groups, such as the program, dependent projects, service areas, stakeholders, and release teams

• The primary contact for requests for information from outside the project.

• monitor work and assist in identifying issues and roadblocks, escalating to the Project Manager

• Act as the Change Request Coordinator for Integrated Change Control, including:

• Document change requests.

• Route change requests and monitor progress of reviews/approvals.

• Ensure planner is informed.

• Assist in identifying scope and requirements changes, and determining whether a Change Request or a Requirements Change Notice (RCN) is appropriate.

• Coordinate information gathering for RCN’s.

• Coordinate the completion of the Risk Estimating Tool (RET) and ensure the Overall Risk Estimate is indicated in SPP.

• Act as the Risk/Issue Coordinator in identification, documentation and mitigation of risks/issues encountered by the project throughout the life cycle.

• Ensure that the planner is informed of the status, risks/issues and ongoing activities in the project.

• Develop documentation strategy for storage of project documentation. Act as consultant for team members on appropriate storage. Monitor project documentation for appropriate storage.

• Maintain Lotus Notes project collaboration database access control list.

• Create and maintain transition plans for key team members.

• Assist team members with submitting forms.

Coordinate offboarding activities

• Create Compliance and Quality Framework (CQF) Approval Packages.

• Coordinate creation of key deliverables.

• Route key deliverables and monitor progress of review/approvals.

• Assist with information gathering for decision documents (ADD, BDD, BDS, ADS)

• Prepare status reports

• Monitor completion of weekly status reports by team members

• Organize and lead meetings, such as daily standups, team meetings, walkthroughs, stakeholder, Alert meetings, issue & risk meetings, risk identification sessions, working sessions, problem resolution.

• Attend meetings to represent the team, such as CMRB, PMRB, CAB, release meetings, program meetings, sponsor meetings.

• Assist with communications to folks inside and outside of the project on project scope, timelines, issues, risks, status, and technical and business details.

• Act as a liaison from the project team to Release Management or Change Management teams.

• Attend release or change management meetings to represent the team

• Coordinate team activities and documentation to prepare for Change Advisory Board (CAB) checkpoints

• Assist implementation coordinator (IC) with gathering information for implementation checkout plans

(business & technical).

• Coordinate walkthroughs of implementation deliverables (implementation plan).

• Assist IC with status reporting.

• Assist IC with implementation status meetings.

Statefarm: Bloomington, IL

Tenure: May 2013 until March 2014

Position: DC1 ITIL Service Management Adoption Practice Lead Core responsibilities:

• Acted as a liaison for ITIL processes between all Customer Relationship and Operations Management Services and IT Management Practices

• Ensure successful implementation on ITIL service Management practices in DC1 at Statefarm

• Stakeholder on active IT Service Management projects that are developing future state for Incident, Problem, Change management and Knowledge Management processes and procedures

• Partnered with Service Level Management team to define annual KPIs for ITIL processes.

• Partnered with Coordinators on continual improvement of processes, procedures and team performance

• As a Subject matter Expert(SME) ensure smooth migration from HPSM 7.11 to HPSM 9.3 for all DC1 associates for all ITIL processes.

• Subject Matter Expert for Hard Controls(Evidence of Test, Business Partner Approval and IT Product versioning) and Change Management.

• Audited incident, problem and Change tickets, gather data, metrics for DC1 service teams to report to management for quality of service measurements

• Have been an escalation point for questions, concerns and issues with processes and procedures

• Coordinated and lead bi-weekly meeting for DC1 Incident, Problem, change and knowledge Coordinators

• Completed routine audits of the knowledge items within Customer Relationship Operation Management(CROM) to ensure items are up-to-date, have properly documented processes and following current processes and procedures

• Monitored and reported on metrics

• Created/Maintained Playbook for incident, problem change and knowledge Coordinators

• Partnered with Service Level Management and ITMP best practices teams for escalations on process improvements

• Ensured project teams have captured the required details on the Knowledge Capture Document (KCD) including KI's for the service teams to use during and post-transition support

• Assisted Project teams effectively transition projects to service teams in production environment( Service Transition and Early Life Support Activities)

• Ensure all projects follow required Event Management and Availability management processes and application requirements/thresholds.

• Ensured project teams are well trained for Early Life Support (ELS) and production support (Incident Management Request management, Problem Management, Knowledge Management and Change Management).

• Ensured processes are updated and documented correctly.

• Developed Business Cases for process improvement projects to help management prioritize investment opportunities and needs.

Past: The DOW Chemical Company.

Tenure: August 2008 until July 2011

Position: Service Analyst – Change Management.

Analysis, problem solving, drive teams to achieve performance based results, ensure process adherence, lead the team to ensure quality performance and IT support for RTB and projects, documentation and maintenance of process knowledge within the team.

Core Responsibilities:

• Conducted risk and impact analysis of any changes (upgrades/maintenance activities) carried out on the IT infrastructure of the company to ensure that the business was not affected due to unavailability of IT resources.

• Acted as a liaison between business users and project team by co-ordination and communication to stakeholders, business partners and clients on any impact to their systems well in advance to ensure appropriate time was allocated to them to have a workaround in place. Coordinated and worked with vendor on specific projects.

• Ensured adherence to process compliance – drive other teams where necessary to follow process through effective communication and appropriate escalations.

• Performed training and development of the process knowledge for newly hired candidates and defining the level of work based on experience, designation and knowledge.

• Initiated and Lead CAB (Change Advisory Board) meetings to discuss, evaluate and approve major infrastructure changes impacting any geography.

• Ensured continuous improvement of process and procedures. Assisted with improving the quality assurance process by developing better procedures, reporting, and documentation.

• Prepare, maintain and update procedures and comprehensive documentation for the business processes that are developed and implemented.

• Reviewed documentation to ensure accuracy, compliance, completeness and to mitigate risks.

• Provided on call support 24x7 on production issues.

• Audited tickets handled by team members and escalated to management on training requirements, process knowledge and maturity of the team to ensure best quality performance. Education:

University of Maryland Baltimore County, Master of Science in Information systems Graduation Date: Dec 2012.

GPA: 3.67

University of Mumbai

Bachelor of Engineering in Information Technology

Graduation date: June 2008

GPA: 3.56

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