Summary

Proactive, business-oriented professional with more than 11+ years of progressive and stable experience in IT and ITES Industry, out of which 5+ Years of (ServiceNow, ITIL) and 7+ years in Business Analysis, Project Management, Program Management, Business Planning, Data Analytics & Reporting, ITSM experience.

Experienced and innovative professional with rich background in Business development, Business Process improvement and Project Management implementation.

Expertise in Operations & Performance Management with key focus on consistent improvement of Business metrics. Savvy in quickly identifying actual and potential business problems, formulating strategic plans, developing requirements and implementing solutions in challenging and diverse environments. Demonstrated precise, timely deliverable, meeting tight deadlines according to organizational standard guidelines.

Skills

ServiceNow

ITIL

Performance Analytics & Reporting

Service Catalog Management

Onboarding New clients

Service-Level Management

Implementing New Services

Incident Management

Service Catalog

Change Management

User Administration

Knowledge Management

Knowledge

Service Desk

Data Analytics & Reporting

Tools

Expert in MS Excel and PowerPoint

MS Excel, VBA & Powerpoint

Data Mining

SQL

Developing Dashboards

Tableau

Linking Data sets from Multiple sources

Qlikview

Financial Reporting

Minitab

Executive level PowerPoint Presentations

PowerBI

Forecasting and Trends

SSIS, SSAS

Business Analysis

Project Management

Developing Automated Scorecards

Lean Foundation

Owning Business Metrics

Six Sigma

Financial Reporting

Agile

Stakeholder Management

Waterfall

Operations Management

Resource Management

Data Scrubbing & Root Cause Analysis

Work History

PHILIPS IND PVT LTD., April 2016 – Present

IT Performance Manager

HEWLETT PACKARD GLOBALSOFT PVT LTD January 2009 – March 2016

Business Analyst & Operations Support Specialist

ADITYA BIRLA MINACS October 2006 – December 2008

Technical Support Engineer

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Career Snippet

PHILIPS IND PVT LTD., (APRIL 2016 – PRESENT)

IT Performance Manager

ServiceNow Administration Certified

Lead for Onboarding New Services, Service Catalogs, SLA’s

Onboarding New Clients:

Successfully Implemented Services, Service Catalogs, Request Fulfillment, Incident Management, Knowledge Management, SLA’s for Lumileds, ATOS

Database Administrator with Data extracted from multiple sources like ServiceNow, Giarte etc.,

Deliver Reporting & Analytics solutions to business stakeholders using ServiceNow Performance Analytics

Define Key Performance Indicators(KPI's)

Creating Dashboards & Widgets

Creating and Editing workflows

Linking Financial Reporting with Operational and User Satisfaction data

Analyzing the cost driven metrics

Setting up Service Commitments (SLA, OLA, UC) in ServiceNow

Performing OQ & PQ Testing for implementing changes

Creating New Template for Data Load in to ServiceNow

Importing data in to ServiceNow via data upload

Creating & Executing Transform Maps.

User Administration

Creating & maintaining New groups and Roles in ServiceNow

Designing Variables & Variable Sets in Catalog items

Working on multiple Application Instances

Handling Service Requests, Incidents and Changes

HEWLETT-PACKARD GLOBALSOFT PVT LTD., JANUARY 2009 – MARCH 2016

Business Analyst & Operations Support Specialist

April 2012 – March 2016

Onboarding New Clients:

Successfully Implemented Services, Service Catalogs, Request Fulfillment, Incident Management, Knowledge Management, SLA’s for Coca-Cola

Handling Service Requests, Incidents & Changes

Creating Service Catalogs

Exporting data and Extracting Reports on Volume, SLA etc., from ServiceNow

Automate Business Scorecards by connecting ServiceNow to local database using ODBC connections and extract data to prepare data cuts in order to reduce manual effort, ensuring quality & accuracy.

Generated an Automated Employee scorecard (250 Employees) which is used by Managers to calculate the budget available/per month, arrive at incentives to be paid per sub-ordinate and measure the remaining budget which would guide in proper budget utilization of the business

Own Metric, Incentives, Head Count and Financial reporting and analytics for the business

Responsible for preparing Power Point Slide decks for all Business reviews

Set up reporting standards and analytics framework so that data is seamless and transparent

Identify and work with stakeholders to simplify and automate business problems

Provide insight into trend deviations and improvement areas to the Leadership Team on the Business performance

Design & implement business process solutions that generate efficiencies & cost savings

Scrub Data for finding defects & Provide Root Cause Analysis to the stake holders

Forecast FTE (Full Time Equivalent) requirement

Resource Management Database maintenance of HP CSC Bangalore (2500 Employees)

Building complex Hyperion Queries by connecting to Oracle & SQL Databases for business scorecards generations or for addressing Ad-Hoc requests.

Leading and Managing projects for low performance metrics

Data Scrubbing & Root Cause Analysis for focus metrics

Creating awareness on the new metrics

Automation of Daily/weekly recurring activities to yield effective utilization

January 2009 – March 2012

Training employees on the business metrics like Productivity, Utilization, Diagnosis Accuracy, Turn Around Time, etc.,

Facilitating training on the usage of Advanced EXCEL and PowerPoint presentations (Nearly 10 batches with 12-15 trainees in each batch)

Implemented the SQL & Access Database for Business metrics

Only point of contact for any business related scores and metrics

Conducting Business workshops for Business Improvement

Coordinating and scheduling team discussions and Business meetings.

Analyzing and providing inputs for Cost Efficient Business.

Providing Technical Support for Commercial Customers on Laptops and Desktops.

ADITYA BIRLA MINACS OCTOBER 2006 – DECEMBER 2008

Technical Support Engineer

Troubleshooting on Mac (Laptops, Desktops, iPods, iTunes)

Interacting with Customer Relations team for satisfying customer needs

Education

BACHELOR OF SCIENCE [COMPUTER SCIENCE]

BANGALORE UNIVERSITY, BANGALORE, KARNATAKA, INDIA [HTTP://WWW.BUB.ERNET.IN]

YEAR OF COMPLETION: 2006

GNIIT – 2006

Personal Details

Date of Birth : 23-01-1984

Gender : Male

Nationality : Indian

Marital status : Married

Languages Known : English, Hindi, Kannada, Tamil & Telugu

Passport Details : K9837465 [Date of Expire – 07/03/2023]

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