Customer Service Business Analyst

Vijay Vignesh S

United Kingdom +**(*) 777-***-**** ***************@*****.***

Qualification Highlights

Highly skilled ITSM Technical/Business Support Analyst with almost 3 years of experience in designing, developing, and implementing IT processes within the BMC Remedy, FreshService and ServiceNow Platform. Hands-on experience working in Linux servers, citrix workspace and Oracle SQL developer and also proficient in capturing business requirements in the form of agile stories to support design, build, test and release transformation projects through customer centric approach.

Strong grasp of Scrum Methodology, exceptional organizational skills, and the ability to work independently with minimal supervision.

I have proactively gained exposure to Python programming, SQL and Azure Data Engineering as part of my efforts to enhance my skill set within the dynamic professional landscape, with the aim of keeping myself ready for cross-functional projects.

Areas of Expertise

ITSM Modules - ServiceNow, BMC Remedy, Freshservice, 1st and 2nd line support experience, Business Analysis, requirements gathering, stakeholder management, agile project management, Scrum methodology. Career Progression

SWLSTG NHS Mental Health Trust – LMS Business Administrator (SEP’23 – Till Now) Product: Totara LMS System.

• Manage user accounts, roles, and permissions within the system.

• Customize the user interface and system settings to align with organizational branding and policies.

• Upload, organize, and manage learning content within the LMS.

• Ensure that courses, modules, and materials are correctly labeled, categorized, and accessible to the intended audience.

• Collaborate with instructional designers and content creators to ensure content is compatible with the LMS.

• Provide technical support to users, instructors, and learners.

• Conduct training sessions for administrators, instructors, and end-users on how to use the LMS effectively.

• Create and maintain documentation, tutorials, and FAQs for users.

• Generate and analyze reports on user progress, course completion, and other relevant metrics via Oracle SQL.

• Provide insights and recommendations based on LMS analytics to enhance the learning experience and achieve organizational goals.

• Conduct quality assurance testing to identify and address any issues with the LMS.

• Ensure that courses and assessments function as intended and are free of errors.

• Work closely with LMS vendors to address technical issues, request support, and stay informed about updates and new features.

• Implement user-friendly features and enhancements to increase user satisfaction. FreshWorks, Business Analyst/Product Specialist (NOV’22 – JULY’23) Chennai – INDIA Product: Freshservice (ITSM,ITOM,ITAM,PPM,ESM)

• Diligently offered Level 1 support to client and end-users through the utilization of Ticketing System, interactive Chat, and proficiently managed Calls. and resolved issues within Agreed SLA.

• Took ownership of customer issues reported and ensure that they are resolved within set SLAs.

• Diagnosing and troubleshooting problems and identifying solutions to resolve customer issues.

• Collaborate with other appropriate internal teams and represent the customers while figuring out solutions and workarounds.

• Following standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.

• Prepare accurate and timely reports, ensuring proper recording and closure of all reported issues.

• Work with various internal stakeholders to provide prompt and accurate feedback to customers.

• Helped developer team, to identify and confirm the bug on the product.

• Integrated API’s to connect and modify the data along with workflow Automation.

• Provided end-user training and support during the transition phase to ensure smooth adoption of the new ITSM platform.

• Integrated Freshservice with third party system such as Azure AD, JIRA, Microsoft Intune etc, as per clients requirements.

• Documented project requirements, user stories, and process flows for future reference and knowledge base articles. Virtusa Consulting Service, Engineer – Technology (OCT'20-NOV'22) Chennai – INDIA Product: BMC REMEDY(ITSM,ITOM), BMC Smart Reporting(Reporting Module)

• Delivered 'Early Life Support,' effectively to and resolve IT service incidents promptly to minimize downtime.

• Log, categorize, prioritize, and track incidents through to resolution and escalate incidents when necessary and communicate with end-users regarding issue status.

• Identified the root cause of problems to prevent future incidents and to implement permanent solutions.

• Assist in the planning, testing, and implementation of changes to IT services within ITIL best practices.

• Ensure changes are documented, reviewed, and approved before implementation.

• Extract reports based on requirement and bulk upload data into system via Oracle SQL.

• Ensure that service requests are processed efficiently and meet agreed-upon service levels.

• Coordinate and manage the release of new stories/fixes ensuring they are properly tested and do not negatively impact existing services.

• Monitoring and maintaining Linux servers to ensure the continuous operation and optimal uptime of the application.

• Collaborate with stakeholders to establish and review service level agreements (SLAs).

• Contribute to and use a knowledge base to document known issues and solutions.

• Work closely with other IT teams, such as development and operations, to ensure seamless service delivery.

• Participate in meetings and collaborate with stakeholders to improve IT processes.

• Identify opportunities for process improvement within the ITIL framework.

• Participate in reviews and evaluations to enhance service delivery. Achievements

• Received “Boss Baby” Award for Successfully implementing the complex workflows on the end-user system on my first quarter within 6 months of my employment in Freshworks.

• Got Client appreciation for successfully implementing complex view and forms in BMC smart Reporting Module. Professional Credentials ITIL V4 certification (Udemy), Prince 2 certification (Udemy). Technical Skills

Business Analysis Requirements Gathering, Data and Gap analysis. Tech Skills Oracle SQL, Basics of AWS and Devops, Office 365. Programming

Skills

C, Java and Python. Basics of Linux.

Technology tools ITSM tools (BMC remedy, BMC Smart Reporting, ServiceNow, FreshService), Power BI.

Education

Engineering from Sri Eshwar College of Engineering, Anna University, 2020 This is equivalent to RQF Level 6/ SCQF Level 10/ CQFW Level 6 as per UKENIC

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