Priya Ranjan Parida
email: adl1xt@r.postjobfree.com
phone: 630-***-****
Summary:
An ITSM and ITIL expert and Business/Technical Analyst with over 13 years of IT experience
SME experience on ServiceNow - maintaining IT service delivery and support ServiceNow implementation
Understand project plans, resource planning for project delivery. Providing end-to-end solutions to deliver client value
Design and develop service roadmaps and manage implementations; ensure all systems and processes are in place
Partner directly with stakeholders to define and transform the high, medium and short term level business requirements into prioritized and detailed user stories
Prepare and Review Monthly Operational Metrics with Client
Have learned various facets and information of IT in the Banking, Retail, Insurance and Media & Entertainment domains
Provide expertise on all technical questions and develops technical solution related to ServiceNow implementation
Work individually and within a team setting to deliver requirements on time and within scope
Experience in business analysis on multiple projects, from business case to requirement gathering through functional specs and user acceptance testing
Adhere to best practices to set up, structure and deliver a suite of high-quality BA documents
Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved
Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments
Assist and Manage communications with the team, as well as stakeholders and business and IT management
Certifications & Training:
ServiceNow CSA Certification
ITIL V3 Certification
Scrum Master Certification
Cloud Computing Certification (Basic)
Nielsen Media applications - NPower, MarketBreaks, Galaxy Explorer and Arianna
Estimation Techniques, Maintenance Project – P1 & P2 Estimation
Training on Banking Applications, Entertainment Media & Broadcast Applications, Retail Applications, Insurance Applications, Business Intelligence portals
Windows Server – Foundation
Training on Sales tools – Provenue
Training on Retail tools: RFM1, RFM2, MovIt, Retalix
Expertise:
Primary Skills
Secondary Skills
ITSM / ITIL Framework
Incident Management, Problem Management, Change Management, Release Management, Vendor Management, Asset Management, Configuration Management, Application Management, Request Management, Service Catalog
ITSM tools
Primary Tool: ServiceNow
Other Tools: Peregrine, PPMC Kintana, LightHouse, Remedy
Skills
Technical Analysis, Design, Solving Technical Issues, Agile Methodologies
Business Analysis & Result Interpreting Techniques
Acceptance and Evaluation Criteria Definition, Brainstorming, Business Rules Analysis, Decision Analysis, Document Analysis, Metrics and Key Performance Indicators, Non-functional Requirements Analysis, Problem Tracking, Requirements Workshops, Scenarios and Use Cases
KM Technologies
Workflow, Content Management, Managed Document, Enterprise Portals
Major Assignments:
Client: Erie Insurance Role: ServcieNow Lead Analyst
Duration: 04/2018 – Till Date Location: Erie, PA
Job Responsibilities:
Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business groups
Configure and standardize the ServiceNow tool, craft solutions and build technical requirements
Provides input on processes, procedures, or new approaches utilizing ITIL best practices
Workflow design and modeling along with business process engineering
Wrote functional requirements to create and maintain Measurements Dictionary
Gathered business and technical requirements and created the list of Key Measurements that eliminate ambiguity and set smart goals linked to strategic and measurable Business Objectives.
Articulated requirements into detailed testing scenarios and further translated them into test cases. Coordinated test case walk through
Support the master implementation plan per standard implementation methodologies
Lead Content Owner for Managed Document and Knowledge articles
Develop user stories as per Agile methodizes and ensures for delivery of a successful product
Support the execution of the Asset and Configuration Management (CMDB) process, ensure it remains consistent with the ITSM strategy, global process goals and ensure coordination with all other IT processes
Manage tables, relationships and metadata following ServiceNow best practices
Interact with business partners and relay information to the team and management
Coordinate communication between the various departments to ensure awareness and approval for releases, enhancement, defects and any other changes that impact the various environments that we support
Participated in integration analysis and studied critical dependencies on Servicenow modules
Client: McDonald's Corporation Role: ITSM & ServiceNow Lead
Duration: 01/2015 – 04/2018 Location: Oak Brook, IL
Job Responsibilities:
Implementation and Administration of ITSM Management Processes (Incident, Problem and Change), Building Service Catalog and Custom Application Development in Service-Now
Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB, User Administration and Discovery in ServiceNow
Testing and Reviewing workflows, UI actions, UI policies and Client Script while upgrading the Service-Now platform
Worked on tickets for change management, service catalog, notification, workflow and incident. Administered Discovery Management and created Reports
Technical requirements to develop features as per the business specification in ServiceNow
Involved in creation of workflows, sub flows and tables for inbound and outbound notifications
Creating users, groups, roles and load the data to Service-Now using import sets on daily, weekly or requirement basis
Redesigning the workflows in ServiceNow and reconciliation of complicated workflows to simpler form
Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans
Worked on various ITIL module by enhancing the tool to the stakeholders and made it easy to understand
Worked on scheduling the report generation in Service-Now as per the requirements
Involved in creation of reports, dashboards in ServiceNow
Design and Implementation of service requests through service catalog in ServiceNow
Coordinate with different stakeholders to analyse resolution of an organization critical issue and implementing the fix
Meeting with stakeholders to get the requirements and detailed user stories and analyzing the short- & long-term project plans. Collaborate with other system teams and end users to ensure that major releases maximize positive impact and stability while minimizing risk
Provide training sessions on ticketing tools, reporting and data entry
Knowledge Management Documentation and Value innovation
Client: NBC Universal Role: Application Owner / IT Infrastructure Lead
Duration: 08/2010 – 12/2014 Location: Manhattan, NY
Job Responsibilities:
Application owner, Process Lead, SME and BA for 36 Media Research Applications and providing end to end support
Co-ordinate for app enhancement and upgradation
Technical and functional analysis for media research tools/apps ticketing process integration with Peregrine
Keeping track inventory purchase, hardware and software assignment, Change Management and CMDB
Follow ITIL procedures to identify, analyze and to fix the issues. Root cause and Trend analysis methodologies
Handling Outages, sev – 1,2,3,4 issues and other priority tickets/issues
Maintains application servers, VMs, share drives and monitors data load
Ownership for SharePoint site – Admin, access, permission
Escalation and relationship management with key stake holders
Decision maker for Business Critical and Urgent Incident/Problem tickets. Process Lead of Infrastructure Management team and coordinate network, release and change implementation
Collect and define requirements, create and maintain a consistent strategic direction and operational architecture for content management
Infrastructure support – Windows Server, Active Directory, share drives, network lines, IP alignment in routers, FTP setup, accessibility over VPN, application compatibility
Coordinating for application, server and DB migration and merging
Ensuring disaster recovery drills with domain teams and business continuity planning
Owning the planning and coordination of all phases and activities involved in the release of a system or system update into the production environment; identify priorities, conflicts, dependencies, and risks for the release
Facilitates release meetings and develops the release recommendation and release deployment plan based on input from multiple stakeholders within various portfolio teams
Ensure team always delivers assigned tasks in time without compromising in implemented process and quality; follow SLA & OLA norms by maintaining infrastructure policies and SOX & PCI compliance
Worked with organization web designers, data managers and programmers to support and implement the organization’s knowledge management program
Training users on new features of application
Participating in bi-weekly meetings with VPs and Directors to understand the requirement for Business Process Flow and Business Critical requirements
Defining, testing and preparing SOPs, PRPs & Process Flow for future reference
Proactively working towards continual process improvements
Client: Royal Bank of Canada Role: Problem Manager / ITIL Coordinator
Duration: 09/2008 – 07/2010 Location: Bangalore, India
Job Responsibilities:
ITIL Service Support areas of Incident, Problem and Change Management
Identifying the problem areas by following the Trend Analysis and fixing it by Root Cause Analysis
Understand and Identify the Production, Development and Staging boxes and applications hosted on them before opening any urgent incidents related to it
Decide and open Business Critical and Urgent Incident/Problem tickets
Chairing and Managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes
VPN Admin: RSA Id creation / deletion, troubleshooting VPN login issues
Participating in weekly production calls to discuss the Urgent and Business Critical incidents opened within a week
Identifying and engaging the relevant application and operations teams during an outage
Update and maintenance of the Application support contacts on the shared database for future reference
Review new change requests and business requirements for its feasibility and provide error free solutions, least human intervention and confirm it to be in line with regulatory and accounting rules with minimum service impact
Handling issues related to accounts in BES server, Exchange servers and Network Accounts
Keeping the team and related SharePoint updated
Monitoring tickets for L2 agents and sending out weekly reports
Involved in transition of new process and procedures to help desk
Client: Reliance Info Sol. Role: ITIL Coordinator
Duration: 12/2006 – 08/2008 Location: Hyderabad, India
Job Responsibilities:
Coordinating Service Operations through Incident and Change Management
Core member of Incident Management and analysis strategy team, review/analyzing top L1 issues, preparing reports on key issues and chalking out resolution strategies and technical sessions
Providing remote technical support, calls/issue registration/logging, call assignment, resolution and closure by E-Helpdesk, call reports and managed project tracker
Handled POS front end Business applications like Retalix Storeline
Backend Retalix application for Reliance Retail format included
Technical support for operations cycle, identify configuration related errors and failed customer transactions
Identify and did the root cause analysis for error correction and forward to the concerned team
Validated the bill cycle for error free completion before application roll out
Addressing SAP and Retalix related issues
Co-coordinating with vendors for the pending issues, follow up & maintenance. Procurement, assessing performance of the vendors based on criterions like quality improvement, time delivery etc.
Educational Qualification:
Bachelor of Engineering in Electronics & Telecommunication Engineering