It Service Project Management
Resume:
Naperville, Illinois
https://www.linkedin.com/in/anamika-pandey-07817814/
**********@*****.***
ANAMIKA PANDEY
PROFILE
Accomplished Principal Consultant drives organizational improvements through leveraging expertise in ITIL®, SIAM™ & ServiceNow, specializing in IT Service Management Solutioning and Digital Transformation. Expert in leveraging ServiceNow ITSM for process optimization, significantly enhancing client satisfaction through strategic automation and effective project management. Skilled in fostering long-term partnerships and driving business process consulting, demonstrating exceptional leadership and problem-solving abilities.
KEY SKILLS
WORK EXPERIENCE
Project Management
Digital Transformation
IT Service Designing & Transformation
ServiceNow ITSM, Release Management, Custom App Implementation
IT Service Management Solutioning
Process Improvement
Process Optimization
Business process Consulting
SIAM Governance Framework
ITSM Maturity Assessment
Automation and integrations consulting
Principal Consultant
Hexaware Technologies Ltd. Chicago, IL
Oct 2018-Present
Led the design and implementation of IT services as per the Service Transformation & Governance Framework.
Collaborated with IT Service Owners to define service offerings and identify key improvements in service workflows.
Worked with the Automation Factory Team and ServiceNow® technical team to implement automated IT services using Agile approaches.
Ensured rigorous end-to-end testing, covering functional, regression, and system testing, to align with business needs.
Developed and executed strategic plans for IT Service onboarding and process alignment, enhancing overall service quality.
Supervised project progress, ensuring budget and schedule adherence.
Led team projects, ensuring high-quality deliverables.
Designed integration solutions for ITSM tools
Delivered outstanding service, maintaining client relationships
Mitigated project risks through proactive planning.
Built strong relationships with clients, fostering long-term partnerships and repeat business.
Evaluated business processes, identifying inefficiencies and recommending targeted improvements.
Increased client satisfaction by providing tailored consulting solutions for their specific business needs.
Conducted thorough reviews of operations to devise and deploy improvement strategies.
Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
Projects
ITSM/SIAM Transition and Transformation Lead – Kirkland & Ellis
1.Conducted in-depth gap analysis to identify gaps in ITSM processes, aligning services with business objectives.
2.Redesigned processes, introduced quality assessment frameworks, and implemented ServiceNow enhancements to improve automation, reporting, and user experience.
3.Led digital transformation initiatives to streamline workflows and improve cross-functional collaboration.
Service Design Lead (End User Services) – Credit Suisse
1.Transformed the Vendor Onboarding process through business analysis, process re-engineering, and end-to-end automation.
2.Designed and onboarded 3 Service Catalogs on ServiceNow, integrating authentication automation and in-house tools for seamless vendor record creation and user access provisioning.
3.Spearheaded digital transformation efforts, reducing onboarding timelines from 20 days to 5 days while improving process efficiency and compliance.
IT Analyst
Tata Consulting Services Limited Mumbai, India
Nov 2014- Oct 2018
Established Business Aligned Command Center and documented ITSM processes.
Supported ITSM solutions and conducted process maturity assessments.
Developed training materials and streamlined business processes.
Conducted gap analyses and defined ITIL processes.
Developed Business Value Dashboard and conducted ITSM Process Maturity Assessment.
Collaborated with teams, wrote documentation, and conducted training sessions for end-users.
Improved user experience, monitoring feedback and making necessary adjustments to software applications.
Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
Increased productivity with tailored training programs designed to improve process proficiency utilizing ServiceNow.
Collaborated with cross-functional teams to gather requirements for ServiceNow implementation
Communicated and explained business requirements to team members to understand and implement functional demands.
Projects
Onshore Transition Lead – Aer Lingus Airlines
1.Conducted gap analysis to optimize ITSM processes during the transition phase, ensuring alignment with organizational goals.
2.Revamped workflows to address the IT problem backlog, improve service quality, and enhance operational performance.
3.Designed and implemented change management improvements, resulting in higher success rates and reduced disruptions during transitions.
ITSM Assessment Consultant – Jaguar and Land Rover
1.Conducted comprehensive ITSM assessments covering people, processes, tools, reporting, and compliance.
2.Prepared a detailed gap analysis report with actionable recommendations to align ITSM practices with business objectives and improve overall maturity.
Specialist
HCL Technologies Limited Noida, India
Aug 2011-Oct 2014
Followed all company policies and procedures to deliver quality work.
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Collaborated with cross-functional teams to achieve project goals on time and within budget.
Designed ITIL-based processes for Problem, Change, Release, Availability, and Capacity Management.
Identified and implemented Knowledge Management processes, aiding in First Call Resolution.
Led requirement gathering, ITSM tool implementation, process design, and stakeholder training using ServiceNow.
Adhered to company policies and procedures, ensuring quality work delivery.
Supported ITSM Operations training to uphold quality, process adherence, and standards.
Conducted regular reviews of operations and identified areas for improvement.
Projects
ITSM Transformation Consultant – Anglo American
1.Defined and transformed ITSM processes tailored to the unique requirements of the mining industry, ensuring seamless support for day-to-day IT operations.
2.Designed ITSM processes in ServiceNow to enhance automation, consistency, and scalability for the organization.
EDUCATION
MBA IN MARKETING, GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY, DELHI, INDIA, 2011
B. Tech IN ELECTRICAL & ELECTRONICS, UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW, 2008
12TH GRADE, CENTRAL BOARD OF SECONDARY EDUCATION, RAEBARELI, UTTAR PRADESH, INDIA, 2004
CERTIFICATIONS
SIAM™ Professional EXIN 2023
ITIL® V3 Foundation, EXIN, 2011M™ Professional, EXIN, 2023
ITIL® Planning, Protection and Optimization, EXIN, 2016
ITIL® Release, Control and Validation, EXIN, 2016
ITIL® Operational Support and Analysis, EXIN, 2016
PERSONAL INFORMATION
Gender: Female
Nationality: Indian
Marital Status: Married
H1B USA Valid till Feb 2027
B1 USA Valid till Feb 2030
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