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Senior Business Analyst
Senior Business Analyst at Tech Mahindra who led enterprise ServiceNow ITSM implementations and enhancements.
IndiaSenior Business Analyst at Tech Mahindra
Led enterprise-wide ServiceNow ITSM implementations and enhancements, driving requirement discovery, solution design, and process standardization. Directed cross-functional workshops and produced detailed BRDs, functional designs, and integration specifications.
ServiceNowITSMITOMHRSDCSMCMDBCSDM 5.0GRCSPMNow AssistAgileScrumConfluenceExcelSQLTableauFlow DesignerUATRelease Management
Served as a liaison between business and technical teams for ServiceNow ITSM, ITOM, and HRSD implementations. Gathered and documented business, functional, and technical requirements for various processes.
ServiceNowITSMITOMHRSDCMDBSAFeAgileScrumConfluenceJiraSLAEvent Management
Designed and configured workflows, business rules, UI policies, and service catalogs to improve operational efficiency. Integrated ServiceNow ITSM with third-party systems and led end-to-end implementation of ITSM modules.
ServiceNowITSMIncident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementITILUATDeployment
Monitored and supported 24/7 ISP and telecom network operations, ensuring high availability and SLA compliance. Troubleshot LAN/WAN, fiber, broadband, MPLS, VPN, and VoIP connectivity issues.
NetworkingLANWANMPLSVPNVoIPTroubleshootingIncident ManagementProblem ManagementSLA
Assisted with user account management, password resets, and software deployments through tools like Active Directory. Provided first- and second-level technical support for hardware, software, and peripheral devices.
Active DirectoryEndpoint managementTroubleshootingITILIncident ManagementProblem ManagementHardwareSoftware
Certified Implementation Specialist (CIS) for ITSM Module, completed between July and October 2022.
Certified Implementation Specialist (CIS) for ITSM Module, completed between July and October 2022.
Certified ServiceNow System Administrator, completed between May and July 2019.
Certified ServiceNow System Administrator, completed between May and July 2019.
MBA in Information Technology from Savitribai Phule Pune University, completed in May 2014 with 61%.
MBA in Information Technology from Savitribai Phule Pune University, completed in May 2014 with 61%.
BCA from Kashmir University, completed in March 2012 with 67%.
BCA from Kashmir University, completed in March 2012 with 67%.
ITIL v3 certification.