IT Service Management
Fiserv
Total years of experience :12 years, 10 Months
Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of Service Level Agreement and monitor on SLA workflow
Create, monitor, modify and publish service catalog workflows with approvals
Administration and maintenance of the ServiceNow platform and associated applications
Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
Gather, understand and document detailed business requirements using an appropriate tools and techniques
To Participate in Change Advisory Board (CAB) Meetings
To review CR for completeness of the information, impact statements, deployment/implementation instructions, comprehensive recovery plans and to perform post-implementation reviews (PIR)
Planned & adopted continual improvement actions on the CM processes to include changes happening in various IT & infrastructure departments
To send the Forward Schedule Change Report (FSC) to all relevant stakeholders
Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities
Maintain established service level agreements to meet customer expectations and quality standards
Compile data through Incident entry that will be used for management information and reporting
To own and manage the Change Management function; Major Incident Management function and the Problem Management function
Knowledge of Service Management practice in the IT industry.
implemented Service Level Agreements for existing customers through the creation of standardized templates
Develop, manage, measure and report on key service-level metrics
Trend analysis of Incidents, highlight repetitive incidents and escalating to resolver groups to ensure targets are achieved
Prepare the detail design documentation for operations
Coordinating & preparing RCA reports for application & infrastructure related major incidents and
Updating in Known Error Record
Work with ServiceNow and admin team to deliver automated workflow
Work with IT management to align ServiceNow with IT organization strategy
Locate and define a new Service Improvement Plan (SIP) monthly/ quarterly basis
Work hand in hand with the Incident, Change Manager, other ITSM process managers, and operational managers
Good experience of writing SQL queries
Prepare Reports/ Dashboard Reports
Worked on HP Dynamic and BI Launch portal to access and modify Data
Coordinate with project manager regarding the issue in field and report requirement of the client and for monthly Billing
Managing all database objects, including tables, views, sequences, synonyms
Basic database administration
Good experience of writing SQL queries
Prepare Reports/ Dashboard Reports
Write Queries for the analysis purpose
Database Security- Role, login, user and permissions management
Coordinating with clients for data cleaning and variables selection to ensure data meaningful and analyzable
Installation of SQL Server 2008R2/2005 on Windows Server
Develop, Implement and manage data strategies that optimize the data quality to improve standardization
Create queries to extract data from data repository for the purposes of reporting and analysis
Develop queries and stored procedures for data extraction
MS SQL Server database administration
Implementing different Maintenance plan on the production server
Working on Banks Data Center (Bank of Baroda, RRB, Bank of India, Central Bank of India, SBH, PNB, PSB, UCO, and BRKGB) on Client Side with HCL Infosystems Ltd. INDIA
Creating users provided authentication, privileges and password recovery
Participated in Change Advisory Board (CAB) to take approvals for the planned changes from relevant stakeholders
Worked with the Problem Management team to provide Root Cause Analysis (RCA)
Preparing Service Improvement Plan (SIP) quarterly basis
Database Security-Role, login, user and access Management as per the defined process
Organized and reported training statistics for company management.
Created reports and charts to manage milestone progress.
Working on Microsoft SQL SERVER & Oracle on Production Database environment.
Wrangling data from multiple sources including sales, product, and customer databases to create integrated views that can be used to drive decision making.
Refreshing of DB (using Export and Import).
Creating/modifying the SQL, PL/SQL Queries
Import, Export, Monitoring of Database, Performance tuning.
Organized and reported training statistics to company management
Refreshing of DB (using Export and Import)
Created reports and charts to manage milestone progress
Prepare Dashboard report