Governance and Operational Support for ITSM, ServiceNow Administration & Compliance.
Prepare Process documents.
Own and Maintain Service Offering Database.
Managing communications related to product releases.
Setup Major Incident Management Process and drive the process.
Centralizing and reviewing the training and procedural documents with technical teams.
Create Monthly reports and Dashboards in ServiceNow for the technology teams as scheduled / requested.
Set up SLAs across Processes in coordination with Client/ technology teams which improves Service Levels.
Responsible for creating procedural documents & delivering training programs to build ITIL in the organization.
Scheduling a call with technical teams and recommend Process Improvements based on Analysis of Inc Volume.
Provide solutions based on best practices derived from ITIL, Project Management as part of the Operations.
Conduct requirement gathering sessions, Draft new workflows and modules in ServiceNow tool to facilitate new requirements.
Act as point of contact point and coordinate with Development team in scheduling, testing, deployment and on issue resolution if any.
Lead process enhancement projects, complex simplification Programs, including User Acceptance Test coordination & issue tracking for Service Management tool (ServiceNow).
Conduct awareness sessions for ITIL processes, ITIL Detailed review sessions including understanding with current pain areas and resolution to the same by implementing best practices for identifying permanent solution in process approach.
Conduct Change Management Training on need basis.
Prepare Pre CAB Agenda and Chair Change Advisory Board Meeting.
Review and approve Routine, Comprehensive & Emergency Changes.
Prepare Monthly Maintenance window and publish Post Implementation review documentation.
Weekly & Monthly report on Change Management and QA team for technology leads & Mgmt. review.
Propose Enhancements on Change Module and work with ServiceNow Dev team.
Leading the Monthly maintenance window efforts, which include coordinating & guiding technical teams & other Process owners to ensure minimal disruption on the infrastructure.
Plan and Document all test scripts.
Perform Performance testing on each module.
Plan & Execute sprint project based on schedule.
Gather the appropriate data for building new modules in ServiceNow.
Gathering Initial requirements & Functional requirements for the Project.
Develop test cases on IT Catalogue & Change Management module on Service Now.
Testing ServiceNow tool through DEV, Preproduction environment and log the Defects.
Coordinate & facilitate meeting with Dev team and client in executing project as scheduled.
Compliance QAR (Quarterly Access Review)
Act as a point of Contact for technology team and Auditors.
Gather data and prepare the Audit package as per the process based on schedule.
Review and work with technology teams in user data validation.
Validate the Termination Ticket data with AD & Active User data.
Schedule meetings with Application owners and Auditors in Sample data collection.
Work with Auditors in Evidence gathering (User access tickets / Requests form ServiceNow and Applications).
Validate the termination Incident & Request tickets as per the collected evidence with ServiceDesk.
Work with Client & Auditors in Adhoc Requests related to Reports.
ITSM, ServiceNow Administration & Compliance