ServiceNow
ANAND KISHORE
Assistant Manager
Gurugram
Summary
Experienced IT professional with a track record of more than 4 years in Product Support and Service Management Roles. Proven expertise in handling a wide range of tools and technologies including SQL Server Management Studio, Visual Studio, Service Now Administration, Salesforce User Administration, and more. Recognized for meticulous attention to detail. Certified ServiceNow System Admin. Skilled in Incident and Problem Management, ServiceNow administration and reporting using Servicenow dashboard. Eager to leverage my technical proficiency and ITIL knowledge to drive success in a dynamic organization.
Overview
5
5
years of professional experience
5
5
Certificates
2
2
Languages
Work History
Assistant Manager
WNS global services pvt Ltd
05.2023 - Current
- Analyzed data (Team Utilization, SLA insights, incident metrics etc.) via ServiceNow reporting to drive insightful information for our leadership as well as Client side Stakeholders.
- Created and maintained team process documentation on servicenow and confluence in support of Incident/problem resolution and knowledge transfer.
- Worked in sync with Client side project owners to facilitate process transitions to our team, actively engaged in discussions with client regarding process improvements, Team Key highlights and Initiatives.
- Worked on SQL queries and packages using SSMS, SSIS and Visual Studio, handled warehouse backup and restore.
- Monitored SQL Jobs and took required actions when needed
Senior Analyst
WNS Global Services Pvt. Ltd.
03.2021 - 05.2023
- Performed system analysis, documentation, user support and user provisioning for internal as well as market leading applications(Office365, Salesforce, ServiceNow,Active Directory, SCCM, MS Dynamics 365, Adobe Workfront etc.)
- Analyzed data (Team Utilization, SLA insights, incident metrics etc.) via ServiceNow reporting to drive insightful information for our leadership as well as Client side Stakeholders.
- Created and maintained team process documentation on servicenow and confluence in support of Incident/problem resolution and knowledge transfer.
- Worked in sync with Client side project owners to facilitate process transitions to our team, actively engaged in discussions with client regarding process improvements, Team Key highlights and Initiatives.
- Onboarded multiple Business processes.
- Have experience working on issues related to VDI, VPN, Office365, JAMF, IAM, Salesforce, MFA, Adobe Workfront, Microsoft Dynamics 365, ServiceNow, Active Directory etc.
- Conducted daily sanity checks of internal application via Teamcity and monitored system status via Grafana.
Associate Software Engineer
Accenture
06.2019 - 08.2020
- Identified issues and categorized tickets in accordance with Severity through various sources(emails, user reports etc.) and followed ITIL support procedures to respond
- Handled issues of all priorities including P1 and P2, initiated bridge calls with clients when required and handled severity communications as well.
- Dealt with Service now tickets (incidents and service tasks).
- Created and maintained team process documentation in support of incident/problem resolution and knowledge transfer.
- Categorizing, logging, and detection of incidents and providing incident support.
- Performed general troubleshooting over client's application - ( Skype,Outlook,VPN,Exchange server, S/W installation-uninstallation) through remote desktop support.
- Worked in sync with end user and provided satisfactory solutions.
Education
B.Tech/B.E. (Electronics/Telecommunication) -
KIIT University
Bhubaneshwar, Odisha05.2019
Senior Secondary School - Science
Islamia College
Darbhanga, Bihar 04.2001 - 04.2015
Secondary School - Science
Kendriya Vidalaya
Patna, Bihar03.2012
Skills
Understanding of the current trends and innovation in Technology Sector
ServiceNow Reporting
People Management
Incident Management
Remote Desktop Troubleshooting
Problem solving, analytical, and time management
Good Communication - both verbal and written)
Willingness to handle difficult situations
Ability to analyze high volume of incident data and work in a fast-paced environment
Desire for learning and knowledge sharing
MS Excel Reporting
People Management
Certification
IT Service Desk : Service Management
Accomplishments
- Got awarded the Excel@Work honor by Leadership for consecutively 2 quarters.
- Received Client Reward & Recognition 2 times for being the top performer in the team throughout FY 22-23 and FY 23-24
- Received client as well as leadership appreciation for creating Sharepoint site dedicated to our team.
- Received numerous client appreciations for work related to BAU.
Software
Salesforce
Dynamics 365
Active Directory
Atlassian Confluence & Jira
SQL Server Management Studio
Visual Studio
Citrix Studio
TeamCity
Panorama Access & Utility
Configuration Manager
Jamf Pro
Rewards and Recognition
- Got awarded the Excel@Work honor by Leadership for consecutively 2 quarters.
- Received Client Recognition for being the top performer in the team throughout FY 22-23.
- Received client as well as leadership appreciation for creating Sharepoint site dedicated to our team.
- Received numerous client appreciation related to BAU.
Hobbies
- Watching TV series/movies and tech related YouTube videos
- Reading Novels (fiction/Non-fiction)
- Playing open world and racing games