Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Harshavardhan R

Service Performance and Reporting Analyst

Summary

Results-driven Service Performance and Reporting Analyst at ANZ, skilled in ServiceNow and Qlik Sense. Successfully automated reporting processes, enhancing accuracy and timeliness. Expert in KPI monitoring and cross-functional collaboration, fostering operational efficiency. Proven ability to provide actionable insights and training, driving continuous improvement in change management practices.

Working With ANZ as Service Performance and Reporting Analyst from Aug 202 to Present. Working with ANZ as Change Analyst from Sep 2019 to June 23. Worked with IBM India Pvt Ltd, Bangalore as Change Management consultant from Nov 2014 to Aug 2019.

Overview

10
10
years of professional experience
2
2
Certifications

Work History

Service Performance and Reporting Analyst

ANZ
08.2023 - Current
  • Designed and developed custom ServiceNow / Qlik sense reports and dashboards to track KPIs for Change, Problem, and Capacity Management teams
  • Monitored service performance and ensured visibility of key metrics across all operational areas with in Institutional Domain
  • Prepared monthly Service Management reports using Qlik sense on Major Incidents, Managed P3, and service performance across Institutional, Payment, Markets, and International areas, providing stakeholders with insights into service disruptions, performance trends, and areas for improvement
  • Monitoring and following up on monthly Windows Server remediation efforts, focusing on servers not mapped to business applications, applications without current demands, overdue demands and Future Demands ensuring timely remediation and alignment with business priorities and compliance requirements
  • Prepared automated reports and dashboards on minor changes in ServiceNow and shared the data for weekly Institutional and International BRB meetings, providing clear and actionable insights to support efficient decision-making and change approval processes
  • KPI Monitoring & Analysis: Regularly monitored KPIs such as change success rates, problem resolution timelines, and capacity utilization to assess IT service performance and identify potential areas for improvement for Institutional Domain
  • Cross-Functional Collaboration: Worked closely with Change, Problem, Capacity Management teams and Institutional domain to understand reporting requirements and deliver insights to improve operational efficiency and decision-making
  • Automation of Reporting Processes: Automated recurring performance reports and dashboards in ServiceNow, reducing manual efforts and improving reporting accuracy and timeliness
  • Monthly Reporting & Performance Reviews: Compiled and delivered detailed monthly performance reports, highlighting key findings and improvement opportunities to senior management and stakeholders
  • Service Improvement Initiatives: Provided actionable recommendations based on reporting analysis to improve service delivery processes and optimize performance within the Change, Problem, and Capacity Management teams
  • User Training: Provided training and guidance to team members on how to use ServiceNow / Qlik sense reports and dashboards for their daily operational needs
  • Stakeholder Communication: Collaborated with stakeholders to ensure that reporting metrics aligned with business objectives and addressed key operational challenges

Change Analyst

ANZ
09.2019 - 06.2023
  • Manage changes through governance and control of change process
  • Identifying and leading continuous improvements to ensure an efficient and effective change process for stability of services
  • Chair BRB’s and ensure that the changes are scheduled with no disruption in service
  • Collating changes from the team and Publishing agenda to Change Board prior to BRB meetings
  • Responsible for reviewing, coordinating and implementing of changes within the Change window
  • Identify the prospective standard changes to reduce bureaucracy and promote easy-to-use concept in Change management
  • Conducting Change management trainings to the required teams with in all domains
  • Represented change in case of emergency calls and approved the undertaking of priority incident fixes through emergency changes
  • Creating and Monitoring of dashboards and reports in ServiceNow
  • Creating unauthorized reports and process non adherence reports
  • Assisted and tested in the Automation of key activities of change process
  • Analyse and make recommendations to reduce the failure rate of changes
  • Identify process deficiencies and escalate or recommend solutions
  • Experience documenting, training and mentoring new joiners, and implementing improved practices within the project

Change Management Consultant

IBM India Pvt Ltd
11.2014 - 08.2019
  • Authorizes acceptable changes, either alone or after a CAB or ECAB has taken place
  • Operationalize change management strategy and supporting plans, Issues change schedules
  • Tables all opened Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting to get their approvals also to get those submitted RFC’s fully approved
  • Coordinate with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules
  • Reviews all implemented changes to ensure that they have met their objectives; refers any that have been backed out of have failed
  • Asses the Change Impact, Identify who is going to be impacted, take the necessary steps to Change Impact mitigation
  • Review changes and approve on time
  • Ensure there is availability of resource
  • Make sure that changes are communicated effectively to various channels using effective communication methods
  • Ensure that right language and communication is used while communicating with onshore & offshore teams
  • Review Emergency changes on priority
  • Ensure all the change orders are reviewed and approved on time
  • Reduce the average time taken to approve change requests and improve number of changes processed by team
  • Reduce repeated work by highlighting the cause for maximum changes getting denied
  • Convenes urgent CAB or ECAB meetings for all urgent CRs, Chairs all CAB and ECAB meetings
  • Work independently, completes assigned task in the established timeframe, completes regular assignments without reminders or additional requests
  • Interact with Support teams
  • Analyse impact and risk for change requests
  • Process the approved CRs effectively to ensure Service Implementation and Support team implement the change orders as per the agreed process and policies
  • Ensure that right procedures and process is followed while processing the change orders
  • Maintain and observe internal control standards
  • Strictly adhere to regulatory & compliance matters
  • Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control and reporting
  • Co-ordinate those resources assigned to support the change activity and provide support and guidance

Education

B.Sc - computer science

MGKVP

Skills

  • ServiceNow

  • Reports

  • Dashboards

  • Performance Analytics

  • Data Extraction

  • QlikSense

  • Data Analysis

  • Dashboard Development

  • Reporting Automation

  • Reporting Tools

Certification

ITIL Foundation V4

Accomplishments

FY24 Qtr2 R&R

Timeline

Service Performance and Reporting Analyst

ANZ
08.2023 - Current

Change Analyst

ANZ
09.2019 - 06.2023

Change Management Consultant

IBM India Pvt Ltd
11.2014 - 08.2019

B.Sc - computer science

MGKVP
Harshavardhan RService Performance and Reporting Analyst