Jayatheertha Nagaraja Rao
ServiceNow Consultant
Bengaluru
Summary
Responsible ServiceNow/ITSM Consultant, passionate about delivering outstanding quality and service. Offering 15 years of experience in Service Management industry with history of recognition for performance.
Overview
15
15
years of professional experience
Work History
BUSINESS ANALYST/CONSULTANT
- As part of Demand Management implementation for a manufacturing client in Europe worked as a Business Analyst/Consultant in gathering business requirements
- Participating in key stakeholder meetings and solution discussion
- Coordinated with the development team to help them understand the business requirements
- Conducting UAT, defect tracking, and bug fixing
- Change and Release deployment, post go-live hyper care support.
ITSM CONSULTANT
- As ITSM consultant worked in defining different ITSM process
- Defined the process as per ITIL best practices
- Created Visio diagrams to depict different process definitions.
SERVICENOW BUSINESS ANALYST
- As part of Service Catalog Management implementation for a manufacturing client in the US worked as a Business Analyst/Consultant in gathering business requirements for 600+ catalog items (Technical and End user catalog items)
- Participating in key stakeholder meetings and solution discussion
- Coordinated with the development team in developing as per the business requirements
- Conducting UAT, defect tracking, and bug fixing.
SERVICE INTRODUCTION CONSULTANT
- As part of Service Introduction defining and onboarding new services into the production system
- Conducting meetings with different stakeholders, understanding the application/services that will need to be onboarded and the key parameters that need to be in place for the smooth onboarding
- Closely work with the release management team in planning the service onboarding
- Prepare project handover document as part of the service handover to operations
- Go-live and hyper care support.
UAM ANALYST
- Working on ticketing tool Remedy version 7.0
- Generating Reports through Remedy tool and Creating, Resolving remedy tickets within the given SLA
- Creating and Deleting end-user accounts in SIM and AD
- Granting folder permissions, creating computer accounts, and Generating reports through AD
- Creating shared folders, Creating, and deleting the security groups and assigning the groups to the shared folders.
ITSM/SERVICENOW CONSULTANT
Infosys limited
01.2015 - Current
- Working with Germany energy provider having 60k+ users using ServiceNow as their ITSM platform to manage the IT Infrastructure operations
- As a ServiceNow consultant working mainly in Service Catalog development and Deployment
- Act as the single point of contact with the customer in gathering all business requirements and translating them into user stories using Agile Methodologies
- Defining service catalog structure
- Large scale Migration of 400+ service catalog from legacy tools
- As part of integrations working with 3rd party suppliers in building case exchange interface for Catalog task exchange
- Manage team of developers which includes task assignment, status reporting, functional/peer testing, UAT and signoff
- Coordinate with the stakeholders in conducting meetings for various issues such as requirement gathering, solution discussion, project planning and estimations
- Provide necessary inputs to developers in understanding the requirements
- Manage change and release deployment on a monthly basis
- Provide updates to the customer on the latest ServiceNow releases and features
- Gathered and defined user requirements for system updates
- Planned and executed feasibility studies to improve the integrity of proposed action
- Determined strengths and weaknesses of established processes and practices
- Wrote detailed proposals covering system specifications, resource requirements, and timelines
- Analyzed business' current work practices to recommend improvement action
- Participate in ISO Audits for the accounts
- Periodic reviews of the process with relevant stakeholders
- Working on RFI/RFP’s for new opportunities.
PROBLEM MANAGEMENT CONSULTANT
IBM India limited
03.2014 - 10.2015
- Identifying Problem Investigation, assignment issues, acting as an initial escalation point for day-to-day Problem Management issues
- Drive effectiveness and efficiency of Problem Management process
- Liaise with customers, IT executive, IT platform managers
- Participating in Problem Management meetings and reviews
- Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends
- Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels
- Providing and validating Problem resolution adhoc status reports and daily, weekly, and monthly reports as requested
- Agreeing closure of Problem Investigations
- Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off
- Closing any associated Problem Investigations and ensuring adequate documentation of the resolution
- Implement a mechanism to record Known Errors within the account and the associated workarounds
- Engage with support groups to arrange for and schedule resources/actions, co-ordinate the investigation and solutions of Known Errors, so that proposals can be made with the options available
- Developing problem management procedures when required.
PMO/SERVICE QUALITY CONSULTANT
IPSoft India limited
01.2013 - 12.2013
- Act as a reference point for PMO operations/information and Support in the maintenance of effective PMO program/project tools to aid in process standardization (project reviews, reports, templates)
- Management of project SharePoint site to reflect updates, develop and maintain project document library and other project/program repositories
- Complete the ongoing operational tasks for projects, including project processing, report generation, Track projects and organize meetings
- Assist in ensuring that the Project Scope is well documented and managed properly throughout the delivery cycle of the project
- Evaluation of Supplier Quotation and project budgeting for all projects
- Perform regular project status calls on a weekly and monthly basis & assist in closure for all projects
- Independently perform Quality measurement for assigned processes
- Communicate and report quality data, issues, non-compliance, process gaps through Audits and measurements
- Analyze data such as CSAT, quality accuracy, timeliness, productivity, and utilization and provide input for process improvement and standardization
- Suggest process improvement and automation
- Analyze trends, KPIs of the product line and signal variations.
INCIDENT LIFECYCLE COORDINATOR & UAM ANALYST
Hewlett Packard
10.2008 - 12.2012
- Regular follow up of Open Incidents following best practices from ITIL methodologies
- Setting up weekly review meetings with the resolver groups about the resolution of open incidents
- Monitor and track incidents through the Incident Management process utilizing the IMPACT methodologies and collateral
- Monitor incidents and service requests out of process and perform analysis or contact workgroup owner/supervisor until resolution
- Extracting, Updating, and publishing IMPACT Report from HPSM tool which monitors and tracks the Incident Management Performance of all Teams involved in Service Call & Incident resolution
- Generate & manage daily reports on open cases and report the key KPI’s.
Education
Bachelor of Engineering - Computer Science
APS College of Engeneering
Bengaluru 04.2001 -
Skills
Education Bachelor of Engineering (Computer Science)
Certifications ServiceNow Admin certified
ServiceNow Implementation Certified (ITSM)
ITIL V3 Foundation Certified
ITIL Intermediate Certified (RCV)
Timeline
ITSM/SERVICENOW CONSULTANT
Infosys limited
01.2015 - Current
PROBLEM MANAGEMENT CONSULTANT
IBM India limited
03.2014 - 10.2015
PMO/SERVICE QUALITY CONSULTANT
IPSoft India limited
01.2013 - 12.2013
INCIDENT LIFECYCLE COORDINATOR & UAM ANALYST
Hewlett Packard
10.2008 - 12.2012
Bachelor of Engineering - Computer Science
APS College of Engeneering
04.2001 -
BUSINESS ANALYST/CONSULTANT
ITSM CONSULTANT
SERVICENOW BUSINESS ANALYST
SERVICE INTRODUCTION CONSULTANT
UAM ANALYST
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