JYOTI PRABHA SETHY

End User Support:-

• Analyzing German users requests of the internal and external users via communication channel like ServiceNow, teams & Outlook
• Creating user’s profile in different applications & deactivating profiles when user leaves the project
• Well versed in performing root cause analysis and resolving technical & non-technical applications issues on timely manner as per defined standards
• Responsible for service request and incident & redirect unresolved issue to next level of support whenever required by performing cross team activity
• Provide trainings to new joiner.
• Taking ownership in the introduction or further development of processes by addressing process gaps.

Achievements:-

• Awarded as Star performance because of persistently meeting 100 % Quality and Target and brining out activities within ETA
• Automated in ServiceNOW tool to reduced time consuming activity by 7 hrs. weekly
• Automation ideas in progress, which reduces manual work by 20% in upcoming months
• Automated in DFM tool to reduced time consuming activity by 4 hrs. weekly

Tools used :- Ariba, ServiceNOW, SAP, Quest, DFM, Outlook, Teams, Skype, Workday, Citrix, MS Office, Jira, Bitbucket, Confluence.

• Hands on Experience in creating and processing invoices for
• Amgen (Biopharmaceutical Company), analyzing the root Cause of the issue and fixing it show that the same is not repeated again.