Kiran Ravikumar
Chennai
Summary
- Having 3 years of experience as a ServiceNow Admin and overall 5 years of professional experience.
- Functional and E2E knowledge on ITSM - IT Asset Management, Incident Management, Problem Management, Change Management, SLM, and Service Request Management.
- Sound knowledge in ITIL concepts, JIRA and Agile methodology.
- Sound Knowledge in Data querying (SQL) and visualization (excel, Power BI, Tableau) tools and practices
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Executive
Frost & Sullivan
Chennai
02.2019 - 10.2022
- Worked on ServiceNow Version - London to San Diego
- Perform BAU admin tasks and work on incidents and changes (L1, L2 tickets).
- Ensure system availability and no downtime by supporting production instance, including handling incidents.
- Handled major incidents and Communication to key stakeholders in case of any outage and timely updates.
- Experience in using Agile/Scrum methodology.
- Ensure the CMDB is up-to-date and accurate by performing regular audits and reconciliation processes.
- Identify and rectify discrepancies in configuration item (CI) records.
- Monitor CMDB health metrics and address any issues with data integrity or accuracy.
- Work closely with change and incident management teams to ensure CMDB reflects
- Responsible for various ITIL Workflow processes like Incident, Change Management, and Service Requests.
- Worked on setting up email notifications for different ITIL modules.
- Involved in designing, development, and implementation of service portal.
- Worked with a business analyst to create and modify service catalogs, record producers, and request workflow designs.
- Experience in configuring SLAs.
- Worked on UI policies customizations on incident and change forms based on client needs.
- Worked on creating users, roles, groups, and loading data in ServiceNow using import sets on a weekly/monthly basis.
- Configuring business rules, data policies, ACLs to customize and fulfill business requirements.
- Configured custom fields and developed workflows to ensure accuracy of data capture.
Project Coordinator
S S Enterprises
Chennai
12.2017 - 01.2019
- Interacted with clients to gather requirements and documented them as a Business Requirement Document (BRD), maintaining versioning.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
- Produced thorough, accurate and timely reports of project activities.
- Conducted risk assessments and identified potential issues that could affect project success.
- Prepared status reports to communicate progress to stakeholders and management teams.
- Drove communication within high-performance, cross-functional organization to meet aggressive goals.
- Troubleshot and resolved non-technical issues using support documentation and training.
Intern Trainee
Metal Forms Private Limited
Chennai
10.2017 - 11.2017
- Joined as a Trainee in Supply Chain Management.
- Communicating with companies and handling orders for fabrication works.
- Preparing and maintaining invoice documents.
- Responded promptly to customer inquiries via phone or email.
- Drafted emails, memos, letters, and other correspondence as required.
- Performed administrative tasks such as filing, data entry, and document preparation.
Education
Bachelor of Engineering - Mechanical Engineering
Sri Sairam Engineering College
Chennai, India05-2017
Skills
ITSM Suite: ServiceNow (London to San Diego)
Data Visualization: Excel, SQL, Tableau, and Power BI
Tools: JIRA
Software Process: SDLC, Agile
ITIL Processes: IT Asset Management, Incident Management, Change Management, Problem Management, and Service Request Management
Certification
· ServiceNow – Certified System Administrator (Washington)
· Data Analytics Program from Growth School
· Excel Analytics from Data Camp and Udemy
Accomplishments
- Awarded "Best Performer" for outstanding support delivered at Frost and Sullivan in the month August 2020 and February 2021
Timeline
Senior Executive
Frost & Sullivan
02.2019 - 10.2022
Project Coordinator
S S Enterprises
12.2017 - 01.2019
Intern Trainee
Metal Forms Private Limited
10.2017 - 11.2017
Bachelor of Engineering - Mechanical Engineering
Sri Sairam Engineering College
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