Summary
Overview
Work History
Education
Skills
Accomplishments
Disclaimer
Additional Information
Timeline
Mritunjay Kumar

Mritunjay Kumar

Senior Analyst
Pune

Summary

Versatile and fast learner dedicated to developing skills with a growth-oriented mindset. Enjoys acquiring knowledge across various subjects to contribute to company growth. Values learning from others and aims to lead by example through insights. Seeking opportunity to utilize technical and leadership skills to drive success and innovation within the organization.

Overview

11
11
years of professional experience
2014
2014
years of post-secondary education
2
2
Languages

Work History

Senior Analyst

Tetra Pak India Pvt Ltd
Pune, Maharashtra
11.2016 - Current
  • A results-driven Application Support Specialist with over 7 years of experience in managing and supporting enterprise-level applications. Demonstrated expertise in ServiceNow for IT Service Management (ITSM), AI-driven automation, and platform analytics. Proficient in Identity and Access Management (IAM) solutions including Omada, Ping Federate, and Azure AD. Recognized for a strong analytical mindset, excellent problem-solving abilities, and a continuous focus on process improvement and customer satisfaction.
    ServiceNow Expertise
    • Catalog Builder: Designed and deployed service catalog items using Catalog Builder for streamlined request fulfillment.
    • Knowledge Management: Created and maintained knowledge articles to enhance self-service and reduce ticket volume.
    • Flow Designer: Built and optimized automated workflows using Flow Designer for various ITSM processes.
    • Playbook Experience: Implemented Playbooks for guided task execution in complex workflows.
    • Intelligent Virtual Agent (IVA): Developed and maintained IVA conversations to automate user interactions and reduce manual workload.
    • Platform Analytics: Utilized Performance Analytics and Reporting to track KPIs and drive data-informed decisions.
    • Leveraged ServiceNow for incident management, problem management, and change management to streamline IT operations.
    • Developed and implemented AI-driven solutions in ServiceNow Virtual Agent to enhance service delivery and automate repetitive tasks.
    • Created and maintained ServiceNow dashboards and reports for monitoring application performance and identifying improvement areas.
    Identity and Access Management expertise:
    • Administered and supported Omada identity solutions, ensuring robust and secure user access management.
    • Managed Ping Federate for Single Sign-On (SSO) and multi-factor authentication (MFA), improving user authentication processes.
    • Implemented and maintained Azure Active Directory (Azure AD) for seamless integration with cloud and on-premises applications.
    • Provided comprehensive support for enterprise applications, diagnosing and resolving technical issues efficiently.
    • Collaborated with cross-functional teams to ensure application availability, reliability, and performance.
    • Conducted regular system maintenance, upgrades, and patches to ensure optimal application functionality.
    • Successfully led the migration of legacy identity management systems to Omada, resulting in a 30% increase in operational efficiency.
    • Enhanced security by implementing Ping Federate SSO and MFA, reducing unauthorized access incidents by 40%.
    • Improved service desk response times by integrating AI capabilities into ServiceNow, achieving a 25% reduction in resolution times.

    November 2014 - November 2016 asposeopacity_40
    PC Solutions Pvt Ltd - Customer Support Engineer, New Delhi, IN
    • A dedicated Service Desk and SAP Application Support Specialist with extensive experience in providing technical support and managing enterprise applications. Proficient in supporting SAP applications, Office 365, and cloud services. Known for excellent problem-solving skills, a customer-centric approach, and a strong commitment to continuous improvement. Adept at troubleshooting complex issues, managing incidents, and ensuring seamless application performance.
    • Provided first and second-level support for IT-related issues, ensuring timely resolution and minimal downtime.
    • Managed incident and request tickets using ITSM tools like ServiceNow, ensuring accurate documentation and follow-up.
    • Delivered exceptional customer service by effectively communicating with users, understanding their needs, and providing appropriate solutions.
    • Administered and supported SAP applications, including user management, configuration, and troubleshooting.
    • Collaborated with SAP functional teams to resolve application issues and improve system performance.
    • Conducted regular system maintenance, patches, and upgrades to ensure the reliability and security of SAP applications.
    • Managed Office 365 services, including Exchange Online, SharePoint, Teams, and OneDrive for Business.
    • Provided support for Office 365 user account management, email configurations, and software deployment.
    • Trained users on Office 365 functionalities and best practices to enhance productivity and collaboration.
    • Successfully reduced incident resolution times by 30% through process optimization and improved troubleshooting techniques.
    • Led the implementation of Office 365 across the organization, resulting in a 40% increase in collaboration and productivity.
    • Improved SAP application performance and user satisfaction by implementing regular maintenance schedules and proactive support measures.
    • Enhanced cloud service reliability by implementing monitoring tools and best practices, reducing downtime by 25%.

Customer Support Engineer

PC Solutions Pvt Ltd
11.2014 - 11.2016
  • A dedicated Service Desk and SAP Application Support Specialist with extensive experience in providing technical support and managing enterprise applications. Proficient in supporting SAP applications, Office 365, and cloud services. Known for excellent problem-solving skills, a customer-centric approach, and a strong commitment to continuous improvement. Adept at troubleshooting complex issues, managing incidents, and ensuring seamless application performance.
  • Provided first and second-level support for IT-related issues, ensuring timely resolution and minimal downtime.
  • Managed incident and request tickets using ITSM tools like ServiceNow, ensuring accurate documentation and follow-up.
  • Delivered exceptional customer service by effectively communicating with users, understanding their needs, and providing appropriate solutions.
  • Administered and supported SAP applications, including user management, configuration, and troubleshooting.
  • Collaborated with SAP functional teams to resolve application issues and improve system performance.
  • Conducted regular system maintenance, patches, and upgrades to ensure the reliability and security of SAP applications.
  • Managed Office 365 services, including Exchange Online, SharePoint, Teams, and OneDrive for Business.
  • Provided support for Office 365 user account management, email configurations, and software deployment.
  • Trained users on Office 365 functionalities and best practices to enhance productivity and collaboration.
  • Successfully reduced incident resolution times by 30% through process optimization and improved troubleshooting techniques.
  • Led the implementation of Office 365 across the organization, resulting in a 40% increase in collaboration and productivity.
  • Improved SAP application performance and user satisfaction by implementing regular maintenance schedules and proactive support measures.
  • Enhanced cloud service reliability by implementing monitoring tools and best practices, reducing downtime by 25%.

Education

B.Tech - Electronics & Communication Engg.

Adesh Institute of Engineering and Technology
  • University: Punjab Technical University
  • GPA: 68%

Skills

IAM Solutions and Tools: Microsoft Azure AD, On-Prem AD, OMADA, Ping Federate

Authentication Protocols: SAML, OAuth, OpenID Connect, LDAP, Kerberos

Access Management: Role-Based Access Control (RBAC), Multi-Factor Authentication (MFA), Single Sign-On (SSO), Privileged Access Management (PAM)

Programming and Scripting: PowerShell

Automation: Ansible, GitHub

Experience in ITDR Cybersecurity

Methodologies: Scrum, Agile, Sprint, Data Analytics, Power Automate, Cybersecurity

ServiceNow expertise: Incident, Problem, Change management, Flow designer, Catalog building, IVA chatbot, NLU, ML, Reporting, Dashboard, Certificate Management

ServiceNow Service Catalog & Catalog Builder

Flow Designer & Playbook Experience

Knowledge Management

Incident, Request, and Change Management

Intelligent Virtual Agent (IVA) Development

Platform Analytics & Reporting

Accomplishments

· Designed and deployed 50+ Service Catalog Items using Catalog Builder, significantly improving request automation and reducing manual effort.

· Developed and optimized Flow Designer workflows to automate ITSM processes.

· Created and managed Knowledge Base articles to support self-service adoption and improve knowledge accessibility across teams.

· Leveraged Platform Analytics to build dashboards and reports for tracking KPIs, enabling data-driven decision-making.

· Successfully led the migration of legacy identity management systems to Omada, resulting in a 30% increase in operational efficiency.

· Enhanced security by implementing PingFederate SSO and MFA, reducing unauthorized access incidents by 40%.

Disclaimer

I hereby declare that the above-given particulars are true to the best of my knowledge. Mritunjay Kumar.

Additional Information

In addition to my core qualifications, I bring a diverse set of interests and experiences that enrich my professional profile:

  • Languages: I am fluent in English and Hindi, which enables me to communicate effectively in multicultural and multilingual environments.
  • Hobbies & Interests: I have a passion for travelling, exploring and learning new technologies, and engaging in sports. These interests fuel my curiosity, adaptability, and team spirit.
  • Key Projects: I’ve contributed to impactful initiatives such as ServiceNow Migration, IVA Chatbot development, Catalog Building, Passwordstate integration, and Privileged Access Management (PAM). These projects reflect my hands-on experience with automation, security, and service delivery optimization.

Timeline

Senior Analyst - Tetra Pak India Pvt Ltd
11.2016 - Current
Customer Support Engineer - PC Solutions Pvt Ltd
11.2014 - 11.2016
Adesh Institute of Engineering and Technology - B.Tech, Electronics & Communication Engg.
Mritunjay KumarSenior Analyst