NAHID AFSHAN

Thryve Digital

09.2021 - Current

Data Analytics & Insights: Performed exploratory data analysis using Splunk and ServiceNow dashboards to monitor KPIs, identify anomalies, and provide data-driven recommendations.
Designed and automated monthly and weekly reporting dashboards in Splunk and ServiceNow, reducing manual effort by 25%.
Built and executed SQL queries to summarize ticketing trends, SLA compliance, and exception handling insights for leadership.
Advanced Analytics and Automation: Implemented regression-based analysis for performance tracking and A/B testing approaches for process improvement.
Partnered with cross-functional teams to automate reporting pipelines in BigQuery and Python, enabling scalable analytics environments.
Agile & Stakeholder Management: Facilitated Agile ceremonies as a Scrum Master, ensuring sprint efficiency, backlog grooming, and collaboration across ServiceNow and MFT teams.
Gathered requirements from engagement managers and end users, translating business needs into functional analytics and ITSM solutions.
Produced BRDs, functional documentation, and end-user training materials.
Operational Excellence: Monitored system performance and conducted log analysis using Splunk, proactively resolving bottlenecks, and improving workflow efficiency.
Provided ongoing operational support, resolved incidents, and managed change requests through ServiceNow and Cherwell.

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