Naveen Rana

• CMDB Health Dashboards and KPIs reporting. Managing integrations and creating FRS for tools such as Intune, SCCM, Snow Software, etc.
• Third-party suppliers onboarding and tool integrations and workflow designing.
• KPIs reporting from ITSM and ITOM perspective.
  Enabled ServiceNow Discovery, worked on CSDM (Crawl, Walk) implementation.
• Data modeling, Implementations of Data certificates, and IRE from FC perspective.
• ServiceNow Tool Training for stakeholders and documentation for all the implementations.
• FRS building, form level designing implementations, implementations of data certificates.
• Developed training materials and conducted workshops for end-users, ensuring seamless adoption of new technologies or processes.
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Customer Experience Management:

• Accountable for governing ITSM module SLAs, representing the supplier in Service Management Operations board.
• Overall accountability for handling MIM team, RCA delivery as per the contract.
• Accountability to chair customer meetings and report on account health, based on contractual SLAs, and provide status updates on action items.
• To implement and report on CSI, proposing new improvements, tool developments, or integration to improve the business improvements.
• Implemented Happy Signals reporting via NPS to understand the customer pain area.
• Enabled organizational change management methodology in account via flyers, trainings, and ServiceNow Banner to improve the end users' involvement in service improvements.

Continual Service Improvements (CSI):

• Implemented Change Management policies and procedures.
• Established asset disposal processes with third-party vendors.
• Enabled CMDB health metrics for completeness and accuracy in ServiceNow.
• Configured E2E SLAs for Incident and Service Request management.
• Created assignment groups, workflows, and catalog items to reduce end-to-end time.

Service Asset Config and Change Manager

• Implement and manage asset and configuration processes, maintaining lifecycle records and relationships of configuration items.
• Monthly Audit from CMDB Health KPI reports. Ensuring 100% compliance for manual attributes, FRS, and Form level designing for all CI classes.
• Change Manager Chair monthly Change Management reviews and provide dashboards to management.
• Manage Requests for Changes (RFCs), setting agendas, and circulating them to the Change Advisory Board.
• Ensure changes meet objectives, addressing failed or backed-out changes.
• Analyze trends and provide regular reports.

Procurement Analyst and Software Asset Management

• Manage contract renewals, terminations, negotiations, and performance reviews.
• Oversee Request for Quote processes and approve Purchase Orders based on criticality.
• Ensure timely vendor invoice clearance and resolve disputes. Lead vendor selection, contract management, and Microsoft License Agreements.
• Drive supplier evaluation, contract management, and monthly performance reviews.
• Implement process improvements and cost-saving measures via quarterly True-Ups. Support issue resolution through supplier engagement.

• Contract Renewals & Terminations, Post Feedback Evaluations, Negotiations and Performance Reviews.
• Ensure the completion of the Request for Quote process and approve Purchase Orders as required based on value and criticality
• (Conditional)
• Collaborate with Accounts payable to ensure that all the vendor invoices are cleared in time and mediate in case of disputes.
• Responsibility for vendor identification, selection, price negotiations, registering the vendor, placing the purchase order and contract management.
• Microsoft Service provider License Agreement activity
• (Purchase and renewal)
• Leading the Supplier Evaluation Tiering Project for classification of suppliers on basis of Market Position, Commercial Status, Operational Capabilities and Organizational Structure
• Managing the Contracts database, Periodic renewals and any additional changes to the contracts
• Manage supplier performance by chairing monthly reviews and governance calls with various accounts to assess the supplier's overall performance.
• Implementing process improvements by introducing and driving projects to improve workflow, also save costs through quarterly True-Ups.
• Aiding the account in the timely resolution of day-to-day operational issues by engaging the supplier's account management team.

• Provide information on scheduled/non-scheduled outages, updates, alerts, and changes to team members.
• Organize team huddles and workshops to guide on new procedural, technical, or operational changes to maintain service operations and continuous improvement.
• Design and maintain project documents, update repositories with authorized information, including process flow diagrams, and service improvements.
• Identify areas of improvement for low performers, and create action plans to meet business requirements.
• Conduct monthly one-on-one meetings with team members to discuss performance, career growth, and future goals.