Neha Sharma
New Delhi
Summary
To sustain in the IT industry and to utilize myself in an environment of growth and excellence and working enthusiastically in team to achieve goals of an organisation with devotion and
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Process Controller
Fujitsu Consulting India
01.2021 - Current
- Accountable for execution of CMDB in Major Accounts
- Accountable that all the Configuration Items of scope are recorded in the CMDB/CMS with the correct Attributes/Relationships following Configuration Management policies.
- Supporting Configuration Management Status Accounting & Reporting (customer SLAs).
- Responsible for doing Client SLA and performance reporting on a daily/ weekly and monthly basis. Report & present SLA to stakeholders.
- Design the CMDB data Model based on CSDM 4.0 Framework in Service Now.
- Supporting Configuration Management reporting (customer SLAs) following the 3 Cs (Completeness, Correctness, Compliance) for ensuring Data quality.
- Ensure that the SACM process is Fit for Purpose.
- Responsible for the process design.
- Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process.
- Coordinate the allocation of resources and/or responsibilities, while ensuring that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process.
- Sponsor the communication campaign to promote awareness and acceptance of the SACM process.
- Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the SACM process and its associated procedures.
- Monitor and review the execution of the SACM process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes.
- Manage, monitor, review and update all procedural documentation and work instructions.
- Manage any new requirements or changes to the Process.
- Define and improve the audit process; Monitor and review the execution of periodic audits.
- Coordinates design work for CI and Asset discovery, integrations, and other data import methods.
Service Process Controller
KIA Consultant
09.2020 - 10.2021
- Serve as a manager of the ITIL processes and decides on strategy to serve in cooperation with the ITIL framework.
- Provide direction and guidance to the service management staff who will assist with day-to-day process support activities (Incident/Problem Manager).
- Manage IT infrastructure service providers to ensure that all processes are in place, are fit for purpose and follow a standard blueprint.
- Ensuring that all process KPI's are in place across all processes.
- Created and updated reports for quality error trends and made recommendations for improvement.
- Trained team on new or updated processes and held team meetings to participate in sales-marketing and operations implementation meetings to ensure cost-effective use of marketing-sales budget.
- Leverage service desk best practices and process frameworks such as ITIL foundation to drive continuous process improvement.
- Provide technical support to the organisation's internal users of computer applications and hardware.
- Assisting with the detection and recording of possible problems.
- Assisting with the fulfilment of service requests.
- Performed Lead management where we take multiple initiatives for increasing sales through innovative marketing strategies.
- Reporting and analysis by tracking metrics such as profitability, rate of customer retention and effectiveness of marketing campaigns.
- Document Management where you can set document access and edit rights to improve security.
Education
Bachelors -
Computer Application
01.2020
12th - Commerce Stream
C.B.S.E
01.2016
10th -
C.B.S.E
01.2014
Advanced Level Diploma -
NIELIT
Skills
- ServiceNow CMDB
- Configuration management
- Data model design
- SLA reporting
- Quality assurance
- Problem solving
- Team coordination
- Process control systems
- Six sigma methodologies
- IT Process Analysis
- Data Analysis
- Problem Solving
- Strong Communication
Certification
- ITIL Foundation in IT Service Management
- Certified SAFe (Skilled Agile Framework) Product Owner/Product Manager
Projects
HOME DECORATION SHOPPING SYSTEM ONLINE DRIVING SCHOOL SYSTEM
Languages
- Hindi
- English
- Punjabi
Personal Information
- Father's Name: Mr Ashwani Sharma
- Date of Birth: 06/27/98
- Marital Status: Unmarried
Timeline
Service Process Controller
Fujitsu Consulting India
01.2021 - Current
Service Process Controller
KIA Consultant
09.2020 - 10.2021
Bachelors -
Computer Application
12th - Commerce Stream
C.B.S.E
10th -
C.B.S.E
Advanced Level Diploma -
NIELIT
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