Panchanan Singh

• Streamlined work processes, and teamed up for enhancements to Incident Management process, and IT ticket the executive's framework arrangement testing new and refreshed work processes in ServiceNow
• The Indian Steel business used ServiceNow venture the executives inside coordinated system

Responsibilities:

• Responsible for providing analysis, documentation and reports in support of the IT Operations Event Management ITIL process
• Running continual service improvement programs to improve service availability
• Roll out new applications and modules on the ServiceNow platform
• Provided input into developing and modifying systems to meet client needs and develop business Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis
• Worked on enhancing Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting utilizing ITIL process
• Works on ITIL/ ITSM projects
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery

Responsibilities:

• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Involved in Inception Phase and prepared vision statement and initial data models that contain Business. Requirement Documents and supporting documents that contain the essential business elements and detailed definitions
• Working with functional teams in an agile environment, analyze factors and components of systems and determined project scope and engineering requirements, estimated schedules, tracked item completion
• Certified milestones and maintained project documentation and corporate e-commerce web site Testing
• Work as part of an Agile team to solve problems and deliver projects in a fast-paced environment
• Prepared the Business requirement Document for the enhancement of the existing services
• Planned and defined Use Cases created Use Case diagrams.

• Manage customer expectations in accordance with Service Level Agreements (SLA) and ensure response time and resolution time objectives are met.
• Engaged with Client discussions/ Review/ understanding the changing requirements/ metrics analysis
• The deliverables in the project included core billing functionality and standard reports

Responsibilities:

• Implemented new processes and created key milestone plans whilst addressing risks and constraints
• Empowered the team in the achievement of specialized individual staff, team and key client performance targets, and reported on financial target to the department head.
• Monitored SLA's to ensure adherence to company standards, and facilitated one 2 one and, appraisals to manage skills and behaviors
• 3 times received the employee of the month FY - 2010 & 2011
• Won Best Team Award in FY- 2014 from customer side
• Did impact analysis for changing requirements and coordinated with business users and Project Manager for prioritizing the testing/release of the changes

Key responsibilities:

• Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
• Met with manager weekly to provide detailed project report and milestone updates.
• Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
• Produced quality standards, checklists, report templates, and processes.
• Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
• Analyzed financial reporting systems and project schedules to proactively address potential problems.
• Won Best Team Award in FY- 2014 from customer side

• Worked as customer service executive providing support to US based customer over email and chat
• Handling and resolving customer complaints and providing excellent customer service with first time resolution, and accurate information while keeping a professional deminer