Pritikha P
Business Process Lead – Hardware Asset & Configuration Management
Chennai
Summary
Experienced and results-oriented IT Asset & Configuration Management professional with over 5 years of expertise in Hardware Asset Management (HAM), CMDB lifecycle, and ServiceNow platforms. Skilled in stakeholder management, process optimization, audit & compliance, and data reconciliation. Adept at configuring CI classes, managing service mapping, and driving service improvements for global enterprise clients. Certified in ServiceNow CIS, ITSM Implementation, and SIAM.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
Business Process Lead – Hardware Asset Management
Tata Consultancy Services (TCS)
07.2024 - 10.2024
- Led end-to-end HAM delivery for enterprise accounts, managing stakeholder cadence and asset data integrity.
- Defined CI classification standards and developed process SOPs aligned with CMDB best practices.
- Conducted asset audits and implemented improvement initiatives to increase accuracy and reduce SLA breaches.
Senior Analyst – IT Asset & Configuration Management
DXC Technology
10.2021 - 05.2024
- Managed a 4-member team responsible for Hardware & Software Asset Management across ANZ region.
- Led stakeholder engagement and received DXC Champ Awards for strategic process innovation for key accounts such as Commonwealth bank of Australia .
- Improved CMDB data quality through reconciliation rule definition and conflict resolution—raised accuracy to 96%.
- Developed automated dashboards for Asset Accuracy, Warranty, Billing, and software lifecycle reports.
- Drove process automation initiatives, resulting in $18,720 business impact and 0.04 FTE savings.
- Maintained 9.6/10 CSAT and led ServiceNow process documentation and standardization efforts.
Associate Professional – IT Asset Management
DXC Technology
08.2019 - 10.2021
- Handled complete lifecycle for hardware and software assets including license compliance and EOL tracking.
- Acted as liaison between client (CBA) and internal teams; created dashboards to track KPIs and SLA.
- Resolved backlog of 1271 tickets with 100% accuracy, receiving client recognition and monetary reward (INR 21,000).
- Conducted mentoring, process documentation, and reporting for monthly asset billing and reconciliation.
Associate Professional – Procurement & Order Management
Ahana Systems & Solutions
05.2019 - 08.2019
- Coordinated network PO fulfillment for clients including HPE, DXC, Microfocus.
- Designed dashboards to streamline CR/PO tracking, improving SLA from 95% to 97.5%.
Technical Writer – Hardware Support Content
Cube45 eCommerce Pvt. Ltd.
12.2018 - 05.2019
- Developed SEO-optimized content for printers/computers, newsletters, and troubleshooting guides.
- Awarded Star Performer for content leadership and quality delivery.
Education
B.Tech - Information Technology
Anna University
01.2014 - 01.2018
Skills
- Configuration Management (CMDB)
- ServiceNow (HPAM, ITSM, Reconciliation)
- Hardware Asset Management (HAM)
- Performance metrics development
- Team Leadership
- Stakeholder Engagement & Cadence
- CI Classification & Data Modeling
- Cross-functional Collaboration
- Automation, Dashboard & Data Visualization
Certification
ServiceNow Certified Implementation Specialist – ITSM
Timeline
Business Process Lead – Hardware Asset Management
Tata Consultancy Services (TCS)
07.2024 - 10.2024
Senior Analyst – IT Asset & Configuration Management
DXC Technology
10.2021 - 05.2024
Associate Professional – IT Asset Management
DXC Technology
08.2019 - 10.2021
Associate Professional – Procurement & Order Management
Ahana Systems & Solutions
05.2019 - 08.2019
Technical Writer – Hardware Support Content
Cube45 eCommerce Pvt. Ltd.
12.2018 - 05.2019
B.Tech - Information Technology
Anna University
01.2014 - 01.2018
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