Raghottam Joshi

• Managed end-to-end implementation of SymphonyAI ITSM solution, including requirements gathering, solution design, configuration, and testing phases.
• Collaborated with cross-functional teams and stakeholders to gather business requirements, analyze processes, and define ITSM strategies aligned with organizational objectives.
• Conducted workshops and interviews to elicit, analyze, and document detailed business requirements, use cases, functional specifications, and user stories.
• Customized SymphonyAI ITSM modules to meet specific business needs, including Incident Management, Problem Management, Change Management, and Configuration Management.
• Designed and implemented automated workflows, business rules, notifications, and approval processes within Symphony AI ITSM, resulting in improved efficiency and reduced manual effort.
• Managed data migration and integration efforts between SymphonyAI ITSM and other enterprise systems, ensuring data accuracy and integrity across platforms.
• Developed and delivered comprehensive training materials and conducted training sessions for end-users and administrators to ensure effective use of SymphonyAI ITSM tools and processes.
• Managed product backlog effectively to ensure timely delivery of high-priority features without compromising quality or scope.

• Analyzed gap, design and build process around Incident, Major Incident, Problem, Change, Request fulfillment and Release Management aligned to ITIL framework.
• Define Critical Success Factors (CSL) and Key Performance Indicators (KPI) for processes.
• Design and formulate processes documents workflows, user guides and instructions and also designing workflows within Service-Now for application modules and catalog request.
• Provided a variety of project management and consulting services in such areas as data analysis, reporting and research including evaluation of software tools, new technologies and process requirements.
• Coordinated with service now team to configure key service management reporting and to design dashboard to monitor process performance for monthly management reviews and analyze trends and improve process maturity.
• Developed and modified policies, procedures and workflows that included analysis of business and user related needs for various IT projects and systems development to facilitate solution outcome.
• Responsible for documenting process controls, analysis, identification and monitoring root causes to assist in streamlining.

Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management.

• Created and published weekly Key Initiatives Executive Summary report detailing project health including scope, schedule, budget, and operational readiness for key projects within portfolio.
• Defined and executed existing project governance controls to agile/iterative project methodologies that can be applied across multiple projects of varying size and complexity.
• Managed SDLC for all projects within program, while adhering to Agile processes.
• Implemented methodologies and standard processes to improve communications and cross-functional strategic plans, functional templates, process documentation, best practices, and hired staff.
• Coordinated several project activities, including change management, quality management, interface definition, development environment design/build and consulting senior staff members on project issues and project management strategies.
• Wrote and realigned functional specifications, feasibility analysis and requirements definitions to facilitate smooth and efficient improvement strategies.

• Performed current assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery.
• Promoting Service Management best practices and drove continuous improvements in process areas such as Incident, Problem Management within Application Services team.
• Translating business user concepts and ideas into comprehensive business requirements and design documents, creating project plans in accordance with project management framework standards and procedures, identifying ongoing issues and gaps within project plans, in order to eliminate implementation issues.
• Perform Project management activities involving Planning, Tracking, and Coordination with external teams for Status Communication and Delivery.
• Monitoring KPIs and quality of service delivered, and worked with service providers to ensure that KPIs and quality standard-met.
• Assisted Project Management office in delivering Project Plan including Project Initiation document, Work Break-down Structure and Milestones Calendar.

• Engage with incident response team and lead process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtain proper approvals, and distribute final client facing document.
• Driving incident to resolution through support engagement utilizing paging system and/or on call schedule.
• Manage and maintain ITSM program and continue to expand ITSM platform.
• Engage with cross-functional teams to prioritize and integrate process development and maturation, ensuring that right talent is engaged and utilized at appropriate level to achieve successful service delivery outcomes.
• Initiate major incident on any potential issue which has major impact to business and engage with key stakeholders as required to support recovery of Major Incident.