Summary
Overview
Work History
Education
Skills
Timeline
Generic

Saksham Sahni

Summary

Motivated individual with a short learning curve. CFS Lead for NiSource account, adept in ServiceNow administration and Genesys platforms with a good understanding of core ITSM principle including Incident, Change, Problem and Service Level management.

Overview

5
5
years of professional experience

Work History

CFS Lead

Wipro Technologies
08.2022 - Current
  • Reported service levels and created reports for executive-level review, highlighting key trends in SLA performance.
  • Monthly/Weekly Service Level reporting through ServiceNow, Genesys ( for ServiceDesk SLA ), Microfocus( Network Availability reports ) & other tools
  • Responsible for calculating service level credits in case of service level defaults.
  • Drafted proposals for new or revised SLAs based on customer feedback or business needs.
  • Performed root cause analysis of underperforming service levels, and developed corrective action plans accordingly.
  • Managing a 13-member ITSM team, overseeing incident, change, and problem management.
  • Designed complex reports and dashboards using the Reporting module and Performance Analytics within the ServiceNow platform.
  • Designed new TCSAT surveys in ServiceNow.
  • Point of contact from the account team for the Service Desk transformation project, involving advancements in ServiceNow ( Plugins to integrate Nexthink, Genesys - CTI connector and improvement in Self Service Portal )

Senior Operation Executive

Infosys Limited
03.2020 - 07.2022
  • Implemented UI actions, business rules, UI policies, and catalog items in ServiceNow, as per business requirements.
  • Use and Administration of ServiceNow Applications: Incident, Problem, Knowledge, Change, and Configuration Management.
  • Developed change management plans and strategies to facilitate organizational change initiatives.
  • Facilitated all investigation activities and meetings (technical and management bridges) related to any major incident.
  • Performed root cause analysis for problem records, along with the technical teams.
  • Worked as a Change Manager, ensuring all changes were properly documented, and compliant with the change management process.

Education

Bachelor of Computer Applications - Computer Science

HNB Garhwal University
06-2019

12th -

CISCE
06-2016

10th -

CISCE
06-2014

Skills

  • Administration of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB
  • ServiceNow Dashboards, reporting and performance analytics
  • ServiceNow development: UI Policies, Workflow design, UI Actions, Catalog Items, Business rules & SLA configuration
  • IT Service Management: Incident, Change, Problem & Service Level Management
  • Understanding of Genesys platform

Timeline

CFS Lead

Wipro Technologies
08.2022 - Current

Senior Operation Executive

Infosys Limited
03.2020 - 07.2022

Bachelor of Computer Applications - Computer Science

HNB Garhwal University

12th -

CISCE

10th -

CISCE

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Saksham Sahni