Sonam Sharma
Ghaziabad
Summary
I am accomplished incident manger with a track record of successfully mitigating and resolving high impact strong leadership skills, exceptional problem-solving abilities and a comprehensive understanding of incident management process. I have developed a deep understanding of various IT service management disciplines, including major incident management, problem management, change management. I have successfully implemented incident response strategies, led problem - solving initiatives, facilitated smooth change deployments, streamlined release processes, established robust knowledge bases and efficiently handled service request. My comprehensive knowledge of these areas allows me to holistically manage IT operations and ensure optimal service delivery to meet organizational goals.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages
Work History
Senior Specialist (Functional Consultant ServiceNow)
HCL Technologies
03.2024 - Current
- Developed and launched a ServiceNow automation workflow that streamlined change management processes, cutting approval times and minimizing service disruptions.
- Collaborated with stakeholders to design a custom ServiceNow dashboard, providing real-time analytics and insights that improved decision-making efficient.
- Optimized ServiceNow platform performance by implementing best practices and conducting regular audits, resulting in reduction in system downtime.
- Configured and customized ServiceNow modules to meet client-specific requirements, enhancing user experience and increasing platform adoption.
- Participated in a team that developed a ServiceNow knowledge base, improving information accessibility and reducing support ticket volume.
ITSM specialist
VOXWILL Technologies
06.2016 - 04.2021
- Incident management: I understand incident management process and best practices, including incident identification, logging, categorization, prioritization and resolution.
- Change Management: I understand change management.
- On everyday basis I can review changes according to their processes.
- Responsible for reviewing the change request, risk analysis, and impact evaluation before the change approval decision is finalized.
- Evaluating the risk of change and providing actionable guidelines on reducing the impact.
- Authorize minor change requests and coordinate with the Change Advisory Board (CAB, E-CAB) for changes presenting higher risk.
- Conduct post-implementation reviews to assess the decisions and performance related to the change request.
- Ensuring that all changes are performed in a controlled manner and are compliant with the clients Change Management standards and procedures.
- Support Service Lead/Manager to audit the changes & maintain QPI score.
- Participate and review service calls.
- I am accomplished incident manger with a track record of successfully mitigating and resolving high impact strong leadership skills, exceptional problem-solving abilities and a comprehensive understanding of incident management process.
- I have developed a deep understanding of various IT service management disciplines, including major incident management, problem management, change management.
- I have successfully implemented incident response strategies, led problem-solving initiatives, facilitated smooth change deployments, streamlined release processes, established robust knowledge bases and efficiently handled service request.
- My comprehensive knowledge of these areas allows me to holistically manage IT operations and ensure optimal service delivery to meet organizational goals.
- Deliver KPI's against active ITSM processes.
- Strong understanding of ITIL v3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Request Management, Release Management, etc.
- Experience with development and deployment of ITSM process in a medium to large size environment.
- Interact with all levels of IT and business leadership.
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.
- Service Desk handles incidents and requests and provides an interface for other ITSM processes. Provides life-cycle management of all service requests and keeps customers informed of progress.
- Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure.
Counsellor
St. Paul
01.2013 - 11.2015
Education
B.COM -
DDE , Patna , University
S.S.C - undefined
H.S.C - undefined
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge and bear the responsibility for the correctness of the above-mentioned particulars.
Personal Information
- Date of Birth: 12/10/92
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Specialist (Functional Consultant ServiceNow)
HCL Technologies
03.2024 - Current
ITSM specialist
VOXWILL Technologies
06.2016 - 04.2021
Counsellor
St. Paul
01.2013 - 11.2015
S.S.C - undefined
H.S.C - undefined
B.COM -
DDE , Patna , University
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