Sourav Nandi

Responsibilities (May 2024 – Till Date):

Project 3

• Worked on UI policies, data policy, client script, Business rules, Workflows and Flow designs, Notifications, Related List and UI Actions.
• Working with Schedule Jobs and Notifications
• Creating reports and Schedule reports
• Creating ACL Rules and working with existing rules
• Worked on Incident Management, Problem Management, Change Management, Knowledge Management and Service Management.
• Creation of Users, groups, roles.
• Created the email Notifications as per the client requirements
• Managing Client meetings, CAB meetings and Team review meetings.
• Worked on client side and server-side scripting according to the client requirements.
• Worked on data load and transform maps as per the client requirement.
• Importing data into service-now by using import set.
• Customizing forms, lists, choices for custom applications based on the requirement.
• Worked with Service Level Agreement (SLA).
• Worked with Update set movements between ServiceNow instances

Responsibilities (Nov 2022 – May 2024):

Project 2

• User access management
• Create and maintain reports, dashboards, and performance analytics to provide actionable insights to management.
• Implemented automation scripts in ServiceNow to streamline incident categorization and routing.
• Worked closely with application and infrastructure teams to ensure seamless service operations.
• Handling Major/Critical Incident Management and conducting and hosting Daily Operations Review Call and Weekly Service Review call.
• Managed major incidents (P1/P2), ensuring quick resolution and effective stakeholder communication.
• Driving RCA for Major Incidents through Problem Management with respective teams
• Conducted weekly RCA reviews and published Problem Management reports.
• Worked on Change Management (Change assessment, change approval, Post Implementation Review, Conducting CAB Meeting, assessing and authorizing standard Change Templates).
• Oversaw the CAB process and ensuring compliance to Change policies; managed 200+ RFCs monthly.
• Reporting for Major Incident, Problem and Change
• Lead end-to-end Incident, Problem, and Change Management processes for a global enterprise with over 10,000 users.
• Content Management with WordPress and Knowledge Management, meeting the client needs and delivering within the deadline
• Excellent Client Handling and understanding of the client need and deliver accordingly within the deadline.
• Work on Cases on Client Support Ticketing System (ServiceNow)
• Working with Business Unit, understanding requirements and delivering within deadlines

Responsibilities (Nov 2021 – Nov 2022):

Provide support to -Project 1

• Server Monitoring on HP Business Service Management
• Initiating major incident management
• Active Directory management for new and existing users
• Provide guidelines to customer on the right procedures
• Respond to Customer technical and process queries
• Provide excellent Customer experience.