Subhasree Sahu
IT Infrastructure Analyst
Ghansoli, Navi Mumbai
Summary
Experienced IT professional with 5+ years in the industry, specializing in ITSM, and servicenow administration. Leveraged expertise in service mapping and service management to deliver strategic improvements and maintain high data integrity, ensuring operational excellence.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Software Engineer
Capgemini
Kolkata
06.2018 - 08.2023
- Experienced in ITIL Process Definition, Integration Solutions, understanding Architecture solutions.
- A strong background in ServiceNow administration, particularly in incident management with specific experience in IT Service Management (ITSM) and IT operations Management ( ITOM) modules.
- Implement and enhance ServiceNow catalogue items and workflows.
- Configure and maintain the ServiceNow platform, including incident management and other ITIL processes
- Provide ongoing support and maintenance for ServiceNow applications and integrations.
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
- Authored documentation for system configuration and troubleshooting.
- Enhanced system performance by optimizing ServiceNow configurations and customizations.
- Streamlined IT service delivery with the implementation of ServiceNow best practices.
- Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
- Trained end-users on how to effectively use ServiceNow features, resulting in increased adoption rates across departments.
- Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Efficiently resolved technical issues through thorough troubleshooting, analysis, and problem-solving skills.
Education
Post Graduation - MBA (ITSM)
Narsee Monjee Institute of Management Studies
Mumbai 06.2021 - 03.2023
Graduation - Bachelor in Science
MITS School of Biotechnology
Bhubaneswar 08.2015 - 04.2018
Intermediate - Science Education
Anchalika Science College
Kshatriyabarapur 03.2013 - 03.2015
Skills
Service now
Knowledge management
Active Directory Management
Incident priority assessment
Root Cause Analysis
Incident Management
ITIL Knowledge
IT infrastructure proficiency
Role-Based Access Control
Timeline
Post Graduation - MBA (ITSM)
Narsee Monjee Institute of Management Studies
06.2021 - 03.2023
Software Engineer
Capgemini
06.2018 - 08.2023
Graduation - Bachelor in Science
MITS School of Biotechnology
08.2015 - 04.2018
Intermediate - Science Education
Anchalika Science College
03.2013 - 03.2015