Subhasree Sahu

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.