Sudhish Kumar K

• Working as a process consultant for ITSM processes
• Assisted with the implementation team to implement the processes followed by validation to ensure the processes are implemented as agreed with the stakeholders
• Leading end to end process design and implementation for transition to ServiceNow
• Design and build ITSM process documents as per ITIL framework.
• Involved in the preparation of test cases and test plans from the process side.
• End to end process training for the entire team from the Client and Support group.
• Ensuring Best practices are followed as per design documents.
• ServiceNow applications and facilitate rollout of new applications and modules and configured the system.
• Coordination with various support groups for Application, Infra, Delivery and Audit groups.
• Analysing the process gap and providing suggestions on the best practices and process improvement.
• Projects: Wintrust Financial Corporation, Avery Dennison, Alcoa, Total Energy, Siemens Energy, IFF (Duration:- October 2019 to till Date)
• Tools: ServiceNOw
• Role: ServiceNow Process Consultant

• Incident Management and Major Incident Management
• Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration.
• Working with customers, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process
• Ensured all critical and major incidents are addressed within SLA and OLA response and sends out the critical alerts for such incidents and follow up till the closure of the Incident.
• Open tickets management & Quality Audits
• Service Level Management
• Reporting KPIs & present exception reports & trend analysis whenever there is a KPI breach
• Managing Service Request & Service Operating Procedures across various towers
• Service Request Management
• Maintain Service Request inventory across the towers
• Create, Validate & maintain SOP for all the Service Requests in the inventory according to ITIL Standards
• Configure SR templates in ITSM tool
• Release Management
• Responsible of owning the release records from opt in to close phase by coordinating with project team and operation deployment team.Verifying the supportive documents in each phase of release record (R&D plan, engagement proposal, Test case, test plan,run book , As built, UAT results)with respect to the tasks in the document.Coordinating with all the stakeholders for initial information gathering.Auditing the released record for closed releases to improve the process.
• Asset & Configuration Management/ PMO/Business Analyst/ Client Relationship
• Handling the Lifecycle Management of Assets like Procurement, stock management & deliver PC, consumables, ipad, mobiles, Addition of new CIs and manage CMDB,Lead day to day operations,Setup Operational Procedures
• Interaction with various Vendors for stock management, escalations, communicating new procedures and Onboarding/transition of new vendor and setup operational procedures
• Part of Requirement Gathering analysis, Preparing and writing BRD, GAP Analysis, Process Modeling, Write Use Cases /Workflows/Reports, Preparing Presentation and Case Studies for program managers and stakeholders
• Preparing open requirement reports, employee allocation reports, monthly billing, allocation tracker, leave and timesheet reports and monitor the individual project closure
• Preparing Presentations and Proposals/ RFP, preparing for client visits and prospective clients. Interact with existing clients and looking for more opportunities/solutions
• Preparing the project RAID Logs and chasing with the relevant members to accomplish the task assigned and get the project status to green.
• Customer: Royal Haskoning, PWC, KPMG()
• Tools: Manage Engine IT 360/Service Desk Plus – SM modules, HPSM
• Role: Service Management Team

• Service Desk Admin: Enterprise wide user accounts management, provisioning roles and access, application account management, Work Group management with respect to changes.
• Configuration Items Admin: Build, modify and decommissioning of Configuration items in CMDB with respect to change.
• Service catalogue Admin: Build, modify and inactivate items with workflows service catalogue, request fulfilment module.
• Tools: HP OVSD, CA
• Role: Service management Tools Team

• Handled complete End to end recruitment process ( CV shortlist,arranging technical interview, HR interview,salary negotiation,Documentation verification to Induction)

Handled complete End to end recruitement process ( CV shortlist,arranging technical interview, HR interview,salary negotiation,Documentation verification to Induction)