SMShyena Mahajan
@shyenamahajan
Knowledge Management SME with 11+ years optimizing ServiceNow, KM processes, and self‑help adoption.
IndiaWhat I'm looking for
I am an IT professional with over 11 years of experience focused on Knowledge Management, ITIL practices, and service desk operations. I specialize in ServiceNow, Power BI reporting, and improving knowledge reuse to drive shift‑left adoption.
At Tata Consultancy Services I manage the end‑to‑end knowledge lifecycle—creation, review, approval, publishing, audits—and coordinate ServiceNow upgrades and testing across Dev, UAT, and Prod. I led standardization of 4,500 IT technical and 1,500 self‑help articles and completed a project delivering 70 self‑help video articles.
Previously I supported 24,000+ internal users at Adobe on incident and request management, Active Directory, and enterprise troubleshooting, and I managed escalated incidents for Microsoft customers at Convergys. I consistently improved knowledge quality, customer satisfaction, and resolution efficiency.
I am results oriented, data driven, and committed to continuous improvement—evidenced by measurable gains such as a 20% improvement in knowledge usage and multiple awards recognizing project impact and team contributions.
Experience
Work history, roles, and key accomplishments
Managed end-to-end knowledge lifecycle in ServiceNow, improving knowledge quality, reuse, and shift-left adoption; standardized 4,500 technical and 1,500 self-help articles and delivered 70 self-help video articles. Coordinated ServiceNow upgrades and executed Dev/UAT/Prod test scripts to ensure successful releases.
ASProvided IT support to 24,000+ users covering incident and request management, Active Directory, and hardware/software troubleshooting; maintained knowledge repository and improved customer satisfaction via timely resolutions. Logged and tracked tickets in BMC Remedy and communicated process updates to the team.
Escalation Engineer
Convergys India
Jan 2014 - Jan 2016 (2 years)
Managed escalated incidents for Microsoft enterprise customers as technical focal point, led triage and knowledge-sharing to improve resolution efficiency and supported Tier 1 associates to accelerate ticket resolution. Drove improvements in incident handling and knowledge transfer.
Education
Degrees, certifications, and relevant coursework
Sri Sai College of Engineering & Technology
Bachelor in Computer Science, Computer Science
2011 - 2014
Completed a Bachelor in Computer Science focusing on core computer science subjects and practical applications.
Sai Polytechnic College
Diploma in Computer Science, Computer Science
2008 - 2011
Completed a Diploma in Computer Science covering foundational computing topics and technical skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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