Suraj Panda
@surajpanda
ServiceNow Administrator and ITSM Business Analyst, transforming service operations through ITSM governance.
IndiaWhat I'm looking for
I’m a ServiceNow CSA-certified Administrator and ITSM Business Analyst with 10+ years of service management experience, including 4+ years supporting ServiceNow-based operations, platform enhancements, and process transformation. I specialize in core ITSM configuration—Incident, Major Incident, Problem, Change, Request, Service Catalog, SLA, and CMDB/CI—plus user/access administration and operational reporting.
I lead end-to-end major/critical incident response in ServiceNow, facilitate post-incident reviews, and manage Problem lifecycle and RCA/corrective actions. I also gather requirements for process improvements, define user stories and acceptance criteria, coordinate UAT and releases, and strengthen governance through dashboards, training, and continual improvement for global enterprise environments.
Experience
Work history, roles, and key accomplishments
Administer ServiceNow ITSM as the operational system of record for major incidents and problems, maintaining accurate impact, priority, assignment, SLA, resolution, and closure data. Lead major/critical incident response in ServiceNow, manage Problem lifecycle with RCA/corrective actions, and deliver dashboards and process-improvement requirements through UAT and production validation.
Serve as a techno-functional ServiceNow point of contact for ITSM operations, supporting Incident, Problem, Change, Request, SLA, Knowledge, and CMDB processes for global clients. Lead requirement discovery and as-is/to-be process analysis, coordinate Agile delivery of platform enhancements (backlog refinement through UAT/production validation), and maintain CI/CMDB data quality and Change/CAB gov
Senior Analyst, IT Service Management
May 2016 - Feb 2022 (5 years 9 months)
Support ITIL-aligned service-management operations and service-level governance for global clients across infrastructure and application services. Govern service-management workflows, prepare SLA/KPI reporting, and coach analysts while contributing to service strategy and continual-improvement planning.
Education
Degrees, certifications, and relevant coursework
Siksha 'O' Anusandhan University
Bachelor of Technology, Technology
Grade: CGPA: 6.81/10
Earned a Bachelor of Technology from Siksha 'O' Anusandhan University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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