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VT@vanditatripathi
Senior ITSM & ServiceNow Business Analyst with 9+ years experience.
GermanyI am a Senior ITSM & ServiceNow Business Analyst with over 9 years of global experience in driving process optimization and digital transformation. My expertise lies in implementing ServiceNow CSM solutions in enterprise technical support environments, where I have successfully delivered more than 15 projects. These initiatives have significantly improved user experience, automating 80% of workflows and reducing resolution times by 30-40%.
As a certified ServiceNow Specialist, I excel in Agile methodologies and stakeholder collaboration, ensuring that technical support solutions align with business objectives. My recent role at Axel Springer SE involved leading the end-to-end design of ServiceNow CSM workflows, which integrated multiple asset and data sources, resulting in substantial cost savings and enhanced operational efficiency.
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Work history, roles, and key accomplishments
ASAxel Springer SE
May 2024 - Present (1 year 6 months)
Led end-to-end design of ServiceNow CSM workflows, integrating multiple asset/data sources to automate CMDB processes for a large technical support team. Improved incident resolution time by 30% through effective communication strategies and collaborated with cross-functional leaders to align solutions with KPIs, achieving significant cost savings.
WIWipro
Mar 2022 - May 2024 (2 years 2 months)
Enhanced ServiceNow CSM UI/UX for a large user base, significantly boosting portal adoption and user satisfaction. Led Agile projects for ITBM/SPM modules, improving deployment efficiency and data accuracy in CMDB migrations.
HTHexaware Technologies
Mar 2021 - Mar 2022 (1 year)
Implemented automation strategies that significantly reduced ticket resolution times through advanced service catalog workflows. Managed zero-downtime upgrades for multiple ServiceNow modules, ensuring seamless service continuity.
NSNTT Data Services
Apr 2020 - Mar 2021 (11 months)
Designed and operationalized ITIL-aligned service processes for cloud clients, leading audit readiness activities that secured ISO 20000 certifications. Automated SLA dashboards, significantly reducing manual efforts.
HTHCL Technologies
Oct 2016 - Apr 2020 (3 years 6 months)
Led the implementation of SIAM across various sectors, enhancing service alignment and compliance. Managed core ITSM processes for a global logistics provider, ensuring high standards of service delivery.
Degrees, certifications, and relevant coursework
JUBachelor of Technology, Electronics and Communication
2011 - 2015
Grade: 80%
Bachelor of Technology in Electronics and Communication, focusing on the principles of electronics, communication systems, and technology applications in various fields.
Software and tools used professionally
GermanyYou can contact Vandita and 90k+ other talented remote workers on Himalayas.
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