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Vandita Tripathi

@vanditatripathi

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Senior ITSM & ServiceNow Business Analyst with 9+ years experience.

Germany

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What I'm looking for

I am seeking a role that fosters innovation and collaboration, where I can leverage my expertise in ITSM and ServiceNow to drive impactful digital transformations.

I 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.

Experience

Work history, roles, and key accomplishments

Current

ITSM & ServiceNow Business Process Owner

Current

Axel Springer SE

May 2024 - Present (1 year 2 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.

ServiceNow ITSM Agile Process Optimization Incident Management Automation Data Integration Performance Analytics

ITSM Process Manager

Wipro

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.

ServiceNow Agile UI UX ITBM Data Migration Stakeholder Management Process Improvement Deployment Performance Metrics

ServiceNow Functional Consultant

Hexaware 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.

ServiceNow Automation Workflow Management ITSM User Experience Process Automation Technical Support Continuous Improvement

ITSM/SIAM Process Manager

NTT 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.

ITIL Process Design Audit Management SLA Performance Analytics Cloud Services ITSM Service Management Compliance

ITSM/SIAM Process Lead

HCL 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.

SIAM ITSM Compliance Management Logistics Stakeholder Engagement Cross Functional Collaboration Service Delivery

Education

Degrees, certifications, and relevant coursework

Jayoti Vidyapeeth Women's University

Bachelor 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.