# Vijay M User

Vijay M User is a remote worker on Himalayas, ServiceNow ITSM Analyst at FedEx Logistics, based in United States.

Source: https://himalayas.app/@vijaymuser1

```text
ServiceNow ITSM Analyst at FedEx Logistics who raised SLA compliance from 87% to 94% and stopped 15+ non-compliant changes.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 90k+ USD |
| Job categories | ServiceNow ITSM, ServiceNow Quality Assurance Analyst, ServiceNow Support Analyst |
| Skills | ServiceNow ITSM, Incident Management, Service Request Management, Change Management, Release Management, SLA Tracking, Root Cause Analysis, ITIL Process Management, UAT, Requirement Traceability, Risk Based Sampling, Control Testing, CAPA, Power BI, Excel |
| LinkedIn | https://linkedin.com/in/vijay-mukiri |

## About

```text
At FedEx Logistics, I review and validate incident, service request, change, and release records in ServiceNow, checking approvals, documentation, and SLA adherence. I helped raise SLA compliance from 87% to 94% by monitoring performance across assignment groups and escalating at-risk tickets.

I assess change and release records against acceptance criteria, UAT approvals, and production-readiness checkpoints. This work stopped 15+ non-compliant changes before deployment.

I also run risk-based ticket sampling and lead root-cause analysis with engineering, operations, and compliance teams. More than 40 findings were closed in the last 12 months, and repeat tickets were reduced by 18%.

Previously, at Siemens and Accenture, I audited ServiceNow records and reviewed release evidence, requirements traceability, and approvals. I build Power BI and Excel dashboards for SLA, ticket aging, and quality trends, and hold an MS in Data Analytics.
```

## Experience

### ServiceNow ITSM Analyst (current)

[FedEx Logistics](https://himalayas.app/companies/fedex). Jul 2024 - Present

```text
Review and validate 250+ incident, service request, change, and release records per month in ServiceNow, confirming approvals, documentation, and SLA adherence. Monitor SLA performance across 6 assignment groups, flag at-risk tickets, and lead root-cause analysis to reduce repeat tickets by 18%.
```

Skills: ServiceNow, Incident-Management, Change-Management, Release-Management, SLA-Tracking, Root-Cause-Analysis, Power-BI, Excel, ITIL

### ServiceNow QA Analyst

[Siemens](https://himalayas.app/companies/siemens). Dec 2023 - May 2024

```text
Audited 300+ ServiceNow incidents, access requests, and change/release records against Jira and SharePoint evidence to verify process compliance. Prepared traceable workpapers and partnered with stakeholders to fix root causes of recurring exceptions.
```

Skills: ServiceNow, QA, Audit, Jira, SharePoint, Compliance, Root-Cause-Analysis

### ServiceNow Support Analyst

[Accenture](https://himalayas.app/companies/accenture). Jul 2021 - Aug 2022

```text
Evaluated IT support and delivery processes for an enterprise client against client procedures, change controls, SDLC checkpoints, and quality gates. Validated requirements-to-test traceability, defect records, and release checklists across 20+ releases.
```

Skills: ServiceNow, ITIL, SDLC, Quality-Assurance, Excel, Power-BI

## Education

### Clark University

Master of Science, Data Analytics

```text
Master of Science in Data Analytics from Clark University, completed in May 2024.
```

### Jawaharlal Nehru Technological University Hyderabad

Bachelor of Technology, Computer Science and Engineering

```text
Bachelor of Technology in Computer Science and Engineering from JNTUH, completed in April 2021.
```

## Tech stack

- Azure DevOps
- Jira
- Confluence
- SQL
- Power BI

To contact Vijay M, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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