SUDIPTA BANDYOPADHYAY
ServiceNow ITSM Specialist
Hyderabad
Summary
Adept ServiceNow ITSM Specialist with a proven track record at Accenture, enhancing IT service management through innovative ServiceNow implementations, workflow optimizations and process designs. Excelled in cross-functional collaboration and quality assurance, significantly boosting customer satisfaction. Skilled in ServiceNow Administration and continuous improvement, demonstrating exceptional problem-solving abilities and data analysis expertise.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
ServiceNow ITSM Specialist
Accenture
Hyderabad
10.2021 - Current
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Managed ServiceNow Administration and Implementation within IT Service Management modules.
- Designed more than 20 Service Catalogs and Workflows through Flow Designer.
- Created more than 300 reports alongside multiple Interactive Business Dashboards and more than 50 KB Articles in ServiceNow.
- Led quality assurance efforts to ensure the quality and functionality of ServiceNow implementations.
- Implemented efficient Service Request Management processes to streamline workflow.
- Implemented SLA Management and Customer Survey modules.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Developed training materials to enhance staff proficiency and productivity.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
ServiceNow IT Service Management Analyst
TATA Consultancy Services
Hyderabad
10.2016 - 10.2021
- Lead ServiceNow Change Management activities with cross functional team members and stakeholders to understand, manage and reinforce change throughout transformation lifecycle.
- Developed ServiceNow 10+ Knowledge Articles and 50+ Reports to enhance efficiency and user experience.
- Conducted UAT Testing to ensure the quality and functionality of ServiceNow implementations.
- Displayed the ability to make systematic and rational judgments based on relevant information by ensuring data integrity at all times.
- Implemented change management strategies, minimizing disruptions to daily operations during system transitions.
- Deployed strategic thinking involving effective plans to solve a problem or help the client & organization achieve its goal
- Participated in regular audits, ensuring compliance with industry standards and regulations regarding service management practices.
Education
Bachelor of Technology - Computer Science & Engineering
University of Engineering And Management
Jaipur, India 07.2012 - 06.2016
Skills
- ServiceNow Administration
- IT Service Management
- Knowledge Management
- Reporting & Dashboard
- Service Catalog
- Workflow Design
- Continuous Improvement
- Quality Assurance
- Data Analysis
Certification
ServiceNow Certified Implementation Specialist - IT Service Management
Timeline
ServiceNow ITSM Specialist
Accenture
10.2021 - Current
ServiceNow IT Service Management Analyst
TATA Consultancy Services
10.2016 - 10.2021
Bachelor of Technology - Computer Science & Engineering
University of Engineering And Management
07.2012 - 06.2016
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