Sowmiya Yadhavan
ITSM Analyst
Hosur
Summary
Accomplished consultant with a proven track record of driving organizational improvements through expertise in research and system enhancement. Skilled at fostering collaboration among employees and leaders to effectively address control and procedural challenges that hinder business operations. Committed to optimizing costs, processes, and resources while maintaining a high level of organization and dependability. Recognized for successfully managing multiple priorities with a positive attitude and a proactive approach to taking on additional responsibilities to achieve team objectives.
Overview
12
12
years of professional experience
Work History
ITSM Reporting Analyst
Tata Consultancy Services
11.2024 - Current
- Designed, built, and maintained ServiceNow reports and dashboards across ITSM modules (Incident, Problem, Change) for within the project.
- Maintained detailed records of all programs activities, providing accurate reporting as required by management or grantors.
- Supported project management efforts by creating interactive dashboards for leadership teams, improving visibility into operational KPIs and SLAs.
- Prepared detailed work reports for management review, providing insights into maintenance activities, performance trends, and potential areas for improvement.
- Creating simple dashboards for ITSM modules in performance analytics.
Problem and Change Management Analyst
Tata Consultancy Services
07.2022 - 11.2024
- Facilitated smooth transitions between phases of complex projects, minimizing disruption to daily operations.
- Provided expert guidance on change management best practices, contributing to a positive organizational culture.
- Enhanced company performance by conducting a thorough analysis of current systems and recommending improvements.
- Collaborated with cross-functional teams to achieve seamless integration of new systems and processes.
- Optimized resource allocation for change management projects, ensuring timely completion within budget constraints.
- Coordinated activities across multiple departments involved in the same initiative, while maintaining clear lines of responsibility.
- Mitigated risks associated with organizational changes through diligent risk assessment and contingency planning.
- Implemented proactive measures to reduce incident recurrence rates, and improve system stability.
- Provided training and guidance to team members on problem management best practices, enhancing overall team performance.
- Facilitated post-mortem analysis on major incidents, identifying contributing factors, and implementing preventative measures to reduce future risks.
- Enhanced problem resolution efficiency by conducting root cause analysis and implementing corrective actions.
- Developed a standardized approach for documenting problems encountered by customers, along with their resolutions.
- Established metrics for measuring and tracking problem management effectiveness, enabling continuous process improvement.
- Assisted with the implementation of ITIL-based practices within the organization, promoting a culture of service excellence.
- Contributed to the development of knowledge base articles for common issues, expediting resolution times for support staff.
Incident and Knowledge Management Associate
Cognizant Technology Solutions
06.2014 - 06.2022
- Implemented processes for capturing tacit knowledge from subject matter experts, ensuring critical information was documented for future use.
- Developed targeted content to address the specific informational needs of various departments within the organization.
- Established protocols for updating critical documentation regularly, helping to maintain up-to-date resources for all employees' reference purposes.
- Increased efficiency with the development of user-friendly documentation, guidelines, and procedures.
- Evaluated the effectiveness of knowledge management initiatives through periodic assessments, and recommended improvements as needed.
- Streamlined information flow by developing and maintaining a comprehensive knowledge management system.
- Optimized resource allocation during incidents by continually assessing priorities and adjusting as needed based on evolving situations.
- Identified trends in recurring incidents, proactively addressing underlying issues to prevent future occurrences.
- Proactively conducted post-incident reviews, identifying areas for process improvement, and sharing lessons learned across the organization.
- Improved service quality, consistently meeting Service Level Agreements through diligent monitoring of incident queues.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Reduced incident resolution time with efficient coordination of cross-functional teams, and timely communication.
Education
Master of Business Administration -
Periyar University
Hosur, India02.2018
Bachelor of Computer Applications - undefined
Periyar University
Hosur04.2014
Skills
- Incident Management
- Problem Management
- Change Management
- Data reporting in Snow
- Quality assurance management
- ServiceNow platform expertise
- Power BI
- Remedy
Accomplishments
- Large scale implementation support, Transition of Projects, Training off-shore people on new projects
- Create reporting structure, Create SOPs as per Client needs and requirements, Create Project work-aids and project trackers
- Build credibility, establish rapport and maintain communication with stake holders at multiple levels, including those external to the organization
- Coach, mentor and lead personnel for the project.
- Present periodic dashboard report on the current program future opportunities and client issues.
- Monitoring the 1000+ servers using the monitoring tool as Zenoss.
- Monitoring 100+ application using the monitoring tool Dynatrace.
- Monitoring 200+ network device using the monitoring Tool PRTG. Current project is working with Snow Ticketing Tool.
- Excellent Presentation and Communication Skills.
- Awarded for the outstanding contribution to the project June-Oct 2016 - Cognizant
- Awarded as the excellence champ for Performance, Productivity and Dedicated service in 2015
- TCS Awarded as Star performer- Q3 22
- Shining Star for Q2, Q3 24
- Key Contributor and best performer– Q1,Q3 23
Declaration
The Above furnished information is true to the best of my knowledge Thanks for your patience and effort to look through my profile.
Timeline
ITSM Reporting Analyst
Tata Consultancy Services
11.2024 - Current
Problem and Change Management Analyst
Tata Consultancy Services
07.2022 - 11.2024
Incident and Knowledge Management Associate
Cognizant Technology Solutions
06.2014 - 06.2022
Bachelor of Computer Applications - undefined
Periyar University
Master of Business Administration -
Periyar University