Pooja Waghmare
San Antonio
Summary
Service Management Analyst and Test Associate with strong focus on operational efficiency and problem-solving. Proven track record in IT service management, incident resolution, and process improvement. Adept at collaborating with teams to meet goals and adapt to changing priorities. Known for strong analytical skills, effective communication, and commitment to delivering results.
Overview
1
1
Certification
4
4
years of professional experience
Work History
ITSM Analyst
Nuin Wellness Pvt Ltd
Pune India
06.2024 - 01.2026
- Managed end-to-end incident, problem, change and request management.
- Monitored SLA compliance while coordinating major incidents and escalations to ensure timely resolution.
- Conducted RCA, supported CAB meetings, and updated knowledge articles to enhance service reliability.
- Developed KPI dashboards to facilitate continuous service improvement initiatives.
- Managed Incident, Problem, Change, and Service Request lifecycle following ITIL best practices.
- Monitored SLA and OLA compliance using ServiceNow.
- Coordinated CAB meetings for change approvals.
- Prepared weekly KPI dashboards for management.
- Reduced ticket backlog through continuous service improvement initiatives.
- Developed Knowledge Base articles to improve First Call Resolution (FCR).
- Analyzed service management processes to identify areas for improvement and enhance operational efficiency.
Test Associate
Nuin Wellness Pvt Ltd
Pune India
01.2022 - 06.2024
- Coordinated academic operations and documentation, delivering management education to enhance leadership, communication, and analytical skills.
- Developed and executed comprehensive test plans to ensure software quality and performance.
- Collaborated with cross-functional teams to identify, document, and resolve defects efficiently.
- Reviewed Business Requirement Documents (BRD) and Functional Requirement Specifications (FRS).
- Created Test Plans, Test Scenarios, and Test Cases.
- Executed Functional, Regression, Smoke, Integration, and UAT testing.
- Logged and tracked defects using Jira.
- Coordinated with developers to validate bug fixes.
- Performed regression testing before production release.
- Prepared Test Summary Reports.
- Participated in defect triage meetings.
Education
Bachelor of Science - Computer Science
Yashwant College
MH IndiaMBA - Finance
Pune University
Pune IndiaPh.D. - Organizational Management
Pune University
Pune IndiaSkills
- ITIL process management
- Test Management
- Incident management
- Defect Management
- Change Management
- Functional, Regression, UAT Testing
- SQL (basic) Excel
- Test Case Design/Test Planning
- Issue management
- Process documentation
- Service level management
- Problem management
Certification
- ITSM Training - 3 Months
- The Complete Software Testing Bootcamp - 3 Months
- Software Testing & QA – Fundamentals to Advanced (Udemy )
- Agile & Scrum for Software Testing Teams (Online – Coursera)
- Microsoft Office Specialist – Excel & Word (Intermediate Level)
Languages
English
Professional Working
Marathi
Native or Bilingual
Hindi
Full Professional
Timeline
ITSM Analyst
Nuin Wellness Pvt Ltd
06.2024 - 01.2026
Test Associate
Nuin Wellness Pvt Ltd
01.2022 - 06.2024
Bachelor of Science - Computer Science
Yashwant College
MBA - Finance
Pune University
Ph.D. - Organizational Management
Pune University