Srividhya Piruthivi
Hoover,AL
Summary
Accomplished, committed and creative IT professional & an ITIL qualified professional with overall 15 years of rich experience in ITSM Consulting & Implementation, Process Governance, Process Re-Engineering, IT Operations, Service Delivery with real-world experience building relationships between clients & IT Team. Enabling change in the organization by identifying and articulation the customer needs and the rationale for change, thereby recommending solutions that add value to the customers. Proficient in global client management and engagements.
Overview
22
22
years of professional experience
1
1
Certification
Work History
ITIL Strategist and Service Now Functional Consultant
Tata Consulting Services, USA
Remote
01.2022 - Current
- Understand scope of implementation and set expectations with customer and internal stakeholders on timelines, effort estimates, scope of migration.
- Created techno-functional solution designs after performing IT infrastructure architectural assessments; developed work products like solution design documents, architectural overview diagrams, operational models, and deployment models for IT infrastructure and application engagements which resulted 75% smooth transition.
- Adept in areas of Service Transition, Service Operation, and Continual Service Improvement. Excelled in several ITSM/ITIL Business Process Consulting roles for global corporations.
- Proficient at managing & leading teams for running successful process operations and extensive experience of developing standard Policy, Process, Procedures & work instructions for business excellence as per ITIL Standards.
- Enabled improvement in team delivery commitments and capacity planning for sprints by identifying & tracking hidden tasks that increased customer satisfaction.
- Incorporated best practices and accelerators to complement ServiceNow modules and capabilities
- Conduct testing and validation of ServiceNow solutions to ensure they meet business requirements and are free from defects
- Analyze existing business processes and workflows and identify opportunities for optimization and automation using ServiceNow
- Nurtured process improvement within the team through periodic training & audits
- Designed & presented continuous service improvement ideas to leadership and management based on the existing gaps
- Developed Interactive dashboards in ServiceNow that can be leveraged by team and leadership to measure team delivery, maturity, and conducted performance review metrics within teams to identify improvement opportunities
- Conducted Lunch & Learn session with teams across the organization, created short video recording on quick tips and tricks to ensure that the support teams can easily understand and adapt to new process and ServiceNow upgrades
- Involved in developing communication template that can be leveraged by technical teams to update Incident ticket and keep business informed on ticket status which reduced escalation from business
- Maintained central reference repository in Confluence page which contains Key information on each Value Stream and was referred as One stop shop for leadership and technical teams.
Continuous Service Improvement Manager
Wells Fargo, USA
Remote
03.2020 - 01.2022
- Rolled out Continuous Service Improvement (CSI) process from start to finish including training for process understanding and adherence
- Hosted CSI review meeting on periodic basis with Leadership to review newly proposed improvement ideas and existing status for approved ideas
- Responsible for initial reviewing of all Improvements ideas submitted in Service desk
- Initiated Service Improvement Plan (SIP) for required Improvement opportunities where Implementation schedule and Business plan would be required to be provided to leadership
- Developed Service Catalog with Service definitions through systematic engagements with Service owner to keep it updated
- These service definitions provide information on service offering, service eligibility, service limitations, service owner information, and how to request for service
- For different services offered, consistently maintain up to date information on different services
- Conducted periodic Service review meetings on regular basis with Service Owners and required SMEs to track service updates and changes
- Implemented JIRA Service desk ticket automation involving multiple teams.
Problem Manager
The Hartford, USA
Connecticut
04.2018 - 11.2018
- Restructured Problem Management Process based on ITIL Framework
- Create Ad Hoc collaborative top alerting team to analyze monitoring alert data
- Analyzed Top defective / repeated CI which resulted in incident and fixed issue permanently
- Hosted RCA kickoff and review meeting for problem cases where cross teams would be involved in brainstorming discussions focused on identifying root cause of issue
- Formulated standard template which can be used by team during investigation which helped in standard approach starting from Root cause identification, removal, validation, implementation of improvement areas identified
- Hosted Problem Advisory Board -The spirit of the Problem Advisory Board is open learning focus of discussion was surrounding the major problem (Sev1 & Sev2 SRM Facilitated problem cases) which starts with identified root cause, remediation and validation performed
- Suggested enhancements in Problem Module in Service Now model to align with ITIL methodologies
- Proposed concept of adding Service line codes in problem tickets which helped in analyzing pattern that indicated key problem areas in IT Infrastructure
- Managed escalations and queries regarding problem management Process across Cross teams.
Problem Manager
FLSMIDTH PRIVATE LIMITED, India
India
11.2015 - 03.2017
- Rolled out ITIL Problem management processes, standards, and methodologies
- Defined, Developed training materials and documentation for Problem Management process
- Designed and maintained SharePoint site for Problem Management Process
- Analyzed key metrics to measure repeated incidents that led to over 50 process improvement changes and created Problem Management module which resulted in customer satisfaction rate of 79% in first 6 months of implementation
- Recorded known error in KEDB for 93% of problem cases with clear root cause and workarounds
- Led a cross-functional team of engineers, developers, and QAs to perform root cause investigation and solution development that increased stability of customer-facing IT services by 20% over a year
- Delivered detailed feature roadmaps that included action items with deadlines for technical teams
- Leveraged in-depth understanding of end-to-end customer experience to identify pain points and needs
- Collaborated with Operations teams to resolve IT support cases
- Trained multiple IT teams and external support vendors on Problem Management process.
Change Manager
FLSmidth Private
India
05.2012 - 11.2015
- Rolled out ITIL change management processes, standards, and methodologies, their adoption and governance
- Achieved 90% reduction in service outage within 1 year of implementation, due to successful governance of Change Process for all IT Changes
- Evaluated and interpreted all changes to determine and understand their impact on Business and IT services
- Identified appropriate automation, process technology support and integration points with other processes
- Directed assigned teams for implementation of ITIL processes
- Coordinated and conducted change building, testing and implementation activities, according to specified schedules
- Ensured accomplishment of intended objectives by all implemented changes
- Initiated & Lead the CAB meetings on weekly basis
- Designed and Maintained SharePoint site as repository for Change Management Process in organization.
Change Analyst
Scope International Pvt. Ltd, India
01.2011 - 05.2012
Senior Executive IT Service Desk
Scope International Pvt. Ltd, India
04.2003 - 09.2006
Customer Support Executive
Sutherland Technologies, India
07.2002 - 03.2003
Education
Master's in computer applications (M.C.A) -
01.2002
Skills
- ServiceNow
- Confluence
- Jira
- Microsoft Teams
- Visio
- Microsoft Word
- Microsoft Excel
- Power Point
- KPI Tracking
- Creative Thinking
- Decision-Making
- Client Engagement
- Cross-Functional Team Collaboration
- Client Relationship Management
- Project Management
- Requirements Definition
- Team Leadership
- Problem Resolution
- Analytical and Critical Thinking
Certification
- ITIL Expert
- ServiceNow ITSM Functional Consultant
- Agile Scrum Master
- MCSE
- Kepner Tregoe
- ServiceNow Certified System Administrator
Accomplishments
- Have extensively collaborated with clients in transforming support functions by participating in multiple workshops and developed business cases that assists in understanding the current state and support the transformative roadmaps.
- Successfully implemented ServiceNow SLA parameters for Incident and Problem processes based on client requirement.
- Designed and Implemented core internal operational processes & trained team to meet process success criteria (SLA) for Incident & Problem management by enforcing best practice.
- Designed and implemented ServiceNow solutions that increased the efficiency of the company's operations by 30%.
- Developed ServiceNow reports and dashboards that led to a 20% reduction in operational costs.
- Performed Agile related routines involving planning, review, standup communication and collaboration within the Agile team to support value delivery and Sprint commitments which helped streamline and track requirements & committed outcomes.
- Post Change process Implementation, actively involved in measuring outcomes which resulted in 90% reduction in service outage after a timeframe of a year post implementation.
- Actively designed easy to use templates that encouraged technical teams to raise change records and actively participate Chance Advisory Boards discussion meetings where the participation increased by 65%.
- Achieved 93% increase in Known error and 76% increase in KA article creation.
Timeline
ITIL Strategist and Service Now Functional Consultant - Tata Consulting Services, USA
01.2022 - Current
Continuous Service Improvement Manager - Wells Fargo, USA
03.2020 - 01.2022
Problem Manager - The Hartford, USA
04.2018 - 11.2018
Problem Manager - FLSMIDTH PRIVATE LIMITED, India
11.2015 - 03.2017
Change Manager - FLSmidth Private
05.2012 - 11.2015
Change Analyst - Scope International Pvt. Ltd, India
01.2011 - 05.2012
Senior Executive IT Service Desk - Scope International Pvt. Ltd, India
04.2003 - 09.2006
Customer Support Executive - Sutherland Technologies, India
07.2002 - 03.2003
University of Madras, India - Master's in computer applications (M.C.A),