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Work Background
Principal Consultant
Tech MahindraPrincipal Consultant
Feb. 2018LondonClient-Focused Business Analyst with comprehensive experience in delivering Service Management solutions, background includes: • Certified ITIL Service Manager, with in-depth knowledge and experience of Service Desk Function, Incident and Problem Management, Service Level Management, and a broad knowledge of the remaining ITIL processes. • Proven expertise in finding quick and effective solutions to Service Management implementations, and specializing in various ITSM integrations with outsourcing partners. (ATT, CISCO, TTEC, XEROX, BT, HCL, Azure and AWS) • Good interpersonal and communication skills to work with the business and delivery teams. • The ability to align personal and team objectives to meet business drivers. • Understanding change in the business environment invokes the ability to think out of the box, work under pressure and maintain a healthy work life balance Specialties: Service Management Implementations (Process and Toolset)
Business Analyst Team Lead
Thomson ReutersBusiness Analyst Team Lead
Apr. 2009 - Jan. 2018London, United KingdomProvide Business Analysis services for projects and enhancements to tools developed by data center operations management systems development teams Part of a Team of 19 based in the UK, US and Thailand, working with developers in India and customers globally. Domain Knowledge Areas Service Management Processes (Service Desk, Incident, Problem, Change, Service Request, Knowledge and Configuration Management) Asset Management, Global Service Forum, Monitoring. Tools HP Service Manager HP Asset Manager HP UCMDB eReports (Internal reporting solution) Oracle knowledge Service Now Interfaces Service Cloud and various other tools using a common management system integrator layer built internally.
Business Analyst - MIS Value Management
Thomson ReutersBusiness Analyst - MIS Value Management
Apr. 2009 - Jun. 2010London, United KingdomA BA for a value management workstream for IT Service Management
IT Service Management Consultant
Carphone WarehouseIT Service Management Consultant
Oct. 2006 - Mar. 2009Working with the ITSM Program as a track lead delivering BMC Remedy 7 to 600 users in service operations and solution delivery within Group Information Services.
Director
Little Cherubs Day Nursery LimitedDirector
Apr. 2006 - Nov. 2017High WycombeProprietor of day nursery.
Program Managment Reporting Analyst
Carphone WarehouseProgram Managment Reporting Analyst
Aug. 2005 - Oct. 2006Program Management Office Reporting Analyst, Project and Resource Reporting using Business Objects accessing Planview data
Service Level Analyst
BPService Level Analyst
Apr. 2003 - Dec. 2004Service Catalogue Maintenance, Service Level Management Reporting, Service Level Management Process Maintenace, Service Management Toolset Ownership (Remedy 6 partial, Business Objects Universe )
Director
Zima LimitedDirector
Nov. 1996

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ServiceNow Business Analyst Expertise
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