Ketan Sharma
Servicenow Business Analyst Itsm Hrsd Process Optimization @Tata Consultancy Services
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WORK HISTORY
Servicenow Business Analyst Itsm Hrsd Process Optimization @Tata Consultancy Services
Pune, IN
Experienced ServiceNow Business Analyst | ITSM | ITOM | CMDB | HRSDWith 15 years of experience in the service industry, I specialize in leveraging technology to streamline workflows, enhance service management, and optimize IT operations. My expertise spans ServiceNow ITSM, ITOM, CMDB, IRM, and HRSD, ensuring organizations achieve higher efficiency, reduced costs, and improved response times.Key Achievements & Expertise: Requirement Gathering & Backlog Management – Partnered with business stakeholders to document, analyze, and refine requirements, improving sprint efficiency by 30% with Agile & Kanban methodologies. Solution Design & Process Optimization – Optimized ServiceNow ITSM, ITOM, CMDB, IRM workflows, reducing manual interventions by 25%. Implemented automation, cutting processing time by 15% and enhancing IT support efficiency by 25%, reducing ticket resolution times by 30%. Stakeholder Communication & Documentation – Acted as the key liaison between Service Management teams and technical stakeholders, ensuring seamless collaboration. Developed process flows, user stories, and business cases, streamlining execution. Testing & Support – Led User Acceptance Testing (UAT) and system testing, ensuring high-quality deployments and rapid bug resolution. Core Skills & Expertise: ServiceNow ITSM, ITOM, CMDB, HRSD Implementation Agile & SAFe Methodologies – Sprint Planning, Backlog Management Process Optimization & ITIL Framework – Workflow Automation, IT Service Delivery Stakeholder Engagement & Documentation – Requirement Analysis, Business Case Development
EDUCATION
Hindustan Aerospace & Aviation
BE / B TECH
CES English Medium School
SSC
CES Abhiman English Medium Jr College
HSC
SKILLS
ABOUT KETAN SHARMA
Optimizing Service Delivery with ServiceNow, Agile & Cloud Innovation With 15 years of experience in the service industry, I specialize in leveraging technology to streamline workflows, enhance customer experiences, and optimize service management operations. My expertise spans ServiceNow ITSM, HRSD, Agile methodologies, and cloud solutions, ensuring businesses achieve higher efficiency, reduced costs, and improved response times. How I Drive Impact: Business Process Optimization – Automated workflows and cut service resolution time by 30%, improving operational efficiency. ITSM & HRSD Implementation – Designed scalable ServiceNow solutions, enhancing compliance and productivity. Agile & SAFe Integration – Accelerated IT service development cycles, ensuring business and IT alignment. Cloud Transformation – Led AWS & GCP migration projects, reducing infrastructure costs while increasing scalability. Customer-Centric Service Management – Strengthened HRSD workflows, ensuring faster employee service resolutions. Why It Matters: The service industry thrives on efficiency and customer satisfaction. I collaborate with stakeholders, IT teams, and service providers to create technology-driven solutions that make businesses agile, responsive, and service-oriented. My approach is simple: automate, optimize, and innovate service management using proven solutions that drive measurable results. Let’s Connect! If you’re looking for a strategic ServiceNow Business Analyst to enhance ITSM workflows, drive service excellence, and lead transformation initiatives, let’s discuss how I can contribute to your success. Open to opportunities—let’s connect!#ServiceNow #BusinessAnalysis #ITSM #HRSD #Agile #CloudTransformation #ProcessOptimization #ServiceIndustry
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