Madhur Bihani
- Role
- Technical Analyst at Life At Vena
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Madhur Bihani
I am a Technical Analyst specialising in ITSM platform engineering, enterprise…
Experience
Technical Analyst
Feb 2025 — Present · Indore, IN
Spearheaded the implementation and configuration of core Freshservice ITSM modules—Incident, Service Request, Change, and Problem Management—enhancing resolution consistency and audit traceability.• Designed and launched a comprehensive Service Request Catalog, reducing manual ticket creation and routing errors by over 60%.• Integrated Freshservice with Okta and used automation recipes, enabling auto-provisioning of user access and cutting turnaround time for access requests by 50%.• Automated approval workflows for access management and change tickets, significantly improving SLA adherence and stakeholder accountability.• Applied ITIL-aligned best practices across ITSM processes to standardize incident resolution, change advisory board (CAB) reviews, and root cause analysis for problem management.
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