Resham Sahu

Change and Release Manager @UnitedHealth Group

San Jose, CA, US

Transitioning our acquired entities from their legacy ITSM tool, onto ServiceNow. By setting up all foundational data and components so that it will enable all functions such as Incident, Problem and Change Management capabilities- Collaborate with ServiceNow Architects and Developers to ensure process alignment with platform capabilities and promote a culture of continuous service improvement across ITSM functions- Establish policies, procedures, and workflows for Incident, Problem and Change Management process- Owning the Incident, Problem and Change Management process. Gather and refine requirements from service owners for new functionalities, delivering solutions aligned with industry best practices- Validate incident data to identify trends and identify potential issues before they escalate. Use these insights to prioritize problem resolution efforts and prevent broader disruptions- Chair Change Advisory Board (CAB) meetings, assessed technical risks, and implemented standardized workflows that improved change success rates- Providing training to IT teams on ServiceNow usage and ITSM processes, with a strong focus on Incident Problem and Change Management- Continuously evaluate and improve the process based on performance metrics, incidents, and stakeholder feedback