DEEPANJAN GHOSH

Client profile: Banking and Financial services

• Participate in stakeholder communication and provide technical and design solution for Catalogue Item, Incident
• Change to build in current ServiceNow platform
• Designing and executing test plans to ensure that business requirements and functional specifications are implemented properly and meet ROI objectives.
• Conduct meetings for technical discussion to build best practices and global standards to maintain the product development
• Documenting workflows and results of business analysis and obtaining sign-off from users on specifications
• Conducts training sessions to implement new or improved systems and procedures
• Perform code reviews and redundant code removal on different implementations of core ServiceNow functionalities including client scripts, script includes, etc
• Experience in integration with Active Directly, Cloud systems, Microsoft products(Teams, SharePoint, yammer etc.)
• Experience in service portal and developed features like New Joiner bundle, virtual agent, Enterprise License reconciliation.
• Working on Knowledge feedback task
• Involved in functional testing during the platform new version release and worked with developer to fix the issue
• Involved in documenting project SOW
• Focused area- Effort calculation, milestones and deliverables.

• Worked on RFP responses.
• Handled ServiceNow maturity assessment project and
  delivered business and technology benefits.
• Designed various solution on ITSM and ITAM based on the
  business problem statement.
• Involved in the final solution presentation to the client.
• Support large strategic RFPs with tailored content where
  required.
• Participates in design, test and transition Service
  Management and Service Integration solutions within the
  ServiceNow Platform.

Client profile: Insurance

• ServiceNow portal transformation to replace a legacy ordering
  portal.
• Documenting workflows and results of business analysis and
  obtaining sign-off from users on specifications.
• Conducts training sessions to implement new or improved
  systems and procedures.
• Design and develop product specification, mapped with
  OOTB features.
• Enhanced Knowledge management OOTB feature and create a knowledge management process.
• Participate in stakeholder communication and provide
  technical and design solution for Catalogue Item, Incident,
  Change to build in current ServiceNow platform
• Designing and executing test plans to ensure that business
  requirements and functional specifications are implemented
  properly and meet ROI objectives
• Conduct meetings for technical discussion to build best
  practices and global standards to maintain the product
  development.

Client profile: Banking and Financial services

• Develops service management strategies, identifying staff, tools and
  specialized support requirements as necessary to ensure that operational and support processes are working as expected.
• Manages the Incident and Problem OOTB feature in servicenow to establish a working ITSM tool for the ITSM Team.
• Monitor and prioritize the open issues to expedite closure and serve as an IM point of contact for escalation on all matters related to servicenow, and provide for L3/L4 level support when needed.
• Administer servicenow including managing base environment maintaining the configuration & managing upgrade & releases.
• Develop automation capabilities on the environment.
• Identify opportunities for service improvements through active engagements with service teams.
• Lead teams focused on delivering superior service, quality execution and effective communications.
• Review plans for ongoing and upcoming service activities and initiatives for their portfolio.
• Represent end-to-end holistic service requirements / challenges and engage on capital investments.
• Possess a broad knowledge of technical and business resources
  Qualifications for IT service management.
  

Client profile: Manufacturing

• Proficient in ITSM tool administration and management, ,
  Maximo, HP Service Manager.
• Conduct periodic assessments and reviews of the entire Service
  Level Management (SLM) process.
• Ensure request, incident, problem, and change records are
  accurate and complete, from creation to closure.
• Assist in creating and maintaining IT operational workflows,
  knowledge documents, reports, portal content, and
  communications to IT and business customers.
• Facilitate major incident conference bridges, accurately
  identifying and logging attendees, timelines and
  troubleshooting steps taken
• Coordinate planned change windows, and log results.