Siddharth Saxena
Business Analyst
Helsingborg
Summary
ITSM Business Analyst / Process Consultant / ITSM Service Now Functional consultant with accomplished experience (16+ years) across multiple areas such as Process Consulting, Application and IT Infrastructure Management. Extensive experience with client ITIL process implementations, end to end process transitions, Gap Assessments, Service Improvements, Process reengineering, E-bonding integrations between two Service management tools, Service Now ITSM module implementations based on internationally acknowledged IT Governance Frameworks like, Service Now CIS-ITSM, ITIL, CMMI, COBIT, Agile and Dev Ops concepts.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Analyst
Ikea IT AB
01.2023 - Current
- Developed high-quality Service Portfolio by using Service Now CSDM model.
- Implemented Business Portfolio solutions based on the organization structure and consumer based offerings.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
ITSM Process Consultant
HCL Technologies
04.2010 - 12.2022
- Worked with multiple clients to transform or transition multiple ITIL practices.
- Managed multiple Service Now ITSM implementations by ensuring minimum or now risks post project implementation
- Evaluated software tools to enhance automation capabilities within core business processes, leading to reduced manual labor hours and increased accuracy rates.
- Negotiated contracts with external vendors for necessary services during large-scale projects, ensuring optimal resource allocation within budget constraints.
- Collaborated with cross-functional teams to identify areas for process improvement.
- Mentored junior team members, fostering a culture of learning and growth within the organization''s process consulting department.
Sr Analyst
Patni Computer Systems
12.2007 - 03.2010
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Primary role was Major Incident Management.
- Drove the operational bridges during the Major incidents and ensured the communications are performed as expected.
- Ensured KPIs are met and all the Post Incident Reports are thoroughly discussed and next set of actions are taken
Education
Bachelor of Science - Science
KGK College
Bareilly University 04.2001 -
Skills
- IT Service Management (ITSM) Oversight - Transition & Transformation
- Process Maturity Assessment
- Experience in implementing Enterprise Service Management system "Service Now" expert level - (SLM & Service Catalogue & Service Portfolio Applications)
- Process flows
- Service Now CSDM
- Service now CIS ITSM
- Remedy
- Decision-Making
- Problem-solving abilities
Certification
• ITIL® v3(2011) Expert • ITIL4 Managed Service professional. • Service Now Fundamentals Trained. • Service Now CIS- ITSM Implementation specialist certified • IT4IT Foundation Certified. • ISO 20000 Practitioner
Timeline
Business Analyst
Ikea IT AB
01.2023 - Current
ITSM Process Consultant
HCL Technologies
04.2010 - 12.2022
Sr Analyst
Patni Computer Systems
12.2007 - 03.2010
Bachelor of Science - Science
KGK College
04.2001 -
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