Amit Jauhari Email and Phone Number

• Complete ITIL process & tools implementation lifecycle, gap identification, process definition to process adoption/ implementation in Infrastructure and Applications Management environment.• Functional consulting on design & implementation of all ITSM modules including process & tools setup in Infrastructure and Applications Management environment.• Functional consulting e.g understand requirements, business case/scenarios, suggest/recommend and build functional specifications for… Show more • Complete ITIL process & tools implementation lifecycle, gap identification, process definition to process adoption/ implementation in Infrastructure and Applications Management environment.• Functional consulting on design & implementation of all ITSM modules including process & tools setup in Infrastructure and Applications Management environment.• Functional consulting e.g understand requirements, business case/scenarios, suggest/recommend and build functional specifications for SIAM, IT Service Management Tools like BMC Remedy, Service Now• Responsible for SIAM Practice Development which includes building implementation approach, Use Case for SIAM Implementation.• SIAM Projects implementation and foresee end to end delivery of SIAM Projects Show less

• Complete ITIL process & tools implementation lifecycle, gap identification, process definition to process adoption/ implementation in Infrastructure and Applications Management environment.• Functional consulting on design & implementation of all ITSM modules including process & tools setup in Infrastructure and Applications Management environment.• Functional consulting e.g understand requirements, business case/scenarios, suggest/recommend and build functional specifications for… Show more • Complete ITIL process & tools implementation lifecycle, gap identification, process definition to process adoption/ implementation in Infrastructure and Applications Management environment.• Functional consulting on design & implementation of all ITSM modules including process & tools setup in Infrastructure and Applications Management environment.• Functional consulting e.g understand requirements, business case/scenarios, suggest/recommend and build functional specifications for SIAM, IT Service Management Tools like BMC Remedy, Service Now• Responsible for SIAM Practice Development which includes building implementation approach, Use Case for SIAM Implementation.• SIAM Projects implementation and foresee end to end delivery of SIAM Projects. Show less

Softwareone India Pvt. Ltd, NOIDA (July 2016 – Till Date)Profile: ITIL Practice LeadKey Deliverables Analyze and design the as-is and future ITIL process needs to support, operate and maintain the web-based and global sold SaaS product PyraCloud. Responsible to lead and drive new implementations of ITSM process as defined in overall strategy. Engage with cross-functional teams and the PyraCloud leadership to improve and monitor the existing ITSM… Show more Softwareone India Pvt. Ltd, NOIDA (July 2016 – Till Date)Profile: ITIL Practice LeadKey Deliverables Analyze and design the as-is and future ITIL process needs to support, operate and maintain the web-based and global sold SaaS product PyraCloud. Responsible to lead and drive new implementations of ITSM process as defined in overall strategy. Engage with cross-functional teams and the PyraCloud leadership to improve and monitor the existing ITSM processes. Define the end-to-end customer support process for PyraCloud. Single point of contact for the ITSM tool ServiceNow and process related topics, questions. Define clear approach to monitor and measure process adherence for PyraCloud. Drive and review the adherence of ITSM processes for PyraCloud by data retrieval, analysis and the generation of quality metric reports to ensure service/data quality. Accountable for the definition of KPIs and the quality of service/data reporting and sharing quality reports. Fully responsible to develop and deliver ITSM process training within cross-teams to increase understanding and process compliance Prepare FRS Document for ITSM Tool design.  Requirement gathering from stake holders and design the solution. I am responsible for end to end process and ITSM tool Service now. Perform Operational activities. Work on Problem Tickets related to Service-Now. Change Management process.  Look into SDLC life cycle for service now. Enable various modules in ITSM tool. Example Service Catalog, Visual Task Board, Time Card. Projects related to process enhancement and module deployment.  Service now tool upgrades for new version. Follow end to End Process.  Create Test Cases for testing. Define test plans, perform testing, getting fixed Before Service-Now upgrade. Process training enabling on quarter on quarter basis. Show less

Kronos Solutions India Pvt. Ltd, NOIDA (July 2014 – July 2016)Profile: ITSM SpecialistKey Deliverables Proficient in implementing Incident Management, Problem Management, Change Management, Service level Management, Service Request Management, Asset & Configuration Management, Knowledge Management and Release Management in client environments. Work on configuration of ITIL modules. Requirement gathering from stake holders and design the… Show more Kronos Solutions India Pvt. Ltd, NOIDA (July 2014 – July 2016)Profile: ITSM SpecialistKey Deliverables Proficient in implementing Incident Management, Problem Management, Change Management, Service level Management, Service Request Management, Asset & Configuration Management, Knowledge Management and Release Management in client environments. Work on configuration of ITIL modules. Requirement gathering from stake holders and design the solution. Design functional requirement specification document to any modification in the tool to measure the target defined.. Meeting with stakeholders for ITSM tool Project. Setup Maturity assessment for Incident, Problem & Change Management Process. Define Change Management Process and Procedures recommendations on basis of maturity assessment. Prepared a Risk Assessment template to help identify risk for change management module. Designed and implemented Patch management process. Responsible for internal and external audit activities that took place quarterly and yearly. Working on the CMDB Inventory project. Perform day to day operational activities of managing the ITSM tool( Manage Engine Service Desk) Create Preventive maintenance task template. Design Service Catalogue as per the request. Automating managing the rules of tickets routing and assignation. Show less

As a Functional Consultant my roles and responsibilities entail managing end-to-end consulting operations of ITSM Operations for multiple service engagements but not limited to Service Operations. Responsible for the effective implementation of ITSM processes using GBP on service now ready to use platform.