Brijesh Shetty Email & Phone Number

Pune, Maharashtra, India

ITSM Business Analyst • Experience in Service-Now Administration and Production support. • Representing team in CAB and the whole of Change Management process. • Develop use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow. • Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL. • Experience in Automating common business processes for the integration of “Service Now”. • Liaison between stakeholders and development team to gather business and functional requirements in the form of user stories. • Wrote test scripts and performed UAT on user stories from approved Sprint for scheduled deployment. • Create and manage requirements on Knowledge bases and knowledge articles.

Pune, Maharashtra, India

Group Lead – Operations • Headed Offshore Service Desk, Service Now, Access Provisioning and IT Service Management team of 40+ members • Interviewed and hired strong candidates for team openings. • Active involvement in employee development through training, coaching and performance management, and provide regular constructive feedback • Compiled data highlighting key metrics to report information, determine trends and identify methods for improving results. (Reporting and Dashboards) • Proven ability to manage multiple tasks/activities and prioritize appropriately. ServiceNow Business Analyst• Integration of HP Service Manager IM with ServiceNow Incident and Request Management. • Coordinated with Manager in developing project plans and schedule analysis throughout the phases of the project life cycle: Initiating, Planning, Executing and Closing.• Map out the data and fields that needs integration across both platforms.• Experience in loading data into SNOW from HP system using Web Services and Import Sets. • Determine the direction of flow of data and sync data for integration. • Create templates and email notifications for trigger conditions. • Document business, functional and technical requirements with sign-off from stakeholders.Splunk Admin • Perform installation, configuration management, license management, data integration, data transformation, field extraction, event parsing, data preview, and Apps management of Splunk platform • Standardize Splunk forwarder deployment, configuration and maintenance in Linux and Windows platforms • Work with third party application, hosting and CDN providers to integrate data feeds to a centralized Splunk platform • Troubleshoot Splunk indexers, search heads and forwarder problems • Create data retention policies and perform index administration, maintenance, and optimization.

Pune, Maharashtra, India

• Responsible for preparing meetings and tailoring communications to address business needs of potential clients as part of the pre-sales process. • Developing business Proposals, BOM & tender Compliance Document, and business presentations to clients. • Respond to functional and technical elements of RFIs/RFPs. • Demonstration of POC to customers. • Implementation of Cisco NMS at client locations

Pune, Maharashtra, India

• Floor Supervisor for Symantec ServiceDesk: Team Size :90+ • Responsible for ensuring quality and accuracy, delivered by the team and meet SLAs. • Plan work schedules for desk operations and assign staff to accomplish daily work by providing for variations in workload. • Conducted knowledge sharing as well as project activities including the project progress, among team member as well as with the company management.