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”.

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

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.