Nikitha M Email & Phone Number

Chicago, Illinois, United States

In this 19-months project for a leading hospital network, I served as a Senior ServiceNow Analyst, leading the implementation and optimization of ServiceNow modules including ITSM, ITAM, CSM, and HRSD. The goal was to enhance IT operations, streamline incident and asset management, improve patient services, and ensure regulatory compliance. I customized workflows to automate ticket assignment, reducing resolution times by 25%, integrated ITAM with existing systems to reduce asset loss by 20%… Show more In this 19-months project for a leading hospital network, I served as a Senior ServiceNow Analyst, leading the implementation and optimization of ServiceNow modules including ITSM, ITAM, CSM, and HRSD. The goal was to enhance IT operations, streamline incident and asset management, improve patient services, and ensure regulatory compliance. I customized workflows to automate ticket assignment, reducing resolution times by 25%, integrated ITAM with existing systems to reduce asset loss by 20%, and implemented CSM and HRSD to enhance patient support and HR processes. I also developed custom scripts for automation, integrated legacy systems using JCL, and managed databases across DB2, Oracle, and MySQL. The project followed Agile methodologies, utilizing tools like JIRA, Git, and Jenkins. As a result, the hospital saw a 30% improvement in IT service delivery and better compliance with healthcare regulations. Show less

India

In this project for a global financial services company, I served as a Senior ServiceNow Consultant, leading the implementation and optimization of ITSM, ITAM, and CSM modules to streamline service delivery and improve asset tracking. I automated IT requests and approvals, reducing manual effort by 40%, and integrated ServiceNow with legacy systems and databases like DB2 and Oracle, ensuring real-time asset updates. I also improved customer support workflows with CSM, reducing ticket resolution… Show more In this project for a global financial services company, I served as a Senior ServiceNow Consultant, leading the implementation and optimization of ITSM, ITAM, and CSM modules to streamline service delivery and improve asset tracking. I automated IT requests and approvals, reducing manual effort by 40%, and integrated ServiceNow with legacy systems and databases like DB2 and Oracle, ensuring real-time asset updates. I also improved customer support workflows with CSM, reducing ticket resolution times by 25%, and implemented ALM processes using Jenkins and Git, leading to a 50% reduction in deployment errors. The project adhered to ITIL v4 standards and followed Agile methodologies, resulting in a 30% improvement in incident resolution times and increased customer satisfaction. Show less

India

In the "Financial Services ITSM and ITAM Implementation" project , I served as a Senior ServiceNow Business Analyst for a leading financial institution. My role involved gathering requirements, conducting gap analysis, and leading the implementation of ServiceNow ITSM and ITAM modules, ensuring alignment with business goals and regulatory standards. I customized the ServiceNow portal using Java, JavaScript, and HTML, integrated financial systems via REST/SOAP APIs, and automated asset… Show more In the "Financial Services ITSM and ITAM Implementation" project , I served as a Senior ServiceNow Business Analyst for a leading financial institution. My role involved gathering requirements, conducting gap analysis, and leading the implementation of ServiceNow ITSM and ITAM modules, ensuring alignment with business goals and regulatory standards. I customized the ServiceNow portal using Java, JavaScript, and HTML, integrated financial systems via REST/SOAP APIs, and automated asset management. I optimized database operations, created custom reports for real-time insights, and ensured compliance with ITIL v4 and industry regulations. Using Agile methodologies, I collaborated with cross-functional teams, managed progress with JIRA and Git, and automated testing with Jenkins. The project resulted in a 40% reduction in service incidents, a 30% improvement in asset management, enhanced compliance, and increased user satisfaction. Show less

India

In the "Financial Services Digital Transformation with ServiceNow" project, I served as a Senior ServiceNow Administrator, leading the implementation and optimization of ITSM, ITAM, CSM, and HRSD modules for a major finance company. My responsibilities included configuring ServiceNow to streamline IT operations, automate HR processes, and improve customer service. I developed integrations with financial systems using REST/SOAP APIs, customized workflows with JavaScript, and enhanced database… Show more In the "Financial Services Digital Transformation with ServiceNow" project, I served as a Senior ServiceNow Administrator, leading the implementation and optimization of ITSM, ITAM, CSM, and HRSD modules for a major finance company. My responsibilities included configuring ServiceNow to streamline IT operations, automate HR processes, and improve customer service. I developed integrations with financial systems using REST/SOAP APIs, customized workflows with JavaScript, and enhanced database management with DB2, Oracle, and MySQL. Following ITIL v4 best practices and Agile methodologies, I collaborated with stakeholders to align solutions with business needs. The project achieved a 35% reduction in incident resolution time, a 40% improvement in asset tracking accuracy, and a 25% increase in customer satisfaction. Show less

Bachelor Of Commerce - Bcom, Commerce

B.com computers

Master Of Business Administration (M.B.A.), Finance And Marketing, Distinction

Master'S Degree, Computer Science