Nikitha Niranjan

Experience

• 

  Tata Consultancy Services

  Oct 2013 - Mar 2021

  IT Analyst - SwissRe

  IT Analyst at Tata Consultancy Services, BudapestOctober 2017 — Present● Working as an operational support lead for ServiceNow and coordinating with multiple Business Analysts in different streams ● Collaborating with stakeholders, working in an agile environment and taking the role of scrum master for the team and planning Sprint Board using Confluence● Implemented performance analytics dashboards in the area of customer service management and global transfers on/off boarding modules, which automated monitoring of day to day operational activities for the stakeholders● Automated monthly schedule reports which resulted in decrease of 100 requests per month● Automated cancellation of HR tickets potentially reduced manual closure of 100 tickets per month and saved cost● Created access controls and granted access to other external teams to close/cancel the tasks without any dependencies on IT teams, which reduced ticket counts and eventually saved cost● Coordinating and participating in meetings with a major stakeholder for a critical on/off boarding ServiceNow module that involves interacting with different divisions like HR, logistics, field services, global business solutions and database management in order to resolve any technical failures● Working on different ServiceNow modules which includes request fulfillment and catalog management● Resolved thousands of incidents and problems resulting in high customer satisfactionSystems Engineer at Tata Consultancy Services, Bengaluru and BudapestOctober 2013 — September 2017Interpreting business issues received via incidents, documenting and performing few reverse engineering based on the logic implementedCollaborating and leveraging knowledge with testing team for all the ServiceNow modulesPerforming analysis on the incidents/problems, service level agreement (SLA) and organization level agreement (OLA) and share the report with the customers on monthly basis Show less

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  Aegon Global Business Solutions Center

  Mar 2021 - now

  • Delivery Manager

    Nov 2023 - now

  • IT product owner

    Mar 2022 - now

  • Business Analyst

    Mar 2021 - now