Arunima Bhargava
IT Service Manager
Rowville,VIC
Summary
With over 12 years of extensive experience in service management platforms, including 9 years as a Consultant, expertise has been honed in handling BMC Remedy and BMC Remedy Force rollouts and operations. Specialization lies in ITIL process management platforms, adeptly managing implementations and operations to ensure seamless service delivery.
In addition to proficiency in BMC platforms, over 3 years of hands-on experience in ServiceNow Configuration and Development has been garnered. This includes managing the rollout and support of the ServiceNow platform, as well as serving as a skilled administrator, aiding companies in optimizing application functionality, implementation, training, and business processes.
Currently serving as an IT Service Manager at Capgemini Melbourne, entrusted with managing projects as an Onboarding and Implementation Service Manager. Leveraging an extensive background in service management platforms, committed to delivering superior results and driving operational excellence for clients and the organization alike.
Overview
9
9
years of professional experience
Work History
Capgemini Service Technical Manager
Capgemini
08.2018 - Current
- Engaged in weekly project prioritization sessions, adhering to Agile methodologies, to ensure thorough review of tickets and effective tracking of defects.
- Collaborated with technology leaders across various teams including analysis, architecture, build, quality assurance, deployment, and support to facilitate seamless project execution.
- Strengthened control measures by organizing and refining system operating procedures.
- Led design, implementation, and monitoring of application integrations, coordinating updates, and developing comprehensive test cases.
- Played key role in SSO implementation, Remedy Force Helix Dashboards and
- Analytics implementation, BMC ITOM implementation, CMDB Atrium Core installation and configuration, RF Helix Discovery installation, and other related projects.
- Provided support for production activities, addressing administrative and development tasks, and resolving issues related to Remedy Force ITSM suite of applications.
- Actively participated in pre-production tasks, including rigorous testing and troubleshooting, such as integration with third-party tools and MS SharePoint Remedy integration point troubleshooting.
HCL Senior Technical Consultant
JETSTAR
11.2014 - 06.2018
- Orchestrated process and technical design workshops with customers, leveraging extensive ServiceNow product and domain expertise to capture requirements and develop design specifications for implementation.
- Conducted administrator training, end-user training, and provided ongoing support for ServiceNow products and services.
- Played pivotal role in pre-sales activities by offering support to sales team, including conducting product demonstrations and setting up evaluation systems.
- Provided hands-on support for ITSM processes, including Incident, Change, Problem, and Service Request management on ServiceNow Platform.
- Led development and design of Small Development and Design CMDB data model and Asset management on ServiceNow platform.
- Assisted in designing ServiceNow integrations with various third-party applications and data sources.
- Acted as subject matter expert (SME) for ITSM and ITOM best practices, processes, and applications.
- Generated weekly reports for audit purposes, ensuring compliance and transparency in operations.
- Proactively logged cases with ServiceNow platform support team for new release bug fixes and applied hotfixes to client environments to maintain system integrity.
Skills
Integrations Done
- ServiceNow - Web service integration (inbound and outbound) with a third-party application such as Netcool Tool.
- LDAP integration.
- Email integration
- Active Directory Integration
- HRSD Integration with Workday HR
Timeline
Capgemini Service Technical Manager
Capgemini
08.2018 - Current
HCL Senior Technical Consultant
JETSTAR
11.2014 - 06.2018
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