Headline

IT Service & Business Analyst | ServiceNow • Power BI • SQL | SLA Governance | Process Automation | Continuous Improvement

About

Transforming Service Operations through Data, Feedback, and Automation I’m an IT Service Experience Analyst with hands-on experience driving process excellence and data-driven improvements across global enterprise functions — IT, HR, Finance, and Procurement. My core focus is bridging ITSM processes with analytics and automation to enhance the way internal teams deliver value. By leveraging ITIL frameworks, ServiceNow dashboards, and Voice of Customer (VOC) insights, I help organizations achieve faster response times, improved SLA adherence, and measurable boosts in user satisfaction. What I Do Best: • Automate manual feedback and reporting workflows — cutting hours of repetitive effort • Analyze VOC patterns and root causes to drive service quality improvements • Build and manage ServiceNow Performance Analytics dashboards for KPI visibility • Collaborate cross-functionally with IT, HR & Finance leadership to align on SLA goals • Use SQL, Power BI, and Python for actionable analytics and reporting precision Impact Highlights: • Boosted feedback submissions by 76% through automated workflows • Reduced backlog aging by 20% using real-time SLA breach triggers • Developed a GPT-powered assistant to educate users and reduce support noise • Supported feedback operations impacting 10,000+ global users My Mission: To continuously transform enterprise service delivery into a data-smart, automation-first ecosystem where every process is measurable, improvable, and customer-centric.

Location

Bengaluru

AI stack

claude code

codex

deepseek

gemini

notebooklm

openai

Work experience

Feedback Manager at Merck Group, Sep 2024 - Sep 2025 · 1 y, Bengaluru, Karnataka, India, • Governed global service-performance and customer feedback workflows across IT, HR, and Procurement for 10,000+ end users, maintaining a 92%+ SLA compliance rate across all reported incidents. • Eliminated 5+ hours of manual reporting weekly by architecting automated ServiceNow Performance Analytics dashboards tracking 8+ core operational KPIs (SLA breaches, resolution MTTR, and backlog aging). • Reduced critical backlog aging by 20% through the design and deployment of automated escalation matrix controls and real-time SLA breach notification triggers. • Drove actionable operational improvements by executing monthly VOC, trend, and root-cause analyses (RCA) across 300+ service tickets, presenting executive remediation plans to cross-functional business heads. • Increased feedback submission volume by 76% (from ∼170 to 300+ monthly entries) by engineering automated trigger-based feedback loops and eliminating manual follow-up bottlenecks. • Ensured 100% functional release stability by collaborating with enterprise stakeholders to document technical requirements and executing 35+ end-to-end multi-scenario UAT test cases. • Engineered a GPT-powered internal support guidance assistant, standardizing IT knowledge resolution flows, lowering first-contact resolution (FCR) time, and deflecting repetitive tier-1 support queries.

Apprenticeship at upGrad Campus, May 2023 - Nov 2023 · 7 mos, Bengaluru, Karnataka, India

Education

Master of Business Administration - MBA, Data Science & Analytics, bangalore university

Certification, Business Analytics, upGrad.com

Public links

shivendra0111.github.io: https://shivendra0111.github.io/