Available for Enterprise ITSM & Business Analyst Roles • Bengaluru, India

Translating Business Needs Into Agile ITSM Architecture

Data-driven ITSM Business Analyst with enterprise experience optimizing IT service operations, SLA governance, and cross-functional workflows supporting 10,000+ global users across ServiceNow, ITIL v4, Power BI, and automated orchestration.

Explore Nexora Analytics Suite Merck Accomplishments Download Resume

Bengaluru, India +91-8428396546 shivendratiwari825@gmail.com

Enterprise Focus

ServiceNow • ITIL v4 • CSDM • SLA

10,000+

Users Governed

Merck Business Services

92%

SLA Compliance Rate

Global Operations

20%

Backlog Aging Reduced

Automated Escalations

+76%

Feedback Volume Gain

Trigger Loops (~170→300+)

Technical & Functional Matrix • Core Competencies

Structured domain capabilities aligned to ITIL v4 and ServiceNow operating models

ITSM & Governance

• Incident & Major Incident Mgmt
• Problem & Change Governance
• Service Request Fulfillment
• SLA Governance & Contract Audits
• Continual Service Improvement (CSI)

Business Analysis

• Requirements Gathering (BRD / FRD)
• As-Is / To-Be Process Mapping
• Gap & System Impact Analysis
• Role Approval Matrix Modeling
• Multi-Scenario UAT Test Planning

Data Analytics & BI

• ServiceNow Performance Analytics
• Power BI (DAX, Data Modeling)
• SQL (Complex Queries, Joins)
• MTTR, FCR, Backlog Aging Tracking
• Advanced Excel Analytics (Pivots)

Automation & Tools

• ServiceNow Platform Configuration
• Microsoft Power Automate
• Python Operational Data Processing
• Custom GPT Support Bot Engine
• Automated Real-Time Breach Triggers

FLAGSHIP FEATURED PLATFORM • 500 Reconciled Records (May – Sep 2026)

Nexora Analytics — ITSM Operations & Continual Improvement Intelligence

Service Context: Nexora Core - Production • Client-side dual-engine reconciliation of nexora_incidents_500.csv & task_sla.csv

Priority:

Total Incidents

500

• 100% Resolved

SLA Compliance Rate

90.4%

Target: ≥ 90.0% (Compliant)

Total SLA Breaches

9.6% Breach Volume

Mean Time to Resolve

6.1h

Median: 2.7h • P90: 17.5h

Major Incidents (P1/P2)

27 P1 • 46 P2

Problem Candidates

19.2% Systemic Risks (5 Clusters)

Visual 1.1: Incident Inflow & Rolling MTTR Trend (May – Sep 2026)

Bi-weekly incident arrival stacked by priority vs. rolling MTTR curve

Dual Axis

Visual 1.3: Priority Breakdown & Volume

Distribution across P1 (Critical) to P4 (Low)

P1: 5.4% • P2: 9.2% P3: 33.6% • P4: 51.8%

Visual 1.2: Incidents by Configuration Item (CMDB CI)

SLA Compliant vs. Breached counts across 5 technical components

Visual 1.4: Workload & SLA Breaches by Assignment Group

Operational volume distribution across 4 functional resolver groups

Visual 2.1: Top 10 Primary Incident Families

Ranked by overall operational incident volume

Visual 2.2: Family × Priority Severity Breakdown

Identifies failure modes generating disproportionate P1/P2 critical business impact

Visual 2.4: Configuration Item (CI) Operational Health Table

Click column headers to sort • Click any row to filter the analytics suite

Interactive Filter

Rank ▲	Configuration Item	Total Volume	Share %	Major (P1/P2)	Problem Candidates	Mean MTTR	SLA Breach %	Action

P1 SLA Breach Rate

85.2%

23 of 27 Breached (Target: 1h)

P2 SLA Breach Rate

23.9%

11 of 46 Breached (Target: 8h)

P3 SLA Breach Rate

7.7%

13 of 168 Breached (Target: 24h)

P4 SLA Breach Rate

0.4%

1 of 259 Breached (Target: 48h)

Avg P1 Breach Variance

+1.08h

Actual: ~2.08h vs 1.0h Target

Visual 3.1: SLA Compliance by Priority (Target vs. Actual)

Contractual benchmark at 90.0% standard

Visual 3.4: Resolution Duration Distribution vs. SLA Target Thresholds

Bins of duration with indicators at P1 (1h), P2 (8h), P3 (24h), and P4 (48h)

Critical SLA Breach Registry

Click column headers to sort • Showing full paginated breach records

48 Breached Records

Incident #	Priority	Configuration Item	Assignment Group	Engineer	Target	Duration	Variance ▼	Action

Showing 1 to 10 of 48 entries

Page 1 / 5

Problem Candidates

19.2% of Total Volume

Major Problems (P1/P2)

11 P1 • 9 P2 Major Problems

Visual 4.1: Problem Prioritization Matrix (Recurrence vs. Severity vs. Lost Hours)

Quadrant analysis: Top-right represents Critical Problems requiring immediate engineering investigation

Visual 4.3: Problem Justification Logic

Breakdown by root-cause architecture clusters

Problem Investigation Register (96 Records)

Incidents flagged for Root Cause Analysis (RCA) and Known Error Database (KEDB) integration

96 Problem Candidates

Incident # ▲	Priority	Configuration Item	Primary Family	Technical Cause	Problem Justification	Inspect

Showing 1 to 10 of 96 entries

Page 1 / 10

Change-Linked Incidents

113

22.6% of Total Incidents

Unique Changes Associated

CHG-000001 – CHG-000015

Major Change Failures (P1/P2)

14 P1 • 17 P2 Outages

Change SLA Breach Rate

17.7%

20 of 113 Breached Target

Visual 5.1: Blast Radius Ranking — Top Changes Generating Incidents

Top changes ranked by incident generation volume

Visual 5.2: Change Sensitivity by CI

Breakdown of change-induced incidents by technical CI

Change Audit Register (113 Records)

Normalized mapping of Change IDs to operational failure modes

113 Change Incidents

Change ID ▲	Factor Tag	Resulting Incident	Priority	Affected CI	Technical Cause	Resolution Code	Inspect

Showing 1 to 10 of 113 entries

Page 1 / 12

Automated Executive Advisory Console

Continual Service Improvement (CSI) — Evidence-Backed Initiatives

Four high-impact engineering roadmaps derived directly from the reconciled 500-incident dataset.

INITIATIVE 01: DATABASE RESILIENCE DB-Ops Tier

Database Connection Pool & Latency Optimization

Problem Statement: Chronic database contention and connection limit exhaustion during peak production traffic.

• Empirical Evidence:

- Nexora Production Database accounts for 150 incidents (30.0% of platform volume).

- Connection limit saturation (DBPOOL-001) generated 24 peak-demand incidents.

• Target Metric: -35% Database MTTR & 0 Connection Saturation Incidents

Actionable Steps:

1. Increase connection pool max ceiling and implement idle connection eviction.

2. Offload heavy read reporting queries to dedicated read-replicas.

3. Automated DBA indexing review for slow queries identified in DB-02.

INITIATIVE 02: CHANGE GOVERNANCE DevOps Tier

Production Release Pre-Flight Testing & Parity

Problem Statement: Authorized changes are introducing immediate regressions into the customer-facing web tier.

• Empirical Evidence:

- 113 incidents (22.6%) have direct contributing factors tied to Changes.

- 15 distinct changes (CHG-000001–15) generated post-release defects.

• Target Metric: Zero P1/P2 change-induced rollbacks & 50% drop in change incidents

Actionable Steps:

1. Enforce automated smoke tests in staging pipeline before production promotion.

2. Implement configuration sanity checkers within CI/CD release scripts.

3. Mandate a 2-hour post-change validation window owned by App Operations.

INITIATIVE 03: SERVICE DESK TRIAGE Service Operations

Service Desk Automated Routing & CI Classification

Problem Statement: High volume of misrouted triage tickets causing administrative delay and MTTR inflation.

• Empirical Evidence:

- Service Operations triage and misrouting represents 34 reassigned tickets.

- Service Operations initial triage delay reached up to 168 minutes per ticket.

• Target Metric: Eliminate misrouted tickets; reduce reassignment overhead to <1%

Actionable Steps:

1. Implement ServiceNow Predictive Intelligence routing rules based on CI.

2. Update categorization trees to mandate technical CI selection before dispatch.

3. Weekly review of misdirected tickets between Service Desk and resolver leads.

INITIATIVE 04: MAJOR INCIDENT OPS Executive Tier

P1 Major Incident Cross-Functional Swarming Protocol

Problem Statement: P1 resolution SLA is compromised by sequential engineer triage.

• Empirical Evidence:

- Average P1 resolution duration is 1.92 hours against a 1.0-hour SLA target.

- 23 out of 27 P1 incidents breached SLA, with durations averaging 2.08 hours.

• Target Metric: Achieve >90% P1 SLA compliance within 90 days

Actionable Steps:

1. Institute automated P1 Major Incident Management (MIM) bridge triggers.

2. Shift from linear engineer assignment to cross-functional on-call swarming.

3. Establish rapid rollback thresholds if change defect is suspected within 20m.

ENTERPRISE TRACK RECORD • Merck Business Services

Professional Accomplishments @ MERCK

IT Service & Operations Management • 10,000+ End Users across IT, HR & Procurement • Contractual SLA Governance

ServiceNow PA Console 100% SLA Maintained

Feedback Intake & VOC Adoption

Automated trigger loops: ~170 → 300+ monthly entries

+76%

Inflection: Q1 Trigger Release Steady State: 310+

SLA Multi-Domain Scope (10k+ Users)

IT, HR, and Procurement global workflows

92% SLA

Baseline Target: ≥ 92% Delivered: 100.0%

Backlog Aging: Pre vs. Post Controls

Escalation matrix & breach triggers reduced aging

-20% Aging

• Pre-Controls • Post-Matrix (-20%)

Reporting Effort: Manual vs. Automated

ServiceNow Performance Analytics dashboards

-5+ Hrs/Wk

Weekly Effort: 6.2 hrs → 0.9 hrs 8+ Core KPIs

Root-Cause Categorization (300+ Tickets)

Monthly failure modes evaluated for CSI

300+ Tix

Presented to Executive Heads Zero Recurrence

UAT & Functional Release Stability

End-to-end multi-scenario execution

0 Rollbacks

35+

UAT Scenarios

100% Passed

100%

Release Health

Zero Criticals

GPT

Support Bot

Tier-1 Deflect

• Validated Scope: IT Incidents, HR Portals, Procurement Approvals, Escalation matrix logic.

Academic Background

Bangalore University

2021 – 2023

Master of Business Administration (MBA) in Business Analytics

Bengaluru, India

University of Madras

2019 – 2021

Bachelor of Business Administration (BBA) in Business Analytics

Chennai, India

Certifications & Professional Targets

Business Analytics Specialization UpGrad Campus

Verified

SQL for Data Science IBM

Verified

ITIL® Foundation / Target ITIL 5 Global ITSM Standard

In-Progress

ServiceNow Certified System Administrator (CSA) Platform Architecture

In-Progress

Ready to optimize your IT Service Management?

Available for full-time and contract ITSM Business Analyst opportunities in Bengaluru or remote.

shivendratiwari825@gmail.com +91-8428396546 Download Resume

Translating Business Needs Into Agile ITSM Architecture

Technical & Functional Matrix • Core Competencies

ITSM & Governance

Business Analysis

Data Analytics & BI

Automation & Tools

Nexora Analytics — ITSM Operations & Continual Improvement Intelligence

Visual 1.1: Incident Inflow & Rolling MTTR Trend (May – Sep 2026)

Visual 1.3: Priority Breakdown & Volume

Visual 1.2: Incidents by Configuration Item (CMDB CI)

Visual 1.4: Workload & SLA Breaches by Assignment Group

Visual 2.1: Top 10 Primary Incident Families

Visual 2.2: Family × Priority Severity Breakdown

Visual 2.4: Configuration Item (CI) Operational Health Table

Visual 3.1: SLA Compliance by Priority (Target vs. Actual)

Visual 3.4: Resolution Duration Distribution vs. SLA Target Thresholds

Critical SLA Breach Registry

Visual 4.1: Problem Prioritization Matrix (Recurrence vs. Severity vs. Lost Hours)

Visual 4.3: Problem Justification Logic

Problem Investigation Register (96 Records)

Visual 5.1: Blast Radius Ranking — Top Changes Generating Incidents

Visual 5.2: Change Sensitivity by CI

Change Audit Register (113 Records)

Visual 6.1: Interactive CSDM Service Topology & Component Risk Map

CI Risk Scorecard

Visual 6.3: Caller Metro Geography vs. Affected Configuration Item

Continual Service Improvement (CSI) — Evidence-Backed Initiatives

Database Connection Pool & Latency Optimization

Production Release Pre-Flight Testing & Parity

Service Desk Automated Routing & CI Classification

P1 Major Incident Cross-Functional Swarming Protocol

Professional Accomplishments @ MERCK

Feedback Intake & VOC Adoption

SLA Multi-Domain Scope (10k+ Users)

Backlog Aging: Pre vs. Post Controls

Reporting Effort: Manual vs. Automated

Root-Cause Categorization (300+ Tickets)

UAT & Functional Release Stability

Academic Background

Bangalore University

University of Madras

Certifications & Professional Targets

Ready to optimize your IT Service Management?

ITSM Analytical Formula & Query Inspector