SNEH LATA

Email: lsneh027@gmail.com | Mob: +91-8334028056

Career Objective:  
To be associated with growth-oriented organization of high repute and seek an opportunity which will provide
me a challenging job and continual learning where I can bring the best out of me and expand my horizons on
my technical background and experience.

Summary:  
 Proficient in Change Management module of ITIL.
 3 years of working experience in BT for a major leading retail Bank in the UK as Change Management
Analyst, working on monitoring the customer request on service now and raise the changes as per
requirement.
 Excellent hands-on experience of ITSM tools like Service Now, Expedio Order Management, Incident
Management, SM7.
Key Skills:
Comprehensive exposure to MS Excel, Excellent communication skills, Experience in handling UK clients,
Positive approach, soft skills and a good team player.
Technical Skills: - ITIL foundation and basic networking knowledge.

Work Experience:
Organization :British Telecom, India
Location :Kolkata (India)
Role :Change Management Analyst
Duration :25th Aug 2019 - till date

Responsibilities:

 Analyzing the existing Change Management process as per ITIL Standards.

 Control of Urgent changes that are to be released in production.

 Ensuring compliance is met for all changes.

 Participating and involve in the meeting with the onshore team, implementation & Hardware team.

 Attending conference calls with customer.

 Documentation on Process and Procedures.

 Prepare effective change documents and management reports.

  Ensure agreed SLA is met and KPI is maintained.

 Quality analysis of the change.

 Processing change request and ensuring that all the processes and data Requirements are in place to
process the change.

 Ensuring that standardized methods and procedures are used for efficient handling of all Changes.

 Once implemented, updating the change results in the tool and keeping a record of the change for further
reference.

Educational Qualification:
Course Name of the Institution Year of passing Percentage/CGPA

(10th) CBSE Board Park Mount public School, Patna March 2013 8.8

(12th) CBSE Board B.D. Public Schools, Patna March 2015 61.0%

B.E, Computer Science AIEM, Mogra June 2019 7.30/10

Engineering (Under WBUT)

Achievements and extracurricular activities:

 Received many appreciations from client.
 Received “'Dazzling Debut Award'” for my excellent performance during my training period in BT.
    
Key Strengths:

 Willingness to work across various Domains and Geographies.

 Enthusiasm to learn and grasp various technologies.
 Confident, Hardworking, Quick Learner.
 Problem solving and decision making
 Ability to coordinate with departments.
 Request Fulfillment.
 Organized and self-motivated.