Meghna Mathur

Results-driven Sr. ITIL Process Analyst with 11+ years of experience in ITSM, process governance, and data analytics. Skilled in leveraging ITIL frameworks, Lean Six Sigma, and Power BI to drive operational efficiency and service excellence. Proven expertise in Root Cause Analysis (RCA), process optimization, audit management, and knowledge management. Adept at building data-driven solutions, improving service delivery, and aligning IT operations with business goals.

Sr. ITIL Process Analyst - CtrlS Datacenter (Cloud4C)

(2024-06)

• Created management-level governance reports for SAP clients using Power BI, delivering granular dashboards on key process metrics
• Visualized top performers, KPI tracking for multi-level approval workflows, SOP usage, and training effectiveness
• Designed and delivered client-accessible dashboards to improve transparency and performance tracking
• Managed the organization's end-to-end Knowledge Management repository, ensuring accurate and up-to-date documentation
• Delivered virtual and online process trainings on ITIL Processes, Resolve Tool KPIs and audits for SAP, MyShift Tool (inhouse) for optimal utilization, Multi-Level Process (4 eye Principle)
• Recorded and delivered training modules for ITIL processes for new hires and existing employees, enhancing knowledge retention
• Maintained and updated documentation to reflect process improvements
• Leveraged data insights to identify trends, bottlenecks, and improvement areas in ticket resolution workflows
• Designed standardized processes for efficient ticket creation, tracking, and resolution for employees and clients
• Managed end-to-end audit processes for SAP clients, ensuring compliance with organizational and client standards
• Contributed to the Azure Expert Managed Service Provider (MSP) program by supporting process compliance and documentation requirements

Business Analyst - Karvy Data Management Ltd.

(2017-11 - 2019-02)

1+ years of knowledge working as a Business Analyst in Designing 2D and 3D for web application and Mobile based (Android) Applications, Rapid prototyping. Worked on 20+ projects.

• Worked on projects in domains like E-commerce, Logistics, Banking and e-governance domains
• Hands on experience on developing 2D and 3D for onboarding applications, logistics application, asset management and banking application
• Adhered to Scrum and Agile Process
• Worked on content related to Emails, SMS and App Notifications and summary for projects
• Worked on documentations for the projects
• Knowledge of testing the application to better understand the functional flow and defining the use cases to improve the application's functionality
• Experience tools like Balsamiq, Mockplus, Justinmind and Invision
• Knowledge of UX for web and mobile applications for better user experience
• Working closely with Business team's/client's/ users, IT (developers) teams and testing teams to define product functionality and create the product flow
• Excellent problem-solving skills with knowledge in technical background and good interpersonal and strong communication skills

Digital and Kindle Support (Technical Role) - Amazon - USA and UK domain

(2014-03 - 2017-07)

• 2 in Digital Support for troubleshooting issues related to Prime music, Amazon Appstore, Kindle Support, Amazon device related issues, Prime videos
• Creating tickets related to issues to define troubleshooting to resolve user issues
• Worked closely with ACES teams to understand the process flow and provide any new functionality of the tool to better the employees working and user experience with Amazon
• Worked as a Subject matter expert (SME) for a group of 27 members to train them on UK and NA process
• Worked as a communication trainer for a team of 29 members to train them on the process and language to be followed
• Awards and Recognition: Received multiple awards and organization wide recognition for every quarter for straight 4 years i.e. Employee of the Month, monthly rewards for best employee & represented on Wall of Fame

MBA - IT Projects - Symbiosis Centre for Distance Learning (SCDL) (2020)

Bachelors of Technology - Engineering in Computer Science - Keshav Memorial Institute of Technology (2013)

Intermediate - MPC - Sri Chaitanya Junior Kalasala (2009)

Secondary School Certificate - Sri Krishnaveni Talent School (2007)