Varshini Shivakumar

Detail-oriented Analyst (Support Renewals) with 2.6 years' experience hands-on experience in managing end-to-end support renewal operations, including CMRB activities, contract validation, billing corrections, and compliance-driven order processing. Proficient in handling complex workflows across OKS, Cerner, and CMRB, while ensuring accuracy, risk mitigation, and adherence to Oracle policies. Strong in stakeholder communication, escalation management, reporting, and quality audits, with a proven ability to support SLA-driven global operations, and mentor team members.

Analyst – Global Order Management (Support Renewals) - Oracle

(2024-12)

• Processed customer contracts across OKS and Cerner systems with 100% accuracy and zero rejection errors, ensuring high-quality order fulfillment.
• Executed CMRB (Credit Memo & Rebill) activities to resolve billing discrepancies, improving invoice accuracy and customer satisfaction.
• Validated complex contracts (POs, quotes, agreements) in Oracle ERP, ensuring full compliance with internal controls and policies.
• Performed pre-validation checks for high-value contracts (up to 100K+), reducing financial and operational risks.
• Maintained SLA adherence across global operations, consistently delivering within turnaround timelines.
• Generated operational MIS reports (TAT, ATA, IA failure analysis, CERNER EOD), enabling leadership to track performance and identify gaps.
• Conducted quality audits and checklist reconciliations, contributing to improved first-time-right (FTR) rates.
• Acted as primary SPOC for stakeholders, resolving escalations and ensuring seamless coordination with Sales, AR, and Collections teams.
• Led team huddles and workload planning, improving team productivity and queue management.
• Mentored new hires and provided process training, accelerating onboarding, and improving team accuracy.

Business Analyst - ADECCO INDIA PRIVATE LIMITED (Oracle Client)

(2023-10 - 2023-12)

• Responsible for validating and processing executed contracts in accordance with the established procedures, policies, and standards.
• Involved in liaising with various cross-functional stakeholders including Sales, Partners, Business Finance, Business Practices, upstream and downstream processes to ensure timely and accurate order processing.
• Manages online and offline submissions for License, Hardware, and Support Renewal.
• Identify queries on non-compliant requests; work with the right stakeholders to resolve them by providing details.
• Maintaining CU file and attendance tracker of the team.