About

Kalpana Sharma is a Manager Software Development with over 13 years of experience in the IT industry, specializing in ServiceNow, ITSM, and ITOM. She is a certified practitioner of the ITIL framework (ITIL Version3) and a certified Customer Service Consultant (CS100). Kalpana is an analyst adept in project management and strategic planning while supporting multiple industries. She has a proven track record of delivering excellence in cross-functional team building and leadership, exhibiting superior communication organizational and analytical skills. Kalpana's expertise includes conducting Functional Configuration Audit (FCA) and Physical Configuration Audit (PCA) for Quality assurance of the incident. She is experienced in project management, project documentation, and planning, preparing SOW (Statement of Work), SDP (Service Delivery Plan), BCP (Business Continuity Plan), Configuration Management Plan (CMP), Service Transition Plan, and more. She is also skilled in Risk/Issue Assessment, identifying risks and preparing Mitigation and Contingency plans. Currently working as Manager Software Development at Fiserv, Kalpana is responsible for ServiceNow administration with expertise in modules such as Incident, Change, Service Catalog, Case, and Knowledge Management. She has overall experience of 10 years comprising technical production support, change management, and administration of ITSM tools like Remedy and ServiceNow. Kalpana has also worked as a Process Executive at Infosys, where she was responsible for running the line test, identifying the fault location, assigning the correct type of engineer, and updating the end-user about the current status on fault location. Kalpana holds a Master of Business Administration (M.B.A.) in Human Resources Management and Services from PTU and a Bachelor's degree from Rani Durgavati Vishwavidyalaya, Jabalpur. Her technical skills include Software Engineering, QA, and Testing. With 14.03 years of relevant experience, Kalpana is a dedicated IT professional with a passion for delivering top-notch results.