Richa Lalwani

Led and managed IT services, implementing ITIL best practices for optimal service delivery. Utilized ServiceNow for efficient incident and problem management, ensuring timely resolutions. Applied Agile methodologies to improve project efficiency and team collaboration. Analyzed and enhanced processes to optimize efficiency, reduce processing time, and 
mitigate risks. Conducted root cause and cost-benefit analyses for IT service improvements. Independently mapped and modeled end-to-end processes to identify inefficiencies 
and optimize operations. Collaborated with external vendors for software solutions and services, ensuring 
smooth implementation. Maintained comprehensive documentation, including technical specifications, 
configurations, and user guides. Monitored application performance and generated reports on key performance 
indicators. Communicated effectively with stakeholders, providing updates on project status, 
risks, and achievements.