SUMMARY:

• A distinguished result driven senior ITSM & ServiceNow consultant with more than 9 years of experience and demonstrated success in helping deliver ITSM Transformation, ServiceNow implementations, and project management.
• Working closely with Senior IT Leadership and Business Relationship Managers for implementation ESM tools (ServiceNow, HP Service Manager & CA Service Desk) as techno - functional consultant. Excellent written and verbal communication, analytical, interpersonal, and presentation skills and expert at managing multiple projects/work-streams.

TECHNICAL SKILLS:

Technology and Tools: ServiceNow Modules: HR Case Management Incident Problem Change Service Catalog Custom Applications Integrations (Workday, LDAP, and third party apps) IT strategy consulting ITSM transformation Agile Project management Vendor management Change & Release Mgmt. IT M&A Pre - Sales support Client support and satisfaction Mentoring Communication Team leadership Managing teams across multiple geographies

PROFESSIONAL EXPERIENCE:

Lead / Developer

Confidential

Responsibilities:

• Part of NextGen team for ServiceNow transformation projects
• Pre-Sales activities and supporting sales team with ITSM & ServiceNow sales
• IT product owner for implementation of HR Case Management (HRCM) module
• Coordinating with implementation vendor for successful implementation of HRCM product
• Day to day interactions with HR VP, Directors and HR Leads for understanding the requirements
• Agile implementation approach for implementation in 3 sprints spread across 6 weeks
• Conducting and facilitating functional testing before UAT and coordination UAT. Logging of defects/enhancements and remediation of defects in time
• Overseeing cut-over activities & hyper care activities
• Business stakeholder management by reporting periodic status and ensuring quality of service

Lead / Developer

Confidential

Responsibilities:

• Part of CIO Advisory team for driving ITSM transformation, ServiceNow implementations and IT strategy consulting
• Have worked on 8 projects comprising of ServiceNow ESM implementation, IT transformation and strategy development
• Senior IT & Business stakeholder management with periodic reporting, requirement gathering and ensuring quality of deliverables
• Preparing RFP/RFI responses and solutions in supporting sales activities
• ServiceNow Service Catalog Implementation at Telecom Giant & Media Enterprise
• Coordinating with Business Managers and IT Leadership for development of more than 100 catalog items
• Facilitating requirement gathering workshops and translating the requirements in design template for development
• Translating the requirement into Epics, Stories and Tasks in scrum module of ServiceNow. Managing the backlog of stories using Scrum- Agile methodology
• Creating reusable workflow for catalog development, adding custom tables, importing data from LDAP/AD and Software Asset Database (homegrown)
• Creating order guides for Onboarding requests including multiple catalog items and onboarding form design
• Configuring variables, UI actions, UI policies and Business rules as required
• Creating custom table as part to CMDB to capture IT configuration item
• Coordinating with development team to get the catalog item developed. Guiding the development team on design decisions and making sure the design is client ready
• Liaising with third party vendors and internal client teams to understand and design the integrations with Marimba, Jira, Stash, AD, LDAP using REST/SOAP API’s
• Configuring “Connect Support” chat functionality for end users and VIP users to contact Service Desk analysts for reporting issues in Incident Management module
• Configuring Confidential KPI Reports for Incident Management and Chat functionality
• Coordinate update set moves from development to test to production environments
• Coordinating with Business Managers and IT Leadership for development of Incident, Change and Knowledge Management
• Coordinating with client for development of domain name and DNS management catalog item
• Functional testing more than 500 catalog items
• Developing the IT Asset Management solution for asset discovery, asset maintenance and decommissioning
• Integration with discovery tool and management of table in CMDB
• Conducting assessment workshops with IT Leadership to understand current ITSM implementation across multiple geographies
• Developing ITSM strategy and roadmap for process and tools transformation
• Evaluation of ESM tools for ITSM Transformation
• Presenting the assessment and tools evaluation results to senior IT Leadership

Cross Functional Process Lead

Confidential

Responsibilities:

• Implementing Incident, MIM, Problem, Change, Release & Deployment, Service Level Management, Service Asset & Configuration, Service Request, Demand and Customer Survey Management based on ITIL v3 best practices
• Liaising with business and functional owners throughout GAP assessment for process reengineering, workflow finalization, process design document and Preparing the implementation plans for process deployment and
• Managing day to day operations of as Change Manager such as weekly/monthly reporting, reducing change backlog, coordinating CAB & TAB, and driving service improvements.
• Leading a team for developing Service Management Approach for managing 16 vendors. Acting as Service Integrator for vendors
• Requirement Gathering, GAP Assessment and driving Process Improvements across vendors and process areas
• Reviewing Vendor performance, SLA adherence and compliance to policies and procedures. Suggesting Service Improvement Plan for vendors
• Managing resource utilization, weekly project reporting, transition planning and reporting, project prioritization, project risk management
• Performing day to day change management activates, approving/rejecting changes
• Chairing Change Advisory Board (CAB) & Technical Advisory Board meeting (TAB) across global teams. Managing emergency changes.
• Overseeing release/change calendar. Making sure release are approved and tested as per process
• Reporting change and release process to higher management and driving process improvements

Confidential

Responsibilities:

• ServiceNow Configuration as per client requirements for Incident, Service Request and Change Management
• Coordinating development for internal tool for ITIL based assessment and process deployment.
• Maintaining ISO 20000 policies based on ITIL Framework. Performing Gap analysis of ITSM processes, identifying improvements, & driving service improvement plan
• Preparing transition plans, schedules, and overseeing KT documentation for technical teams.
• Presales Activities: Drafting proposal response to RFP/RFI for IT Infrastructure Services, Proposal Defense and Solution Development, Effort and Cost estimation modeling. Tool Set: HP Service Manager
• Defining ITIL Processes for Incident, Problem, Change, Release & Deployment, Service Asset & Configuration Management
• Performing GAP Analysis, identifying improvement areas and driving Service Improvement Plan
• Part of Transition team for Telecom Service Transition of over 500 global sites