IT Service Management ServiceNow / Application development Implementation / Application Maintenance

Experienced Consultant with 10 years of success in leading and managing all phases of diverse technology projects Expertise in Project Account Management, IT Service Management, and Technical Business Analysis for IT Applications and BFSI domain.

• ITIL PMP Certified, MBA and BE IT with 10 years of experience in Project Management, Application Development and Implementation, Business analysis and Change Release for BFSI Clients.
• Strong Leadership skills, interpersonal and communication skills.
• In-depth understanding of Project management processes, Business process, IT Service Management and BFSI Domain.
• Expertise in Account Management, Stakeholder Management and IT Service Management.
• Process restructuring, Resource Negotiation Planning, Estimating, Scheduling and SLA management.
• Fair Knowledge in Agile Scrum Waterfall Software Development methodologies
• Software development life cycle SDLC Product Life Cycle
• Proficient in:
• Rich experience with Project management tools like Microsoft Project in building project schedules, Gantt Charts, performing cost analysis, spend analysis and generating reports.
• Proficient in end-to-end planning and implementation in Global Delivery Model covering SOWs, project feasibility, scope management, activity sequencing, effort cost estimation, system development testing quality management in adherence to guidelines.
• Expertise in setting up Incident Management, Problem Management, Request Fulfillment, Service Catalog for IT, Banking Financial Services, Capital Markets - Institutional for Fortune 500 Clients
• Expertise in ServiceNow Functional , Project Management Methodologies, ITIL Framework, and ITSM Process Integrations including Assessments, Design, Planning, Implementations and rollouts.
• Ability to think strategically and plan for growth and development of team and self.
• Excellent Research, Analytical and Logic building abilities.
• Skilled in Requirements Management, Implementation Management, Defect Management and Client Interaction.
• Extensive experience in Service Management, functional, black box and defect testing for Trading Applications on UNIX Linux based operating platforms.
• Proven ability to multitask, prioritize and meet targets within project timelines and budgets.
• Expertise in client relationship management and maintaining rapport with multiple organization teams to achieve optimal results.

• Project Management Consultant for IT Service Management and end-to-end ServiceNow implementations.
• Manage Stakeholders, Requirement gathering and Project planning for ServiceNow Implementations.
• Work on reviewing Service Operations process workflow to improve IT Services and enhance efficiency.
• Anticipate and manage projects effectively in rapidly evolving global business environments and follow the best process and tools best suited to each project with respect to requirements and Scope.
• Perform process management functions including the design, build and implementation of ServiceNow and optimize IT service management processes to deliver value to clients
• Negotiate, create and document workflow for Reactive and Proactive IT Service Management change Management, communication and training plan for establishing the process.
• Requirement analysis and Project Planning for ServiceNow workflows and implementations, process models, specifications and diagrams to provide direction for clients.
• Worked extensively in the information architecture of IT applications BFSI , aligning IT services to the organization process and principles that ensures that integrated data delivers business value, and aligns business priorities and technology.
• Assist and help teams with status review of the project reports, processes, requirement analysis and high-level requirements.
• Assist in Project Planning for Service Operations, Process re-engineering, CMDB, Process workflows, Knowledge Management, Service Catalog etc. for IT Service Management.
• Define and revise the processes with respect to roles and responsibilities for better performance and improved productivity.
• Defining Key Performance Indicators to measure success of projects, negotiating and defining SLA criteria for each deliverable.
• Oversee business procedures and processes identify, initiate business improvements and internal projects for BFSI Clients.
• Plan training for teams and users on the newly developed standard operating procedures.

Achievements:

• Appreciated for process re-engineering initiative to define tool requirements and helping with streamlining CMDB, Incident Management processes and setting up Problem Management processes.
• Client Appreciations for ServiceNow Implementations, Incident Problem Management processes etc.

• Provided Project Implementation management over large-scale, top-priority and complex technology initiatives. Managed budgets up to 1M and cross-functional teams of developers, programmers, and analysts.
• Identified and articulated the customer's issues and translate them into the business requirements.
• Prepare and deliver reports, recommendations, and/or alternatives to improve the processes in existing systems.
• Single Point of Contact for ServiceNow, Banking domain related clients for routing all areas of concern for ITIL related process mapping.
• Worked extensively in the information architecture of applications in aligning them to the organization process and principles that ensures that integrated data delivers business value, and aligns business priorities and technology.
• Conducted Gap Analysis to create task list for the remaining functionalities developed and maintained Priority matrix and Requirements Traceability matrix.
• Manage projects deliver milestones for four planning and requirement modules.
• Implemented employee assessment matrix across the company for better performance management
• Completed product costing and assessment on several products. Implementing Agile methodology to reduce time to market .
• Lead ServiceNow Implementation for taking care of CMS, Incident, Problem and Change Management. Gave functional expertise on setting up Asset Management, Service User Administration.
• Drove the high-quality completion of transformations for BFSI clients
• Responsible for end-to-end deliverables and projects, and system solutions and services.

Achievements:

• Appreciated for Process re-engineering, Incident Management initiative to Service Operations.
• Coordinating with Operations and Delivery Teams to increase internal competency of resources to meet higher client expectations without extra cost.

TECHNICAL SKILLS