Resume

Designed and implemented best practice solutions in ServiceNow as per business requirements for Incident, Change, Problem, Demand, Service Catalog, Request Fulfillment, Asset and Configuration Management.

Implementations lead of ServiceNow version upgrades - Fuji to Helsinki and Helsinki to Kingston, London to New York. New York to Paris and Paris to Quebec version.

Experience with 3rd party integration with the ServiceNow platform.

Developed multiple Service Portals for large global clients.

Managed projects for multiple client engagements by developing detailed project plans, status reports and gap analysis and documenting clear requirements for stakeholder sign off.

Senior client leadership and stakeholder management to gain buy-in for project scope and timelines.

Managed and coordinated offshore technical teams in India by clearly communicating requirements and set expectations of delivery goals.

Currently working as Service Delivery Manager to ensure delivery of projects and stake holder management. Supported pre-sales within organization and responded to multiple RFPs for international clients.

Designed, documented, and implemented various processes for the manufacturing and banking customer within ServiceNow (Incident, Change, Problem, Demand, Service Catalog, Request Fulfillment, Asset and Configuration Management).

Developed training material and conducted training sessions for both end customers and IT technical resolver teams.

Project Management & consulting experience in PPM projects.

Managing PPM projects to stay within budget and defining phases for PPM implementation in customer instances.

Project Management and Consulting for designing solution for scoped application within ServiceNow

Gathering business requirement, re-structuring process and defining new process to solve business requirements with the help of building new ServiceNow custom applications for different customers.

Consulting and implementation experience in facility management at world’s biggest pharma and diagnostics company.

Gathering business requirement for 4facility app and implemented case/catalog/knowledge management for customer including SAP and Speedikon integration.

Project Management, Consulting, and migration experience in WSD projects.

Gathering business requirement for WSD and implementation support for case Management/knowledge management/Space reservation/space mapping using Mapped-in for customers across the globe.

Business Process Consulting to define HR Services which will deliver beter employee experience and automating productivity within HR operations.

Gathering business requirement for HRSD and implementation support for case Management/knowledge management/Onboarding/EDM.

ServiceNow Business Process Consultant, Scrum Master, Project Manager & Service Delivery Manager (SDM) 

Frankfurt, Germany - June 2019-December 2021

Driving a project as ServiceNow Business Process Consultant and Scrum Master at a Switzerland based healthcare company to implement a facility management with new Self Service Portal.

• Accountability for the design & technical solution (ServiceNow) of the Facility Management and user interface of a front-end customer facing portal.
• Responsible for driving workshops to define requirements for facility Case/Request/Knowledge /Problem management.
• Driving workshops to define requirements for the integrations with 3rdparty tools (Speedikon/SAP) for facility to define facility CMDB
• Managing the development team and customer stakeholders to deliver a solution aligned with best practices and strict client requirements.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented.
• Defining action plans to ensure timely delivery according to requirements. 

Driving a project as Service Delivery Manager, ServiceNow Functional Consultant, Scrum master (SM) & Project Manager (PM) at a United States based global online marketplace company to implement multiple processes in ServiceNow for e.g. the global onboarding/offboarding employee request, PPM implementation, Finance & ITSM Module Enhancement in ServiceNow.

Accountability for the design & technical solution (ServiceNow) of new hire process and user interface of a front-end customer facing portal.

• Responsible for driving workshops to define requirements for onboarding and offboarding(including change user data, suspend access and unsuspend access) process for the new hire/employee in the organization.
• Driving technical workshop to define integrations for account creations/deactivations for employees in 3rdparty tools like OKTA, Dell Boomi, oracle fusion etc.
• As a Scrum master responsible to deliver MVP (Minimum Viable Product) within budget and timeline.
• With agile deployment methodology responsible to drive daily standups, sprint planning and sprint retrospective.
• Responsible for driving workshops to define requirements for PPM implementation phase1 with major stakeholders and managing projects.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented.
• Developing detailed project and action plans to ensure timely delivery according to requirements

Driving a project as ServiceNow Functional Consultant, Scrum master & Project Manager at an Austrian based global oil, gas and petrochemical company to implement the Workplace Service Delivery Application, so that users can reserve desk & parking space in the office.

• Responsible for driving functional workshops to understand requirements for booking desks and parking by different group of users/employees in an organization
• Responsible for defining functional requirements & interface design with Sipass for opening parking barrier automatically on the basis of employee’s car plate.
• Creating and managing stories in the backlog or in sprint. 
• Responsible for managing project as Project Manager (PM) to define weekly/monthly status reports and tracking budgets/timelines and managing escalations.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented.
• Developing detailed project and action plans to ensure timely delivery according to requirement