PROFILE SUMMARY:

• I have extensive global experience managing SMEs across multiple regions. As a certified ITIL Expert and Sr. ITSM Process Consultant, I provide ITSM advisory services to ServiceNow & BMC Remedy customers in the capacity of implementations, process improvements/re - engineering through adoption of ITIL and Out-of-the-box best practices to enable service enrichment and user experience; assisting clients on ITSM Process maturity assessment and assisting them to identify opportunities that align people, process and technology to drive business needs.
• My focal point has been to help clients identify opportunities that align people, process and technology to drive business needs which enables great service enrichment and improves user experience.
• As an experienced ITSM Process Consultant, and IT Business Management SME, I have a strong Agile-Scrum experience and focus on, but not limited to Service Catalog, Request Fulfillment, Incident, Problem, Service Level Management, Change, Service Asset & Configuration, GRC, Knowledge Management, Service Portal, Survey and Escalation Management, mobile capabilities, Performance Analytics, Project & Portfolio Suite (PPS), Service Modeling Architecture, Service Mapping, Application Portfolio Management (APM), IT Service Continuity, Capacity Management, Information Security and Availability Management etc., facilitating IT leaders visibility and control of their portfolios on a single, cloud-based platform to align IT outcomes to business goals for the true cost, quality, risk and performance of business applications and services.
• I have an extensive expertise in IT Service Management and ITIL best practices, processes, strategic technology planning, and assist in developing cost effective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for effective process maintenance, improvements and provide IT service improvements continually by identifying and delivering on opportunities for efficiency and partner experience sharing standard best practices globally.
• Revamped ITSM processes with focus on ServiceNow Knowledge Management V3, IT Asset Management, Configuration Management, HR, Service Desk Chat, Problem Management; and Service Catalog, Request Fulfillment, Incident Management for IT service enrichment and enhance “User Experience” via Service Portal
• Implementation of ServiceNow ITBM (IT Business Management), Automated Testing Framework, Operational Intelligence, Enterprise Onboarding & Transitions
• Service Mapping Transformation
• ServiceNow Customer Service digital transformation
• ServiceNow Integration between Customer Service Management and Field Service Management applications
• Transformed Global Service Desk ensuring improved service delivery & high CSAT
• Reduced incidents out of SLA by 60% in 6months with focus on high priority incidents
• Out of the Box functionality adoption on Service Catalog by structuring over 270 catalog items into the appropriate service categories with right workflow and approvals in the taxonomy.
• Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping, CI reconciliation and enhanced user experience.
• Lead the design of Performance Analytics dashboard to provide real time reporting for IT leaderships on services owned by them using defined metrics.
• Lead ServiceNow implementation for various ITSM processes Confidential .g. Incident, Problem, Service Catalog etc.
• Lead the migration of Vendor & Contract Models from Oracle to ServiceNow Vendor & Contract Management respectively
• Implemented adoption of incident template on incident record producers to;
• Proactively assign incident tickets to the correct assignment group
• Facilitate automation and routing of incident tickets to the correct assignment group and bypass Service Desk to improve incident response and resolution time from SLA perspective.
• Eliminate error of Service Desk agents not knowing the correct Affected CI to select for incident
• Reduce Service Desk workload in managing intensive ticket queue
• Facilitated Continuous Service Improvement across processes to ensure consistency in ITSM best practices
• Restructure the Service Catalog taxonomy to maintain the Standard Service Request Catalog with reasonable Service Level Targets for standard operational IT services.
• Automated Employee Termination/Offboarding on ServiceNow from various applications such as Fileconnect, Oracle PRG, PKI Certificate, VIP Token, Oracle VeriSign ERP, Jama, Oracle GOICP etc.
• Reduced alert caused by decommissioned devices by 30% in 4months coming from naming convention difference in the CMDB and ScienceLogic
• Integrated Jira with ServiceNow Incident module
• Reduced false alert due to maintenance (Changes) by 15% in 3months
• Reduced unauthorized change changes by enforcing SOX compliance and drive automated approvals
• Reduced delay from vendor in responding & resolving affected services via effective communication and process maturity
• Improved communication to notify impacted Service owners for P1 & P2 Incidents
• Improved communication to notify Service Owners when more than 10 incidents are logged for same CI within 45mins - 1hour
• Increased On-Call number compliance to 98% especially for IT groups that resolve major incident
• Pulled from 97% to 0% of On-Call Calendar for Inactive Assignment Groups
• Reduced aging incident beyond 30days by 35% in 5months and de-activate assignment groups not in use
• Reduced Affected Services with more incidents by 25% in 3months through data cleaning of unknown CI
• Integration of Splunk, ScienceLogic, Appworx and Airwatch with ServiceNow
• Integration of Workday, CenterStone & ServiceNow for employee onboarding & facilities work order
• Migration of Blue Coat Services & employees into ServiceNow platform
• Integration of PeopleSoft Fluid and ServiceNow HR Service Portal & HR Chat
• Implementation of Service Portfolio Management and its categories on the Service Portal
• Facilitated the auto-discovery of employee asset status using Altiris integration with ServiceNow AMDB
• Implementation of Incident Deflection to resolve issues
• Implementation of ServiceNow Project & Portfolio Suite (Migration from HP PPM into ServiceNow PPS)
• Benchmark existing system performance in ServiceNow Upgrade projects (Helsinki to Istanbul etc.)
• Work in a BPC role as a strategic advisor, assisting clients to align ITSM processes to ServiceNow platform
• Data Migration project of Post Mortem Incident Evaluation from SharePoint into ServiceNow
• Participated in asset management initiative & normalization from legacy system to ServiceNow
• Email notifications cleanup exercise for various IT processes on ServiceNow to meet customers’ need.
• Engage in training plans for ServiceNow end user and fulfiller training, as part of knowledge transfer to teams & Train the trainers on IT processes within ServiceNow to accelerate employee competency.

SOFTWARE TOOLS:

• ServiceNow, ServiceNow PPM, Jira, Rally, Remedy, Lotus Notes, PEGA, Citrix, Cisco, SDLC, MS Project, SharePoint, Outlook, Microsoft Office Suite, Salesforce, PeopleSoft, Workday, MS Visio, ERP: SAP
• Excellent use of mock - ups, use cases, process scenarios and process flow diagrams

WORK EXPERIENCE:

Confidential

ITSM Process Consultant Lead

Responsibilities:

• Own and drive the definition and implementation of Business Service Model to align IT and business
• Provide road map and strategy around ITSM tool to align with business and corporate needs
• Work with business stakeholders and business partners to ensure that requirements are met and deliverables are made in a timely fashion
• Monitor execution and drive continuous improvement of processes and methodologies related to Service Catalog, Request Fulfillment, Incident, Problem, Change, Customer Service Mgt, Field Service Mgt, SLM, Service Asset & Configuration, Knowledge, Escalation, Application Portfolio, Service Portfolio, Performance Analytics as implementation matures
• Drive transformation of ITSM Processes with Confidential ’ end clients to conform with ITSM and ITIL best practices and assist in strategic technology planning, and developing cost effective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for effective process maintenance, improvements and IT service delivery
• Transform Customer Service operations to meet key productivity and/or ROI targets via ServiceNow CSM
• Contribute to the full life-cycle ServiceNow implementation and operations processes
• Drive ServiceNow platform improvements based on business needs and pain points
• Articulate upstream business services and downstream infrastructure in ServiceNow platform
• Provide oversight and traction to customers’ issue resolution with guidance from SOC service desk
• Participate in check-point meetings for on-going Service on-boarding activities and implementation deliverables
• Consult with key users & business stakeholders to identify current operating procedures and to clarify program objectives
• Work with vendor, business units and IT teams to understand and build Global IT Service Management capability
• Drive metrics definition for business services in the Service Portfolio to increase speed of service delivery
• Partner with strategic Service Delivery teams in the successful documentation, design & execution of ITSM process governance.
• Provide IT service improvements continually by identifying and delivering on opportunities for efficiency and partner experience sharing standard best practices globally.
• Collaborate with Service Owners and other leaders as a strategic advisor to design and mature existing ITSM process for both IT and Business Services

Confidential

ITSM Process Consultant

Responsibilities:

• Collaborate with the leadership as a strategic advisor to design and mature existing ITSM process for both IT and Business Services to align with ServiceNow platform
• Communicate the ServiceNow Customer Service Management value proposition and key differentiators to prospects
• Develop a strong partnership with designated Product Line Sales Directors, Account Executives and CSM technical team to provide a comprehensive and compelling message to Customer Service across multiple regions & focus on targeting CSM message to specific customer needs via an intuitive and customer-centric service portal
• Define best practices and maturity models for ITSM processes and the governance around them
• Articulate service management concept for Customer Service and the key drivers for Customer Service transformation.
• Evangelize and socialize ServiceNow capabilities among business stakeholders as part of Proof of Concept to facilitate onboarding of business services
• Transform Field Service Management application to accurately streamline the way tasks are qualified and dispatched by dispatchers using precise geolocation to create schedules
• Develop and manage Statement of Work for various implementations on ServiceNow
• Assist in managing, maturing and improving ServiceNow governance & ITSM processes on ServiceNow platform by aligning process documents with tool capabilities, in line with ITIL framework
• Lead requirements delivery for top-down mapping of services (Business services - Applications - Infrastructure via discovery) required for accurate service impact determination
• Develop strategic model for Service Desk continual service improvement that meet business needs.
• Lead requirements delivery on service mapping KPIs and lifecycle to provide IT leadership a service-aware view of infrastructure services on ServiceNow platform .
• Serve as SME in the business of IT to align IT outcomes to business goals for the true cost, quality, risk and performance of business applications and services leveraging PPS, APM and ITFM.
• Build, lead and motivate a high functioning team to deliver IT Service Management and improve user experience embedded in annual enterprise objectives, coaching, performance management and development planning.
• Act as a single point of contact for continuous process improvement on Service Catalog, Request Fulfillment, Incident, Performance Analytics, Problem to ensure process maturity and onboarding of IT Services on ServiceNow platform
• Act as a point of contact for escalations around IT processes in the organization
• Define strategic KPIs for metrics used to evaluate & improve performance of IT services in real time basis to align data, people and goals for driving business outcomes.
• Track and perform ITSM process performance review across IT, provide status to IT leadership & recommend improvement
• Drive process model to align ITIL best practices and ServiceNow tool by considering process, metrics and data requirements with ServiceNow Out-of-the-Box capabilities
• Continually review, challenge and optimize the effectiveness of IT Service Management delivery, ServiceNow platform and the use of automation for improvements
• Conduct regular Dashboard Reviews with business partners for business experience and continuous improvement initiatives
• Ensure ITSM projects and enhancements are prioritized and delivered per IT SMO processes and standards utilizing ServiceNow platform data governance and development best practices.
• Facilitate adoption of automation between teams to improve productivity & reduce bottlenecks across IT processes
• Collaborate with business units to successfully rollout our products to achieve great customer experience
• Partner with ServiceNow platform team & provide guidance to deliver great products to our customers
• Assist key stakeholders to define standard use cases, review, refine and document requirements and other business needs of existing and target customers that clearly articulate desired product functionality
• Assist to build business requirements in the development of future functional requirements and help ensure the IT process governance is adhered to
• Work with key stakeholders to gather & interpret business needs in the DevOps through enhancements intake process
• Act as primary customer contact for all high-level IT service and ITSM process related enhancements, enquiries and issues
• Ensure that the ongoing Service delivery and support meet agreed customer requirements
• Identify opportunities for Service Improvements, discuss with the customers and initiate changes for improvements

Confidential

Sr. ServiceNow Business Process Consultant

Responsibilities:

• Expertise in story grooming, writing UAT test plan and writing test cases
• Document user stories during and after the workshop on various ITSM processes in ServiceNow
• Drive customer service transformation by ensuring that customers have their choice of contact options with omni-channel engagement; their issues are quickly routed to the appropriately skilled agents & automate recurring requests via online customer service portal, deliver solutions via a comprehensive knowledge base, and provide customers with a community of peers and experts.
• Transform Field Service Management to accurately match tasks to agents based on agents’ skills, geographic territory assignments and inventory, using auto-assignment criteria
• Define relevant attributes for Business Services via Service Mapping as it interfaces devices and business applications using discovery and mid server
• Capture requirements for top-down mapping of services to provide visualization of state of business services
• Document requirements for discovery and mapping of attributes of devices, applications and configuration profiles
• Ensure accuracy in relationship in service mapping dependencies from top-down (business to Infrastructure)
• Define automated process to log incident or problem (root cause) for identified anomaly in service mapping relationships
• Define metrics on Service Mapping dashboard to allow the leadership have visibility of impacted business services
• Provide advisory services and support with Service Mapping, Incident, Change, Problem, HR Case Management & HR Portal, Knowledge, Service Catalog Management, Request Fulfillment, Service Asset & Configuration Management and Integration leveraging the Out of the Box best practice and ITIL framework to deliver enriched IT services.
• Manage customer expectations and ensure the tasks are estimated and performed on-time with high-level customer satisfaction and quality requirement management
• Ensure work is performed compliant with client and contractual policies and processes
• Lead business process analysis efforts from data gathering, requirements analysis, demonstrations, interviews, documenting meeting results, proposing design options and recommendations, documenting functional design specifications, working with technical developers/administrators, testing solutions and training
• Implement ServiceNow Connect for HR Chat through HR Service Portal
• Enhance HR Service Portal with dedicated MSS page for Division HR Managers (role based)
• Capture requirements on ESS HR Portal page to allow end users to submit inquiry by creating HR case, view their cases, search HR Knowledge - KB articles specific to HR, review, add comments & attachments to an existing HR case.
• Enhance HR with multi-tier HR KB articles using user criteria for ESC (ESC tier 0, ESC tier 1 & ESC tier 2 KBs)
• Enhance HR Service Portal allowing HR users to access a secondary HR Service Portal to view manager-level transactions, toggle between Manager view & ESS view and utilize Connect Chat window
• Enhance HR Service Portal for Chat to allow MSS role and HR Division role personnel to be able to chat with ESC Call Center agents (specific to HR Fulfiller Assignment group) to allow chat to HR Case ticket creation and to allow ESC to attach KB articles within the chat for end users’ visibility
• Enhance HR MSS forms for onboarding, life cycle and offboarding
• Drive requirements/user stories for near real time uni-directional integration between PeopleSoft and ServiceNow for employee changes (Onboarding, Offboarding, demographic data role change, status changes, SMS/Text & email notifications, reassignment of tasks associated with inactive users to active users based on roles and delegates etc.)
• Drive requirements ( Confidential .g. fields mapping) and create user stories for Integration between Workday and ServiceNow for employee changes (Onboarding, Offboarding, demographic data role change, status changes, SMS/Text & email notifications, reassignment of tasks associated with inactive users to active users based on roles and delegates etc.); for enhancing HR dashboards to improve HR service delivery performance
• Drive requirements and create stories on HR roles and permissions related to ESC user, Manager Self Service, HR Self Service, Employee Self Service, and transaction role, MSS user, ESS user, Division HR and HR Approver

Confidential, CALIFORNIA

Sr. ServiceNow Business Analyst Lead

Responsibilities:

• Performed requirements gathering and validate requirements with IT process owners & business
• A point of contact between business & technical teams for application development and post production review
• Ensured adherence to ITIL best practices in various ITIL processes supported on ServiceNow platform
• Revamped of Service Catalog and process consolidation of all catalog items to align with business services.
• Maintained Out of the Box functionality consistently to reduce customization on ServiceNow platform
• Assisted in onboarding of CIs and assets into the CMDB and AMDB respectively ensuring business and application services are mapped with various ITIL processes such as Incident, Problem and Change
• Worked with CI Class Owners and Service Owners to improve data management and create additional system interface between ServiceNow and SFDC
• Created & prioritized a backlog of requirements through development of User Stories in ServiceNow
• Facilitated the use of baseline differences in the CMDB to update CIs, their attributes and relationships
• Participated in Detailed Platform Assessment with ServiceNow Engagement team
• Captured requirements for the design of SACM, Discovery and Service Mapping dashboards respectively
• Performed regularly health check on CMDB CI table hierarchy and facilitated the updates of CI status & periodic ITSM process audit for other ITSM processes.
• Assisted in the cleanup of duplicate CIs in the CMDB through ServiceNow discovery
• Engaged in requirement reviews to verify enhancements intent & business value outcome of the enhancements.
• Reviewed Change requests and provided approval for Infrastructure RFC to promote new Services into Production
• Facilitated the automation of removing business relationships for retired assets.
• Managed workflows in Service Catalog of low to moderate complexity with approval steps and task activities.
• Created catalog items requirements and mock up in Sandbox to validate requirements with clients.
• Supported functional/regression testing activities in for system functionality releases and upgrades
• Participate in reviewing process to minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT infrastructure
• Monitor SLA compliance to ensure adherence to business needs
• Engage in establishing and reviewing of SLAs that support business goals of IT services
• Assist in coordinating the process integration between incidents with other related records
• Validate requirements from stakeholders and maintain process flows, use cases, information needs, test scenarios, and obtain functional design specification approvals.
• Trainer on ServiceNow upgrades and User Interface (UI15 and UI16), new functionalities, Visual Task Board, incident triage & Applications Support Tree Initiatives in Confidential across about 40 countries
• Engage in testing validation and obtain business approvals in QA/UAT on stories for scheduled deployments during sprint
• Provide demo of passed stories for process owners & clients to obtain sign off in UAT instance.
• Enhanced Incident record to capture Major Incident activities on ServiceNow tool in line with IT governance.
• Provided On call support (War Room bridge call) for replication processes during Confidential -Veritas split project in 2015 and onboarding of Blue Coat IT Services & employees in 2016.
• Collaborated with SMO, Process Owners & Service Catalog Manager to develop, implement and maintain the IT service request fulfillment process for enhancements intake of catalog items.

Confidential, HOUSTON, TEXAS

I.T Business Analyst (ServiceNow)

Responsibilities:

• Facilitated requirements for process evaluation of new or existing services through onboarding process of applications & other IT services to provide standard and quality business services
• Coordinated relationships between business & technical teams to build user stories to be approved for Sprint
• Liaised between IT and business to gather & validate requirements to meet business needs in different ITIL process areas - Service Catalog, Request Fulfillment, Change & Incident Management
• Execution of ServiceNow PPM, knowledge management, incident, problem, change and HR case management through agile development and delivery
• Built process document that aligns Disaster Recovery Managed documents with application services in the CMDB
• Facilitated meetings with stakeholders to gather and document requirements and explore technical solutions.
• Assisted in the enhancements intake of requirements into backlog for optimal service delivery
• Review, analyze, manage backlogs (stories & defects) from process owners and get final sign off
• Assisted in enhancing Technology Self Service portal to meet users’ needs.
• Coordinated the transformation of hardware asset management lifecycle from IBM Maximo to ServiceNow.
• Monitored and provided trend analysis in SLAs & assist in SLA definitions
• Wrote and reviewed extensive sets of test scripts used for QA Testing & UAT testing.
• Engaged in Root Cause Analysis process review of Known Errors in Problem Management
• Ensured that all recurring related child incidents are associated with parent to manage duplicate incidents
• Created, reviewed and detailed user stories for enhancements on various ITIL process areas
• Managed procedures for the submission, review and authorization of Change Requests.
• Developed the KPIs design and run global “ITSM monthly Performance metrics report” with scheduled reports in ServiceNow and compare with IT Services Scorecard to meet strategic goals
• Created test plan to include test script, test result & test scenarios in ServiceNow instances
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect & report unauthorized changes.
• Identified, negotiated and resolved potential change conflicts and collisions resulting from CAB.
• Assisted technical teams to follow the ITSM processes and collaborate on continuous improvement and quality of service

Confidential, HOUSTON, TEXAS

SAP Analyst

Responsibilities:

• Provided L1 / L2 support for SAP Security & Basis team in processing user access requests (U.S & Canada) on daily basis for ECC/APW/BOBJ access and grant roles to users
• Designing SAP metrics and run leadership reports on ServiceNow to assess service performance
• Gathered & validated requirements for improving SAP Service Catalog & reporting capabilities in ServiceNow
• Detailed & managed backlog (stories & defects) for SAP application development on ServiceNow
• Contributed to continual process improvement for tickets & queue management in ServiceNow.
• Reviewed all SAP fire fighter logs approved by the appropriate business owners
• Prepared and maintained SAP metrics & reports in ServiceNow.
• Created & maintained users in Portal systems (Employee Portal, BPC and NetWeaver).
• Performed fit gap analysis and other test scenarios, training as needed & UAT
• Provided approval for SAP tickets and assigned to specific SAP assignment group for fulfillment

Confidential, HOUSTON, TEXAS

Business Process Support (ServiceNow)

Responsibilities:

• Facilitated analyzing & gathering of requirements between Business units and IT, identifying and utilizing synergies across IT Organization to improve existing ITIL processes on ServiceNow platform.
• Act as a liaison to interface with internal business partners and the advocate for the business needs support teams - manage customer expectations and perceptions to build customer confidence
• Performed review of change requests (RFC) through risk assessment, SOX documentation
• Collaborated with different business stakeholders to prepare as-is and to-be process documentation while educating them on ServiceNow platform Out-of-the-box capabilities
• Acted as ServiceNow training documents reviewer prior to uploading in team training site & Learn Central
• Designed test scripts, UAT testing and logged defects through ServiceNow SDLC
• Engaged in due diligent document review to ensure clients’ needs are met per SLA

Confidential, HOUSTON TX

ServiceNow Analyst

Responsibilities:

• Gathered business requirements from business stakeholders & transformed them to user stories
• Wrote and reviewed user stories, use cases and created process flows
• Created ServiceNow business requirement and designed documents as output from facilitating requirement gathering workshops and liaised with ServiceNow developers
• Wrote test scripts and performing test script validation, bug/defect finding, performing SIT and UAT testing and supporting the customer with testing.
• Aligned SLA/OLA to achieve better service throughout the commercial customer base.
• Reviewed the backlog of enhancements and user stories and create cadence to facilitate acceptance of stories for development
• Participated in scrum meetings/standup to provide improvement of service delivery
• Developed the business requirements document (BRD) for the project
• Provided subject-matter expertise in the discussions with senior management and key stakeholders in the development and improving ITSM processes
• Provided periodic status to the project team and, where required
• Collaborated with the solution vendor’s BA to develop the detailed solution requirements (functional and non-functional)
• Coordinated the review of solution requirements with relevant stakeholders and subject matter experts
• Participated in the review of design artifacts to ensure alignment with the business and solution requirements
• Create test cases & Perform functional testing
• Coordinate user acceptance testing (UAT) for the end users