Curtin Graduate School of Business

Visvesvaraya Technological University

Manav Bharti School

Staff Technical Support Engineer - Federal at ServiceNow

ServiceNow

Staff Technical Support Engineer - Federal

	Management of BHP's Service Now support team (Australia and India)
	Convert business requirements into high level and low level design and conduct client meetings to present technical solutions 
	Design systems / procedures for change management within business operations including mapping business processes to system, studying workflow to design system solutions, ensuring business functionality adherence and enhancing competitive advantage. 
	Elicit business requirements including through workshop facilitations.
	Prepare detailed user stories per software development requirements by liaising with cross functional teams, participating in planning session and preparing requirements backlogs.
	Facilitate/co-facilitate Agile rituals and workshops and continuously monitor the team throughout the sprint to confirm that the team is on target to complete the planned task
	Experience in IT Project Analysis and Software Development Life Cycle including service transition, project management and stakeholder management. 
	Represent the company in weekly service review calls with client stakeholders
	Proficient in using test management tool Quality Center for test planning, design,  analysis, execution, defect tracking and reporting using JIRA 
	Knowledge of application integration and testing
Service now
	Service now Catalogue management support and development
	Design and implement solutions for Service portal, incident, problem, change, service catalog, CMDB, asset management, reports and event management
	Manage CIO Pulse implementation for BHP
	Provide guidance to teams on design and solution scenarios
	Implementation and management of event Management, orchestration, catalogue automation 
	Identify improvement opportunities and translate them into business propositions

Cognizant

Infrastructure Team Lead

Service now
	Service Now CMDB global design and deployment, support
	Integration of Operational Technology/PCN processes with Service Now; Change Management
	Catalog design and development
	Service Now Service Mapping implementation for Enterprise and Operations
	Service Now integration with 3rd party tools OBS clarify (e-bonding) and SAP
	Vendor selection and management 
	Plan, manage and drive global transformation projects using Agile, SCRUM framework
	Manage the integration of multiple Services and/or (internal and external) Service Providers and delivery units
Business analysis and project management
	Conducted cost value analysis and obtain buy in from the project sponsors within executive management
	Led the requirement and scope gathering from the stakeholders and documented them. 
	Created the Project schedule for the integration module. 
	Conducted feasibility analysis and stakeholder engagement to gain their buy in
	Prepared detailed and clearly written product requirement specifications, acceptance criteria based on stakeholder needs and coordinated reviews of the requirements with internal partners
	Performed GAP analysis to identify deficiencies in the existing processes and technologies and documented the enhancements required
	Conducted change implementation and executed communication plan for all the South32 users

IT Service Management 
	Design, develop, implement Enterprise Incident, Problem, Service Desk, and Change management processes 
	Design, develop, implement Enterprise Configuration and Asset management process

South32

Principal Configuration and Service Integration

- Manage IT transtion and setup focussing on Service Management, Sharepoint, infra migration, solution design, software test strategy & plan build, end user engagement.
- Implement ODP model for BHP Billiton Cannington while building process roles, standards & best practices around change management in IT & OT domains, vendor management.
-Provide guidance on industrial network and information technology systems and services adoption per BHP Billiton standards & ITIL Service Management processes
-Build Industrial network transition plan, lead and manage the transition project, build service transformation architecture (service desk, data, CMDB)
- Responsible for project co-ordination of Service Now tool deployment
- Experience of PCN-operation technology, application deployment 
- Track the progress and quality of work being performed by vendor is per design disciplines and requirements
- SME of Change management, Configuration Management, Incident/Problem management
- Service Now deployment, OBS clarify (e-bonding) and SAP 3rd party tool integration
- ITIL Service Transition, Operation, Design 
- Develop project proposal, Project benefit analysis
- Configuration Management Database build and design
- Process Deployment of Asset, Configuration, Change, Incident, Problem, Knowledge management
- Transition of tool, process adoption (from remedy to Service Now) and process transformation
- Vendor Management (CSC, IBM, Accenture)
- User requirements Analysis, Testing (Functional and technical)
- IT Business Analysis
- Project management

Standards & Change Lead

Business analysis and project management
	Managed all aspects of project such as initiation, planning including budgeting, scheduling, task assignment and tracking, change management, status reporting and risk management. 
	Delivered the solution from requirements gathering to high customer satisfaction.
	Managed transition considering the risks and mitigations plans. Prepared functional requirement document and other project related documents including requirement traceability matrix.
	Supported the project level reporting site and performed day to day reporting activities. 
	Assisted with project management tasks such as creation of metrics reports, milestone reports and effort estimations. 
	Analysed user requirements and translated them into functional requirements. Engaged stakeholders to elicit requirements and drafted functional requirements using models/diagrams to represent processes and functions involved
	Worked closely with business and IT teams to gather input to support ongoing business needs for ServiceNow configuration, implementation and support.
Service now
	Managing end-to-end infrastructure to support Service Now application
	Designing systems and procedures for ServiceNow Change management/Incident Management in business operations entailing mapping of business processes, studying workflow to design solutions, ensuring business functionality adherence and enhancing competitive advantage.
	Preparing business requirements for new ServiceNow applications to facilitate rollout of new functionality, interfaces, modules and other items such as UI and Workflow configuration.
	Collaborating effectively with other ServiceNow administrators/developers to develop solutions and handle general updates and configuration changes/requests.
	Ensuring the latest releases of ServiceNow applications are implemented in a timely manner with minimal or no disruption to IT operations.
	Building and maintaining Configuration Management Database.

Technical Lead - ITIL SME, Infrastructure Transformation

- SME Change management, Incident/Problem management
- ITSM - Service Transition, Operations, Design (Service Now, Remedy)
- Incident & Problem Manager
- Change & Release process governance
- Technical Project Management for Infrastructure transformation projects (visualization of servers)
- Vendor Management (CSC)
 - Process migration, data integration from Remedy to Service Now.
- Service Now tool adoption, Customization, User training, compliance per ITIL framework
 -Responsible for end to end service management of all Infrastructure, application & data related Critical Incidents and ensuring that agreed process is adhered to in view of attaining required service levels based on ITIL Processes & Methodologies and Management tools.- Delivering training for Service Management tool adoption, prepare training document and deliver training to database technical team on ITIL incident and problem management processes. 
- Preparing incident, problem ticket data extracts for reports and presentation
- Business analysis planning and monitoring to determine activities which are necessary in order to identify and define relevant stakeholders, select appropriate techniques and processes to manage requirements and constant assessment of progress.
- Drive operational excellence by introducing best practice service management principles throughout IT & Operations
- Performing Risk Management of business critical infrastructure and escalating high risk issues to senior management
- MSSQL Server, Oracle database analysis, design, development, implementation, testing, and maintenance of application systems in the Internet/Intranet, Client Server environments for SAP systems

ITIL Problem Manager

- SAP ECC, solution manager deployment, testing, build infrastructure environment, test, end user engagement
- SME Change management, Incident and Problem Management, config mgmt
- Responsible for end to end ITIL Service management, problem and incident management of all Infrastructure, application & data related Critical Incidents and ensuring that agreed process is adhered to in view of attaining required service levels based on ITIL Processes & Methodologies and Management tools.
- Initiate and Drive Continuous Service Improvement to ensure stable infra and business
- IT experience with core back ground in Database management SAP Basis administration and Consulting. My deliverable includes Oracle, MS-SQL database support, SAP (solman) EHP Upgrade, Implementation, Configuration, Performance Tuning, Supporting the SAP environment (such as R/3, ECC, BI, EP, Solution Manager, etc.) and Problem Management for database platform.
- Experience in the MSSQL Server database analysis, design, development, implementation, testing, and maintenance of application systems in the Internet/Intranet, Client Server environments for SAP systems
- Business Client Handling and Project Transition and business proposals, data analysis, process development and improvement
- Developing and implementing processes and procedures 
- Business analysis planning and monitoring to determine activities which are necessary in order to identify and define relevant stakeholders, select appropriate techniques and processes to manage requirements and constant assessment of progress.
- Preparing and updating Operational service documentation including detailed flow charts and infrastructure diagrams 
- Generating monthly service level reports and statistics
- Preparing and updating training documents and provide training to new team members
- Analyzing data, Identify and proposing opportunities for Service improvement

Pari Parimal