Jan 2019 – Present · 7 yrs 2 mos

• Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk
• Client Management: Manage expectations and day to day interactions with executive clients and sponsors
• Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
• People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

Oct 2018 – Present · 7 yrs 5 mos

Jun 2014 – Jan 2019 · 4 yrs 7 mos

• Service-now Administration experience in various modules like Incident, Change, Problem, Service Catalog, Homepage Admin, Service Level Management, System LDAP, System Import Sets, System Mailboxes, Workflow, User UI actions, System Update Sets, System Web Services, System Policies, System Applications, and System Definition.
• Perform CMDB related changes in the existing instances without a negative impact on production data.
• Implement ServiceNow system upgrades and apply patches
• Create registry events, Business rules, email templates, and Email Notifications as per the customer requirements.
• Configure and troubleshoot LDAP integrations.
• Create, customize and troubleshoot Workflows.
• Create, customize and troubleshoot SLA’s.
• Create Homepages, Gauges, Reports with the database tables.
• Create Service Catalogs, Catalog client scripts, variable sets, UI policies.
• Create form buttons, context menu items using UI Actions.
• Implement email-based integrations & standard web service integrations to meet the business requirements.
• Hands-on with ITIL Process implementation.
• Adhere to Agile Methodology for creating enhancements and new functionalities in ServiceNow.

Jun 2012 – Jun 2022 · 10 yrs

• Provided subject matter experience, thought leadership for process implementation and improvement.
• Provided IT Service Management advisory consultation to a wide range of customers with different maturity levels and ITSM tools.
• Drove process improvement and implementation strategy across large and complex customers
• Conducted interviews with key business users to collect information on current state of operations, business processes, requirements and desired future state
• Identified process inefficiencies through gap analysis, offered recommendation to bridge identified gaps, mapped process activities to desired outcomes to rectify operational inefficiencies.
• Documented business processes and procedures to meet changing business needs.
• Assessed the impact of current and future mode of operations on key impacted stakeholders, designed and implemented organizational change management plans to transition organizations to future state with minimal/ no impact to current operations
• Designed and implemented test plan, test scenarios and test cases as applicable
• Acted as a process consultant for a multinational mining organization in BC, improved and consolidated key ITSM processes (Incident Mgmt, Problem Mgmt, SACM/CMDB, SLM, Service Catalogue, Change Mgmt, and ITSM Governance Models
• Acted as process consultant for a governmental health authority; improved existing key ITIL processes adoption (Event Mgmt, Incident Mgmt, Problem Mgmt, SACM/CMDB, SRM and Change Mgmt).
• Executed sprint planning provided support to all project teams