Jyotsna Sharma Email & Phone Number

St Leonards, New South Wales, Australia

• Contributed to pivotal technical projects like School Vaccination Program (SVP), Digital Baby Book (DBB), eApproval.• Coordinated project tasks across phases, including planning, estimating resources, and maintained schedules in ServiceNow PPM and MS Project.• Managed the state-wide implementation of SVP, significantly affecting NSW Health Immunisation clinicians/coordinators.• Maintained project control documentation, RAID registers, and other artifacts for transparency and alignment.• Contributed to project risk assessment and mitigation planning, maintained risk registers in alignment with PMO guidelines in ServiceNow PPM • Conducted gap analysis and developed process models for current and future state to arrive at an improved state.• Supported Service Transition activities including service definition document, support models, Technical Project acceptance committee (TPAC) and Helpdesk knowledge articles. • Created, managed change requests, to seek Change Advisory Board (CAB) approvals for change requests.• Assisted in benefits management, supporting Benefits Analyst in documenting, and tracking project benefits.• Created a comprehensive 'Project Closure Report,' summarizing outcomes, achievements, and lessons learned with stakeholders.• Contributed to financial management by developing project cost models and collaborated with financial analysts to finalize project financial reports.• Established effective communication channels with teams, stakeholders, and vendors, facilitating committees and consultations.• Implemented project change management activities and communicated updates and processes to stakeholders.• Contributed to readiness checklists for steering committee approval, encompassing technology, business, and implementation.• Prepared briefs and managed documentation. • Developed and managed comprehensive governance reporting, creating an end-to-end schedule of activities to ensure transparency and alignment across working groups.

Sydney, New South Wales, Australia

Worked in Digital/Platform Transformation project which focused on making Lendi Group Platform ready for the new and existing business to facilitate merger of Aussie, Lendi and Domain into one group.• Managed assigned program through various phases from business case development to implementation. Tasks include planning and estimating resource requirements, budgets, and project costs, identify project tasks, and allocating work for resources as required. • Maintained project control documentation including the project schedule, risk and issue register, assumptions, and dependencies register (RAID), action log and other artefacts as required. • Developed and managed end to end governance reporting through schedule of activities. • Supported Program Change Board in terms of change requests templates, procedures, document relevant change docs, comms, and governance.• Documented and regularly assessed the processes (current and future state) for continuous improvement activities to create efficiencies.• Weekly engagement with stream leads of working groups to capture updates/ close out pending tickets under respective Epics of the Jira Board• Provided financial coordination on behalf of the program and its projects.• Updated fortnightly status on Jira Epics to track quarterly KPIs for all the working groups and informing the program director of any deviations from agreed baseline.• Created/ updated Jira dashboards to capture insights for follow-up on due dates, risk rating, priorities, unassigned, dependency, assumptions etc. for overall health of the Jira board. Assessed project risk and mitigation action via Jira Risk Dashboard.• Ensured all documentation pertaining to the deployment of new projects/services is accurate and is handed over to the operational teams.• Assisted PMO in terms of project status reports and financials to achieve program level portfolio reporting.• Recorded and updated KPI/Steering meeting minutes on Jira/Confluence/Teams.

Parramatta, New South Wales, Australia

Worked in DTI (Digital and Technology Innovation), NSWPF under IPOS (Integrated Policing Operating System) Program. • Managed the development and implementation of projects, including all aspects of project planning, coordination of resources and reporting requirements, to ensure project outcomes are achieved on time and within the agreed scope.• Worked closely with cross business project teams to fully understand the background and outcomes of each project. Continually adapted to business requirements to deliver business objectives.• Supported service transition into BAU and to provide a formal approach to verifying and ensuring operational readiness prior to deployment of systems/products into a production environment.• Ensured the Services have a fully developed end to end support structure, including processes, SLAs, KPIs monitoring commensurate with business requirements and priorities.• Evaluated project achievements and adjusted plans accordingly. Established performance outcomes, measuring key project goals, and defining monitoring, reporting and communication requirements.• Engaged project stakeholders to analyze, implement, and update processes by utilizing sound process improvement models and techniques.• Provided regular project status reports to senior management and key stakeholders.• Worked with change and release management to set stakeholder’s expectations.• Supported Program Director in benefit management by maintaining and updating benefits realization register, chasing Benefits Owner for due dates in tandem with the delivery milestones.• Created ‘Project Closure Report’ to document project results and outcomes, project key achievements and lessons.• Communicated with project teams, key stakeholders and vendors to create, organise committees, working groups and consultations for program updates, processes/follow-ups,• Assisted DTI PMO in terms of project status reports and financials to achieve program level portfolio reporting.

Parramatta, New South Wales, Australia

Worked in Projects and Innovation team of People and Culture (HR), NSW Department of Education.• Provided a range of project management and support services, including preparation of reports and briefs, coordinating resources, maintaining project documentation, implementing and monitoring project plans, to ensure project outcomes are achieved on time, on budget, to quality standards and within agreed scope.• Undertaken research to identify a wide range of supplier options to support procurement planning and decision-making aspects of the assigned projects.• Designed and implemented an effective work-stream change approach which delivers the successful transition of processes whilst influencing customers to adopt the new solution.• Coordinated preparation of requests for proposals, assisted with vendor evaluation and selection process to ensure the chosen vendor meets business requirements.• Controlled income/expenditure for reconciliation/budget tracking and managing invoice payments and purchases for a project. • Communicated with key internal and external stakeholders and facilitated exchange of information and support project completion in line with project plans.• Compiled and analysed data sources and information to identify emerging issues and trends on supply and demand activities of workforce planning to support informed decision-making and planning.• Prepared testing documentation including test strategies, test plans and UAT scenarios andcoordinated and monitored testing of new solutions.

Redfern

Worked in Service Transition Team, ‘ITD’ (Information Technology Directorate) of NSW Department of Education. • Supported service transition into BAU and to provide a formal approach to ensure operational readiness prior to deployment of systems or products into a production environment.• Produced required service design and transition reports and documentation.• Continually adapted to business requirements and demand, enabling the business to meet its objectives.• Ensured all documentation pertaining to the deployment of new projects/services is accurate and is handed over to the operational teams to be maintained.• Assisted in providing Customer Service teams with continual updates and readiness assessment on projects and other related activities.• Worked with change and release management to set stakeholder’s expectations regarding any change, raising awareness of the change justification and benefits.• Supported transition manager and represent where required the transition service team at project meetings to define and implement service acceptance criteria for both new and changing services.• Facilitated weekly meetings to ensure consistency/compliance and drive incident resolution.• Liaised between business owners, project managers, design teams, operations teams and vendors - E2E stakeholder mgmt.• Produced required service design and transition reports and documentation• Ensured all documentation pertaining to the deployment of new projects/services is correct and is handed over to the operational teams to be maintained.• Ensured the Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, and monitoring commensurate with business requirements and priorities.• Worked with PMO to act as a gate keeper to ensure effective Operational Readiness.• Ensured that all tasks listed in service transition checklist are delivered with a formal sign-off from key stakeholders.

Parramatta

Worked in Business Operating Model of ‘Shared Services’ of NSW Department of Education. My key responsibilities are• Ensured the project team understands expected goals and acknowledge success.• Effectively identified and managed project stakeholders.• Identified resource needs and ensured project goals were achieved within budget and deadlines.• Identified changed priorities and ensured resource allocation met new project/business needs.• Utilized expertise to achieve work outcomes.• Ensured current work plans and activities support and were consistent with organizational change initiatives.• Evaluated project achievements and adjusted future plans accordingly• Established performance outcomes and measured key project goals, and defined monitoring, reporting and communication requirements.• Effectively communicated the project strategy and its expected benefits to others.• Effectively communicated with Project Management counterparts, customers, stakeholders and vendors to ensure alignment with project objectives.• Monitored the completion of project milestones against goals and initiated amendments where necessary. • Identified opportunities to work collaboratively with other teams to solve issues and developed better processes and approaches to work.• Evaluated progress and identified improvements to inform future projects• Provided regular project status reports to key stakeholders.• Facilitated project meetings and produced meeting documentation.• Integrated best practices in the project environment to ensure continuous process improvement.• Engaged project stakeholders to analyze, implement, and update processes by utilizing sound process improvement models and techniques.• Facilitated weekly meetings to ensure compliance and drive incident resolution.• Facilitated workshops with stakeholders/management to drive change management as part of the Project Management Plan.

Sydney, Australia

• Drawing inferences from process details and linking these inferences to the big picture by considering business objectives in identifying process improvements.• Working with business teams and the IT Department to find the best way to design new processes and solve process-related problems.• Analysing process models as they are (As-is), comparing them with the future and improved designs (To-be) and determining the necessary changes for arriving at the improved state. • Designing business processes (To-be) and managing any subsequent changes to them.• Identifying, documenting and analysing business rules that govern the implementation of business processes.• Writing Business Process Management System (BPMS)/IT specifications to be used by the developers for process automation.• Testing and executing processes using the BPMS to ensure that the right results are achieved.• Monitoring and measuring the effectiveness of processes to ensure consistent value delivery.• Meeting with end users, observing processes in action and meeting the key stakeholders of the project.• Designing and implementing new systems this may involve data manipulation and business analyses using spreadsheets and database tools.

Sydney, Australia

Roles & Responsibilities:• Built databases and provided capacity solutions.• Managed day to day service delivery for QS.• Attended project meetings and documented minutes of meeting.• Created and maintained project schedule and dependencies.• Prepared and updated project expenses.• Coordinated procurement of IT hardware and software on project by project basis.• Coordinated and liaised with contractors/professionals and internal resources.• Produced weekly project status reports.• Provided timely and accurate communications with all project stakeholders.Recent accomplishments• Created Capacity Model for QS team.• Extensively optimized travel to meet project budgets.• Conceptualized a technical solution to revamp on-site data collection. Lead the implementation and business adherence of the whole process. The new solution saved a lot of manual processing time. It is easy to collect and back up data. Less time is taken in proof reading and meeting project quality parameters.

Queanbeyan Nsw

Critical Responsibilities included Project Administration, Contract Administration, Safety Administration and Quality Administration.Responsibilities specific to Project Administration• Created new project budgets.• Established & administered project procurement plans.• Revised project documentation as required and managed documentation registers.• Identified, priced, drafted and submitted project variations and managed project variation registers.• Drafted & submitted project RFI’s and administered RFI registers.• Drafted & distributed project meeting minutes.• Followed up on meeting minutes, RFI’s, variations and all other project activities until closed and updated registers accordingly.• Created & administered Project Quality & Safety plans.• Created project quality & safety forms in electronic format and interfaced with the business intranet to enable all forms to be created remotely.• Created and implemented project process flows and project management procedures.• Created and implemented intranet lists and interfaced with process forms to ensure live data capture.• Created & provided Project Financial, Quality & Safety reports.• Provided timely and accurate communications with all project stakeholders.• Created new contract guidelines and ensured all project personnel are aware of and abide by contract conditions.• Ensured RFI’s variations, project claims and project correspondence is submitted in accordance with the relevant project contract.

Gurgaon, India

EXL had acquired American Express Business(GTSC India) in 2010. The Employer was changed but the job responsibilities were same as American Express.

Gurgaon, India

• Innovated, Developed and Streamlined Practice line (Service Line) to create a New Revenue Source for the business and support existing Client facing teams to Improve Sales Revenue.• Applied LEAN Principles to Improve/Optimize New and Existing Business Processes.• Worked in Assembly Line of Operations.• Regular communication with Consultants and clients to Review Program Performance and Future Strategies, to ensure proper blend of preferred suppliers within each client’s program.• Led a team of Five Business Analysts and provided guidelines as a Subject Matter Expert.• Worked with peers to Develop new Processes, Optimse Existing Processes and client offerings, solve problems and investigate issues.• Shared knowledge & provide New Insights and Developments with other analysts in order to aid in development.• Operated in a team-oriented environment with a strong sense of responsibility towards team members and engagement objectives.• Contributed to the Profitability of Projects and ensures High Quality Deliverables that exceeded client’s expectations.• Key resource in developing a sellable story out of Quantitative Data so that a travel engagement can be sold to the client.• Communicated with all departments within EXL Services and American Express Advisory to fulfill client requirements in a prompt and efficient manner.

Noida, India

At Patni Computers, I was a team member of MERCER HR Services – dealing with HR outsourcing in US Defined Contributions. Mercer is one of the USA’s leading HR services providers.

Gurgaon, India

Role & Responsibilities: •Sophisticated data management, ensuring seamless data mining and transfer.•Frequent communication and collaboration with client teams to ensure consistent messaging.•Issue identification and resolution by the integrated plan management team, ensuring prompt, effective handling of health plan challenges•Resolution of HR related edits for a multiple clients.•In whole handling A to Z work of major clients. I handled almost every process for them; be it their retirement plans, pension plans or health plans.•Excelled in Payroll work, which is recognized as high-end work.•Worked towards Process Improvements •Built primary and backups for the clients assigned to me as a part of BCP (Business Continuity Plan).•Conducted Team wise presentations to train the team members in key areas..

Gurgaon, India

Role & Responsibilities: •Worked in voice-based process of Daksh in Citibank SOS. I used to attend inbound calls regarding Student Loans for which information was given, an appointment was taken from the key customers so that a Citibank Associate visits them in US to pursue the talk further.•Worked in Marsh- Claims. This is a back end process in which health claims were processed for a Third Party Administrator, Marsh

New Delhi, India

•Worked as an individual contributor for Biotek (super specialty division of Nicholas Piramal India Limited), which involves marketing of Super specialty pharmaceutical products like monoclonal antibodies, recombinant DNA technology HIV products for Delhi and NCR. These were the patented products of F.Hoffmann La Roche Ltd. Marketed by Nicholas Piramal India Ltd.•Traveled within the territory assigned. Conducted seminars and meetings for drug promotion.•Visited drug dealers to promote primary, secondary and tertiary sales.•Provided the target audience (medical specialists) relevant clinical trial reports for drug promotion.