Kavita J. Email & Phone Number

Sydney, New South Wales, Australia

Current responsibilities includes wearing multiple hats to perform different roles such as working as Engagement Manager, Project Manager, Pre-sales, Resource Manager & Practice Lead.•Workshop with Customers from various domain such as banking, financial, health etc., •Understanding their business process & their respective use cases to achieve the business outcomes,•Gathering those business requirements to develop in lower instance by translating them in technical… Show more Current responsibilities includes wearing multiple hats to perform different roles such as working as Engagement Manager, Project Manager, Pre-sales, Resource Manager & Practice Lead.•Workshop with Customers from various domain such as banking, financial, health etc., •Understanding their business process & their respective use cases to achieve the business outcomes,•Gathering those business requirements to develop in lower instance by translating them in technical requirement/design,•Engage customers in multiple workshops demonstrating the functionalities and features of ServiceNow, gathering high level requirements from customers, managing end to end execution of SN projects in an agile way. •High-level technical design for integrations, AD SSO Integration, Virtual chat bot, implementation of SN from BMC Footprints•Project planning - Project planning on tools such as Kanban, Ms Project, ServiceNow Project planning etc, Effort estimate, Risk identification, Blockers , Managing risk such as Resource crunch/unavailability, Frequent change of scope/requirement of the project.•Release Management – Managing the Sprint to release the enhancement /defects to ServiceNow Production environment (agile method) based on prioritisation & business requirements.•Risk Identification – Identifying risks related to Financial, Timeline, Resource, frequent change in scope & requirements etc. •Hold business requirement & design approval meetings with the stakeholders; functional reviews, design demos with the stakeholders to show them how the design works within the system.•Maintain technical expertise in all areas of SN and understand how to uplift the Service Management uplift such as Incident, Problem, Change module in ServiceNow. Show less

Melbourne, Victoria, Australia

Responsibilities:• Collaborate with the leadership as a strategic advisor to design and mature existing ITSM processes for both IT and Business Services to align with the ServiceNow platform.• 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.• Provide road map and strategy around ITSM tool to align with business… Show more Responsibilities:• Collaborate with the leadership as a strategic advisor to design and mature existing ITSM processes for both IT and Business Services to align with the ServiceNow platform.• 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.• Provide road map and strategy around ITSM tool to align with business requirements.• Work with business stakeholders and business partners to ensure that requirements are met, and deliverables are made in a timely fashion.• Act as primary customer contact for all high-level IT service and ITSM process-related enhancements, inquiries, defects, and issues.• 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.• Ensure ITSM projects and enhancements are prioritized and delivered per IT SMO processes and standards utilizing ServiceNow platform data governance and development best practices.• Drive transformation of ITSM Processes 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 the agile and hybrid approach by leveraging cross-functional group collaboration for effective process maintenance, improvements, and IT service delivery.• Contribute to the complete life cycle of ServiceNow implementation and operations processes.• Assist in managing, maturing, and improving ServiceNow governance & ITSM processes on the ServiceNow platform by aligning process documents with tool capabilities, in line with the ITIL framework. Show less

Melbourne, Victoria, Australia

Responsibilities:• Gathered business requirements from business stakeholders & transformed them into user stories.• Wrote and reviewed user stories, use cases, and created process flows.• Created ServiceNow business requirements 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 UAT and ORT testing, and supporting the… Show more Responsibilities:• Gathered business requirements from business stakeholders & transformed them into user stories.• Wrote and reviewed user stories, use cases, and created process flows.• Created ServiceNow business requirements 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 UAT and ORT 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/stand up 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.• Created test cases & performed functional testing.• Coordinated user acceptance testing (UAT) for the end-users. Show less

Bengaluru, Karnataka, India

Role:• Establish an operational governance framework covering internal IT Services and vendors in line with the ITIL framework.• Take ownership of all operational processes (e.g. Service Catalogue, Incident Management, IT onboardingapprovals) and implement/standardize processes to govern IT Services• Monitor IT requests and incidents logged in the ITSM tool to ensure aged tickets are being addressed in a timely manner.• Collect, analyze data and produce… Show more Role:• Establish an operational governance framework covering internal IT Services and vendors in line with the ITIL framework.• Take ownership of all operational processes (e.g. Service Catalogue, Incident Management, IT onboardingapprovals) and implement/standardize processes to govern IT Services• Monitor IT requests and incidents logged in the ITSM tool to ensure aged tickets are being addressed in a timely manner.• Collect, analyze data and produce consolidated/dashboard reporting covering the whole technology landscape with key focus on availability and capacity management• Chairing and managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes.• Creating and updating Service Now tickets for change and incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.• Leading of processes connected to change management.• Preparation of forecasts, and evaluation of the actual impact of changes.• Cooperation with respective project teams and further managers involved in the organizational change.• Identification of potential risks for resistance as well as development of plans to intervene.• Evaluation and ensuring the readiness for change Support and management of the necessary communicationactivities related to the changes. Show less

Bengaluru Area, India

Role:• Leading a team of Analyst and Technical specialists in implementing, sustaining, and improving enterprise service management processes in alignment with ITIL with strong management skills.• Work closely with operations teams, service owners, process owners, and leadership to identify enterprise process related issues and risks, develop mitigation and improvement action plans, and recommend and justify changes to processes as appropriate, and track and report process… Show more Role:• Leading a team of Analyst and Technical specialists in implementing, sustaining, and improving enterprise service management processes in alignment with ITIL with strong management skills.• Work closely with operations teams, service owners, process owners, and leadership to identify enterprise process related issues and risks, develop mitigation and improvement action plans, and recommend and justify changes to processes as appropriate, and track and report process improvement.• Travelled to US & UK Delivery Centers for Process review meetings, Handover, Workshops and Team Building activities.• Represents the Team on enterprise level process related matters with service owners and process owners.• Leading intermediate-level service delivery processes and associated projects; interact with cross-functional teams with ability to independently redesign process like R&R, RACI, ARIAD, document, seek approvals,communicate, implement and review.• Ensure ITIL processes related to Incident, Problem, Change, Event, Knowledge, Release and Deployment, are met and ensure internal & Vendor Service Levels are met.• Identifying opportunities for process and procedure enhancements to drive efficiency and customer service levels.• Act as the IT escalation and liaison point for all major incident ensuring root cause analysis take place to support the need of the business• Monitor availability and performance of business-critical systems to prevent delays/outages and quickly resolve ongoing issues• Develop IT policies, procedures and conduct training to ensure the IT function operates effectively and reliably including SLAs. Show less

Bangalore

Role:• Troubleshoot, diagnose and route problems with outages for applications in production Server & Network.• Prioritize and schedule tickets and issues. Record, track, and document the help desk request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue.• Logging and prioritization all Requests for Change (RFCs) with all required information to an appropriate standard and presentation of daily and weekend Change… Show more Role:• Troubleshoot, diagnose and route problems with outages for applications in production Server & Network.• Prioritize and schedule tickets and issues. Record, track, and document the help desk request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue.• Logging and prioritization all Requests for Change (RFCs) with all required information to an appropriate standard and presentation of daily and weekend Change Schedules.• Facilitate and monitor the progress of Systems and Application Hardware, Software and Microcode changes to various Yahoo environment, through the ITIL Change Management process.• Handling all Server Level Incidents and Alerts, Change Management of installation and patching of OS, applications & software.• Document all relevant information, Process, update Runbook and Known Error Database in relevant tools.• Maintain Site-Up goals through rapid response on conditions impacting the servers used by all Yahoo! properties. Show less

Noida Area, India

Role:• Coordinate activities by change management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability.• Communicate and work with Project Manager to define metrics, performance goals and risk analysis.• Make sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.• Audit major service interruption… Show more Role:• Coordinate activities by change management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability.• Communicate and work with Project Manager to define metrics, performance goals and risk analysis.• Make sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.• Audit major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.• Collaborate with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engage at a basic technical level in discussions to evaluate those solutions, and publish Root Cause Analysis (RCA) report.• Effective and rapid response to major incidents, also chair all major incident and operation review meetings & technical bridges further develop and maintain the service management process. Create metrics for service performance and customer satisfaction both on a regular and on ad-hoc basis. Show less

Bangalore

Role:• To log any customer related issue as ticket in the ticketing tool (BMC, Temip etc.).• Assign it to the concerned department’s queue.• Follow up with the upper level towards the resolution of the issue.

Master Of Technology (M.Tech.), Information Technology, A

M.Tech (IT) Karnataka State Open University – Mysore with 86% in 2012

Bachelor Of Technology (B.Tech.), Information Technology, A

B.E (IT) from Sambhram Institute of Technology - Bangalore affiliated to Visvesvaraya Technological University - Bangalore with 78% in 2009