Melbourne, Victoria, Australia
An accomplished ServiceNow professional with a wealth of experience in consulting and implementing ServiceNow solutions, including ITSM, CSM, ITOM, SPM, HRSD, GRC, GEN AI products, for Fortune 500 clients across Asia, Europe, and the Americas.
• Consulting: o Engage with potential clients to understand their business needs and present tailored ServiceNow solutions that address their challenges. o Provide expert consultation services to guide clients through the implementation process and ensure successful adoption of ServiceNow solutions. • Solution Design: o Analyze client business requirements and translate them into comprehensive IT solutions that leverage ServiceNow's platform. o Expertise in designing scalable, secure, and maintainable ServiceNow solutions. o Proficient in creating detailed solution architectures and documentation.
• Management of the ServiceNow platform for INSEAD globally (Asia, Europe, US & Middle East) - ITSM, ITOM, SPM • Maintain integrity of the platform, including managing relevant security, patching, release, performance and optimization requirements • Deliver increased ServiceNow functionality • Develop new requirements with the UDX Team to deploy new modules/major enhancements • Manage the ServiceNow development and deployment
• ServiceNow Consulting, Solution designing and Implementation using Agile Methodology o Manage the delivery of ServiceNow projects o Work with clients to ensure project success o Build and maintain strong relationships with clients, partners, and colleagues
Accomplishments • CIO award winner for Implementation of IT Governance and Service delivery process across organization to simply the Service offering and enable the business to operate efficiently as part of “New Style of IT” initiative. • Established a common Service Dashboard to capture the Service Performance, Availability, Capacity, Consumption and Cost of the IT Services to efficiently manage the Infrastructure Services for Singapore Government client, one of the largest accounts in Asia Pacific for HP. Responsibilities • Responsible for Service Delivery, by owning the Service Catalog, Service Level, Capacity & Availability Processes. • Establish single Service offering model to host all the IT Services and simply the fulfillment process. • Understand business needs and provide Customer focus service offerings. • Ensuring that quality services are delivered as per the SLA. • Mitigating and solving escalations with urgency and determination. • Build and maintain customer relationship. • Establish and manage Governance & supporting processes. • Re-engineering of existing architecture/delivery for optimum usage. Identify areas of improvement to achieve customer delight and generate revenue. • Extensive knowledge in Remedy, HP Service manager & Propel (Service portfolio management tools).