Might be available
(Updated 2021-12-22)ServiceNow Consultant, Scrum Master, PM
Frankfurt, Deutschland
Native English, Hindi, Beginner German
- 6+ Jahre Erfahrung ServiceNow
- Functional Consulting, Scrum Master, PM
- Business Analyst
Skills (14)
CASE MANAGEMENT
BUDGET
PROCESS DESIGN
Change Management
BUSINESS REQUIREMENTS
ITIL
PROJECT PLANS
DOCUMENTING
Scrum
MANAGING PROJECTS
PROJECT MANAGER
PRESALES
USER INTERFACE
Portfolio Management
Summary
A results-driven IT professional with international experience (Asia and Europe) and demonstrated success
driving projects, defining functional/process solutions and presales support to successful completion.
Recognized for high quality and on-time delivery of projects as solution/process consultant and project manager
for multiple large healthcare, retail, oil, manufacturing, automotive and banking clients.
Industry experience in multiple sectors and demonstrated skills with key certifications including ServiceNow
Administration, Scrum Master PSM1, ITIL V3(Foundation, Service Design/Transition/Operations, and CSI).
Effective communicator, presenter, facilitator, and team builder and fluent in English, Hindi and learning
German (completed A1 level).
► ServiceNow ITSM
Designed and implemented best practice solutions in ServiceNow as per business requirements for Incident,
Change, Problem, Demand, Service Catalog, Request Fulfillment, Asset and Configuration Management.
Implementations lead of ServiceNow version upgrades - Fuji to Helsinki and Helsinki to Kingston, London to
New York. New York to Paris and Paris to Quebec version.
Experience with 3rd party integration with the ServiceNow platform. Developed
multiple Service Portals for large global clients.
► ServiceNow Facility Management
Consulting and implementation experience in facility management at world's biggest pharma and diagnostics
company.
Gathering business requirement for 4facility app and implemented case/catalog/knowledge management for
customer including SAP and Speedikon integration.
► ServiceNow Workplace Service Delivery (WSD)
Project Management, Consulting, and migration experience in WSD projects.
Gathering business requirement for WSD and implementation support for case Management/knowledge
management/Space reservation/space mapping using Mapped-in for customers across the globe.
► ServiceNow Project Portfolio Management (PPM)
Project Management & consulting experience in PPM projects.
Managing PPM projects to stay within budget and defining phases for PPM implementation in customer
instances.
SWAPNIL AGRAWAL
► ServiceNow Scoped Application
Project Management and Consulting for designing solution for scoped application within ServiceNow
Gathering business requirement, re-structuring process and defining new process to solve business
requirements with the help of building new ServiceNow custom applications for different customers.
► ITIL Framework and Process Design
Designed, documented, and implemented various processes for the manufacturing and banking customer
within ServiceNow (Incident, Change, Problem, Demand, Service Catalog, Request Fulfillment, Asset and
Configuration Management).
Developed training material and conducted training sessions for both end customers and IT technical resolver
teams.
► Project Management and Delivery
Managed projects for multiple client engagements by developing detailed project plans, status reports and gap
analysis and documenting clear requirements for stakeholder sign off.
Senior client leadership and stakeholder management to gain buy-in for project scope and timelines. Managed
and coordinated offshore technical teams in India by clearly communicating requirements and set expectations
of delivery goals.
Currently working as Service Delivery Manager to ensure delivery of projects and stake holder management.
Supported pre-sales within organization and responded to multiple RFPs for international clients.
Professional Experience
2019-06 - Present
• Accountability for the design & technical solution (ServiceNow) of the Facility Management and user interface of a front-end customer facing portal.
• Responsible for driving workshops to define requirements for facility Case/Request/Knowledge /Problem management.
• Driving technical workshops to define requirements for the integrations with 3rd party tools (Speedikon/SAP) for facility to define facility CMDB • Managing the development team and customer stakeholders to deliver a solution aligned with best practices and strict client requirements.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented. • Defining action plans to ensure timely delivery according to requirements.
2
2021-01 - Present
• Responsible for driving functional workshops to understand requirements for booking desks and parking by different group of users/employees in an organization • Responsible for defining functional requirements & interface design with Sipass for opening parking barrier automatically on the basis of employee's car plate.
• Creating and managing stories in the backlog or in sprint.
• Responsible for managing project as Project Manager (PM) to define weekly/monthly status reports and tracking budgets/timelines and managing escalations.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented. • Developing detailed project and action plans to ensure timely delivery according to requirements.
2019-06 - 2021-03
Accountability for the design & technical solution (ServiceNow) of new hire process and user interface of a front-end customer facing portal.
• Responsible for driving workshops to define requirements for onboarding and offboarding(including change user data, suspend access and unsuspend access) process for the new hire/employee in the organization.
• Driving technical workshop to define integrations for account creations/deactivations for employees in 3rd party tools like OKTA, Dell Boomi, oracle fusion etc.
• As a Scrum master responsible to deliver MVP (Minimum Viable Product) within budget and timeline.
• With agile deployment methodology responsible to drive daily standups, sprint planning and sprint retrospective.
• Responsible for driving workshops to define requirements for PPM implementation phase1 with major stakeholders and managing projects.
• Ensuring all stakeholders are informed and trained on the solution and process being implemented. • Developing detailed project and action plans to ensure timely delivery according to requirements.
2016-08 - 2019-05
• Accountability for the technical solution (ServiceNow) of the Service Catalog and user interface of a front-end customer facing portal.
• Managing the development team and process consultant to deliver a solution aligned with strict client requirements.
3 • Ensuring all stakeholders are informed and trained on the solution and process being implemented. • Developing detailed project and action plans to ensure timely delivery according to requirements.
2017-08 - 2018-06
• Accountability for the technical solution (ServiceNow) of the Network Request Fulfilment process and data migration from lotus notes to ServiceNow.
• Managing the development team and process consultant to deliver a solution aligned with strict client requirements.
2016-08 - 2017-08
• Accountability for the technical solution (ServiceNow) of the setup of CMDB applications, Business Processes, Servers and data migration from lotus notes to ServiceNow.
• Project managing the development team and process consultant to deliver a solution aligned with strict client requirements.
2015-03 - 2016-08
• Accountability for the technical solution (ServiceNow) of the setup of Incident, Change and Service Catalog and ESS Portal to ServiceNow.
• Responsible for creating content for training for Service Desk and train them on how to handle Incidents and Service Requests in ServiceNow.
• Responsible for collecting all the technical specification from onsite lead and convert them into a solution for implementation in ServiceNow.
Academic Background
2024-12 - 2024-12
2024-12 - 2024-12