Anusha GD

Role : Solution Designer /Functional Consultant

Project: Orange Digital Transformation Project (France Telecom)

Key Responsibilities & Achievements:

• Designed end-to-end ServiceNow Change Management solutions for global telecom customers, translating business requirements into scalable functional solutions aligned with ServiceNow best practices.
• Facilitated customer discovery workshops, stakeholder interviews, and requirement gathering sessions to identify process inefficiencies and automation opportunities, enhancing alignment with business objectives.
• Analyzed existing (As-Is) Change Management processes and designed To-Be process flows, improving operational efficiency and aligning with ITIL standards.
• Conducted gap analysis between business requirements and OOTB ServiceNow capabilities, recommending tailored configuration and automation solutions to bridge identified gaps and optimise implementation effectiveness.
• Prepared functional design documents (FDDs), High-Level Designs (HLDs), workflow diagrams, process maps, user stories, acceptance criteria, and solution specifications for implementation teams.
• Led Change Automation discovery sessions with L2/L3 Operations teams to identify implementation activities, execution dependencies, validation rules, rollback strategies, and operational readiness requirements.
• Defined automation requirements including technical variables, input parameters, pre/post validation checks, rollback procedures, and approval criteria for automated change execution.
• Designed and enhanced ServiceNow Change Management capabilities including Standard Change Automation, Change Catalogs, Approval Workflows, CAB processes, Risk Assessment Models, and Change Lifecycle Governance.
• Collaborated with development teams to design solutions involving Flow Designer, Business Rules, Client Scripts, UI Policies, Notifications, Workspace enhancements, integrations, and REST APIs, ensuring functional requirements were translated into technical solutions.
• Supported end-to-end solution delivery including solution walkthroughs, design reviews, SIT, UAT, defect triage, production readiness, deployment planning, customer sign-off, and post-go-live support.
• Presented solution demonstrations and stakeholder presentations, articulating proposed designs and automation capabilities to highlight business benefits and ensure stakeholder buy-in for implementation approaches.
• Worked with international enterprise customers across France, collaborating with cross-functional business, operations, and technical teams throughout the project lifecycle.
• Participated in Change Automation initiatives leveraging Tosca and BOT-based automation solutions to reduce manual implementation effort and improve operational consistency.

Key Responsibilities & Achievements

• Delivered end-to-end L2C and Order-to-Billing solutions, enhancing customer experience across broadband, fibre, and copper product portfolios.
• Worked extensively on CRM, Order Management, Service Fulfilment, and OSS/BSS processes, supporting end-to-end customer order journeys.
• Implemented TM Forum-compliant integrations, third-party gateway interfaces, and API-based solutions to support order orchestration and fulfilment.
• Conducted requirement discovery workshops and business analysis activities to understand stakeholder needs and define solution requirements.
• Prepared High-Level Design , Low-Level Design , process flows, and functional solution documents to ensure clarity and alignment for project delivery.
• Coordinated design, development, testing, deployment, and release activities while ensuring alignment with business and operational requirements.
• Collaborated with ServiceNow teams on incident, change, and service management process integrations to support operational and fulfilment workflows.
• Delivered stakeholder demonstrations, managed Jira epics and user stories, facilitated Scrum ceremonies, and tracked project progress through successful production deployment.
• Monitored key performance indicators (KPIs), analysed solution effectiveness, and identified opportunities for continuous process improvement.
• Delivered stakeholder demonstrations, managed Jira epics and user stories, facilitated Scrum ceremonies, and tracked project progress through successful production deployment.
• Monitored key performance indicators (KPIs), analysed solution effectiveness, and identified opportunities for continuous process improvement.

Key Responsibilities & Achievements :

• Leveraged ServiceNow capabilities to streamline workflows, automate operational processes, and enhance service management outcomes.
• Designed and optimized ServiceNow ITSM processes covering Incident, Problem, Change, Request, and Service Management operations to improve service delivery and operational efficiency.
• Designed and implemented incident management, Trouble-to-Resolve , major outage management, and ticketing workflows aligned with ITIL best practices.
• Conducted requirements analysis, stakeholder workshops, and solution design activities to support process transformation and business objectives.
• Developed functional design documents, process flows, user stories, and solution specifications to facilitate implementation and support delivery teams.
• Coordinated UAT, SRT, defect management, release planning, deployment activities, and solution validation to ensure project milestones were met throughout the lifecycle.
• Collaborated with business users, architects, developers, and operations teams to implement scalable ServiceNow solutions that addressed business needs and improved processes.

Key Responsibilities & Achievements :

• Extensive experience in CRM, Order Capture, Order Orchestration, Provisioning, and Fulfilment systems, with deep a deep understanding of catalog-driven order decomposition, orchestration, and service delivery.
• Designed and implemented end-to-end service assurance solutions, enhancing monitoring, alarm handling, ticketing workflows, and operational support models.
• Delivered network configuration, VLAN integration, and OSS system integration, facilitating seamless cross-domain operations through comprehensive technical documentation.
• Coordinated OSS/BSS integrations, KCI validation, and fallout management, ensuring effective end-to-end order tracking across inventory, activation, assurance, middleware, API gateway, microservices, and network activation platforms.
• Possesses strong expertise in Broadband, Copper, and Fiber Order Management journeys, covering Provision, Modify, Cease, service validation, feasibility checks, resource allocation, activation, and closure processes.
• Coordinated OSS/BSS integrations, KCI validation, and fallout management, ensuring effective end-to-end order tracking across inventory, activation, assurance, middleware, API gateway, microservices, and network activation platforms.

Key Responsibilities & Achievements :

• Executed network product testing, configuration validation, alarm monitoring, and incident management across telecom services and network domains to ensure operational integrity.
• Specialised in Fault Management and Trouble-to-Resolve processes, enhancing incident resolution through alarm correlation, impact analysis, and ticket lifecycle management.
• Managed defect tracking, testing, and validation activities using HP QC and JIRA, ensuring successful delivery of network and operational solutions.
• Worked on telecom applications including SMARTS, PACS, SRIMS, UII, AutoFix, CIM, and related OSS platforms supporting Service Assurance and Fault Management operations.
• Highlighted contributions to project success through strategic engagement and collaboration.