BHUPINDER SINGH VIRDI

• Acted as a trusted ServiceNow advisor, aligning platform capabilities with customer business outcomes and value realization goals.
• Driven project success by ensuring milestones, deliverables, and strategic objectives are consistently achieved.
• Led end-to-end planning, execution, and governance of ServiceNow implementation and support initiatives.
• Managed agile delivery through sprint planning, risk tracking, stakeholder updates, and resource coordination.
• Maintained delivery quality, timelines, and adherence to agile best practices across projects.
• Developed and maintained a technical skills matrix, identifying capability gaps and driving targeted upskilling programs.
• Supported team growth through continuous learning, career development, and capability enhancement initiatives.
• Overseen resource forecasting, onboarding, and contractor management to meet evolving delivery demands.
• Coordinated cross-functional stakeholders to ensure operational continuity and productivity.
• Contributed to presales by preparing proposals, estimations, solution assessments, and platform demonstrations.
• Collaborated with the ServiceNow COE to strengthen knowledge sharing, best practices, and innovation.
• Acted as the communication bridge between business, delivery teams, and leadership with structured updates.
• Identified delivery inefficiencies and implement process or structural improvements that drive long-term excellence.

• Designed and configured core ITSM modules for incident, change, problem, and knowledge management.
• Automated processes and validated logic by creating business rules, client scripts, and UI policies.
• Monitored ticket progress and resolution performance by building custom reports, SLAs, and dashboards.
• Applied ServiceNow development standards by adhering to scoped application boundaries and naming conventions.
• Identified challenges and implemented enhancements through collaboration with service desk teams and end-users.
• Participated in continuous improvement initiatives to align configurations with platform capabilities.
• Developed service portal components using widgets, JavaScript, and HTML/CSS to enhance user experience.
• Provided documentation, platform demonstrations, and training sessions to facilitate adoption of changes.

• Experience as a Technical Project Manager for US Based Healthcare client with 26 team members including ServiceNow Developers, ServiceNow Architect, Business Analyst & ITSM Consultant) part of ITSM, ITOM, ITAM and SPM (ITBM) modules on ServiceNow Platform.
• Defined, designed, and documented strategy, processes, procedures, and policies while representing them across the organization.
• Collaborated with Executive Management to define the ServiceNow Platform Enhancement strategy.
• Defining and negotiating knowledge management strategy with Executive Management.
• Evaluating CSFs and KPIs to plan improvement activities to gain better effectiveness and efficiency.
• Identified and communicated issues and conflicts in the ServiceNow Platform Enhancement process to Executive Management.
• Assessed incoming project demands to allocate appropriate resources effectively.
• Portfolio Management - Responsible for consistent portfolios and services across the project.
• Oversaw various ITBM workspace roles such as demand manager and project manager, coordinating demands and managing timelines and resources.
• Ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy.
• Promoted and communicated the ServiceNow Platform Enhancement policy, processes, and procedures to ensure organizational alignment.
• Annually reviewing the Strategy, Policy, Process and Procedures for the ITIL Best Practices in conjunction with Executive Management and other Process Owners.
• Provided performance reports to Support Groups and Service Desks and suggested improvement methods.
• Presented findings to the ITSM Governance body regarding process effectiveness and efficiency.
• Identified opportunities for continual improvement in processes and practices.
• Owns and manages Process Improvement opportunities within knowledge management.

• ITSM Process Transition: Process Design, Transition & Implementation.
• IT Service Delivery: Service Level Management, Service Delivery Management, Service Desk Operations.
• Project Management: Project Coordination, Execution & Tracking.
• Training: Delivering Training on ITIL and Technology Topics.
• Organized and hosted regular project meetings, managing client and developer interactions to ensure timely project completion.
• End to end Program management, along with stakeholder management, of multiple programs delivered at various cadences.
• Customized ServiceNow SPM application to simulate investment scenarios, integrating with MS PowerPoint for automated reporting. Reduced manual reporting tasks by 40%.
• Leveraged Glide API and JavaScript to create dynamic portfolio dashboards, enhancing stakeholder decision-making.
• Integrated SPM with SAFe framework, enabling hybrid project management and improving cross-team collaboration by 20%.
• Establish clear communication channel and co-ordinate with various Business stakeholder.
• Developed and maintained relationships with vendor community, business units, and corporate stakeholders to facilitate collaboration.
• Analyze the Change and Release tickets, Ensure Project Managers and AM team adhere to process standards. Designed and Planned Weekly and Monthly Release to simplify process.
• Initiated CEB process which is followed during Month End Closing for any release or change activity.
• Conducted Gate / CAB calls with the team.
• For any critical projects inform countries about the downtime or use IT Maintenance window.
• Collaborated with businesses, functions, and global senior management during change programs to understand requirements and align with business objectives.
• Worked and engaged key stakeholders throughout the transformation journey to understand change implications and deliver corresponding communication solutions in accordance with product deliverables, objectives, and timelines.
• Payroll Company: Joules to Watt Business Solutions

• Built dynamic workflows and process automation using Flow Designer, Sub flows, and Script Actions.
• Created reusable Script Includes, Business Rules, and UI Actions to support scalable platform functionality.
• Customized the Service Portal and UI Builder to deliver responsive, user-centric interfaces and dashboards.
• Promoted adherence to ServiceNow best practices by enforcing scoped app development, naming conventions, and modular scripting.
• Conducted regular code reviews and knowledge-sharing sessions to support maintainability and platform governance.
• Collaborated with cross-functional teams to gather technical requirements and align solutions with business needs.
• Facilitated user onboarding sessions, stakeholder demos, and training workshops to enhance adoption and engagement.
• Developed custom enterprise applications using App Engine Studio and Scoped Apps for ITSM and HRSD functions.
• Contractual - Payroll IGT Solutions

• Driving Global IT initiatives/projects with engagements.
• Effective client communication on management level.
• Incident Management: Coordination with required resolver groups in major incidences, repetitive incidences be it – Infrastructure, Network, Application etc. Manage & track critical incidents by engaging appropriate IT Support Teams and driving issues towards resolution in-accordance with the agreed SLAs and communicating effectively with Business End Users.
• Manage escalations, ensuring the adherence to the defined response and resolution of high severity incidents.
• Problem Management: Preparing & reviewing the Root Cause analysis (RCA) for critical incidents and getting engaged in after action meetings for the major incident Organize Change Advisory Board Meetings.
• Maintained appreciation of impact of change on customers and initiate steps to ensure least negative impact to customers and those customers were informed about those changes.
• Ensure the change was effectively managed through process of planning, contingency planning, prioritization, approval and according to change maintenance windows Review the failed changes and taken essential steps to avoid the failures in future.
• Release Management: Controlling all three operations of ST, UAT and Production, including remote server build & release deployment and Citrix deployment Creating Microsoft Virtual Application (App-V) packaging.
• Tracking incident & change tickets and formulating resolutions through ServiceNow Request, such as Potential P1 / P1 in coordination with the different stakeholders like project Application, Global Command Centre, Application Command Centre, Configuration Management, UNIX, and Wintel Early checks.
• This activity consumes 2 FTE manual efforts for 4 hours/day, and is for checking the service status, for Windows and Linux based applications.
• It is to reduce the manual effort and intervention to avoid mistakes, as they can impact business.
• Objective/workflow of activity framed flawlessly using use-case Django is used to develop the service monitoring web application.
• Restarting of service was integrated in the project using application web console.
• Now working on self-healing approach to restart the service when it is down.

• ITSM TRANSITION & TRANSFORMATION CONSULTING: Managing the end-to-end IT coordination in Run Phase Engagements.
• Responsible for all IT needs of run phase engagements, bridging the gap between the end users and IT world.
• Engagement relationship management with a focus to Fulfil engagement technology needs and ensuring a smooth ‘Run the Business’ Project mobilization to support desired business outcomes.
• Consulted clients across domains on setting up / transforming their ITIL landscape.
• Experienced identifying automation & left shift opportunities in IT Services domain.
• Manage escalations, ensuring the adherence to the defined response and resolution of high severity incidents.
• Problem Management: Preparing & reviewing the Root Cause analysis (RCA) for critical incidents and getting engaged in after action meetings for the major incidents.
• Experienced supporting the transfer of ITSM process landscape from client / incumbent vendor(s) as part of transition engagements.
• Experienced supporting process onboarding phase of ITSM tool implementations.
• Experienced conducting gap analysis against ITIL best practices and proposing remediation.
• Experienced supporting the revamp of ITSM SLA / KPI reporting landscapes. As a lead consultant, mentored consultants during their consulting journey.
• Collaborated with outsourced IT vendors to fine-tune policies which reduced false positives, resulting in a 99.89% detection accuracy rate.
• Oversaw management, performance, and execution of major account programs for the organization, including ensuring profitability, managing program contribution and gross margins, and integrating quality customer service.
• Conducted risk assessments and made recommendations for improvement, collaborating with senior leadership to develop process and program changes.

• Supporting the operations management for providing 24X7 support and coordinating with vendors relating to all technical aspects of IT infrastructure.
• Ensuring performance tuning, backup and recovery, space management, user management to the clients.
• Analyzing & identifying potential issues with computer systems; performing routine audits of systems and software.
• Commissioning computer hardware devices, printers and ensuring maximum uptime.
• Troubleshooting problems pertaining to performance tuning, network administration, application conflicts, System bugs and data security.
• Maintaining active directory including security domains, user profiles & other resources on the network; managing issues related to new service orders, registrations, accessing internet, sync, intermittent sync and no sync issues, modems, email/webmail's, browser issues, PC issues, creating tickets and sending technician dispatches.
• Troubleshooting of OS/software issues, VPN, Citrix, Wi-Fi/access point related issues, network printers, shared folders access.
• Experience with OS, Installation, Upgrades and Patching.
• Updating the group Policies to user’s computer, pushing the software’s through SCCM.
• Providing access to Shared drives, Wireless troubleshooting.
• Enabling accounts unlocking user account resetting.
• Checkpoint VPN & installation, resetting passwords in Active directory.
• First-Hand experience working on Incident Management tool i.e. BMC's Remedy ITSM.
• Daily reporting including incident, change and change management.
• Supporting Infrastructure servers and Desktop related issues through remote management tools like SMS, Remote Assistance, Remote Desktop Connection, Net meeting.
• Managing User and Computer accounts like User Creation, Password reset, account unlock and joining PCs to Domain, Managing Group membership for the user accounts through AD console.
• Knowledge in ITIL process.
• Reviewed technical documentations and Procedures.
• End to end problem management.
• Ensure the adherence to all service management Process and Policies.
• Assists in investigating and resolving incidents.
• Ensures that knowledge bases are up to date and fully utilized.