BIJAY KUMAR SHARMA

Client: Vorwerk, CISCO

Role: Techno Functional Manager

Module: ITSM, Integrations

• As a ServiceNow Techno-Functional Manager, I handle end-to-end delivery including stakeholder management, requirement gathering, solution design, team leadership, and ensuring successful implementation of ServiceNow solutions.
• I also focus on platform governance, automation, and continuous improvement to enhance service efficiency. Weekly & Monthly calls with Client to get Requirement Discussion, Enhancement Requests, Road map Planning, Team Performance Review, Governance & Sprint Reviews & retrospectives.
• Translate Business Requirements to Technical details in the form of User Stories, Acceptance Criteria, Functional Design. My main role is the bridge between Client & developers.
• Drive business value from ServiceNow After getting the requirement -> Work Allocation based on Skillset, Priority, Capacity.
• Solution Design with the help of Architect to ensure Best Practices (ITIL + ServiceNow) Sprint Tracking that includes Story Points, Velocity, Deliverables.
• Handle Risk Issue Management which includes Resource Issues, Any Escalations or Delay in deliverables.
• Ensure Status Update, KPIs, Customer Satisfaction.

Client: Fidelity

Role: Team Lead, Senior BA

Module: ITSM, ITAM, VR

• Conduct Daily Standup which includes checking Progress, blockers, Sprint Status.
• Ensure team is aligned and delivery is on track.
• Engage with Business Users & Process Owners, get their requirements and translate into Technical Document (BRD) for the Developers.
• Create User Stories, Acceptance Criteria and attach corresponding BRDs to the stories.
• Conduct UAT, validate that solution meets the requirements.

Role: Senior ServiceNow Developer

Module: ITSM, CMDB

• Maintaining CMDB Health, CMDB Dashboard configuration and monitoring.
• Engage with Stakeholders for process stabilisation and/or to expand the new services/products with respect to CMDB. One of my contributions was refining CMDB accuracy, duplications and reducing errors.
• Worked on user stories and enhancements on Integration HUB ETL pipelines to bring in data from Microfocus UCMDB, ensuring a clean and structured import into ServiceNow.
• Worked on Streamlining ServiceNow Form views which helped bring consistency and clarity to the UI, improving overall user experience for both technical & business users.

Client: Synovus

Role: ServiceNow Developer

Module: ITSM, PPM, Now Mobile & Mobile Agent

• Worked on Enhancements which are part of Sprint release. Involved in improving and creating new workflows on existing Catalog Items which leads to minimising many manual efforts.
• Demonstrated the use of Now Mobile and Mobile Agent, successfully implementing them for the client in Phase 1.
• Developed a proof of concept on the PPM module that the client accepted.

Client: Johnson & Johnson

Role: ServiceNow Admin, Developer, CMDB Support Engineer

Module: ITSM, CMDB

• Regular work on Incidents, RITMs with respect to ServiceNow Platform. Testing on every platform upgrade.
• CMDB Support work on tasks created by end users which had restricted access to only CMDB SMEs.
• Maintaining Data Quality Audit Management. Daily, Weekly & Monthly calls with client.
• Creating/Updating new & existing Client Script, Business Rule, ACL, Workflow, SLA.