Gurpreet Kaur

• Implemented IT Operations Management (ITOM) solutions, including CMDB integrations, Discovery, and Operational Dashboards, optimizing IT asset visibility and automation.
• Leveraged Business Consulting Practice methodologies and intellectual property to align solutions with business objectives.
• Led process definition, re-engineering, and gap analysis workshops with key stakeholders to enhance operational efficiency.
• Designed and facilitated functional and technical workshops, creating design specifications that balance out-of-the-box functionality with customer requirements.
• Ensured high-quality, consistent, and timely delivery of process-related outcomes, driving measurable business value.
• Owned and developed key documentation, including process flow diagrams, solution designs, as-built documentation, roles/responsibilities, workshop agendas, presentations, and gap analysis reports.
• Authored and managed user stories, ensuring clarity, alignment with business goals, and seamless execution across local and remote teams.
• Drove continuous process improvement, identifying optimization opportunities and presenting risk-assessed recommendations.
• Managed and communicated business processes and requirements, ensuring solutions align with customer expectations and strategic goals.

• Leading HR Service Delivery (HRSD) module configurations, including HR Case Management, Employee Service Center, Lifecycle Processes, and Knowledge Management, ensuring seamless employee experiences.
• Facilitating functional and technical design workshops, aligning out-of-the-box functionality with business requirements and securing design approvals from stakeholders.
• Building strong client relationships, establishing credibility at all levels, and fostering collaborative problem-solving partnerships.
• Documenting user stories and requirements, aligning customer processes with ServiceNow best practices across multiple modules.
• Conducting business process analysis and requirements gathering, identifying gaps and opportunities for process optimization.
• Developing and implementing process workflows, procedures, and policies using the ServiceNow platform to enhance operational efficiency.
• Collaborating with clients and development teams to design and configure ServiceNow applications that align with business needs.
• Testing and validating process improvements, ensuring solutions effectively meet business requirements.
• Creating training materials and conducting knowledge transfer sessions, equipping stakeholders with the necessary expertise.
• Providing end-user training and support, ensuring smooth adoption of ServiceNow applications and processes.

• Developed and enhanced custom applications, including Intella and Volunteer Vision, to streamline onboarding, offboarding, transitions, event registration, leaderboards, and task tracking.
• Gathered and analyzed client requirements, ensuring alignment with ServiceNow best practices for optimal application performance.
• Proposed process improvements and optimization strategies, maximizing ServiceNow feature utilization and driving continuous enhancements.
• Translated business requirements into detailed user stories, enabling efficient development and successful project execution.
• Collaborated with testing and development teams, ensuring timely project delivery while analyzing and improving company processes, systems, and workflows.
• Designed cross-functional process diagrams, simplifying business process understanding and documentation.
• Aligned project teams and resources, overseeing and coordinating design activities to meet customer and business objectives.

• Designed and implemented Business Continuity Management (BCM) processes, ensuring streamlined risk assessments and enhanced resilience.
• Conducted workshops and seminars to gather project requirements and align stakeholder expectations.
• Successfully deployed the ServiceNow BCM module, customizing it to meet specific organizational needs.
• Authored comprehensive Business Requirement Documents (BRDs) to guide project execution.
• Created and managed Epics and Features, organizing user stories for structured development.
• Participated in internal and external project review meetings, providing feedback to optimize application deployment.
• Liaised with the development team, ensuring a clear understanding of business requirements for accurate implementation.
• Conducted peer reviews of technical requirements and design documents, maintaining quality and alignment with business needs.
• Collaborated with stakeholders in workshops, gathering and refining detailed project requirements for successful delivery.

• Designed and implemented onboarding and offboarding workflows for departments across the US and UK using HRSD Lifecycle Events, enhancing operational efficiency.
• Conducted requirement gathering and process analysis, aligning client workflows with ServiceNow out-of-the-box (OOTB) HRSD best practices.
• Recommended process improvements, maximizing the utilization of OOTB features to drive efficiency and continuous enhancement.
• Converted business requirements into detailed user stories, ensuring smooth execution and successful project delivery.
• Collaborated with testing and development teams, meeting project timelines while analyzing and optimizing business processes, systems, and workflows.
• Reviewed client feedback, identified pain points, and devised innovative solutions, improving customer satisfaction and issue resolution.
• Managed project schedules, estimated time and resource requirements, and tracked milestone progress to ensure timely completion.
• Developed cross-functional process diagrams, simplifying business process understanding and documentation.
• Aligned project teams and resources, overseeing and coordinating design activities to meet customer and business objectives effectively.

• Led customer design workshops, driving business process definition, re-engineering, and gap analysis to align with business objectives.
• Developed key project documentation, including gap analysis reports, process flow diagrams, and role matrices.
• Identified process improvements, evaluating solutions for efficiency, effectiveness, and risk.
• Bridged business needs with technical capabilities, ensuring optimal process implementation.
• Managed projects, ensuring on-time, high-quality delivery while acting as a trusted advisor.
• Created and reviewed user stories, acceptance criteria, and testing strategies, ensuring stakeholder alignment.
• Gathered and documented business requirements, managing development cycles per ServiceNow best practices.
• Expert in system design, testing, and implementation, with hands-on experience in manual testing and Agile methodologies.
• Optimized workflows using Out-of-the-Box configurations and customizations to enhance efficiency.
• Directed and mentored junior consultants, driving high-quality deliverables and knowledge sharing.
• Strengthened client relationships, delivering cost-effective solutions and reducing production errors.

• Documented test cases and scripts for the Finance and Treasury Module, ensuring comprehensive process understanding.
• Developed user guides for Operations and Recruitment services to enhance client interaction with the system.
• Executed end-to-end manual testing, validating system functionality and maintaining detailed issue logs.
• Conducted sanity testing before Go-Live, including web forms and portal validation for a seamless transition.
• Led client demo sessions and actively participated in pre-Go-Live calls, showcasing system capabilities.
• Created and maintained technical documentation to streamline future processes and organizational efficiency.
• Developed Automated Test Framework (ATF) for Finance service lines, ensuring structured and efficient UAT execution.
• Prepared testing templates and deliverables, aligning with Agile methodology for effective development collaboration.
• Validated system reliability and performance through manual and automated testing, ensuring optimal user experience.

• Documented test cases and scripts for portal and fulfiller views to ensure process clarity for Otsuka.
• Created user guides for the CHA client, facilitating smooth onboarding and system usage.
• Conducted end-to-end testing, validating functionality and maintaining issue logs for process improvements.
• Executed sanity testing before Go-Live, covering web forms and portal validation.
• Led client presentations and demos, illustrating workflows through test scripts and test cases.
• Participated in UAT testing, assisting business users with Automated Test Framework (ATF) execution.
• Developed system test scripts, Unit Tests, UAT scripts, and a Traceability Matrix for tracking testing progress.
• Created configuration specifications and operational documentation to ensure seamless integration.
• Performed comprehensive testing for internal applications like Skill Tracker, Help Desk, and Quiz Portal to validate functionality and usability.
• Collaborated with developers, documented issues, and developed training guides to enhance user experience.
• Successfully completed Otsuka trainings, strengthening expertise in system validation and testing.

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