Mounica Ginjupalli

• Acted as SME for the project DCIPP
• Collaborated with Product Owners and stakeholders to gather, clarify, and confirm business requirements, ensuring they align with key business objectives.
• Converted business needs into clear user stories with well-defined acceptance criteria so all team members share the same understanding.
• Created and updated detailed documents, including business requirements, functional and API specifications, and workflows, to ensure everyone stays informed.
• Worked with developers and architects to design solutions that meet business needs.
• Assisted in managing the product backlog, helped plan sprints, and set priorities that balance immediate needs with long-term strategies.
• Facilitated and oversaw the UAT process, ensuring that systems meet business requirements and specifications. Collaborated with stakeholders to validate functionality, address issues identified during testing, and coordinate resolutions with the development team.
• Developed training materials, user guides, and other resources that help team members and end-users fully understand and use new features and improvements.
• Conducted and Participated in Scrum Calls and Retrospective’s
• Performed Root Cause Analysis for an issue and involved appropriate teams to fix the issue
• Designed and implemented business intelligence solutions using Power Bi, and created data visualizations and reports to support business decisions.
• Designed test scenarios, test cases and SQL scripts
• Performed data warehouse testing, functional testing and regression testing
• Tools Used : Mockflow, Uxpin, Balsamiq, PowerBI, SQl, Microsoft VISIO, Microsoft Azure

• Cleared ServiceNow System Administrator certification
• Acted as a Senior Resource in Service Delivery Management team which includes the suite of documentation templates for all process team disciplines
• Facilitated workshops across North America for ITSM initiatives and PPM implementations
• Created new process guides, training manuals, work instructions, and user acceptance test scenarios for PPM and other non-ITIL processes
• I was involved in several projects during my tenure in Alcor

Client : PayPal

• As a BSA, supported development activities of ServiceNow- Support Catalog
• Facilitated Sprint Planning, Retrospective and standup meetings with the client and reported status on development efforts on a daily basis
• Assisted the stakeholders in prioritizing and estimating the user stories for every release and participated in requirement gathering session
• Responsible for updating Rally tool with the user story updates, also took the ownership of Support Catalog to follow up on the bugs reported by users and document the RCA for all production Support tickets
• Created Resource matrix , Run book and Sprint process flow document and uploaded it on PayPal Confluence page

Client : Cisco Europe

• Worked as a Senior Process Consultant who facilitated workshops for the Incident, Problem, Change, Knowledge, Request Fulfillment processes
• These processes were implemented on a Istanbul release of ServiceNow
• Also managed the documentation of the functional requirements and documented the user acceptance scenarios that were to be used in the testing phase
• Assisted in managing the execution of the testing phase and the warranty support phases

Client : Plum Health Services

• Responsible for the creation of custom training materials for the Project Portfolio suite and facilitated training of 15+ Project Managers

Client : Tableau

• Led the initiative at Tableau for translating an industry best practice approach of Change Management with the general out of the box capabilities of ServiceNow
• This resulted in a very fast development and deployment of a technical solution with a positive client adoption
• Responsible for documenting the requirements in a client customized format

Client : UDR

• Assigned as the Business Systems Analyst who was responsible for capturing requirements during the workshops
• Managed the documentation of the HR Catalog, Payroll, Facilities, Incident Management and Legal applications of ServiceNow

Client : Dealer socket

• Served as the Business Systems Analyst for the implementation of the Incident, Problem and Change Management applications on the Geneva release of ServiceNow
• The Incident application was a tailored approach which included creating separate roles and views for the Technology Operations department versus the general IT department
• In addition, organized the integration requirements with Slack to make the approval activities of the Change Management process easily completed via the internal company chat system
• Was instrumental in the facilitation and documentation of a custom integrated solution that involved the automation of the Major Incident process across ServiceNow, X Matters, Slack and Status Page IO

• Collaborated with stakeholders to gather, analyze, and document detailed business requirements.
• Translated business needs into functional and technical specifications for development teams.
• Analyzed existing processes and identify areas for improvement through technology solution
• Created process models, flowcharts, and other visual aids to represent business processes and system workflows.
• Ensured all requirements and changes are properly documented and communicated to relevant stakeholders
• Facilitated meetings, workshops, and presentations to ensure alignment on project objectives and timelines
• Prepared user Stories based on the clients business requirements and interviews with subject matter experts (SME’s); and subsequently submitted to management for review and approval
• Collaborated with the quality assurance (QA) team to define test cases and ensure requirements are met through functional testing.
• Reviewed test plans, test cases, and test results to ensure product quality.
• Created wireframes of the new web interfaces to communicate the ideas to the business users and the management teams
• Assist project managers in defining project scope, timelines, deliverables, supported with project scheduling and resource planning.
• Successfully conducted JAD sessions, which helped as a conflict resolving tool
• Stayed up to date on the latest industry trends, tools, and best practices to continually improve the software development process.
• Environment: Agile (Scrum) Methodology, MS VISIO, JIRA, CONFLUENCE, MS Office, Balsamiq, SQL

• Performed GAP analysis on existing application
• Developed Use case diagrams, functional Requirements, System requirements, User requirements specification, and Design specification
• Conducted Joint Application Development (JAD) sessions with stakeholders
• Involved with teams for root cause analysis activities and data collection plans
• Documented meeting outcomes, and coordinated with all internal and external teams
• Liaised with business and functional owner, SMEs during requirement gathering
• Used agile scrum methodology
• Interfaced with business users to prepare and update analysis artifact for Software Change Requests
• Prepared requirement traceability matrix
• Wrote SQL statements to extract data from tables to validate data flow
• Involved in designing and developing test plans and developed User Acceptance Test plans
• Participated in production support and handled issues appropriately
• Environment: Agile (Scrum) Methodology, MS VISIO, PLSQL, Jira, MS Office

• Strong knowledge of SharePoint (2013/2016/2019) and SharePoint Online.
• Hands-on experience with migration tools (e.g., ShareGate, Metalogix).
• Proficiency in PowerShell scripting for SharePoint administration.
• Analysed, designed and developed SharePoint Solutions based on client requirements based on PLA. Participated in Effort Estimation and Technical Planning.
• Familiar with cloud security and compliance best practices.
• Ability to troubleshoot technical issues and provide quick resolutions.
• Experience in optimizing SharePoint Online performance.
• Strong communication and collaboration skills to work effectively with stakeholders.
• Organizational skills to handle multiple tasks and projects concurrently.