Nancy Goel

• Owned end-to-end project management across the full lifecycle — resource utilization, budget planning, timeline definition, and project scoping.
• Managed and mentored a cross-functional team of Business Analysts, Quality Analysts, Developers, and Architects, ensuring alignment and delivery across workstreams.
• Led stakeholder management including executive presentations, key insights, action plans, and coordinated demos across all active projects.
• Drove requirements gathering sessions and led all technical discussions, ensuring business needs were accurately translated into implementable solutions.
  
  Projects
  
  Software Catalog Transformation
• Decomposed a single monolithic software catalog into 700 granular catalogs, enabling precise software discovery and significantly improving the end-user experience.
• Designed and implemented a location-based software entitlement feature, ensuring users received access to software relevant to their region and role.
• Built a structured software categorization framework spanning multiple categories, improving catalog navigation and governance.
• Designed tailored task and approval workflows for each software catalog item, enforcing compliance and streamlining the software request process.
  
  HRSD Implementation
• Led full HRSD implementation for a large multinational, structuring and digitizing HR services across the organization.
• Delivered audit and peer review functionality, strengthening compliance and quality control within HR workflows.
• Engaged and aligned with senior stakeholders including VP-level HR leadership, navigating complex organizational requirements to drive successful delivery.

• Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
• Managed end-to-end project operations and led team of 10, optimizing resource allocation.
• Presented project scopes to stakeholders, proposing timelines, budgets, key insights and action plans.
• Gave budget suggestions for projects, outlining financial needs and forecasting.
• Streamlined project management processes, to boost efficiency and cut costs.
• Managed cross-functional teams activities
• Mentored junior consultants, fostering skill development and improved project contributions.
• Conducted client workshops to identify challenges, set objectives, and outline steps for achieving goals.

CSM Projects

• Worked on a Integration project , integrating SN CSM with external tool to automate authorization, achieving 100% elimination of unauthorized AWS setups and delivering significant cost and resource savings.
• Successfully transitioned over 30 clients to CSM Base from email transactions to tool-based approach, enhancing customer experience with Operate solution that provides portal for efficient case submission, management, and reporting for over 500 daily transactions.
• Achieved 90% automation in client onboarding on ServiceNow CSM Base, enabling one-click setup for accounts, contacts, agents, and products and other CSM aspects. This process allowed stakeholders to onboard 80-90 additional clients efficiently, resulting in significant cost savings.
• Genesys Integration with ServiceNow CSM to get the interaction created for a phone call received on Genesys. Handling over 500 daily transactions enhancing customer & agent experience

• Delivered data-driven recommendations and reports after analyzing stakeholder requirements.
• Led a team of 5.
• Redesigned over 150+ catalogs to enhance user experience.
• Trained 200+ professional on ServiceNow CSM
• Managed daily business requirements, problem-solving, and cost-benefit analysis.
• Monthly performance reviews to stakeholders.

Remedy to ServiceNow migration project:

Implemented end-to-end solutions from requirements gathering to go-live, performed comprehensive UAT testing across platforms, and executed SAM Pro implementation, including normalization, software models, catalogs, SaaS connectors, and entitlements.

Configured major functionalities in ServiceNow:

Configured support groups, SLAs, notifications, survey, catalog items UI and their backend workflows, managed forms designs and developed reports and dashboards.

CSI implemented:

• Updated pending tasks in Service Portal and escalated SLA breaches to management.
• Managed software costs by enhancing approver awareness.
• Led onboarding and technical enablement projects, accelerating new hire readiness and minimizing productivity loss.

• Supported BMC Remedy Applications including workflow, change, incident, problem, service level, and asset management; conducted data collection and troubleshooting.
• Developed test environments by installing and configuring BMC Remedy AR System and ITSM.
• Configured templates, user permissions, support groups, approvals, categorizations, and auto-assignment rules.
• Addressed issues in assignment, notification, and UDM.
• Enhanced performance of Remedy and Smart-IT setups.
• Installed, upgraded, and troubleshoot Smart-IT using logs and configuration settings.

• Provided technical support for Remedy on Demand (ROD) across various clients.
• Administered and troubleshot technical infrastructure.
• Delivered Level 2 technical assistance and resolved system issues remotely.