Priyadharshini Karthik

Project Description: BMC to ServiceNow Migration

Transitioning ITSM solutions from BMC Helix to ServiceNow

Migrating BMC to ServiceNow, It was very tough time and had great opportunity to participate and lead a certain stream in the process.

• Involved in Project Planning, timeline, Roles and responsibility of teams ,resource allocation.
• Prework activities - Prepared the details like foundation data details, Form list with configuration details, integration list, API stake holder list, implemented customizations on the form, The team spoc list who uses the legacy system -BMC
• Focused on following things
• BMC - Minimal Disruption for end users, Performance of legacy, Seamless support.
• ServiceNow-Created communication channels to show the project migration status to end users. Stack holder meeting to get rid of unwanted things like forms, data (groups), etc. Testing planning, Monitoring setup with Dynatrace, Sprint Implementation plan.
• Led and executed the migration of Users, Groups, Location, Departments, from BMC Remedy to ServiceNow.
• As an admin team, worked on Preset of platform i.e identifying and installing the plugins , setting up integrations with different system, SSO config, ensured data consistency and accuracy.
• Designed and implemented data mapping and transformation rules to ensure seamless data migration and integration, minimizing data loss and errors.
• Configured and customized ServiceNow modules to align with existing business processes and requirements, maximizing platform utilization.
• Major part of the work is defined a Process for update set migration and movement between the instances.
• Conducted thorough testing and validation of migrated data and workflows, ensuring system stability and performance.
• Developed comprehensive documentation for migration processes, configurations, and user guides.
• Provided technical support and training to end-users and IT staff on the new ServiceNow platform.
• Collaborated with cross-functional teams, including developers, and business stakeholders, to ensure successful project delivery.

Project Description: BMC Helix – Testing & Business Analyst (2021 to 2023)

The original scope is to manage the team, perform end-to-end testing, and hand the customizations over to customers. Later on, it got expanded to work closely with end user teams which involved complete cycle functionality check, requirement gathering to Prod deployment. It was accepted with enthusiasm and demonstrated excellent performance.

Responsibilities:

• Involved in backlog management, change management, requirement analysis, derive testing scope, identify regression scope, test design, review/signoff of test cases, functional/regression testing of modules and track defects to closure
• Backlog Management (Customer Engagement & Solution Design ): o Manage backlog from inception - Requirement Gathering, Stakeholder Collaboration,collabrating with developer to understand the estimate, criticality, applying cost effective solutions to production o Lead and conduct the SCRUM ceremonies - Standup meetings, review meetings and retrospectives.
• Designed the service catalogue form for all services in the Digital Workplace, and this project was delivered on time with no disruption to the existing service catalogue.
• Driving change review calls and taking Go-No Go decisions, Coordinate change deployment call.
• NPS survey for running in the event application and this solution was scoped , designed and developed within remedy. This helps ford to reduce the cost 80000$ by decommission the applications
• Acted as a primary operational point of contact for the customer and BMC application management services/expert services. Handling Major incidents during outages and involving stakeholders and business owners until the issue being resolved and following and closing the same with RCA
• Conducted workshops in the organizations about how effectively the tool can be used to meet business expectation.
• Actively utilizing the hours of resources by reviewing the scope, design, and development, providing technical feedback to BMC, and delivering the solution within the deadline committed to the customer Lead the way in simplifying the user experience by developing the service catalogue in Digital workplace advanced in such a way that it provides an intuitive experience Maintaining BMC tool compliance and ensuring suitable controls are o ered to administrators and system administrators
• Key resource in BMC Bot development and integrating it with internal communication channels like webex, MS teams.

Project Description: Client- Ford & Technology – BMC Remedy

Effectively tracking tickets, maintaining foundation data, and system performance, and integrations with third-party tools to automate the ticket submission.

ITSM

• Performed daily system checks, monitoring, and risk reconciliation, and managed regional handovers.
• Provided L2/L3 technical support, resolving complex incidents and exceeding service level agreements.
• Involved in all phases of SDLC: requirements, design, development, configuration, and deployment.
• Managed foundation data tickets, including access, support groups, categorizations, and SLAs also validated customizations via test cases in QA and Production.
• Led automation and shift-left initiatives, resulting in a notable reduction in support ticket volume and enhanced operational efficiency. Oversaw a vendor team responsible for Production Support.Participated in support projects focused on stability, efficiency, and effectiveness.
• Provided post-deployment support.
• Managed major incident resolution, collaborating with stakeholders to restore services quickly and effectively, and conducted thorough root cause analysis. Participated in CAB meetings to review change tickets and ensure clear communication to stakeholders.
• Contributed significantly to the Request Center for BMC migration, streamlining processes, and enhancing user experience.
• Served as a Business Analyst, collaborating with customers to develop and migrate forms to BMC, improving workflow and data management.
• Significantly reduced the SLA count from over 3,000 to about 10 SLAs, which improved metrics across the departments.

CGI - Feb 2011 to Aug 2014 - Software Engineer (Analyst & Developer)

Project Description: Client: Finland (like ISS, Sanofi, City of Espoo, Livi…)

Migrated five batches of data (approx. 150 companies) from the 7.1 ITSM system (Legacy system) to the 7.6 ITSM system, including Service Request Management and Major Service Level Agreements.

Responsibility:

• Oversaw end-to-end data collection, validation, and transformation for ITSM onboarding, ensuring seamless integration and alignment with customer requirements. Achieved a 25% reduction in onboarding time by optimizing data processes.
• Excellency in BMC’s all foundation data, Handled End to End data configuration for clients.
• Utilized Remedy Data Management Tool (DMT) and Data Import Tool (DIT) for bulk and transaction data loading, enhancing data accuracy and integrity within the ITSM environment. This resulted in improved client trust and satisfaction with data reliability.
• Developed and maintained the Data Review Tool (DRT) in SQL 2008 for validating foundation data, reducing project lead time by estimably 30%. The DRT facilitated quicker data preparation workflows, streamlining the overall project delivery process.
• Acted as a liaison between development and testing teams, effectively managing defect resolution during System Test and UAT phases to ensure timely project sign-offs. This communication strategy fostered a collaborative work environment, leading to higher quality deliverables and enhanced customer satisfaction.