Summary
Overview
Work History
Education
Skills
A Brief Summary of ServiceNow Project Experiences
Certification
Timeline
Rutuja Bande

Rutuja Bande

ServiceNow Business Analyst |Functional Consultant | Technical Manager
Pune

Summary

Currently working with a leading IT service provider, Tech Mahindra with ServiceNow practice.

Have worked as ServiceNow Business Analyst/Functional Consultant and Delivery lead for multiple clients including leading foreign bank and Fintech company in Canada and german based Telecom giant.

Handled customer from onshore with confidence and achieved to get more business to the company.

Participate in workshops and facilitate meetings with clients and business stakeholders to gather requirements

Analyze the client's business requirements and their processes through document analysis, interviews & workshops

Manage and prioritize product backlog and create the Feature, User stories, Functional Design Document (FDD) etc.

Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.

Demonstrate the functionalities to Client at the end of each sprint and took feedback from them

Conducted the trainings for customers after project completion using ‘Train-the-trainer' method

Experienced in Agile & SAFe Agile methodologies and frameworks. Involve in Agile ceremonies like Daily stand-up, Sprint Planning, Sprint review, Retrospective meetings etc.

Along with BA role in projects, I have showcased my caliber to perform additional responsibilities as Delivery Lead as well.

As a delivery lead engaging into S OW creation, resourcing, and estimation.

Worked with Presales team to d evelop solutions and presented it to customer.

Expertise on creating Test-cases, Test Plan, Product Risk Catalog, Test Completion Report etc.

Conducted different levels of testing including functional, user acceptance, integration, and performance to verify the client's needs are met.

Overview

12
12
years of professional experience
6
6
Certifications

Work History

ServiceNow Business Analyst/Functional Consultant

Tech Mahindra
Pune
12.2016 - Current
  • Lead team through requirements gathering and sprint design sessions for the Service Now application.
  • Worked with client stakeholders to document baseline current state Service Delivery operations.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Worked at client side to understand the customer way of working and gain confidence to deliver best.
  • Developed scalable solutions and reviewed business processes owners.
  • Engage stakeholders to conduct reviews through joint design sessions.
  • Prepared presentations for customers and project members to detail project scope and progress.
  • Establishing user journeys and creating user stories to support design and configuration , customizations of various servicenow modules and platform.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Monitor or track project milestones and deliverables.
  • Assign duties, responsibilities, and spans of authority to project personnel.
  • Patriciate in effort estimation process to help draft project plan and SOWs in the early stage of project lifecycle.
  • Collaborated with business leadership to set priorities based on business need, resource capacity and risk exposure.
  • Work closely with project teams and business for technical & functional consultation with ServiceNow best practices for implementation and ongoing operations
  • Help presales team to provide initial technical support for the scope and conduct workshops along with them to predesigned ServiceNow technical solutions and provide detailed specifications for those proposed solutions.
  • Worked closely with software development and testing team members to design and develop robust solutions to meet requirements for functionality.
  • Cross-trained existing employees to maximize team agility and performance.
  • Prepared Test strategies and conducted UAT sessions and training sessions with customer.

Senior Software Engineer

Wipro Technologies
Pune
03.2015 - 12.2016
  • Worked as a technical lead for the Remedy Development and operational project
  • Was involved in Release planning while performing the role of release manager
  • I was mainly responsible for working on L2 & L3 level requirement development.
  • Developed new functionalities in Remedy ITSM and SRM
  • Handling Release planning & scheduling
  • performed Remedy upgrade
  • Key Contributions:
  • Responsible for handling Monthly enhancement release and Monthly Bug releases
  • Coordinate with Project initiative team and check the possible new enhancements
  • Point of contact for new requirements for onsite team and client to understand the requirements and handle the difficulties under the requirements
  • Managing monthly enhancement and bug release into BMC Release management module and take it to Successful deployment stage

BMC Remedy Consultant

BMC Software
Pune
10.2011 - 02.2015
  • Worked on ITSM Tools Remedy consultant to provide technical solution for ITSM to customer
  • Customized the OOTB functionalities as per the business needs
  • Strong working experience on development and administration by collecting business requirements and maintaining technical documentation
  • Key Contributions:
  • Development of remedy customizations for ITSM module.
  • Configuration of Email Notifications and Alerts in Remedy to help users aware of the updates on their tickets
  • Responsible for creating technical documents and get UAT sign off on the business requirements
  • Timely support to resolve any implementation and performance issues reported on tool
  • migrated the code to live environment and provided support

Education

Bachelor's: Engineering Technology -

Pune University, Maharashtra Institute Of Technology
04.2001 -

Engineering Diploma: Electronics & Telecommunication -

Govt Polytechnic, Maharastra
04.2001 -

Skills

    ServiceNow (ITSM, HRSD, ITAM, ITOM, Service Portal & Catalogs, Service Operations Workspace & VA

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A Brief Summary of ServiceNow Project Experiences


Project 1: ServiceNow Greenfield implementation and Process automation

Client: German based Telecom company (DGF - deutsche-glasfaser)

Role: Lead Business Analyst, Offshore delivery lead

Description: Customer is new to ServiceNow platform hence work started with deploying OOTB ITSM feature to be aligned with customer process. Worked to understand current process customer has and solution them to convert into ServiceNow solutions. Lead a team of 6 Business analysts to gather and understand customer requirements. Worked on future process design and helped in creating user stories and BRD documents. Conducted workshops, training sessions, UAT sessions with stakeholders and end users. Current phase covers ITOM - ServiceNow discovery including GCP and Kubernatives. Also working with Project and programs management to plan the delivery strategies and resource alignments.



Project 2: ServiceNow Service Portal, ITSM and custom application automation

Client: Canadian bank - Scotia Bank

Role: Lead Business Analyst, delivery lead (Onsite)

Description: Customer was having multiple portals within serviceNow, re-built the services on single portal and defined the access with simplified / redesigned catalogs and its fulfillments. Solution and lead the delivery for Technology Onboarding and offboarding, custom application to created custom roles based on the employees designation and departments. Lead the delivery on Operation Readiness automation project where we automated the Risk assessment process within Project Operation readiness phase of delivery framework. Also solution, VPN renewal process for bank technical staff. Lead the delivery for whole engagement from onsite.


Project 3: ServiceNow ITSM, HAM & end to end HRSD implementation

Client: Canada based Fintech company - Finastra

Role: Lead Business Analyst (Onsite)

Description: Implemented end to end HRSD module. Migrated custom HR application to ServiceNow HRSD. Build HR services, Onboarding/offboarding services, Employee service Center, dedicated Virtual agent for ESC. Created different forums, topics, permissions, contents and HR knowledge portal. Build integration with Workday and docusign. Worked on HAM to streamline Hardware asset procurement process. Built Technology onboarding and offboarding along with Asset management.

Worked as QA in the initial phase of the project to support upgrade testing.



Certification

ServiceNow Certified Application Developer (CAD)

Timeline

ServiceNow Business Analyst/Functional Consultant - Tech Mahindra
12.2016 - Current
Senior Software Engineer - Wipro Technologies
03.2015 - 12.2016
BMC Remedy Consultant - BMC Software
10.2011 - 02.2015
Pune University - Bachelor's: Engineering Technology,
04.2001 -
Govt Polytechnic - Engineering Diploma: Electronics & Telecommunication,
04.2001 -

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Rutuja BandeServiceNow Business Analyst |Functional Consultant | Technical Manager