Shipra Singh

• Directly lead and orchestrated the end-to-end operations of the entire project, overseeing multiple teams and personally driving the efficient delivery of customized services to the specific clientele.
• Established and meticulously maintained key performance indicators (KPIs) to monitor team performance, consistently offering actionable recommendations for ongoing improvements in the field of ITSM, CMDB, and scripting.
• Created technical designed documents and assisted with project planning and estimation.
• Responsible for driving delivery management at customer sites, resolving issues, and ensuring high-quality service delivery understanding the pain points across multiple suits of ServiceNow applications such as ITSM and CSM.
• Foster team and employee engagement through knowledge sharing, employee performance management, and creating a positive working environment.
• Utilized a diverse skill set encompassing HTML, XML, Javascript/AJAX, and REST/SOAP integrations to design, develop, and implement a wide range of solutions, including but not limited to knowledge management, SLA, scheduled jobs, notifications, and ACLs.

Project 1: JP Morgan & Chase (WFH) - London : Technical Lead for implementation of RWT infrastructure and Address Validator

Project 2: JP Morgan & Chase (QuickWin) - Edinburgh : Technical Lead to clear the organization's pending backlogs

Project 3: JP Morgan & Chase (RC Decom) - London : Technical Lead for redesigning the process and decommissioning the legacy items.

• Successfully implemented the project, led a team of 12 members.
• Lead recruitment efforts, including interviewing and onboarding new team members, as well as managing on- and offboarding processes.
• Mentored team members, conducted knowledge transfer sessions, and delivered training seminars to stakeholders and client-side developers.
• Analyzed client landscapes, revamped legacy services, and optimized workflows to improve efficiency.
• Implemented customized solutions for customer specific requirements.
• Smoothly onboarded customers on ServiceNow and conducted workshops/training seminars.
• Performed ServiceNow instance upgrade and cloning activities and thereby proactively suggested enhancements to improve customer experience.

Project : Telus Canada (In-house work with multiple vendors)

Role : Technical Lead

• Implemented complex catalog structures to support requirements and automate processes.
• Configured Azure Integration for a client, streamlining workflows and enhancing process efficiency.
• Monitored platform upgrades and proactively configured complex workflows to ensure the seamless flow of service catalogs and change processes.
• Collaborated closely with practice leads, sales teams, and ServiceNow during customer acquisitions, providing valuable insights and expertise.
• Developed and executed implementation and governance plans for multiple ServiceNow projects, ensuring successful project delivery and adherence to best practices.
• Conducted process flow analysis and redesign along with the client and thereby provided best migration solutions.
• Conducted process workshops, performed feasibility analysis, and facilitated the setup of user stories to drive effective solution design.
• Created design documents, migration plans, end-user guides, technical documentation following implementation, ensuring comprehensive well-documented solutions and smooth adoption of the platform.

Project 1: Sony - Tokyo - Japan

Role : Implementation Specialist for ITSM and Custom Apps Project 2: Dubai Silicon Oasis - Dubai - UAE (Onshore engagement) Role : Implementation Specialist for ITSM and part of Continual Improvement Plan team to ensure delivery for a rapidly changing business

Project 3: STU Desk - Tokyo - Japan

Role : Technical Lead for implementation of Azure integration

• Involved in ITSM development and consulting for large-scale projects ensuring effective implementation and alignment with business needs.
• Configured and demonstrated various modules of ServiceNow to clients both onshore and offshore, showcasing the platform's capabilities and driving client satisfaction.
• Conducted integrations of ServiceNow with IT PAM, E-Bonding, and homegrown tools, streamlining processes and enhancing overall system functionality.
• Performed requirement elicitation and analysis, translating business needs into functional and technical documents to drive successful solution design.
• Thrived in a highly competitive and performance-based environment, supporting over 40 customers on the Multi-tenant ServiceNow platform.
• Demonstrated the Product, both standard and tailored to prospects and existing customers, both onsite and virtual.

Project : Sasol- Cape town - South Africa (Onshore engagement) Role : Trained & on-boarded 50+ stakeholders on ServiceNow