Sumana Bhat

• Lead and mentor a high-performing team of ServiceNow specialists, managing resources across delivery and support functions.
• Own people management responsibilities including onboarding, goal setting, regular performance feedback, capability development, and knowledge transition planning.
• Own end-to-end delivery of ServiceNow initiatives, spanning planning, estimation, execution, release, and post-production stabilization, while ensuring adherence to SLAs and service quality standards.
• Act as the primary escalation point for complex customer and operational issues, overseeing major incident bridges, driving timely resolution, and safeguarding customer satisfaction and retention.
• Govern Incident, Major Incident, Problem, and Change Management processes, including CAB coordination, RCA oversight, and risk assessment, aligned to ITIL and Service Management best practices.
• Manage and coordinate with external vendors and partners, setting delivery expectations, tracking dependencies, reviewing outcomes, and handling escalations to ensure alignment with project timelines and service commitments.
• Partner closely with business stakeholders, IT operations, security teams, and vendors to align priorities, manage risks, and drive cross-functional delivery.
• Guide teams through solution discovery, design, deployment, and ongoing management of ServiceNow capabilities, using technical background to review approaches and ensure quality outcomes rather than hands-on execution.
• Lead ServiceNow project delivery by managing scope, demand intake, prioritization, dependencies, and delivery milestones, ensuring alignment with business and operational commitments.
• Design and deliver structured onboarding and enablement programs for new hires and stakeholders, reducing ramp-up time and improving solution adoption.
• Monitor operational metrics, SLA/KPI performance, and customer satisfaction trends using ServiceNow reporting and dashboards; translate insights into continuous improvement actions.

Twilio | Oct 2024 - Jan 2025

• Served in a client-facing lead role, partnering with client managers and architects to deliver automation solutions on the ServiceNow platform.
• Owned features end-to-end, from requirement analysis and solution design through implementation, testing, deployment, and production monitoring.
• Led design discussions and technical decision-making for new features and platform enhancements, ensuring scalability and operational stability.
• Coordinated release management activities, including change planning and deployment of update sets to Production environments.
• Acted as a key point of contact during client testing cycles, tracking feedback, ensuring closure, and maintaining delivery timelines.
• Improved system stability by identifying bottlenecks, strengthening monitoring, and proactively addressing potential failure scenarios.

Elara Caring | Jan 2023 – Oct 2024

• Led delivery of ServiceNow enhancements and automation initiatives in collaboration with automation experts, architects, and offshore client stakeholders.
• Translated business requirements into sustainable and scalable ServiceNow solutions, following ITIL and Scrum best practices.
• Coordinated end-to-end development and deployment cycles, including testing, release execution, and post-production support.
• Oversaw Service Catalog and workflow-based solutions to automate service delivery and reduce manual effort for operations teams.
• Acted as a central coordination point across cross-functional and cross-time-zone teams, ensuring alignment on priorities, dependencies, and delivery timelines.
• Managed production support for delivered solutions, troubleshooting issues and driving resolution to maintain service continuity.
• Supported integrations with third-party tools and collaboration platforms, working with internal and external teams to ensure seamless operation.
• Planned and conducted KT and enablement sessions for teams across regions to support adoption and operational readiness.
• Participated in assessment and mentoring of junior ServiceNow administrators, providing structured feedback and supporting capability development.

• Supported offshore delivery teams across BMC Remedy and ServiceNow for enterprise ITSM operations.
• Worked with client architects to implement solutions aligned with ITIL best practices, including workflows and service catalog enhancements.
• Delivered project requirements using Agile–Scrum practices, tracking work through Jira and supporting sprint execution.
• Supported implementation and release activities, including change coordination and post-release validation.
• Coordinated with globally distributed teams, providing delivery support and targeted knowledge transfer as required.

• Conducted end-to-end requirement gathering with business stakeholders to understand operational needs and translate them into functional specifications and user stories, primarily for CSM and HRSD initiatives.
• Analyzed existing customer service and HR workflows to identify bottlenecks and inefficiencies; created process maps, current-state documentation, and improvement recommendations.
• Implemented and customized ServiceNow HR Service Delivery (HRSD) and Customer Service Management (CSM) solutions to improve operational efficiency and user experience.
• Converted requirements into Jira stories, collaborated on story estimation, prioritized backlog items with stakeholders, and tracked delivery progress across Agile sprints.
• Actively supported Scrum ceremonies, including sprint planning, daily stand-ups, reviews, and retrospectives, helping teams maintain delivery cadence and visibility.
• Worked closely with globally distributed teams across time zones, coordinating delivery, knowledge sharing, and training to ensure consistent execution.

• Provided application and user support for BMC Remedy ITSM, covering core operational modules with a focus on Work Order and Task Management.
• Acted as Project SME for Auto Assignment and Approval workflows, owning configuration, troubleshooting, and end-to-end delivery for a year-long initiative.
• Served as SPOC for assigned Remedy projects, coordinating requirements, execution, and stakeholder communication.
• Analyzed operational requirements and improved work fulfillment approaches to enhance efficiency and data accuracy.
• Troubleshot application issues, including foundation data corrections, to improve user and people record management.
• Created and maintained process documentation and conducted biweekly training sessions to upskill team members.
• Supported development of process KPIs and dashboards to improve operational visibility and performance tracking.
• Worked in an Agile (Kanban) environment, identifying process improvement opportunities and contributing to retrospectives and PI planning discussions.
• Frequently acted as a Scrum Master substitute, facilitating daily stand-ups, sprint reviews, retrospectives, and coordinating Product Owners to meet delivery commitments.

• Supported and administered BMC Remedy ITSM for 130+ global clients, providing L1 application support across Incident, Change, Service Request, and SLA management processes.
• Served as Project SPOC for multiple Remedy engagements, coordinating requirements, issue resolution, and release-related activities with L2/L3 teams.
• Troubleshot application and configuration issues, including foundation data corrections, to ensure data accuracy and operational continuity.
• Supported configuration enhancements and deployments, working with Import Sets, Update Sets, and data migration activities across environments.
• Built and maintained reports and dashboards, including early exposure to ServiceNow Reporting and Performance Analytics, for clients in onboarding and implementation phases.
• Transitioned into ServiceNow platform support (2016–2018), working on foundation modules, reporting, dashboards, and PA capabilities.
• Participated in Agile delivery practices, including PI planning, daily stand-ups, and sprint coordination, supporting enhancement and release cycles.
• Created requirement and solution documentation and conducted knowledge transfer sessions to support team readiness and smooth handovers.