Varna Doddaballapura Shankara
Senior Consultant
Bengaluru,KA
Summary
Highly enthusiastic, energetic, and a versatile professional with over 7.5 years of experience in Business Analysis, IT Service management, Knowledge management, and Stakeholder management.
An empathic listener and a persuasive speaker, with a proven track record of achieving customer satisfaction, and possessing exceptional leadership and management skills.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
6
6
Certifications
5
5
Languages
Work History
ITSM Change Manager
Capgemini
06.2021 - Current
- Leveraged data-driven insights to guide decision-making processes around proposed changes.
- Host IT CAB meetings and participated in the daily operations call for status updates on daily changes to the higher management.
- Facilitated workshops and training sessions to equip staff members with tools necessary for successful adaptation during periods of transition.
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Reduced resistance to change by employing empathetic communication and understanding the concerns of employees affected.
- Streamlined processes for enhanced efficiency, working closely with cross-functional teams to identify gaps and redundancies.
- Collaborated with senior leaders to align change initiatives with strategic objectives.
- Coordinated efforts between multiple departments during large-scale transformation initiatives, ensuring seamless execution from start to finish.
- Led teams through complex transformations, providing guidance and support throughout the process.
- Monitored progress throughout change implementation phases, adjusting timelines as needed based on project requirements.
- Enhanced organizational agility by fostering a culture of continuous improvement and adaptability.
- Ensured compliance with regulatory standards while executing change management activities.
- Maintained up-to-date knowledge about industry trends in relation to change management methodologies and best practices.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Developed training materials and resources for smooth transitions during organizational changes.
- Identified opportunities for cost savings within organizations undergoing significant structural shifts.
Business Analyst-PEGA Knowledge
Cisco Systems
11.2019 - 07.2021
- Analyze and validate gathered business requirements from various departments, Global Process Owners, to ensure data is migrated to work with new systems and downstream applications.
- Recommend new tool design suggestions and feedback, and work with development team accordingly.
- To collaborate with Business, IT Business Partners and Tech Leads to elaborate on their requirements.
- To take initiative of all IT tool migration activities and tasks and take end to end accountability of projects assigned.
- Responsible to drive UAT.
- Develop and provide required user training to GPOs on implemented changes.
- To take responsibility of issues/errors related to process/tools and drive resolution by engaging with appropriate stakeholders and Global Process owners.
- Analysis and Reporting - Analyze Data and Generate Content Maintenance & User Engagement Reports and present findings & recommendations.
- Content Creation and updates - Effectively work with Global Process Owner to create new Content on SOP's and edit existing Content based on feedback and suggestions from stakeholders.
- Creating reports on KM usage and feedback received by Vendor partners.
- Handle queries related to knowledge management process and avoid any escalations.
- Maintain updated KM process & methodology documentation to include internal quality assurance Ongoing maintenance of Articles/documents to ensure relevance of articles.
- Own the design, development, process maps, ongoing metrics, reports, analysis and dashboards.
- Prepare and publish KM newsletter on weekly basis.
- Prepare quarterly/monthly reports on Published Article Metrics for respective service categories.
- To constantly maintain and update GPO/SME/RPM approval matrix.
- To proactively work on incoming KM requests and drive their closure by constantly engaging with stakeholders as required.
Business Analyst-ServiceNow and BMC Remedy
Input Zero Technologies Pvt Ltd
08.2019 - 11.2019
- Worked closely with software development and testing team members to design and develop solutions that meet client requirements for functionality, scalability and performance.
- Met with stakeholders to gather requirements and establish favorable business relationships to support mutually beneficial interests.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Mapped current business and operational processes and recommended areas for improvement.
- Documented business processes and analyzed procedures to align with changing business needs.
- Developed metrics derived from raw company data to track improvements in organizational efficiency.
Associate Consultant-ServiceNow ITSM
Capgemini
08.2016 - 04.2019
- Analyzing, documenting, and publishing KPIs/Metrics to measure the effectiveness and efficiency of the "in scope" ITSM processes.
- Creating and publishing SOPs for existing and new issues by coordinating with next level teams.
- Documentation of issues and creating knowledge articles for the team.
- Liaising with site technicians, third-parties, project managers, and service managers to track problems through resolutions.
- Ensuring the effective and efficient operation of the Change Management process and identifying opportunities for improvement, monitoring the progress of changes through the entire the Life-cycle, and performing Post Implementation Reviews (PIRs).
- Effectively handling critical escalations.
- Providing soft skills and process training to new recruits.
- Performing Quality audits on a regular basis.
- Liaising with the concerned teams for working on upgrades and issues related to it.
- Preparing daily productivity reports to monitor the contribution of every member of the team.
Education
MBA -
St.Joseph's Institute of Management
Bengaluru 08.2018 - 02.2021
Bachelor of Engineering - Computer Science
SJCIT
Chickballapur 08.2012 - 08.2016
Skills
Requirement Analysis
Change management
Business Analysis
Stakeholder management
Agile and Scrum
Workflow Analysis
Knowledge management
IT Service Management
PEGA Knowledge
Salesforce uCRM
ServiceNow
SAFe
Certification
CSM-Certified Scrum Master
Accomplishments
- Awarded "Star performer" for the year 2023.
- Received "Certificate of Achievement" in recognition of outstanding contribution towards the success of the project in 2022.
- Awarded "Customer Delight" for outstanding performance and lasting contribution in the Annual Rewards and Recognition-2022.
- Awarded "Star performer" for receiving multiple appreciations from the clients on emails and client meetings.
- Awarded "Customer Delight" for outstanding performance and lasting contribution in the Annual Rewards and Recognition-2018.
Timeline
ITSM Change Manager
Capgemini
06.2021 - Current
Business Analyst-PEGA Knowledge
Cisco Systems
11.2019 - 07.2021
Business Analyst-ServiceNow and BMC Remedy
Input Zero Technologies Pvt Ltd
08.2019 - 11.2019
MBA -
St.Joseph's Institute of Management
08.2018 - 02.2021
Associate Consultant-ServiceNow ITSM
Capgemini
08.2016 - 04.2019
Bachelor of Engineering - Computer Science
SJCIT
08.2012 - 08.2016