ServiceNow
Rohit Venugopal
Sydney
Summary
Seasoned collaborator with over four years of experience delivering NSW Health projects using both Waterfall and Agile methodologies, along with eight years in service management within the Medical Device Industry. Brings hands-on expertise across various IT systems and a proven ability to engage stakeholders, optimise processes, and deliver results in dynamic, team-driven environments. Recognised for clear communication, smart task prioritisation, and a creative, solution-oriented mindset.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Analyst
NSW Health
01.2022 - Current
- Identified inefficiencies and gaps within existing workflows through detailed process mapping with MS Visio, recommending targeted improvements that led to increased productivity.
- Interacted with internal stakeholders and external vendors to understand business needs and translate into requirements and project scope.
- Contributed to agile development process by providing timely feedback on user stories and Epics in AzureDevops, ensuring accurate delivery of features.
- Led the design and implementation of multiple forms to streamline intake processes for the Business Management team, improving workflow efficiency and reducing manual errors.
- Built and optimised complex dashboards in BI tools, helping stakeholders to identify and correct data inconsistencies and improve data quality.
- Designed and executed UAT test scripts and logged defects within ServiceNow and worked to resolve issues noted.
- Supported the Change Manager in facilitating workshops and training sessions to equip staff with the necessary tools for a smooth and successful transition during periods of change.
Team Leader
Department Of Customer Service(NSW Govt)
07.2021 - 12.2021
- Managing and guiding team of 18 Operations Support Officers who reviews and assess COVID-19 Business Grant applications.
- Managing complex cases and following appropriate escalating procedures as required.
- Investigate complex grant applications and liaise with various stakeholders to assess eligibility and compliance.
- Ability to multi-task and manage multiple team-member and customer requests at one time.
- Creating Customized Salesforce Reports and dashboards based on requirements and Team requirements.
- Conduct Quality Assurance checks on Assessors.
Service Operations Specialist
Canon Medical Systems
07.2018 - 05.2021
- Manage and Lead team of 9 Senior Field Service Engineers to set priorities, ensuring high level of engagement by establishing a collaborative service environment.
- Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
- Built strong relationships with key customers through positive attitude and attentive response.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Identified process inefficiencies through data analysis and outlined sensible solutions.
- Collected, organised and analysed data for Branch Metrics meetings using analytical tools (PowerBI)
- Accomplishments
- Nominee for Canon Innovation Capture Award in 2020.
- Key user in the Management Team for Advanced Reporting in Salesforce.
- Streamlined the Invoicing process for T&M jobs using LEAN techniques.
- Improved the NPS score from 92% to 94% by digitizing the survey process.
Healthcare Facility / Remote Response Engineer
Philips Healthcare
02.2014 - 07.2018
- Engage with Hospital Biomedical Engineers in diagnosing and troubleshooting technical concerns using troubleshooting & advanced remote service tools for Philips Monitoring Systems.
- Liaising with Product Support Engineers, Distributors, Product Managers and R&D team to determine solutions to complex problems.
- Mapped current business and operational processes and recommended areas for improvement.
- Provide regular technical feedback to R&D Engineers and designers for product enhancement.
Education
Diploma - NextGen Leadership
NSW Health
HETI03.2025
Graduate Diploma - Business Management
Central Queensland University
Sydney, NSW12.2012
Masters in Engineering - Biomedical Engineering
University of New South Wales
Sydney, NSW02.2012
Skills
- CRM systems
- Requirements gathering
- Microsoft Office Suite
- User acceptance testing
- Business process improvement
- Gap analysis
- Test case scenarios
- Process improvement
Certification
- 2023-03 ITIL-IT Service Management
- 2023-07 SCRUM Master Certified
- 2023-08 SCRUM Product Owner Certified
- 2023-08 Microsoft Azure Fundamentals
- 2023-11 Data Visualization and Storytelling Course
- 2024-05 Prince2 Agile Foundation
- 2024-02 ServiceNow Micro-Certification
Software
Microsoft Visio
Azure Devops
PowerBI
Salesforce
Timeline
Business Analyst
NSW Health
01.2022 - Current
Team Leader
Department Of Customer Service(NSW Govt)
07.2021 - 12.2021
Service Operations Specialist
Canon Medical Systems
07.2018 - 05.2021
Healthcare Facility / Remote Response Engineer
Philips Healthcare
02.2014 - 07.2018
Graduate Diploma - Business Management
Central Queensland University
Diploma - NextGen Leadership
NSW Health
Masters in Engineering - Biomedical Engineering
University of New South Wales
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