Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Shruti Ahuja

Melbourne,VIC

Summary

Dedicated and results-driven ServiceNow Senior Manager| Director BPMO with 11 years of experience in technology consulting, leading high-performing teams, and delivering innovative solutions for clients. Seeking to leverage expertise in ServiceNow implementation, process optimization, and project management to drive successful outcomes and contribute to the growth and success of a dynamic organization.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Director BPMO APAC

Thirdera
06.2019 - Current
  • 11+ years of experience in large scale and mid sized ServiceNow Implementation on ITIL, ITOM, ITAM, HRSD, SPM ,WSD, custom and scoped applications
  • Assisted pre sales and sales team with demos, RFP's and SoW's for potential customers
  • Keen eye on budgeting and improving internal processes to align with organisation's strategic goals
  • Roadmap planning and advise on areas of improvement to utilise full potential of ServcieNow to customers and enable customers with higher ROI
  • Led team of 15+ Engagement managers, Business Analyst and Senior Process Consultants for APAC
  • Collaborated with Solution Architects on database design and process alignment of customer problem statements to render the best solutions
  • Experience in implementation projects and end to end SDLC ServiceNow development and delivery
  • Strong problem-solving, debugging and testing skills and hunger for learning new technologies
  • Oversaw quality assurance testing on new implementations
  • Provided personalized end-user training, offering education via in-person and online courses.
  • Authored customized user manuals for specific system configurations, tailoring content to unique employee skill profiles
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones

Senior Business Analyst

NAB (Infosys Technologies)
11.2018 - 06.2019
  • Led end-to-end ITSM ServiceNow implementation project for ServiceNow Implementation while collaborating with 15+ stakeholders to gather requirements, define scope, and develop detailed project plans.
  • Conducted stakeholder interviews, workshops, and requirements gathering sessions to understand business needs and translate them into ServiceNow solutions.
  • Defined product roadmaps, prioritized user stories, and managed the product backlog to ensure alignment with business objectives and timelines.
  • Worked closely with the development team to break down user stories into actionable tasks and ensure high-quality deliverables.
  • Acted as a liaison between business stakeholders and the development team, ensuring clear communication and effective collaboration.
  • Conducted regular sprint planning, grooming sessions, and retrospectives to drive continuous improvement and optimize team performance.
  • Implemented best practices and industry standards to enhance ServiceNow platform functionality and user experience.
  • Collaborated with QA teams to define test strategies and ensure the delivery of robust, defect-free solutions.
  • Provided ongoing support and training to end-users, ensuring smooth adoption and maximizing the value of ServiceNow implementations.
  • Stayed up to date with ServiceNow platform updates, new features, and industry trends to recommend innovative solutions and drive platform enhancements.

Iteration Manager

Telstra (Infosys Technologies)
01.2017 - 11.2018
  • Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
  • Communicated project updates to stakeholders at all levels.
  • Updated customers and senior leaders on progress and roadblocks.
  • Wrote, updated and maintained project documentation.
  • Resolved staff conflicts and identified potential areas of improvement.
  • Collaborated with stakeholders to define project objectives and criteria.


Education

MBA - Marketing

BIMM
Pune, India
05.2012

Skills

  • Knowledge Management
  • Budgeting and Resource Management
  • Client Meetings
  • Process Improvement Initiatives
  • Critical Thinking
  • Complex Project Delivery
  • Best Practices and Methodologies
  • Requirements Management
  • Operational Improvements
  • Scrum Methodology

Certification

  • ServiceNow CSA
  • CIS - ITSM
  • ITIL V3
  • Leading SAFE
  • SAFE Scrum Master


Languages

English
Native or Bilingual
Hindi
Native or Bilingual

Timeline

Director BPMO APAC

Thirdera
06.2019 - Current

Senior Business Analyst

NAB (Infosys Technologies)
11.2018 - 06.2019

Iteration Manager

Telstra (Infosys Technologies)
01.2017 - 11.2018

MBA - Marketing

BIMM

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Shruti Ahuja