Vishal Shah
Summary
ServiceNow Delivery Lead with 10+ years of experience driving enterprise-scale platform enhancements and leading Agile teams. Combines deep technical expertise in ServiceNow development with certifications to deliver secure, compliant, and innovative solutions. Proven success in mentoring developers, resolving platform issues, and aligning stakeholder priorities with industry best practices.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ServiceNow Delivery Lead
ING Bank Australia
09.2018 - Current
- Led the implementation, enhancement, and optimization of the ServiceNow platform, delivering strategic business outcomes
- Designed scalable Core Business Workflows solutions aligned with best practices and long-term viability
- Key responsibilities:
- Customer-Centric Consulting & Solution Design
- Led workshops to assess processes and define future-state workflows using ServiceNow
- Advised stakeholders on maximizing platform capabilities across ITSM, SPM, FSC, WSD, and LSD
- Designed and delivered sustainable, best-practice ServiceNow solutions
- Platform Development & Technical Execution
- Configured and customized Core Business Workflows to enhance employee experience
- Provided technical oversight, ensuring adherence to ServiceNow coding and integration standards
- Conducted testing, peer reviews, and quality assurance for scalable solutions
- Stakeholder Engagement & Governance
- Partnered with IT, HR, Finance, and Risk Compliance teams to drive digital transformation
- Provided expert guidance on platform architecture, automation, and integrations
- Delivered technical documentation and business requirement workbooks
- Continuous Improvement & Innovation
- Championed automation strategies to improve efficiency and reduce manual effort
- Maintained up-to-date expertise in ServiceNow capabilities and automated workflows
- Provided product feedback to ServiceNow to enhance platform capabilities
Senior Consultant
PwC Australia
05.2016 - 08.2018
- Implemented ServiceNow Business Management modules (PPM focus) for banking & financial clients
- Led/mentored teams & collaborated with global ServiceNow administrators
- Developed Resource, Project, Time-card, Financial, Demand, Contract, Risk, & Agile Management solutions
- Provided ServiceNow technical design expertise
- Managed end-to-end ServiceNow delivery activities
- Created product configuration & training documentation; provided training & operational support
- Managed organizational changes associated with ServiceNow releases
- Transformed multi-million dollar project portfolio management using ServiceNow PPM
- Defined resource management KPIs & dashboards, improving utilization & budget control
- Automated CIO dashboards, enabling real-time decision-making & enhanced operational visibility
PMO Coordinator
Origin Energy
01.2015 - 04.2016
- Supported Cyber Security Transformation, Windows 8.1/Office 365 rollout, & Oracle Financial Control Management
- Managed program risks, issues, actions/decisions, & stakeholder listings
- Maintained project KPIs & delivered accurate financial/progress reports
- Assisted program managers with budgets up to $25M
- Supported three successful Program Audits
- Collaborated on vendor contract negotiations for cost savings
Project/PMO Lead
Volvo IT, Volvo Group
09.2010 - 01.2015
- Worked on BMC Remedy CMDB, Change/Release Management within ITSM programs
- Performed gate reviews & provided PMO recommendations
- Contributed to ITSM/PMO process improvements & BMC Remedy ITSM rollout
- Developed/maintained processes adhering to project methodology & governance
- Received award for "Change & Configuration Management Project" contribution
- Assisted portfolio manager with managing budgets up to 300M SEK (≈ AUD 50M)
APAC Team Leader/Assistant Manager, Global Service Desk
Volvo IT
12.2007 - 09.2010
- Managed service desk delivery & initiated improvement projects
- Built foundation for project management
- Increased on-call resolution via knowledge base, problem management, & ITIL best practices
- Recognized for process implementation & KPI fulfillment
- Coached Global Service Desks in Poland & China
Education
Masters of Information Systems -
Australian Catholic University
01.2007
Graduate Diploma of Information Systems - undefined
Australian Catholic University
01.2006
Bachelor of Science - Mathematics
Gujarat University
01.2004
Skills
- Methodology: PMBOK, Agile/SCRUM, Kanban, ITIL V3, ITSM, enterprise IT architecture and relational databases
- Areas of expertise: Stakeholder management, Change Management, Process Improvement, Contract management, Risk management, Communication management, Cost management and Requirement management to testing with user acceptance
- Tools: Experience with web-based technologies such as HTML, JavaScript, Web services APIs (SOAP), XML and SQL
Certification
- 2020: The Complete ServiceNow Developer Course
- 2019: ServiceNow Platform Implementation, ServiceNow
- 2018: Agile PM foundation, APMG Institute
- 2016: ServiceNow System Administrator, ServiceNow
- 2014: Project Management Professional (PMP), Project Management Institute (PMI)
- 2013: ITIL Foundation V3 (2011), APMG Institute
- Professional Institutions/society Membership: Australia Computer Society (ACS), Project Management Institute (PMI), IT information Library (ITIL), Member of ServiceNow product lab.
Accomplishments
- Enterprise Service Management Expansion
- Scaled ServiceNow beyond ITSM, integrating Risk, Finance, Workplace, and Legal workflows.
- Delivered self-service portals and automation for non-IT departments.
- Complex IT Ecosystem Integrations
- Integrated ServiceNow with SailPoint, Splunk, PagerDuty, Azure DevOps, SCCM, BigFix, and more.
- Automated cross-platform processes, enhancing system interoperability.
- Custom Applications & Rapid Deployments
- Developed tailored solutions for IT disaster recovery, risk management, workplace safety, and IT procurement.
- Rapidly deployed the Safe Workplace Suite during COVID-19 to ensure business continuity.
Timeline
ServiceNow Delivery Lead
ING Bank Australia
09.2018 - Current
Senior Consultant
PwC Australia
05.2016 - 08.2018
PMO Coordinator
Origin Energy
01.2015 - 04.2016
Project/PMO Lead
Volvo IT, Volvo Group
09.2010 - 01.2015
APAC Team Leader/Assistant Manager, Global Service Desk
Volvo IT
12.2007 - 09.2010
Graduate Diploma of Information Systems - undefined
Australian Catholic University
Bachelor of Science - Mathematics
Gujarat University
Masters of Information Systems -
Australian Catholic University
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