Shravanti Burugapalli

Responsible for delivering ServiceNow product installations to scope, time, and budget as contracted with the customer.

Conduct requirements gathering workshops.

Develop work plans, sprints, manage risks and issues, facilitate stand-up meetings, sprint review meetings, retrospectives, project financials, approvals, and closure activities.

Work closely with Solution Architects and Technical Consultants to deliver the best product to the Customers.

Strategically hire cross-functional employees to work on multiple projects, increasing on-time delivery while minimizing impact on profitability.

Led successful project execution via creation and maintenance of project management documents, such as requirements, schedule, and timelines.

Established and implemented best practices, processes, and procedures that improved efficiency and outcomes.

Successfully delegated tasks and responsibilities while tracking and reporting on project progress, budget, and timeline.

Identify focal points and lead causal analysis investigations to successfully identify the causes of problems impacting Client Technology Infrastructure Operations.

Foster a culture of continual process improvement and best practices within the region.

Collaborate with regional peers in global forums to ensure the effectiveness of processes and tools.

Develop, update, and maintain existing Standard Operating Procedures (SOPs) and best practices for tools and configuration management activities.

Ensure the maintenance of the production baseline during the system development and implementation lifecycle.

Participate in system development lifecycle gate reviews.

Conduct Start of Day (SOD) and End of Day (EOD) calls to manage incident life cycles effectively.

Monitor incident status, track issues, and coordinate between Resolver Groups and Clients.

Define and register Configuration Items (CIs) within the CMDB for accurate IT Service Management (ITSM).

Implement standardized procedures for reconciling data between tools like CMDB and GACDW to ensure data integrity.

Act as Change Manager, overseeing Business-As-Usual (BAU) activities post-transition and designing effective processes.

Implement, configure, and maintain CMDB processes and work instructions in compliance with the ITIL framework.

Understanding and analysis of functional specification defined in user stories.

Coordinating with the management to understand and implement key financial systems, transition.

Collaborating with L1/L2 teams to perform process-related RCA and resolve 200+ issues.

Defining scope, exploring application of security models of 15+ instances, and handling key activities.

Formulating and deploying policies and procedures for the smooth execution of processes and operations.