Ranjit Kumar Hm

Request Process Owner Servicenow Ba @Mark Anthony Group

Vancouver, BC, CA

Collaborated with Process Owners, Process Managers, and Business partners to build processes and improvements based on the ITIL framework.• Designed appropriate process interfaces between other ITSM processes.• Provided business requirements for tools and interfaces that support the processes and groom the product backlog.• Built an effective plan to drive the adoption of new processes and procedures, providing early awareness of service changes, informative materials, training, and knowledge transfer to IT support teams and organizational champions.• Collaborated with IT Operations, Service Delivery, Enterprise Architecture and IT Business leaders to develop processes in alignment with the business strategy and desired outcome.• Developed positive relationships with Business Unit leaders and IT Delivery Business partners across the organization to identify Services that can be provided through the Service Catalogue.• Reviewed processes, ensuring they reflect the company\'s ITSM maturity and align with the strategic SMO Roadmap.• Ensured all process activities were carried out by regularly producing and sharing process ‘Health check’ reports with Business partners.• Defined, reported and retained key success factors and critical metrics that supervise the processes\' efficiency, effectiveness, and expected business value.• Configured new catalogue items and modifications, engaging the ServiceNow development team for more sophisticated development (e.g, orchestration and integration).• Performed quality assurance testing on all catalogue items as part of the software development lifecycle.• Coordinated and facilitated user acceptance testing with the catalogue item owner and Business partners.• Act as the Agile Scrum Master, responsible for facilitating and enabling the Scrum methodology for the SMO.• Owned agile planning sessions, promoting collaboration and estimation in delivering high-quality work within the sprint timeframe.