Zinnia K.
Product & Platform Specialist (Internal Systems) @BT Group
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WORK HISTORY
Product & Platform Specialist (Internal Systems) @BT Group
GB
Performed discovery for the consolidation of multiple internal billing enquiry systems into a single ServiceNow-based platform supporting 400+ operational users-Partnered with product management, engineering, and design to define end-to-end workflows across email, call, and form channels, including integration and API touchpoints-Defined enquiry categorisation, routing, and assignment models through structured workshops with cross-functional billing and operations teams-Co-designed the front-door intake experience, producing low‑fidelity UI concepts and form designs (50+ forms) to standardise user input and reduce handling time-Contributed to platform architecture discussions, ensuring regulatory compliance and readiness for AI/ML-enabled enhancements.
EDUCATION
Dwarkadas J. Sanghvi College of Engineering
Bachelor of Engineering (BEng)
University of Mumbai
Bachelor of Engineering - BE
St. Teresa's Convent High School
SSC
Mithibai College
Physical Sciences
SPJIMR SP Jain Institute of Management & Research
Master of Business Administration (MBA)
SKILLS
ABOUT ZINNIA K.
I am an product- and systems-focused professional with experience owning and improving internal platforms across financial services and telecom. I specialise in platform and system-level product work, operating at the intersection of engineering, UX, data, and business operations to drive clear decisions and measurable outcomes.My recent work focuses on the consolidation of internal billing enquiry platforms into ServiceNow, where I have led discovery across multiple operational teams, translated complex workflows into structured taxonomies and routing models, and partnered with design and engineering to shape low‑fidelity UI concepts for early validation. This has helped reduce downstream rework and enabled scalable automation across email, call, and form-based channels.I bring strong technical literacy from a background in computer science and hands-on experience with JavaScript, APIs, and internal tooling. I am comfortable working with engineers on integration and platform architecture while maintaining a strong user and operations lens. I am particularly interested in product analyst, associate product manager, and system-focused product roles within regulated, large-scale environments.
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