Abil Moncy Mohan

Change Management:

• Implemented and maintained ITIL change management framework to ensure that all IT changes are properly documented, reviewed, approved, and executed.
• Captured comprehensive change plans, including risk assessments, impact analysis, backout and test plan and communication strategies for all proposed changes.
• Created and implemented change management strategies and plans that maximize adoption and usage and minimize resistance.
• Acted as champion of Change Enablement Process and contributed to its improvement.
• Assisted crew with navigating process and facilitated successful change submissions along with handling user queries and escalations.
• Produced deliverables as needed, including meeting agendas and minutes, scheduled and ad-hoc reports, and Failed Change summaries.
• Able to function in fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Resilient in adapting to variety of situations and individuals while maintaining sense of purpose and mature problem-solving approach.
• Able to organize people and tasks, adjust to priorities, learn systems, detail-oriented within time constraints and with available resources.

Transition to ServiceNow:

• Acted as internal Project Manager during transition from HP MY Service to ServiceNow. Contributed to design and implementation of change management module in ITSM tool.
• Supported business verification testing for change modules both pre- and post-go-live. Successfully migrated existing templates, procedures, workflows, and knowledge base articles to new system.

Report Management:

• Created Enterprise Change Management team reports and Developed Dashboards within ServiceNow to project if KPIs are met, statistics, achievements, backlogs and deviations.
• Analyzed reports, provided insights for process improvements, and identified deviations from established processes.

Training:

• Delivered training for new hires and conducted process overview sessions for new joiners and Service Owners
• Facilitated ITSM Tool training specifically focused on change management module

Configuration Management:

• Engaged in tasks related to CMDB module to enhance my knowledge. This included remediating duplicate CI tasks, updating or deleting CI attributes, managing support group memberships, and creating groups and users.

Quality Audits:

• Conducted regular quality audits of change management processes across infrastructure groups.
• Identified process deviations and ensured adherence to quality standards.
• Provided targeted training for teams failing to meet change quality criteria and offered feedback to leadership.

Change Management:

• Maintained accurate and up-to-date records of all changes, including change requests, approvals, and post-implementation reviews.
• Identified and managed potential risks associated with changes, taking proactive measures to minimize service disruptions.
• Ensured clear and effective communication with stakeholders, including IT teams, business units, and senior leadership team, regarding change-related activities.
• Monitored and enforced compliance with ITIL change management policies and procedures.
• Conducted post-implementation reviews to assess success and impact of changes and made necessary adjustments for continuous improvement.
• Provided training and awareness programs for staff to ensure understanding and adherence to change management processes.
• Developed and reported on key performance indicators (KPIs) related to change management effectiveness and efficiency.
• Facilitated regular CAB meetings to assess and approve changes, ensuring the involvement of relevant stakeholders in the decision-making process.
• Contributed to maintaining the forward schedule of change and release, including collision management activities.
• Coordinated with technology groups for daily stand-ups to identify and address set-backs and process deviations on a day-to-day basis. Provided guidance and conducted training or process refresher sessions as needed.

Project: Migration of ITSM Tool from BMC Remedy on Demand to ServiceNow

• Responsible for the overall success of user acceptance testing, including documentation, verification and release for the ITSM modules within the Service Now tool. Implemented practices and procedures for end user test plans.
• Identified and documented gaps in requirement adherence or system defects and coordinated appropriate action through issue resolution. Led in creating formal communication to be delivered to relevant stakeholders. Provided guidance and training to application end users.
• Successfully migrated existing templates, procedures, workflows, and knowledge base articles to the new system.
• Established feedback loops and processes to ensure that value is captured through solution adoption (e.g. surveys, forums).
• Developed and collaborated in key projects and requirement deliverables for projects of moderate to high complexity.

Problem Management:

• Managed the end-to-end problem management process, including Major Incident Review (MIR) review calls, documentation, and risk management.
• Conducted trend analysis to proactively identify potential issues.
• Able to solve problems through systematic analysis of processes (5 Why, Ishikawa Method) with sound judgment and have a realistic understanding of relevant issues and drive them to resolution by collaborating with technology teams and ensuring permanent fixes are implemented and documented for future reference.

Report Management:

• Acted as a Scrum Manager to run and analyze reports on incidents, service requests, problems, and changes.
• Monitored SLA and KPI achievements and developed improvement plans in collaboration with teams. Communicated progress and plans with senior leadership.

Knowledge Management:

• Reviewed, analyzed and created detailed documentation deliverables like playbooks, training materials, communication plans, and a central repository for knowledge base articles (KBAs) and standard operating procedures (SOPs) of business systems, processes, software and user needs within the team.
• Responsible for the written documentation of requirements in accordance with established standards, in a clear and well organized manner and maintaining accuracy throughout.

Continual Service Improvement:

• Demonstrated working knowledge of the intersections between the Change Enablement process and other connected ITSM processes, such as Incident and Major Incident Management, Problem Management, Configuration Management, Transition Management, Risk Management and Service Validation and Testing
• Identified opportunities for continual service improvement (CSI) to enhance processes. Actively provided feedback to streamline processes and aligned them with the organization needs.
• Implemented continuous improvement approaches with advanced Change practitioners and fostered interest and development across the IT organization.