Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Aditi Agrawal

Vernon Hills,USA

Summary

I am a passionate collaborator who engages with people and motivates teams to deliver Customer Excellence. I am passionate about people and technology and am constantly intrigued by how technology shapes human lives and how human behavior shapes the next innovation. I am a go-to person for connecting technical and business dots as and when needed in cross-functional teams to bring value to our organization. I have over two years of experience working directly with stakeholders to understand specific business processes, business drivers, and business strategies across multiple business units. Identifying and communicating resulting needs and opportunities for business process improvement that can be enabled via automation and now using GenAI technology.

  • I have eighteen years of experience working in multiple sectors, including Life Sciences, Retail, and Consulting.
  • Experience with IT Service Management and implementing IT and Governance processes for large organizations.
  • Experience working as a corporate and one-on-one software/process trainer for the disabled and abled.
  • Experience in selling, promoting, and implementing software.
  • Experience in Project Management, Business Analyst, and Data Management/Analytics.
  • Experience in Software and service lifecycles including SLC.
  • Experience with various frameworks and methodologies like ITIL, Lean Six Sigma, and CMMI for services, Scrum, and KANBAN.
  • Experience documenting and implementing various ITIL processes like Incident, Problem, and Knowledge Management.
  • Experience managing client relationships for teams working in the onshore-offshore model.
  • I am self-motivated and own the work's end-to-end delivery.
  • I was a mentee with the Finance/BTS PowerHer program, and my team elevated her pitch and got selected by the Abbvie Leadership.

Knowledgeable [Desired Position] with proven track record in designing and implementing robust data architectures. Successfully developed scalable solutions and enhanced data management frameworks to support critical business operations. Demonstrated expertise in data modeling and database design, consistently ensuring data integrity and optimizing performance.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Project Manager/ ITSM

Sogeti USA LLC/ Abbott
Waukegan, IL
09.2016 - Current
  • I was the oversight PM for multiple projects managed by various Service Providers in Abbott
  • Responsible for document updates and following the SLC process for a project delivered
  • Responsible for following up with Service Providers to meet the milestone for their deliverables
  • Responsible for running meetings with the Vendors and Abbott management
  • Responsible/ point of contact for Vendor PM for any other project issues, software licensing issues, etc
  • Work with various Infra and Application teams to help with reporting needs related to Incident, Problem, and Change Management.

ITIL Senior Analyst

Abbvie
Lake Forest, IL
04.2018 - 07.2021
  • Information Research
  • I am a liaison between the IR application team and Data Statistical Business
  • I managed vendor interaction for multiple applications and helped to align the licenses for Abbvie Allergan apps
  • Interact with the infrastructure team and business users to provide end-to-end reporting of Clinical Development, Pharmacology, and Statistical Sciences area business applications' environmental health including availability, performance, change management, and overall environmental health
  • Acts as Subject Matter Expert for the applications in the functional space
  • I provide business knowledge and oversight for Minor Application Enhancements and Maintenance and Support activities
  • Assists MSPs to ensure that all the user access to IT systems is adequately controlled and authenticated, and segregation of duties is maintained
  • I perform an initial business risk assessment for the maintenance and support of the Minor Enhancement activities
  • Monitors and reviews production defects and recommends enhancements to improve the testing models over time
  • Actively contributes to cross-technology process improvement initiatives
  • Monitor process adaptation and adherence
  • Reviews and provides input to improve procedures as applicable
  • Collaborates with the service provider to ensure the consideration of all the applicable AbbVie IT policies and practices
  • I participate in vendor performance meetings and operational reviews
  • Participates with supplier personnel regarding short-term architecture strategy development and provides a recommendation related to Application performance or continuous improvement
  • I perform post-installation analysis, including lessons learned, and provide recommendations for continuous improvement implementations as needed
  • Reviews and updates as needed, a repository of all essential information on supported applications including licenses, users, configurations, Configuration Management Database meta-data, or additional information as required
  • Contributes to the development of new or the refinement of existing critical Service Operations and Service Transition processes
  • Work closely with the compliance and SQA team to ensure the MSP team is following the Abbvie policies
  • I am working as the Process Champion for the Service Request Management process in SNOW for the EAS
  • I managed the KPIs and identified the CSF for our team, keeping customer excellence as the primary focus
  • I ensured that we had consistent availability of our business applications
  • I was the downtime contact for around 50 Pharma Dev applications, including critical Clinical Data Repository, Statistical, and Clinical Analytics (DSS-Spotfire) applications
  • I manage the P2 calls for the Pharma Dev's applications and align the Infra and the application team's people to minimize the business operations impact due to an outage
  • I produced metrics for our leadership to showcase the mean-time-to-resolution (MTTR), and mean-time-between-failures (MTBF) during any outage
  • I am a liaison between Data Statistical Science Business and the IR Application team
  • Some of the applications I manage include Clinical Data Repository, Spotfire, Reflection X, SAS EG, and many others used for clinical research.

Senior Business Analyst

AON
, IL
03.2018 - 04.2018
  • Worked as part of the TRACC (Technology Restoration & Availability Control Centers) team; Which is a direct technology team in executing the Migration project's strategic vision to Cloud
  • I provided guidance and support in handling complex problems and coordinating work in a matrix environment
  • I managed the day-to-day planning and operational aspects of the project to ensure that we meet the deliverables' timeline
  • Anticipated critical issues /risks and take responsibility for their management and resolution
  • I created and maintained comprehensive project documentation
  • I guided Application teams for all their Service Now needs
  • I provided the status and reporting to the senior IT management.

ITSM Architect/ ITSM Product Owner/ Service Management Business Consultant

TEK Systems / Abbvie
Lake Forest, IL
12.2014 - 02.2016
  • On-boarded ITOs from Remedy to Service Now ITSM tool
  • As part of the Onboarding project, I did data collection and verification related to users, assignment groups, and Configuration Items and implemented it in Service Now
  • As ITSM Product Owner guided the Incident Management, Service Request Management, and Knowledge Management process
  • Helped with CMDB data update from Remedy to Service Now
  • As the ITSM product owner helped the user's post go live in Service Now Tool for defining SLAs for the service offering by their groups and supported the Service Now reporting needs
  • Designed, documented, and implemented the Knowledge Management Module of Service Now and the Problem Management process within the organization
  • I worked with the training team to document the training material for the Knowledge and Problem management process and their respective Service Now modules
  • Guided teams to build knowledge in Service Now
  • Documented the FRS (Functional Requirement Specifications) for the User Provisioning Project based on stories related to Business User requirements
  • Worked as an Incident/Problem Process owner and closely worked with operations teams
  • Streamlined the KPI for Incident management for the teams
  • Helped teams with reporting/metrics related to various modules in Service Now modules
  • Provided consultation to end-users for Service Management Office queries
  • Worked on the off-boarding project for employees, contractors, and manually managed contractors
  • Worked with Asset, Access, and Mobility teams to review the current process for off-boarding and designing a solution to have everything as part of Service Now.

IT Service Management Lead

Enterprise Solutions / Grainger
Lake Forest, IL
07.2013 - 11.2014

Service Design Business Analyst/ ITIL Consultant

Vision IT / Walgreens
, Lincolnshire, IL
10.2012 - 05.2013
  • Worked as part of the Service Strategy team and worked as a Service Designer
  • Conducted user interviews, gathered requirements, and analyzed the requirements
  • Built and maintained a close relationship with the customer for understanding the changing needs and environment of the customer
  • I designed a Service Catalog after gathering requirements from service providers within Walgreens
  • I conducted business requirements sessions and did gap analysis based on the gathered requirements, and keeping the customer focus in mind, designed the logical workflows with SLAs and OLAs embedded
  • I further conducted the meeting with the Service Management and Service Owner for the formal sign-off
  • I shared the workflow with the BMC Remedy development team to configure the workflow in the tool
  • I was responsible for doing the End-to-End testing before the UAT and getting the Service implemented in production
  • I assisted the Project Management in developing the Scope/ Vision Documentation and Project Plan, tracking the project process, and creating a Risk Mitigation Plan
  • UAT and QA testing
  • I conducted training and mentoring sessions for disabled and non-disabled people to explain the Service, its functionality in BMC Remedy, the different roles, and the kinds of access they will have
  • Educate them about the SLA and update the Configuration Item details properly while working on Service Requests
  • Helped customers with reporting in the ITSM tool and guided them to use it for tracking and improving team performance
  • I designed the services in Remedy (Request It) for teams for process improvement
  • Lead and participated in Post Implementation Reviews (PIRs) to assess business benefits realized and lessons learned
  • Implemented any identified process improvement needs as part of the next release cycle.

Project Quality Lead/Senior Consultant

Cap Gemini India Pvt. Ltd
Mumbai
09.2008 - 06.2012
  • I gathered requirements from the vendors using methods like personal interviews, questionnaires, and team meetings
  • I worked as the Project Manager/Quality Lead for an Infrastructure Project
  • I facilitated the meetings with the internal and the customer team
  • I created the project plan along with the transition manager and hired the resources
  • Produced weekly reports and monthly metrics, which included a couple of documents like DAR (Decision Analysis and Resolution), and RAT (Risk Assessment Tool) for achieving the CMMI levels
  • I participated in internal as well as external audits conducted for the project
  • I lead the process improvement and service improvement plans across the project
  • I created presentations for customers and internal management
  • I managed all the audits for the projects and artifacts sharing with the auditors to keep the data secrecy in mind for the customer
  • I coordinated with other project managers to identify cross-project dependencies and leverage best practices
  • I joined this project from the RFP state, so I was actively involved in the project's hiring team
  • I went onsite for requirement gathering and also worked remotely onsite in Paris for Knowledge Transition
  • Successfully transitioned the Service and trained the team in India to ensure the smooth running of the project
  • Technically and process-wise, I ensured that the team responded and worked on all requests and incidents quickly
  • No SLA breaches occurred during this time
  • I was the SME for the Identity Management team in the project and, during additional workload, supported the team in handling day-to-day operations work
  • The identity management team supported user management in the Active Directory, Concur the expense tool, SAP, etc
  • I provided technical support and training to the new team members as required
  • I actively answered RFPs for new customers, preparing cost estimates based on the offshore/onshore model's resources
  • Managed the issues and risks associated with the project and also developed risk mitigation plans
  • I implemented the LEAN Six Sigma project to reduce the ticket backlog
  • I always owned end-to-end delivery of the project and any requirements that came along my way.

Business Analyst/System Analyst

Accenture India Pvt. Ltd
Mumbai
06.2007 - 09.2008
  • I worked as a Project Lead for the Remote Management Support team
  • My role included assigning tickets and handling the Remote Management Support team for all technical issues resolution
  • Apart from technically managing the team, I was also responsible for preparing the monthly roster, weekly performance reporting, and participating in quality audits
  • I assured that the team responded and worked on the incidents promptly
  • If more than ten users were affected by a particular issue, I was responsible for contacting the Problem management team for Problem tickets and participating in RCA
  • I provided technical support and training to the Remote Management Support team
  • Remotely supported the infrastructure for more than 5000 users, including all software installation, anti-virus upgrades, and all desktop-level troubleshooting, including Outlook and Lotus notes configuration
  • Worked on creation & maintenance of User Profile & password and network connectivity issues
  • Created user manual and other software documentation

Software Specialist

eClinical Works
Mumbai
02.2007 - 06.2007
  • Remote Desktop Management using Tight VNC and Installation of eClinical software
  • Installation of Fax Server and Mid mark Devices using Tight VNC at Server and Client Machine
  • Perform network check before installation, which includes checking the connectivity of the clients to the server, downloading all the files needed for installation of the software on the server using Leech FTP
  • Used Leech FTP to transfer of eClinical Software to the Client Server
  • I was responsible for installing, configuration & upgrading MYSQL & Tomcat 5.0, and Titan FTP
  • I executed SQL queries in MYSQL YOG to connect the database to the server and all required settings.

Technical Analyst EUC

HCL Comnet
03.2005 - 08.2006
  • Computing)
  • I worked as an EUC-Analyst for technical troubleshooting for customer Extreme-IT Networks
  • Resolved issues for Microsoft Outlook and Resource Scheduler
  • Responsible for remote installation of software, VPN configuration, and all the other problems related to remote desktop management
  • Updated and installed the Antivirus in systems
  • Windows Server Support
  • Networks support for Extreme-IT Networks

Project Associate

Wipro Spectramind
New Delhi
12.2002 - 03.2005
  • I worked in Wipro Spectramind at Level 2 for the Dell project
  • I provided the technical troubleshooting for Dell systems to the significant Relationship segment of Dell
  • Provide quality audit for the team
  • Got Excellent Customer Stats and was certified as Gold Customer Expectation (CE) Champion from Dell 5

Business Process Consultant/Coordinator

HNB Garhwal University
01.1996 - 01.1999
  • Accomplishments:
  • Received the “You Rock” Award in 2023, one of the biggest recognitions in BTS and Financial Shared Services for the cross-collaborative Skyrizi CD project I led
  • Walgreens and SP direct data onboarding to Commercial Data Lake
  • EDI set up of Skyrizi CD Dropship model and a couple of other EDI projects
  • In the Abbvie IR team I optimized the business processes between the AppCOE Apps team and our business vendors
  • Implemented improvement and automation for adding, modifying, and refreshing clinical dashboards to streamline business operations and efficiency to avoid an annual cost of $237M
  • I got the ACE recognition award for this project
  • Roll out of Service Now in Abbvie when Abbott and Abbvie separated as two different companies
  • I helped with the optimization of IT, Business, and Vendor Management at Grainger
  • Helped in creating Service Catalog for all the technology users in Walgreens
  • Image Processing at IIRS using ERDAS IMAGINE Software., for Vendor Management projects, where they wanted to streamline the Supply Chain processes in the organization as part of the Change Management
  • I completed the Gap Analysis between existing Grainger Governance and ITSM processes to align with the Industry’s Best Practices
  • I conducted workshops for the requirements gathering with the stakeholders
  • I developed various processes like Demand and portfolio, Finance, and Contract management
  • I developed and Supported IT Project Planning activities
  • I worked with my team to put requirements management and process control in place
  • Track Project Change Requests, Issues, and Risks
  • Project initiation activities, including the categorization of scope, statement of work, and other project reporting
  • Develop Scope/ Vision Documentation and Project Plan, tracking project process, and developing Risk Mitigation Plan
  • I documented the current External Resource Strategy (ERS) Business processes for Grainger Vendor Management, including Transition, Governance, Service Operations, etc
  • Harmonized Industry Best Practices to meet customer-tailored needs
  • Built and documented a holistic logical and physical ITSM architecture design incorporating service models to align with the applications and IT infrastructure
  • Created process maps using Visio, SOPs, SIPOC, and artifacts related to all Transition, Governance, and Service Operation processes
  • Establish consistency in process execution across delivery towers and geographic regions
  • We defined the Key Performance Indicators (KPIs) and associated metrics to assess process effectiveness
  • Worked on automation of the Service Operation processes like Incident, Service Request, Problem, Change, Configuration, and Knowledge Management in Service Now
  • I completed the improved processes roll out to a large group of audiences, including people from Senior customer Management and the Service Provider
  • Assess the team’s skills and capabilities to identify training and development needs
  • Responsible for training the team on the Service Now tool and educating them about the benefits of using ITSM processes
  • We tracked the performance of the processes created and modified the tracking mechanism per customer requirements
  • I created reports, produced metrics for the management, and provided inputs for improving team performance, CSAT, and SLAs
  • I created monthly and quarterly presentations for executive-level people to present the service provider team's performance, relative improvements, and innovative ideas
  • Helped the application development and infrastructure team to use Scrum and Kanban methodologies.

Market Access Data Architect

Abbvie
Mettawa, IL
07.2021
  • I do Finance management for the cost center of my leadership and the process includes the month-end close process, accruals, invoice reconciliation, analysis of financial data, and LBE
  • I manage vendor SOW negotiations, renewal, shopping carts, and PO creation
  • I work with the PSM team for end-to-end Vendor updates that include changes in their company name due to acquisition, banking updates, address updates, etc
  • Responsible for coordinating the implementation of Specialty pharmacy data integration solutions with the Commercial Data Lake team for Immunology, Oncology Botox, Women’s Health, and CNS brands
  • I closely work with Concert AI the data aggregator and SHA for data onboarding and aligning the data layouts
  • I led the project for direct data onboarding for Women Health and CNS brand for the retail specialty pharmacies in Commercial Data Lake
  • I collaborated with Abbvie Account Managers and SPs to establish data specification alignment, SOW execution, FTP process setup, and unit testing completion
  • Responsible for learning and applying the best practices of Specialty pharmacy data, data integration, aggregation, reporting, and data quality monitoring and proposing ideas for Specialty portfolio
  • Build competency in Market Access and Patient Services data sets e.g., Rebate Data, EDI Sales and chargeback Data, Master Data, Copay Data, Medical, and Prescription claim data, Care model data, etc
  • Get knowledge on how data is structured and sourced, processed, and orchestrated for end-user consumption
  • I became familiar with data solutions, big data architecture & and concepts, use of big data tools (Hive, Impala, python, etc) to read/write data programs and answer critical business questions
  • Established and maintained high-quality relationships with all levels across the company and with external partners
  • Effectively manage communications and expectations with internal (Market Access Business Insight, National Account Executives) and external stakeholders
  • Manage the EDI (Electronic Data Interchange) projects for Abbvie and the wholesalers
  • I work as a liaison between the Order to Cash (SAP), Commercial, Wholesalers, and business teams
  • Provide updates to the Abbvie National Wholesaler Executives
  • I manage the SOW execution for our data Vendors and manage the relationship between our Purchasing team and Vendors in the entire process
  • Currently, I am supporting over $4MM worth of POs and their invoicing process working with our Vendor and Finance team
  • I led Customer Mass Data load for a major EDI project for our business by collaborating with multiple teams, which included SAP OTC, Customer Mass Load, Contract, and Pricing teams
  • I did workshops with stakeholders to streamline the process to get delivered promptly
  • Develop documentation, reports, and quarterly Steering committee presentations to communicate findings and project updates to stakeholders

Education

MBA - undefined

Lake Forest Graduate School of Management
2022

Master of Computer Application - undefined

Gurukula Kangri
2002

Bachelor of Science - undefined

Skills

  • I developed a Multimedia tutorial on "Global Positioning System" for the Indian Institute of Remote Sensing, Dehradun The officer trainees used it as study material, and it was launched on the Internet as Online study material for distance learning
  • Software Skills/Training
  • Data Analytics using Excel, and Power BI
  • Data visualization using Tableau
  • Python for data analysis for AI
  • Proficient in MS Office, Word, Excel, PowerPoint, Outlook, and Access
  • Smartsheet for project tracking
  • Microsoft VISIO and Project
  • Microsoft Team, Live Meeting, WebEx
  • ServiceNow, BMC Remedy, HP Service Manager, Peregrine Service Center
  • SharePoint Services and Administration
  • Jira for issue tracking, project management
  • Familiar with cloud technology (AWS, Azure)
  • SAP Finance Module
  • Product Owner and SAFE training
  • Exploring online courses on Gen AI
  • Volunteering
  • SQL

Certification

  • Graduate Certificate in Enterprise Leadership from Lake Forest Graduate School of Management
  • Graduate Certificate in Management Analytics from Lake Forest Graduate School of Management
  • Graduate Certificate in Strategic Management from Lake Forest Graduate School of Management
  • Certified Scrum Master
  • ITIL Foundation V4
  • ITIL Expert certified 2011 with 24 credits with the following certifications:
  • ITIL V3 Foundation Certified.
  • ITIL V3 Intermediate Operational Support & Analysis Certified.
  • ITIL V3 Intermediate Service Offerings & Agreement Certified
  • ITIL V3 Planning, Protection & Optimization Certified
  • ITIL V3 Service Transition Certified
  • ITIL V3 Managing Across the Life Cycle
  • Six-sigma Yellow Belt certified.

Interests

  • At Abbvie I am in the leadership role with ERGs (Employee Resource Group) and I am the Co-Chair for the WLA(Women Leadership in Action) Community Impact
  • In 2021 I volunteered at Lake County Fairground for Covid Vaccination to support the Abbvie initiative
  • I have volunteered at Bernie’s Book Bank and at Feed My Starving Children to support Abbvie Gives Back Initiatives
  • I also helped with mock interview sessions supported by the Abbvie Gives Back program
  • I take initiative for team building events along with work to engage and collaborate with my colleagues and leadership

Timeline

Market Access Data Architect

Abbvie
07.2021

ITIL Senior Analyst

Abbvie
04.2018 - 07.2021

Senior Business Analyst

AON
03.2018 - 04.2018

Project Manager/ ITSM

Sogeti USA LLC/ Abbott
09.2016 - Current

ITSM Architect/ ITSM Product Owner/ Service Management Business Consultant

TEK Systems / Abbvie
12.2014 - 02.2016

IT Service Management Lead

Enterprise Solutions / Grainger
07.2013 - 11.2014

Service Design Business Analyst/ ITIL Consultant

Vision IT / Walgreens
10.2012 - 05.2013

Project Quality Lead/Senior Consultant

Cap Gemini India Pvt. Ltd
09.2008 - 06.2012

Business Analyst/System Analyst

Accenture India Pvt. Ltd
06.2007 - 09.2008

Software Specialist

eClinical Works
02.2007 - 06.2007

Technical Analyst EUC

HCL Comnet
03.2005 - 08.2006

Project Associate

Wipro Spectramind
12.2002 - 03.2005

Business Process Consultant/Coordinator

HNB Garhwal University
01.1996 - 01.1999

MBA - undefined

Lake Forest Graduate School of Management

Master of Computer Application - undefined

Gurukula Kangri

Bachelor of Science - undefined

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Aditi Agrawal