Dayanand Bagad
McKinney,TX
Summary
A seasoned Staff Architect and Platform Owner at Uber Technologies, I spearheaded ServiceNow's transformative ITSM and HRSD implementations, achieving a 30% faster resolution rate. My expertise in IT Digital Transformation and executive advisory has driven significant improvements in employee experience and operational efficiency, showcasing strong stakeholder management and AI strategy development skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Staff Architect/Platform Owner ServiceNow
Uber Technologies
McKinney, TX
06.2021 - Current
- Drove and lead growth and diversification of the ServiceNow platform, leading to a more seamless employee experience.
- Transformative ITSM implementation, achieving a 30% faster resolution and a 20% drop in incidents by leveraging predictive intelligence, location-based routing, AI, and virtual agent workflows
- Lead HR Service Delivery transformation by effectively improving self-solve and employee productivity.
- As a Platform Owner, effectively managed and maintained the ServiceNow platform by delivering on observability, availability, and stability KPIs, while shaping up Platform vision and roadmap
Senior Business Analyst
ServiceNow
Santa Clara, California
06.2019 - 06.2021
- Streamlined Onboarding Processes: Successfully implemented ServiceNow Onboarding and Journey Accelerator, reducing the onboarding cycle time by 40%, resulting in productivity gains for agents and improved employee satisfaction.
- Enhanced User Experience: Designed and optimized HR service workflows, enhancing the user experience and achieving a 25% increase in employee engagement with HR services by implementing Manager Hub and enhanced Employee Portal
- Automated HR Processes: Leveraged automation capabilities within ServiceNow HRSD to reduce manual intervention by 50%, leading to increased efficiency and reduced operational costs.
- Data-Driven Decision Making: Developed and utilized comprehensive dashboards and analytics to provide insights into HR operations, enabling data-driven decision-making and continuous process improvement.
- Improved Compliance and Accuracy: Ensured compliance with organizational policies and regulatory requirements through meticulous implementation of HRSD modules, reducing error rates in employee data management by 30%.
- Collaboration and Stakeholder Engagement: Worked closely with cross-functional teams to gather requirements, align HRSD capabilities with business objectives, and deliver solutions that met stakeholder expectations.
- Scalable Solutions: Architected and implemented scalable onboarding solutions that can adapt to the growing needs of the organization, ensuring long-term sustainability and effectiveness.
Senior ITSM Consultant
Cognizant Technology Solutions
New Jersey
04.2015 - 05.2019
- Spearheaded ServiceNow ITSM and HRSD module implementations across multiple Fortune 500 companies, leading to substantial improvements in service delivery and customer satisfaction.
- Optimized HR service processes by integrating the HRSD module, reducing manual interventions by 40% and streamlining workflows.
- Implemented automated workflows - Utilized Predictive Intelligence and machine learning, and Virtual agent automations to drive employee productivity and process optimizations
- Enhanced platform performance through continuous monitoring and optimization, ensuring 99.9% uptime and superior user experience.
- Collaborated with cross-functional teams to align ServiceNow capabilities with organizational objectives, driving successful digital transformation initiatives
- Delivered comprehensive training to end-users and stakeholders, ensuring smooth adoption and efficient use of ServiceNow functionalities
ITIL Consultant
Syntel Consulting Inc.
Multiple Cities, US And India
12.2011 - 01.2015
- Optimized ITIL Processes: Successfully redesigned and implemented ITIL processes, resulting in a 30% improvement in service delivery efficiency through process and tool optimization
- Enhanced Change Management: Led change management initiatives that reduced change-related incidents by 40%, ensuring smoother transitions and minimal disruptions to business operations.
- Improved Incident Management: Implemented a robust incident management framework, achieving a 20% decrease in incident recurrence rates and enhancing overall system stability.
- Process Automation: Worked with various customers to drive process automation for effectiveness and efficiency
- Performance Metrics: Developed and monitored key performance indicators (KPIs) to track ITIL process performance, leading to a 15% increase in process compliance and adherence to best practices.
- Stakeholder Engagement: Collaborated with cross-functional teams to gather requirements and ensure ITIL processes aligned with business objectives, resulting in a 90% satisfaction rate among stakeholders
Change Manager
Barclays Technologies
Pune, India
11.2009 - 11.2011
- Reduced Change-Related Incidents: Successfully implemented a robust change management process, resulting in a 40% reduction in change-related incidents and ensuring smoother transitions with minimal disruption to business operations.
- Increased Change Success Rate: Achieved a 95% change success rate by enforcing stringent change controls and comprehensive risk assessments, significantly improving the overall stability and reliability of IT systems.
- Optimized Change Processes: Streamlined change management workflows, reducing change request processing time by 30% and accelerating the deployment of critical updates and enhancements
IT Analyst
Cisco Systems, Inc.
02.2007 - 11.2009
- Enhanced Process Efficiency: Streamlined ITIL processes, resulting in a 25% reduction in incident resolution times and a 20% increase in overall process efficiency.
- Increased User Satisfaction: Improved incident and problem management processes, resulting in a 25% increase in user satisfaction scores and a 20% decrease in repeated incidents
- Conducted Training and Workshops: Delivered training sessions and workshops on ITIL best practices, increasing process awareness and proficiency by 30%
- Improved Reporting and Analytics: Developed and utilized comprehensive reporting and analytics tools, providing actionable insights that drove continuous process improvement and a 15% increase in data-driven decision-making for Hardware and Software Asset Management processes
Education
Bachelor of Engineering - Electronics
K.K.Wagh I.E.E & R
Nasik, Pune01.2006
Skills
- IT Digital Transformation
- IT Strategy and Process Architecture
- HR digital transformation
- Business process optimization
- AI Strategy Development
- Executive advisory and mentoring
- ServiceNow Product Vision and Architecture
- Stakeholder and People Management
- Employee Experience
Certification
- IT Infrastructure Library (ITIL)
- ServiceNow Admin
- ServiceNow Implementation Specialist
- Business Analyst
Personal Information
- Date of Birth: 12/02/84
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Visa Status: H1B Visa
Timeline
Staff Architect/Platform Owner ServiceNow
Uber Technologies
06.2021 - Current
Senior Business Analyst
ServiceNow
06.2019 - 06.2021
Senior ITSM Consultant
Cognizant Technology Solutions
04.2015 - 05.2019
ITIL Consultant
Syntel Consulting Inc.
12.2011 - 01.2015
Change Manager
Barclays Technologies
11.2009 - 11.2011
IT Analyst
Cisco Systems, Inc.
02.2007 - 11.2009
Bachelor of Engineering - Electronics
K.K.Wagh I.E.E & R
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