Kshitij Sheth

Company Overview : Orion Innovation is a leading global digital transformation & product development services firm headquartered in NJ, operating in 14 countries across APAC, EMEA, U.K, Americas

Responsibilities:

• Build & Grow ServiceNow COI/Practice and establish maturity around GTM offerings & solutions
• Establish relationship with ServiceNow partner and making it stronger with regular tracing of partner portal - deal registrations, deployments, CSAT, certifications, Now learning, campaign activities along with Alliance manager
• Engage with analyst firm like Everest and Gartner and represent Orion services and solutions for market exposure and evaluation
• Co-ordinate with industry vertical/Business Unit Heads/respective leaders and derive the strategy for ServiceNow GTM to drive the wallet share in the existing target accounts or support new logos win
• Create and establish services and offerings, accelerators around ServiceNow various products leveraging GEN AI, App Engine & other platform components
• Build & groom resources specifically under ServiceNow skillset and create a ready to deploy workforce
• Supporting lead generation activities, campaigns, marketing events across Financial Services, Telecom, Media & Technology, Healthcare & Life-science, Professional Services, Sports & Entertainment, Education Industries
• Maintaining P&L, Investment strategy for the ServiceNow business
• Overseeing ServiceNow pipeline and supporting entire sales lifecycle globally coordinating with Industry vertical sales leaders
• Managing & overseeing the delivery execution of ServiceNow engagements globally & handling escalations, customer relationships
• Handling client interactions including CTO, CIO and Senior Directors/VPs for adopting ServiceNow as Enterprise Platform and showcasing value out of investment
• Developing demos and PoCs around ServiceNow Platform with the help of Architects and developers and scheduling monthly/quarterly sessions with Business Relationship Managers, Delivery Managers/Industry Partners for continuous awareness & business growth
• Supporting ServiceNow proactive/reactive sales including end to end RFP/RFI/RFQ response with the help of Architect, Tech leads and presales experts

Company Overview : Tata Consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 55+ years. Its consulting-led, cognitive powered, portfolio of business, technology and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. ServiceNow Business Unit owns delivery and solutions of ServiceNow Platform and its various offerings within Enterprise Applications Services - horizontal group.

Responsibilities:

• Creating end to end ITSM, ITOM, SAM Pro, HAM Pro, SPM, CSM, FSM, HRSD, TSM, SecOps, GRC, App engine, Employee Center Pro, Performance Analytics solution on ServiceNow Platform for customers across Americas (includes technical solution, timeline, effort, pricing, resources loading estimates, oral presentations etc.)
• Demand Generation, Deal Registration $100M+ Pipeline maintenance annually and entire sales lifecycle for any ServiceNow opportunity across North America and Latin America
• Leading RFI, RFPs and proactive proposals, effort estimate, BAFO and any ServiceNow contract submission
• Handling Business development and Solutioning in ServiceNow area across Healthcare & Lifesciences, Manufacturing, Aerospace, Hi-Tech, Energy & Resources, BFSI, Utilities, Retail & CPG and Travel Industries
• Meet monthly, quarterly, and annual sales objectives and delivering path-breaking outcomes for customers
• Travel to customer locations, driving technical/management workshops with all stakeholders, helping business process consultant or technical lead to collect/understand requirements for ServiceNow Implementation/Migration
• Guiding team (Project/Program Manager, Technical Lead, Developers, Tech SMEs) on overall solution delivery and overseeing the program to ensure quality and customer outcomes
• Building and executing Co-Sell, Co-Val strategy with ServiceNow as our partner leveraging Partner Portal resources
• Arranging deep dive sessions with Client Partners, Business Relationship Managers and Delivery/Industry Partners for understanding the ecosystem and increasing wallet share through account expansion and ServiceNow adoption
• Build strategic architecture roadmap, business value realization and present capabilities, art of possible demos for strategic customers

Responsibilities:

• Planning, Coordinating and Executing ServiceNow Implementation projects supporting London, Madrid, New York releases across North America for ITSM, ITOM, ITBM, SAM, HAM, GRC, SecOps, CSM & HRSD products
• Supporting RFI, RFPs and proactive proposals, effort estimate
• Preparing High Level Design and Architecture
• Risk, Issue and Challenges Highlighting to customer with Mitigations
• Project Time Management (Activity Sequencing, Duration Estimates, Dependencies, and Impact on overall timeline)
• Project Deliverables review (documents such as design doc, Business Requirement Document Specifications, Workshop Planning etc.) and assuring quality before it reaches to customer
• Interaction with Business Stakeholders
• Handling Customer escalations

Project Overview: A large Global Manufacturer of Mining and Construction equipment partnered with TCS to transform its Service Desk operations globally

Responsibilities:

• Provided technical leadership to team members during system design.
• SPOC for Customer Interaction & ServiceNow Project Delivery under Geneva, Helsinki, Istanbul Release
• Interface Design and leading end to end delivery for Service Now ITSM, CSM, SAM, ITOM & HAM
• Requirement Analysis and Estimation for Incident, Knowledge, Service Request, Discovery & Configuration Management, Case Management, Discovery, CMDB, Software Model, Reconciliation, Entitlements etc
• Designing Architecture for overall Service-now Deployment and Integration with Third Party Vendor Tools or Internal Legacy Platform
• Created comprehensive documentation for system designs, ensuring clarity of purpose and facilitating seamless maintenance activities.
• Employee Self Service Portal Design and Redirection
• Email Integration and Microsoft AD Integration for User Provisioning
• IBM Identity Access Manager to Service-now Integration for SSO Setup
• ServiceNow Service Request Workflow Design & Integrations with Altiris, MS SCCM etc
• A large Global Manufacturer of Mining and Construction equipment partnered with TCS to transform its Service Desk operations globally

Project Overview: Dragon Fly ServiceNow implementation project is an end-to-end implementation of the ServiceNow platform for one of largest British airline customer.

Responsibilities:

• Reviewed clients' overall app and infrastructure estate, business priorities and success criteria to design transformation plans.
• Design the overall ServiceNow ITSM, ITOM, and Discovery , CMDB Product suites, Service Mapping implementation for customer
• ServiceNow Service Request Workflow Design under Fuji Release
• Provided current best practices and third-party solution alternatives when necessary for functional design documentation.
• Discuss the requirements with customer and draft stories
• Guide the team members for configuring Incident, Problem, Change, Release, Service Catalog, Asset Management, CMDB & third-party integrations
• Co-ordinate with IT Operations team for discovery troubleshooting
• Work with ITSM Process owner to identify the scope for improvement based on ServiceNow Best Practices offering and customer's requirement
• New opportunity Identification
• Performed quality code review and removed technical debt and security vulnerabilities.
• Technical Review for each sprint and deliverables
• Provide signoff for development to promote any code from Dev to QA/Prod environment

Project Overview : ITSM, ITOM, SAM, HRSD ServiceNow implementation project for Marketing and Media Research global giant & retail company

Responsibilities:

• Leading Development for various Applications in ServiceNow such as Interactions, incident, problem, change, knowledge, SAM, HRSD, Discovery & CMDB etc
• Guiding Development Resources for getting deliverables from ServiceNow using scripting (e.g., Business Rule, Client Script, Script Include, UI Policy, UI Action, UI Page, Views, Email Notifications)
• Co-ordination with various Platform and Application stakeholders
• ServiceNow customization as per client's requirements
• Managing Resources with Application Development and Support work
• Interface Design for ServiceNow ESS Portal
• Review for ServiceNow Delivery under Berlin, Calgary & Dublin Release
• Escalation handling and management
• Quality Assurance & Review Deliverables, Documentations before delivering it to customer
• To identify the gaps between ITIL Processes Implementation in ServiceNow and build effective roadmap for the same
• To Participate and provide best practice/suggestion/review comments in all ServiceNow Application Design and Integration Discussions (e.g., Email to Ticket, HPOV Integration, SCCM Integration, Web Services Integration with 3rd Party Application)

Project Overview : ITSM, ITOM, ITAM Deployment with HP BTO Products suite ( Service Manager, Operation Manager, NNMi, DDMi, uCMDB, SiteScope) Project consist of designing & implementing all ITIL Processes

Responsibilities:

• Requirement Analysis and Effort Estimation
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Leading designing and documenting ITSM Processes - Incident, Problem, Change, Release, Knowledge, Service Request, Configuration, Asset & Capacity management.
• Leading HP BTO Products Development & Delivery
• Customer Facing for Entire ITSM implementation program
• Handling Trainings at customer as well as third party vendors
• Co-ordination with various Platform and Application stakeholders
• Process customization as per client's requirements
• Exposing Risk to the customer much ahead of the time
• Interface Design and building Architecture for HP Service Manager system
• Integration Approach and Design for HP Service Manager with other HP Tools or External Applications through Web services
• To Participate and provide best practice/suggestion/review comments in all ServiceNow Application Design and Integration Discussions (e.g., Email to Ticket, HPOV Integration, SCCM Integration, Web Services Integration with 3rd Party Application)

Project Overview : ESM Solution Implementation is the Program where all the monitoring tools like HP OM, HP NNMi, HP BSM along with Service Management Tools HP Service Manager, HP uCMDB and HP DDMi involved

Responsibilities:

• Requirement Analysis and Effort Estimation
• Managing Project Plan and Timeline along with Resources
• Leading end to end Development & Delivery
• Work with ITSM Process owner to identify the scope for improvement based on ITIL Best Practices offering and customer's requirement
• Customer Facing for Entire ITSM implementation program
• Handling Trainings at customer as well as third party vendors
• HPSM E2E Implementation for all the processes like Service Desk, Incident Management, Problem Management, Change Management, Knowledge Management
• Robust Configuration for HPSM, HP uCMDB and HP Asset Manager
• Planning Training and executing Train the Trainer program
• Interface Design and building Architecture for HP Service Manager system
• Integration with third party applications as well as reporting solution such as Power BI, Informatica, Tableau

Company Overview : With over four decades of experience in managing the systems and workings of global enterprises,Infosys expertly steer clients, in more than 55 countries, as they navigate their digital transformation powered by cloud and AI. Infosys enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem.

Responsibilities:

• Requirement Analysis and Effort Estimation for HP SC, DDMi & UCMDB product implementation
• Process customization as per client's requirements (e.g., Change Management, Incident Management, Problem Management)
• Creating organization data load scenarios using HP connect-IT 3.9 version
• Exposing Change Management via web services
• Operational Relationship Establishment between External System and HP Service Center 6.2 (Bonding)
• Design & Development of Web Service Interface In/Out of the application
• Customization in Service Center using its features
• (Format control, Datadict, Links, Process, display options, DVD, RAD Functions, User Roles, notifications, macros etc.)
• Unit testing, Regression Testing, Test document preparation and execution
• Release management (Loading and Unloading Data etc.)
• Provided BAU Support for Steady state operations and product related enhancements
• HP Service Center is the tool which manages the entire workflow of the services in IT Major Companies