Praveen Devanand

As a ServiceNow platform owner and subject matter expert, I guide ATCO IT and Business through process modeling and automation via ServiceNow, meticulously developing solutions that meet business specific requirements. My responsibilities encompass managing contracts, developing ServiceNow strategies for ITSM, CSM, SPM, HRSD, Service Catalog, and Employee portals, and ensuring they align with ATCO business demands and future state vision. I review and approve development sprints, create roadmaps for ITSM modernization, and integrate ServiceNow with various other tools for meeting service delivery and operations. I lead the charge in strategizing and implementing ITSM processes that support current and future organizational goals. Identifying service improvement opportunities, I implement them through a continuous service improvement process. I manage the design, development, implementation, and maintenance of ServiceNow applications and services. Through close collaboration with IT departments, common services, and various business units, I gather requirements and implement them through ServiceNow. Develop custom solutions to meet ATCO business demands. Facilitate ServiceNow integration with third-party applications. To optimize operational efficiency, I measure CPI, KPI, and GPI metrics weekly and monthly, applying course corrections through process improvements. Using proactive problem-solving, I identify and resolve ITSM and ServiceNow process issues, researching solutions and reconfiguring the platform to continuously enhance service delivery. I manage and maintain Service Catalog, presenting problem analyses and recommended solution that helps ATCO businesses leverage ITSM processes and ServiceNow platform for maximum benefit. I advise on all aspects of IT service management for small, medium, and large-scale programs. I craft high-value strategies, business analysis, and ServiceNow solutions aligned with business objectives. I foster knowledge sharing ensuring proposed solutions are technically sound, fit for purpose and meets ATCO demands. Championed adoption of industry best practices within the organization, leading to improved efficiency and overall performance levels. Collaborated closely with sales teams during pre-sales activities such as crafting proposals or conducting demonstrations of product features.

Led the implementation of IT Service Management (ITSM) and IT Business Management (ITBM) using the ServiceNow platform. As a ServiceNow subject matter expert, I collaborated with customers to identify their needs through workshops and user story. By leveraging best practices, I provided solutions that streamlined customers business processes. I excelled at eliciting requirements through various methods, including interviews, workshops, document analysis, and prototyping. This allowed me to translate complex technical and business needs for both business and IT teams. Partnering with Engagement Managers, I ensured projects met timelines, budget and delivered using agile methodology using via sprints. I documented processes, roadmaps, and identified opportunities for new features to enhance workflows. Working closely with development teams, I validated solutions met business requirements. To ensure successful adoption, I conducted Show-me and Train the Trainer sessions for the customer organization. I facilitated review and training sessions for stakeholders, effectively communicating complex concepts in an engaging and clear manner. Furthermore, I actively participated in new business development by collaborating with the sales team. Streamlined business processes by identifying inefficiencies and implementing best-practice solutions. Collaborated with cross-functional teams to facilitate seamless change management initiatives. Implemented process improvements, resulting in significant time and cost savings. Improved overall company performance by designing innovative strategies to tackle complex business challenges.

Championed ITIL service quality and customer contractual adherence for TELUS. I bridged the product/marketing and operations, ensuring service levels met TELUS customer needs. Led service review meetings to continuously improve quality. Maintained strong relationships with key stakeholders, including Business Relationship Managers and product/operations teams. Provided expert advice on service levels and reporting, instrumental in standardizing service levels across all TELUS offerings using ServiceNow. Collaborated with product marketing and service delivery to negotiate and agree upon service levels for new offerings. Monitored service level achievement and produced monthly reports for stakeholders. Chaired monthly review meetings and managed/distributed operational reports. Led root cause analysis efforts to address issues within the production process, identifying corrective actions for long-term resolution. Analyzed data to identify trends, monitor progress, and make informed decisions on necessary changes to drive results. Improved production efficiency by implementing new process controls and monitoring systems. Initiated change management strategies that led to successful adoption of new technologies or methodologies across departments.

Leveraging ITIL frameworks and automation tools like ServiceNow automation and Hitachi IDMan, I automated IT processes across access management, service requests, and end-user computing. I spearheaded successful projects using ServiceNow for IT service catalog creation (reducing service desk effort by 40%) and service request workflow automation (eliminating manual processing entirely). Additionally, I implemented robotic process automation solutions like application health checks, chatbots, and classification bots. My commitment to continual service improvement ensured successful completion of internal and external ISO20K audits and the implementation of various automation initiatives within infrastructure and application space for routine tasks, effort reduction and increased operational efficiency. Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals. Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments. Reduced operational costs through comprehensive process improvement initiatives and resource management.

Directed a 67 member team delivering integrated IT services (infrastructure & applications) to a major airport. Implemented ITIL V3 framework for incident, problem & change management, using ServiceNow. Established a service desk function for airport users. Successfully implemented project management methodologies and secured contracts with 32 vendors. Managed the successful transition of infrastructure management from a previous service provider to Wipro. Directed onshore & offshore infrastructure delivery teams, ensuring adherence to daily operational requirements and contractual delivery. Collaborated with sales on new business opportunities. Drove operational excellence & innovation through best practices. Provided people management, directing the team on operational needs, and conducting annual performance reviews. Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible. Improved service quality, addressing client concerns promptly and professionally. Coordinated with multiple departments to ensure seamless service delivery across all touchpoints. Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements. Enhanced service delivery by developing and implementing efficient ITIL processes. Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.

Directed a 32 member team, including Service Desk, Request Fulfillment, incident management, problem management, change management, transition planning and support, service catalog management. Implemented best practices like process automation, tools, and security standards. Configured robust event management and correlation using ServiceNow. Delivered 18 critical SLAs. Led the SLAs, statements of work and contract negotiations. Automated delivery reports for productivity, SLA performance, and user satisfaction. Analyzed processes for efficiency and implemented strategies for improvement. Successfully launched ServiceNow platform, IT service catalogue (reducing service desk workload by 40%), service request workflow automation (eliminating service desk effort), and robotic process automation for critical applications. Consistently delivered on critical SLAs and KPIs while enhancing user experience. Managed and motivated employees to be productive and engaged in work. Accomplished multiple tasks within established timeframes. Reduced operational costs through comprehensive process improvement initiatives and resource management. Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members. Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.

During the sales cycle, I played a key role in ensuring successful project delivery. I reviewed RFP, validated proposed solutions against IT best practices (ITIL) and tools capabilities, and assessed resource allocation for smooth execution. This rigorous review process ensured alignment between sales proposals and project deliverables assuring the sales is not over promised resulting in under delivery. Developed and implemented business strategies to achieve business goals and stay competitive.

Led the successful implementation of a Transition Planning and Support framework, streamlining project onboarding to BAU operations. Prepared acceptance checklists and optimized project transition throughout the lifecycle. Analyzed and managed change requests, ensuring stakeholder alignment. Monitored post go live incidents and advised on warranty exit criteria. Documented transition risks and ensured knowledge transfer. These efforts resulted in the smooth transition of projects to steady state, receiving recognition from the CIO. The framework also reduced major incidents, recurring issues, and potential revenue loss. Additionally, I designed and implemented a self-service password reset tool, saving over 2400 tickets annually and generating significant cost savings, receiving another CIO award.

Directed a 40 members team, managing stakeholders across all levels. Implemented ITIL V3 for service management processes, including a service desk and managed services enablement. Partnered with IT leadership on project resourcing and support. Successfully planned, built, and maintained a data center based on current and future needs. Ensured client satisfaction by supervising server design, evaluation, and implementing a Device Action Plan based on customer data. Strategized business solutions provided risk assessments, and reviewed project proposals to deliver exceptional value. Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible. Improved service quality, addressing client concerns promptly and professionally. Coordinated with multiple departments to ensure seamless service delivery across all touchpoints. Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements. Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities. Maintained proper staffing levels to guarantee timely and accurate deliveries. Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently. Coordinated new hire recruitment, training and development.

Directed a team of 8 managing over 10,000 end user devices across the UK, ensuring efficient software asset management, compliance, and exposure reporting. Streamlined internal and external audits through monthly reporting and implemented a continuous improvement process that reduced operational costs by 30%. Championed operational excellence by introducing a framework for smoother release via LanDesk, a knowledge management portal for capturing knowledge article and KEDB, and an ITIL V3 based asset lifecycle management tool. Additionally, implemented Acronis Backup and Restore, slashing breakdown resolution time from 2 days to 2 hours. Successfully completed a high-value license audits with zero non-compliance findings. Cross-trained existing employees to maximize team agility and performance.

Established a comprehensive IT Service Desk with onshore and offshore operations. Implemented key ITIL processes such as Incident, problem, Change and Knowledge Management. Effectively managed incident resolution, major incidents and knowledge base for continuous improvement. Achieved critical service level agreements (SLAs and KPIs) for incident resolution and service requests. Streamlined asset and configuration management with a fully functional CMDB. Directed a team of 24 resolving incidents and service requests while managing customer satisfaction and collaborating with senior management on service delivery. Developed a high-performing team by providing coaching, mentoring, and regular performance feedback. Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery. Implemented an effective knowledge management system for quicker issue resolution and increased productivity. Enhanced customer satisfaction with timely issue resolution and effective communication skills. Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness. Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality. Hired, trained and supervised team of service staff members to meet business goals. Analyzed service reports to identify areas of improvement.

Leveraged ITIL framework to optimize service delivery and transition. Led the migration of Wintel, AD, and Exchange operations to a remote offshore team. Demonstrated strong planning and risk assessment skills by creating project plans, SOPs, and shadow plans. Ensured successful knowledge transfer through documented processes and training sessions. Successfully transitioned over 19 customer accounts to the remote support team from various parts of India and APAC region.

Led application and database server P2V migrations, ensuring successful transition from physical to virtual environments. Collaborated with business and technical stakeholders to gather essential prerequisites and system dependencies. Utilized Platspin Power Convert for migration execution and conducted thorough post-migration testing. Maintained clear communication by providing weekly summary reports to both clients and internal management.

Directed a high-performing team of 96 across locations to resolve incidents for 150,000 global customers. Implemented innovative solutions (Control-F1 chant, remote support tool) to streamline incident management. Effectively managed service requests (deployments, access) and utilized customer feedback (CSAT) to develop a device action plan. Chaired service and major incident review meetings, driving continuous improvement in customer satisfaction. Provided technical and functional guidance to the team while serving as the single point of contact for incident escalation. Achieved exceptional results in meeting critical service desk SLAs (FTR up to 82%) and was recognized with the best Service Desk Manager of the Year award.