IT Business Process Consultant
Resume:
SHOBHANA PARANJAPE
*******@*****.***
West Bloomfield MI 48322
An experienced IT Professional self-starter, excellent mentor, team player and problem-solver with detail orientation. An innovator with creative, analytical thinking skills, experienced in the ITSM & IT Process Consultancy, Continuous Improvement, would like to advance career in IT.
Summary of Qualifications
ISO 9001:2015 Lead Auditor Certification from CQI/IRCA in November 2024
Lean Navigator Certification by Harvard Business Publishing, US -India arm
Lean Six Sigma Black Belt certification from BMGI (US University & Cognizant Academy)
ITIL V3 Foundation Certificate by TUV, Munich
ITIL 4 Foundation Trained
IBM AS/400 Systems Professional Certification by TiSL-IBM Partner
4 years of Teaching & Software Training experience
Trainer Par Excellence Award in 2011 for imparting LEAN training.
In depth 11+ years’ experience in IT Process Management & Improvement Consultancy
8+years of SDLC & QA STLC projects for Banking, Finance & Telecomm, Dairy & Food domains on various IBM AS/400 iSeries on ERPs like JDEdwards-WorldSoft – SD/MM, MOVEX-Finance, AP/AR
Knowledge of Microsoft Word, Excel (Advanced), PowerPoint, MS Visio for Process Mapping/Modelling using BPMN, MS Project and Outlook, SharePoint, Minitab, Remedy, JIRA, ServiceNow-DCM Tool, Knowledge Management, Configuration Mgmt. dashboard report module
Employment
ITSM Process Consultant (Employee & Contractor): TCS North America US Feb 2018 – Mar 2024
Client- General Electric HealthCare (GEHC) – ITSM Process Expert team Nov 2023-Mar 2024
Successfully completed acquisition of Knowledge & Problem Management processes support in a Continuous Improvement (CI) initiative of GE Corp to GEHC separation transformation project-
oWorked with GE HC -KM Process owner & Knowledge Management support team members in KT sessions to acquire AS_IS & TO-BE processes & keep SOPs of the KM process UpToDate & support activities to KM process stakeholders by GE team, their BAU activities, Service Request support, Onsite & Offshore team’s tasks to govern & support KM.
oContinuous improvement activities like Process Assessment for Knowledge Management & Problem Management carried out with questionnaires. Gap analysis, implementing process changes per improvements identified with GE HC Process Managers.
oReview As-IS and Revise for TO-BE Process flows per using MS Visio and process documentation
oGoverned the KM Dashboard for KM related KPIs like completed, Open, Aging, default tasks completion on time
oSupport Application teams to complete KB article revisions to maintain Knowledge base current& improve further.
oParticipated in biweekly Process meetings for reporting & improvements identified by support team.
Client- Kenvue (Consumer) – ITSM Process Expert team Sept 2022 – Oct 2023
Johnson & Johnson ‘s consumer division- Kenvue SMO -ITSM Processes support functions using ServiceNow for managing their ITSM processes support & continuous improvement .
Technical summary-ITSM Processes like Configuration Management, Knowledge Management (KM)Process Consultancy Assignments using MS Share Point 2010, Service NOW 2.0, Process mapping using MS Visio, Continuous improvement etc. tools.
Successfully completed Transition project with Knowledge acquisition project & Secondary Support of Governance of CMDB tasks till March 2023 in Agile mode Successfully worked on Primary Support of Governance project Apr 2023 thru June 2023 along with Kenvue Configuration Management process owner, L2 Support team, Platform team etc.
Worked with GPO for Config Management process support function for governance & operational support management for a team of 3 at offshore.
Creating Process documentation like SIPOCs, Process Flows at L5 & L6 levels using MS Visio, SOPs, Process Narratives by
oConducting Process Mapping sessions with SMEs & cross-functional Process stakeholder teams to improve J&Js L5-High end-to end, L6 -Detail activity level process flows for Kenvue
oAnalysis & revision of existing ITSM Process documentation, Process training material revisions for continuous improvement for Kenvue
oParticipate in Process workshops, Process Owners meeting, Daily huddle meeting, Sprint /agile meetings.
oGoverning VTB (Virtual Transaction Board) using ServiceNow to track support work of team. And follow up for SLAs defined for CM process.\
oWorked on Knowledge Management activities like Creation,revision for improving Knowledge Articles of Configuration Management process.
oContributed in Weekly -Process Owner meetings for reporting, for ITSM – SMO -Configuration Management Process activities, Achievements, Risks to Program Manager
Client- Deluxe – ITSM Process Expert team Aug 2022 – Sept 2022
The Deluxe Printing organization has requested for their ITSM Processes Assessment at very high level Continuous Improvement identification initiative and process documentation to streamline the ITSM processes.
Technical summary-ITSM Processes like Change Management Consultancy Assignments using MS Share Point 2010, Service NOW 2.0, MS Visio etc. tools.
Conducted Process workshops with Change Manager & other stakeholder teams to understand As-is process, details Change management types/procedures, Roles, CAB structure, meetings activities, Controls in place, Deliverables /trackers/ Dashboard KPIs used to govern
Analysis & revision for improvement of Process documentation, Knowledge Articles, training material
Performed gap analysis using interview techniques, using collected process data, Reports & dashboard data for last 6-12 months
Presented Gap findings to relevant Process stakeholders
Prepare ITSM process assessment deliverable with other process SMEs and to seek review & sign offs by Process Owner
Participate in Assessment presentation with status of assessment activities, Risks (if any)to Executive leadership for decision making
Client- Hartford Insurance -TSMP – ITSM Process Simplification team Jan 2022 – July 22 As TSMP Process Simplification team of ITSM Process Consultants -for my process, worked on requirement gathering with S-IS & TO-BE(Future state) process, gap analysis, solution design including redesigning for Process changes, identifying change impact .
Client- AbbVie ServiceNow 2.0 Transformation team Feb 2020 – Dec 2021
In ServiceNow 1.0 to 2.0 transformation project with CSDM2.0 model,
As CMDB team of ITSM Process Consultants worked on Remodeling IT Processes like Decommission of Config Item(CI)Process, identified bottle necks for process optimization during ServiceNow 1.0 to 2.0 transformation
Creating Process documents using MS Visio- Process Flows at L5 /L6 levels,SOPs, Process Narratives, SIPOCs
Conducting Process Mapping sessions with SMEs & cross-functional Process stakeholder teams to create L5-High end-to end, L6 -Detail activity level process flows
Business Process Consultant (Contractor) TCS North America US Feb 2018- Feb 2020
Client- Kaiser Permanente IT -Process Services Group (PSG team member)
As PSG team of Business Process Consultants working on Design/Redesigning IT Processes like Application Retirement and Decommission Processes, redesigned Application Lifecycle Mgmt. (ALM) Planning & Optimizing Decommissioning Process as Continuous Improvement requirement of quality.
Worked on mapping Application Retirement & Decommission process hand offs with Financial Management Processes phases of Invoicing, Accounts Payable etc.
Creating & improving Process documents like SIPOCs, Process Flows at L5 & L6 levels using MS Visio, SOPs, Process Narratives
Conducting Process Mapping sessions with SMEs & cross-functional Process stakeholder teams to create L5-High end-to end, L6 -Detail activity level process flows
Working in Agile Sprints for Process Documentation –Annual currency releases, ALM Process continuous improvements, Integration with ITAM,IT FM Processes, Process related Risk & Issue Management using JIRA
Working on KPs Continuous Process improvement initiative of Process optimization using Simplification techniques, Lean methodology with VoC,Value Stream mapping, Focus groups sessions, Analysis,identification & elimination of wastes/Non Value adds, Closeout activities
Participating in Process Improvement team meetings, Sprint Review/Planning/Daily Stand Up/Retrospective Meetings with Process Managers, Process Owners, Principal Process Consultants and other support groups
IT Process Analyst: KESKON Industries LLC Irvine, California Nov 16-Oct 2017
Sr. Business Process Consultant: Cognizant Technology Solutions UK & India Oct12-Jun15
Process Consultant-Lean Coach: Cognizant Technology Solutions Limited Pune, India Jul 09 – Oct12
Worked with McKinsey, US team to implement LEAN using tools like Process Map, OPM, VSM, VOC, M&B Survey using OPTIMIZE framework in phased manner
Manage Lean Transformation in IT Projects across locations with cross-functional teams
In May 2011 thru Dec 2011 – Completed Certification & Lean Six Sigma Black Belt-LIVE Project of ITSM – evaluated with 85% score by BMGI US & Cognizant Academy
Business Process Consultant Cognizant Technology Solutions Pune India Dec 2009–Jun 2015
Sr. Associate -Software Cognizant Technology Solutions Pune India May2006–Nov 2009
(includes HBOS Lloyds Bank UK Onsite project assignment from Jan 2008 thru Nov 2008).
Sr. S/W Engineer iGATE Patni Computers Limited Pune, India Feb 2004 -May2006
IBM AS/400 Programmer Consult400- RB Joshi & Co. Pune, India Jan 2002 - Jan 2004
Adjunct Faculty- AS/400 Datapro InfoWorld Ltd. Pune, India July 1998 - Dec2002
Adjunct Faculty- MIT & Bharati Vidyapeeth Engineering Colleges Pune, India July 1988 - Feb 1991
Education
Bachelor of Engineering College of Engineering Pune University, India July 1988
Contact this candidate