Shruti Ahuja

Experience

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  BIMM

  Jun 2010 - Jun 2012

  Corporate Relations Coordinator
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  DHL EXPRESS I Pvt Ltd

  Jun 2011 - Jul 2011

  Summer Intern
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  Infosys

  Jul 2013 - Jun 2019

  • Requirement Gathering and Elicitation for functional and non-functional requirementsIdentify User Journeys to understand, define & align business requirements across within the Capability Domain• Ensured the alignment of demand guided by Business stakeholders and solution proposed by the architect & capability domain meets the business requirements and provides input into the prioritisation of the features delivered• Prepare Solution document, Feature Sequence Diagram, Process flow diagram and other documentations using VISIO Charts• Validate the solution developed via regular desk checks and providing walk through of solution to the Business Requirement Owner’s• Validated the UX/UI workflow diagrams to fit the latest business requirements• Facilitate and drive discovery workshops with business and technical stakeholders.• Convert Business Requirements into EPICS, Features and user stories.• Break them into logical entities (e.g. features) with relevant acceptance criteria.• Deliver the Project using AGILE and DEVOPS methodologies.• In-Depth understanding of ServiceNow ITSM Tool, ITIL processes.• Support UAT and SIT testing by guiding the testing teams on domain aspects and provide details on test scenarios and help users to understand the expected application behavior.• Develop training materials for Business Stakeholders.• Develop, maintain and prioritize product backlog along with Product Owners to drive Sprint Planning.• Conduct workshops for gap analysis and data mapping of business rules, system and process flows.• Coordinate and conduct Scrum meetings, standups , PI Planning, Sprint Planning, Retrospectives and other AGILE cadences. Show less Service Now implementation for a large scale Switzerland based Agricultural organisation• Defined ITIL based processes for Incident, Service request, Problem, Change, Configuration and Knowledge management• Prepared, scheduled and lead meetings between enterprise business and technical resources and multiple vendors in preparation for demonstrations and site visits resulting in more efficient and productive meetings with fewer follow up questions and communications.• End to end implementation of Incident, Service Request management, Change, Problem, Configuration and Knowledge management modules in ServiceNow as per the business requirements• Prepare detailed training documents and conduct user (pilot users, key users and end users) training using classroom training or collaborative tools to ensure smooth transition to the new system/process. • Create new service catalogues, catalogue items, tasks and approval workflows• Owned workshops to finalize Business use cases and customer journeys.• Worked with Business Stakeholders to have the right inputs such as data set up for testing purposes and deployment activities like TVT, PVT etc.• Provided technical and domain guidance to the build and testing teams.• Assist in deployment planning, operation readiness and solution release (NFRs, ORC etc.)• Agile Project Management involving Stand-Ups, Sprint Planning & Review, Product Demos, Retro etc.• Collaborate with the build team, architects and product owner(s) to ensure rightness of requirements and solution design. Show less Service Integration Manager for Netherlands based Logistics organisation• Involving in the project team meetings with clients for project planning, resource planning and planning the timelines/ billing • Perform high-level fit-gap analysis and process changes, carry out benchmarking, resolving complex requirements, assist the team in preparation and planning for the workshops, review the work, identify and evaluate the inefficiencies, ask for assistance if unable to resolve issues in order to develop diagnostic reports, process and requirement documents.• Lead the offshore project team to deliver the product at right time with right quality to clients • Assisting and aligning the ITSM processes, SLA’s for a multiple vendors and drive towards Service Integration from Process perspective• Conducted monthly interviews and process assessments with project teams to identify and analyse gaps in process implementation and adoption• Preparing dashboards, reports and conducting weekly and fortnightly reviews• Recommend and influenced various areas of improvement based on the findings• Achieved increased process and tool compliance and adoption by means of workshops, training sessions and collateral• Demonstrable ability to self-manage, be proactive, take ownership, build relationships and drive solutions through from inception to production• Gathers metrics and performs analysis to determine areas of potential improvement and implements process changes as necessary• Enhance process documents, policy manuals, RACI matrix and process-tool alignment• Establish Service Excellence Office for increasing efficiency and customer satisfaction Show less

  • Service Management Consultant at National Australia Bank

    Feb 2019 - Jun 2019

  • Scrum Master | Agile Business Analyst

    Jan 2017 - Jan 2019

  • Service Now Business Analyst

    Aug 2015 - Dec 2016

  • Service Integration Manager

    Jul 2013 - Jul 2015
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  Service Line Solutions

  Jun 2019 - May 2021

  ServiceNow Consultant
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  Thirdera

  May 2021 - now

  • Director BPMO - APAC

    Apr 2023 - now

  • PMO/BPMO lead

    May 2021 - May 2023