Dhananjay Kulkarni

• Performing Business Analyst activities for Multiple Projects for the Client. • Constantly collaborating with stakeholders for Gathering requirements • Completed 90% of the Project before the decided timelines. • Managed and Performed Testing activities achieving an accuracy of 95% with the entire testing team. • Worked on Setting up the structures, and ITIL Processes and delivered high-quality business documents as per the ISO standards. • Represented the customer for ISO audits for ITSM & Agile Process.

• Organize workshops and requirement elicitation sessions, and create resource plans, project milestone strategies, timelines, and user stories using Agile Scrum methods. • As Scrum Master, collaborate with stakeholders, and leverage them throughout the development cycle. • Designed dashboards and reports for customers to help them review their process performance which has led to an average reduction of SLA breaches to 5% from 15%.

• Spearheaded the implementation, enhancement, and administration of ServiceNow projects involving applications, infrastructure, and security as per Agile methodologies. • Translated business requirements into technical specifications, developed and reviewed client scripts, user interface policies, business rules, etc. • Liaised with clients, built roadmaps/strategies, and drove product development efforts via cross-functional teams.

• Planned and organized product backlog grooming and prioritization sessions • Coordinated with business finance and technology teams and vendors to manage budgets and invoices for projects and drive the change management process in line with ITIL guidelines. • Established the IT Service Management process for Incident Management, Problem Management, Change Management, Knowledge Management, Service Request & Hardware Asset Management

• Orchestrated end-to-end product/process life cycle and implementation of the ServiceNow ITSM module. • Configured and designed workflows for the change management process • Worked closely with the business to roll out the change and release management processes on the ServiceNow platform as per SDLC and ITIL standards. • Set up the incident management process in the pilot phase of a project for an Australian mining client.

• As Manual Tester, reviewed test cases, logged and fixed defects till deployment in the production environment for ServiceNow implementation. • As Incident Manager for a US pharmaceutical giant, investigated and drove P1 (priority) incidents to closure • Defined service level metrics for 4 Service Desks, and improved performance by maintaining constant communication with local service desk managers.