Abhishek Mayank

Project 1:- Enterprise Service Desk Automation - ServiceNow ITSM

• Engage with stakeholders to elicit, analyze, and document functional and non-functional requirements for ServiceNow modules.
• Conduct gap analysis between current state and desired future state using ServiceNow platform capabilities.
• Write clear and concise user stories, acceptance criteria, and process flows in Jira or Azure DevOps.
• Create and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and Use Case documentation.
• Design and map 'As-Is' and 'To-Be' processes aligned with ServiceNow best practices.
• Identify automation opportunities and reduce manual interventions using ServiceNow workflows.
• Collaborate with ServiceNow developers to translate requirements into technical solutions.
• Review and validate configurations such as catalog items, forms, business rules, and flow designer workflows.
• Facilitate workshops, demos, and requirement review sessions with business and technical stakeholders.
• Serve as a liaison between business units and the ServiceNow development/configuration team.
• Define test scenarios and support QA/UAT activities to validate that the implemented solutions meet business needs.
• Coordinate defect triaging and retesting during UAT and post-deployment phases.
• Ensure proper documentation and approval for ServiceNow changes following ITIL/ITSM practices.
• Participate in CAB (Change Advisory Board) meetings to provide BA insights.
• Design ServiceNow reports and dashboards to track KPIs, SLA compliance, and operational metrics.
• Support training material creation and provide end-user training or documentation.
• Maintain system and process documentation for knowledge continuity.
• Work in Agile/Scrum teams to deliver sprint-based ServiceNow enhancements.
• Participate in backlog grooming, sprint planning, stand-ups, reviews, and retrospectives.
• Delivered a 35% reduction in average incident resolution time and improved SLA compliance from 68% to 92% post-deployment.
• Supported post-go-live adoption through issue tracking, feedback analysis, and continuous improvement recommendations.
• Created training materials and onboarding documentation for end users and facilitated knowledge transfer sessions.

Project 2: ServiceNow HRSD Implementation

• Gathered and documented business requirements from HR, payroll, benefits, and compliance teams to implement ServiceNow HR Service Delivery (HRSD) modules across 3,000+ employees.
• Created detailed Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and over 150+ user stories for HR case types, lifecycle events, and portal experiences.
• Designed As-Is and To-Be HR service workflows for onboarding, offboarding, transfers, and document requests using Lucidchart and MS Visio.
• Collaborated with ServiceNow developers and HRIS teams to define configuration rules, dynamic approvals, SLA policies, and case routing logic.
• Defined and validated data mapping for Workday and Active Directory integrations to support seamless employee profile synchronization.
• Led sprint reviews and stakeholder demos with HR managers and regional representatives to validate story completion and user readiness.
• Supported UAT planning and execution by preparing test cases, tracking defects in Jira, and coordinating sign-offs with functional leads.
• Ensured alignment with Canadian labor laws and Desjardins' internal compliance framework for data retention, access control, and PII handling.
• Delivered training guides, knowledge base articles, and onboarding documentation to support rollout and adoption of the new HR portal and case management system.

Project 1: - Omnichannel Inventory Management System (OMS) Enhancement

• Collaborated with eCommerce, Store Operations, and Supply Chain teams to gather requirements for enhancing inventory visibility and order fulfillment workflows across online and in-store platforms.
• Created detailed BRDs, FRDs, and over 150 user stories with acceptance criteria for scenarios including BOPIS (Buy Online Pickup In-Store), split orders, and inventory reservation logic.
• Mapped 'As-Is' vs. 'To-Be' processes using Visio, capturing workflows across POS, WMS, and eCommerce systems.
• Defined integration requirements and coordinated API specifications for real-time stock updates between Salesforce Commerce Cloud, Oracle Retail, and Manhattan WMS.
• Supported Agile ceremonies (sprint planning, backlog grooming, sprint reviews) and ensured timely delivery of sprint goals.
• Partnered with developers and QA to define test cases and validate stock sync, order routing, and fulfillment logic.
• Led stakeholder demos every 3 sprints and gathered feedback to refine backlog priorities and MVP scope.
• Facilitated UAT execution by coordinating with store testers and fulfillment leads across 10+ locations.
• Developed training guides and release notes for operations and customer support teams on new order management features.

Project 2: Loyalty Program Optimization & CDP Integration

• Gathered and documented business requirements from Marketing, eCommerce, and Retail Ops teams for loyalty points engine, real-time offers, and CDP integration.
• Created detailed BRDs, FRDs, and over 200+ user stories with acceptance criteria for campaign triggers, personalized offers, and customer journey touchpoints.
• Mapped 'As-Is' and 'To-Be' processes for loyalty workflows, offer targeting, and customer segmentation using Lucidchart.
• Collaborated with integration teams to define API payloads for syncing customer data between POS, mobile app, and CDP platforms.
• Facilitated Agile ceremonies including sprint planning, backlog grooming, and sprint demos with cross-functional teams.
• Defined data mapping requirements for customer attributes across CDP, Snowflake Data Lake, and campaign platforms.
• Supported UAT by creating test scenarios for earn/redeem transactions, geo-targeted promotions, and real-time data sync validations.
• Coordinated with legal and compliance teams to implement PIPEDA-compliant consent management in customer data flows.
• Worked closely with QA and developers to triage defects, validate fixes, and ensure sprint deliverables met business expectations.
• Delivered training documentation and contributed to the successful rollout of personalized campaigns across web, app, and in-store channels.

Project: - Digital Banking Platform Modernization

• Collaborated with cross-functional stakeholders from product, compliance, and operations to gather, analyze, and document business requirements for digital onboarding, mobile cheque deposit, and paperless banking features.
• Created detailed BRDs, FRDs, and over 200+ user stories with clearly defined acceptance criteria using Jira and Confluence.
• Developed and optimized As-Is and To-Be process flows using Lucidchart, mapping customer journeys across mobile app, online banking, and CRM systems.
• Defined API requirements and worked closely with integration developers to support real-time synchronization between core banking, CRM (Salesforce), and mobile platforms.
• Ensured all feature designs met PIPEDA and FINTRAC compliance requirements, including consent management, secure messaging, and multi-factor authentication (MFA).
• Coordinated UAT cycles by preparing test scenarios and managing feedback loops with QA, business users, and development teams.
• Participated in Agile ceremonies including daily stand-ups, sprint planning, backlog grooming, sprint reviews, and retrospectives.
• Facilitated stakeholder demos every sprint to track feature validation and sign-off for progressive delivery milestones.
• Delivered training documentation, release notes, and supported post-go-live monitoring for app features used by over 1 million digital customers.

Project: - Omni-Channel Retail Transformation at Transmart Carrefour

• Led workshops and interviews to gather needs for POS enhancements, self-checkout integration, online order fulfillment, and loyalty program redesign.
• Translated requirements into User Stories and Functional Specifications, collaborating with technical teams for optimal design.
• Bridged communication between business users, technical teams, and NCR Voyix specialists. Managed change requests.
• Developed test scenarios, supported UAT, and provided hypercare during phased go-lives across stores.
• Successfully implemented NCR Unified Commerce Platform, improving checkout efficiency and inventory accuracy. Enabled seamless Click & Collect.

• Established and maintained productive professional relationships with key personnel at assigned partner accounts, ensuring high levels of partner satisfaction.
• Achieved assigned sales quotas and increased profitability for the South and Southeast Asia region by 20% year-over-year.
• Created and managed a distribution channel to expand business in the region, driving adoption of Retail Pro programs among partners.
• Led joint partner planning processes to set mutual performance objectives, financial targets, and critical milestones for productive relationships.
• Managed potential channel conflicts with internal sales teams, ensuring compliance with channel rules of engagement and partner agreements.
• Coordinated with partners and internal teams to develop solutions that addressed end-user needs, aligning partner sales resources with end-user demands.

• Oversee and manage key accounts such as GE, Unilever, Tesco, and Nokia within the South India region.
• Develop and review sales pipelines quarterly, ensuring steady growth and opportunities within these accounts.
• Prepare and deliver detailed responses to RFPs/RFQs, including cost analysis and business proposals.
• Ensure timely renewal of service contracts to maintain strong customer relationships and prevent service interruptions.
• Drive new business development in untapped areas while managing the full sales cycle with internal teams to consistently exceed sales targets.
• Maintain and enhance customer relationships through proactive communication and a comprehensive understanding of their business needs.

• Oversee both corporate and channel sales operations for the South India and Goa region.
• Drive business development efforts to expand market share and achieve revenue targets.
• Analyse market potential and implement strategies to boost sales and achieve turnover goals.
• Increase geographical scope by signing up new partners and building relationships with top partners (system integrators).
• Profile and rank partners based on specific criteria to optimize business relationships and performance.