Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Status in Canada
Personal Information
Timeline
Generic
Becky George

Becky George

North York,Canada

Summary

  • With over 13 years of IT experience in IT Service Management, Program and Project Management, ITIL Process Consulting, ServiceNow Implementation, Service Delivery, Service Transition, and IT operations, currently serving as a Program Manager.
  • Extensive experience in managing multiple concurrent projects on ServiceNow implementation and support. Responsible for driving strategic planning, operational excellence, and continuous improvements for all ServiceNow projects.
  • Focus on delivering projects on time, within budget, and with high quality standards.
  • Possess skills in identifying client needs, budgeting, project cost estimation, resource optimization, and delivery and transition planning analysis.
  • Strong leadership, communication, business analysis, governance, and organizational skills contribute to excelling in this role.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Program Manager

Infosys Ltd.
06.2019 - Current
  • Manage and supervise administrative and daily program operations, comply with policies and regulations.
  • Establish strong relationships with key stakeholders, ensuring support for program initiatives.
  • Develop strategic plans, setting clear objectives and achievable milestones for the team.
  • Manage cross-functional teams for successful project completion within deadlines and budgets.
  • Facilitate workshops and conducted one-on-one training to educate team members.
  • Collaborate with cross-functional teams for seamless integration of ITSM/CSM/HRSD processes into existing organizational workflows.
  • Spearhead the development of ITSM/CSM/HRSD strategy, aligning it with organizational goals and objectives.
  • Improve IT service delivery by streamlining processes and implement ServiceNow best practices.
  • Enhanced organizational agility by introducing scalable ITSM/CSM/HRSD processes that can accommodate changing business requirements and technology advancements.
  • Drove process re-engineering initiatives to identify areas for improvement in existing ITSM/CSM/HRSD workflows, resulting in streamlined operations and reduced costs.
  • Manage contract preparation, signature and closings through pass-off to onboarding team.
  • Respond to specific customer requests, including RFP responses and industry-specific solutions.
  • Play a key role in the growth of the ServiceNow practice, contribute to business development efforts by identifying new opportunities and establishing strong client relationships.
  • Conduct in regular review meetings with clients, present progress updates and gather feedback for continuous improvement efforts.

ServiceNow Consultant

Allianz Technology
01.2018 - 06.2019
  • Optimized ServiceNow implementation by analyzing business processes and recommending system enhancements.
  • Provided ongoing support for implemented solutions, addressing issues promptly to maintain optimal system performance.
  • Developed and maintained accurate documentation of implemented solutions, ensuring that knowledge transfer occurred effectively between team members and clients.
  • Maintained high levels of customer satisfaction through effective communication and timely resolution of reported incidents.
  • Assisted clients in defining clear project requirements, translating them into actionable plans for successful solution deployment.
  • Streamlined service delivery with the development of custom applications and workflows within ServiceNow.
  • Collaborated closely with stakeholders at all organizational levels to understand their needs and tailor solutions accordingly within the ServiceNow platform.
  • Led cross-functional teams in the execution of strategic initiatives related to ServiceNow adoption across the organization.
  • Reduced incident resolution time, automating key processes and implementing self-service options for end users.
  • Developed critical performance metrics to evaluate the effectiveness of ServiceNow solutions in achieving business objectives.
  • Delivered comprehensive training programs on ServiceNow features and functionality for both technical and non-technical staff members.
  • Contributed to process improvement efforts, identifying areas for optimization within existing service management procedures.
  • Improved deployments and ongoing customer satisfaction by coordinating training.


Transition Manager

Tech Mahindra
02.2017 - 12.2017
  • Spearheaded successful migration projects from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.
  • Established strong relationships with stakeholders involved in the transition process to facilitate collaboration and problem solving.
  • Enhanced client satisfaction with smooth project transitions through regular status updates and transparent communication.
  • Developed comprehensive project plans, outlining scope, objectives, deliverables, and deadlines for successful transitions.
  • Coordinated cross-functional teams to ensure seamless handoff of projects between departments or external partners.
  • Delivered high-quality outcomes for transition projects within budget constraints through diligent financial planning and cost control measures.
  • Managed risks effectively during project transitions by conducting thorough risk assessments and implementing mitigation strategies.
  • Assessed the performance of team members during project transitions, offering targeted feedback and guidance to improve overall productivity.
  • Conducted thorough analyses of existing processes to identify inefficiencies and recommend improvements in the transition management process.
  • Optimized resource allocation during project transitions by closely collaborating with internal teams and external vendors.
  • Reduced transition downtime for clients by closely monitoring progress and adjusting timelines accordingly.
  • Evaluated post-transition results to identify areas for improvement and implement best practices for future projects.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Facilitated workshops to collect project requirements and user feedback.

ServiceNow Functional Consultant

Hewlett Packard Enterprise
10.2015 - 01.2017
  • Delivered high-quality results by implementing ServiceNow best practices in functional consulting methodologies and tools.
  • Professionally interacted with clients to assess business requirements and determine software needs.
  • Increased system stability through rigorous testing and validation of software enhancements before deployment.
  • Conducted gap analyses to identify areas of improvement in existing systems or processes, leading to increased productivity and user satisfaction.
  • Spearheaded process improvement efforts, analyzing current operations to identify inefficiencies and recommend actionable solutions.
  • Developed and implemented reports and presentations for key stakeholders and senior management.
  • Conducted comprehensive reviews of existing systems, processes, and stakeholder needs to develop targeted improvement initiatives.
  • Enhanced client satisfaction by identifying pain points and providing tailored solutions to meet their needs.
  • Liaised between IT infrastructure team and other personnel to assist with resolution of system issues.
  • Developed training materials and conducted workshops for end-users, ensuring seamless adoption of new technologies or processes.

ITSM Administrator

Tata Consultancy Services
11.2011 - 09.2015
  • Gathered business requirements and interact with the business users to understand the existing functionality, current state processes, tools to get a better view of the business processes and functionality to develop and configure the ServiceNow/BMC Remedy Platform.
  • Developed custom applications in ServiceNow/BMC Remedy to replace legacy platform running business critical applications.
  • Worked on Technical Design Documents that includes application architecture details.
  • Worked on enhancement of existing modules of ServiceNow like incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and CMDB.
  • Create web services based on requirement to receive incident and problem tickets from external systems.
  • Configure user accounts, groups, and roles and create custom roles where necessary.
  • Managed instance security, user/group access/access control lists and data loads.
  • Create and modify business rules, UI actions and UI policies.
  • Create update sets to migrate customizations from one instance to another instance.
  • Create email templates and email notifications.
  • Developed training materials and conduct training sessions with clients.
  • Document all implementations and best practices defined within team

Education

MASTERS - APPLIED ELECTRONICS

Karunya University

ELECTRONICS AND COMMUNICATION ENGINEERING -

Anna University

Skills

    Program and Project Management

    Scrum Methodology

    ServiceNow ITSM/HRSD/CSM

    Agile Management Framework

    ITSM Tools Transition & Migrations

    ITIL Process Governance

    Incident/Problem/Change Management

    Configuration Management

    Service Level Management

    Vendor Management

    Continual Service Improvement

Websites

Certification

  • ITIL Foundation
  • ServiceNow – Certified System Admin

Accomplishments

  • Canada Delivery Awards - August 2022, January 2023 and March 2024
  • ‘Star of the Month’ Award –March 2019 and August 2018
  • ‘Pat on the Back’ Award – February 2017
  • Spot Awards for ‘Best Team Player’ – January 2015 and March 2014
  • ‘Budding Engineer’ Award – June 2012

Status in Canada

Permanent Resident

Personal Information

  • Passport Number: R7143121
  • Date of Birth: 06/21/86
  • Nationality: Indian

Timeline

Program Manager

Infosys Ltd.
06.2019 - Current

ServiceNow Consultant

Allianz Technology
01.2018 - 06.2019

Transition Manager

Tech Mahindra
02.2017 - 12.2017

ServiceNow Functional Consultant

Hewlett Packard Enterprise
10.2015 - 01.2017

ITSM Administrator

Tata Consultancy Services
11.2011 - 09.2015

ELECTRONICS AND COMMUNICATION ENGINEERING -

Anna University

MASTERS - APPLIED ELECTRONICS

Karunya University

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Becky George