Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Manager
Sushil Rathore

Sushil Rathore

Toronto

Summary

Experienced Project Manager with top-notch implementation and project delivery abilities. Highly organized, methodical, and skilled at overseeing daily milestones across high-performance teams. Well-versed in ITSM, ITOM, Service Portal projects planning & delivery. I am a highly skilled and accomplished Project Manager with specialization in Customer Service Management Project delivery. Willing to take on added responsibilities to meet team goals along with leading cross-functional teams to surpass project delivery expectations through strategic planning and effective stakeholder communication.

Overview

24
24
years of professional experience
6
6
Certification

Work History

Technical Project Manager

Ivedha Inc
08.2022 - Current
  • Worked with Financial Institution and supported for ServiceNow Implementation of Automated workflow in Service Catalog for SREs.
  • Supported and worked on CMDB, Discovery gap analysis and streamlined the processed data in CMDB for accuracy of IT components.
  • Build and configure Reports and Dashboards for SRE Practice.
  • Implemented best practices to drive quality IT project delivery.
  • Monitored and tracked project progress to support timely completion.
  • Assessed and analyzed customer requirements to develop effective IT project plans.
  • Led cross-functional teams to successfully complete IT projects.
  • Integrated cutting-edge technology solutions into existing systems to streamline workflows and improve overall operational efficiency across various departments within the organization.
  • Collaborated closely with cross-functional teams to ensure seamless communication and information sharing throughout project lifecycles.
  • Developed comprehensive documentation such as user guides and training materials to facilitate smooth handovers at the conclusion of each project phase.

Business Solutions Consultant

Novartis Health Care Pvt Ltd
07.2017 - 05.2022
  • Drafted integration plans to ease assimilation of products into customers' business infrastructure in ServiceNow HRSD space
  • Performed proof of concept demonstrations, instructing potential customers on benefits of ServiceNow HRSD and Case Management.
  • Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Developed and implemented data governance policies and procedures.

Consulting Practice Director

Happiest Minds Technologies
12.2015 - 04.2017
  • Cultivated strong relationships with key stakeholders, leading to increased referrals and partnerships opportunities.
  • Increased revenue growth by expanding service offerings and entering new markets successfully.
  • Implemented innovative methodologies to optimize consulting services, resulting in improved client outcomes.
  • Streamlined internal processes for increased efficiency and smoother project execution.
  • Consulting Business Units for integration and process design in all Infra and ITSM project assignments such as Service-now Development, ServiceNow Discovery and CMDB, Manage Engine.
  • Strong Business Analysts skills with hands on process design skills on Incident, Problem, Change and SLA Configuration, Configuration Management, Asset Management in ITSM tools such as HP Openview Service Desk, HP Service Manager, Service-Now with all phases.

ITSM Consultant

Thomson Reuters Pvt Ltd.
12.2008 - 12.2015
  • Conducted thorough assessments of client requirements to deliver ITSM Solution using ServiceNow.
  • Designing and implementing IT and Non-IT related process workflows, procedures and technical standards.
  • Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalogue items and updates of all other existing solutions requiring revisions
  • Maintained detailed records of completed projects to provide accurate reporting capabilities for future reference.
  • Developed customized IT strategies for clients to align technology solutions with business objectives.
  • Evaluated emerging technologies for potential implementation into existing systems, staying ahead of industry trends.

IT Analyst

Tata Consultancy Services
06.2007 - 12.2008

Client Administrator

Unisys Global Services Pvt Ltd
01.2007 - 06.2007

System Engineer

Hewlett Packard Enterprise Pvt Ltd
02.2005 - 01.2007

Lead Infa Engineer

Impel Infosys Pvt Ltd.
11.2000 - 01.2005

Education

MBA - Information And Computer Systems

Kanataka University
12.2015

Bachelor of Science - Science

Guru Nanak Dev University Amritsar
Lyallpur Khalasa College
05.1999

Skills

  • Technical project planning
  • Project Leadership
  • Stakeholder Communication
  • Scrum Master
  • Functional Business Analysis
  • ServiceNow ITSM and System Administration

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual

Certification

  • Project Management Profession (PMP)
  • IIBA Certified
  • ServiceNow Certified CSA
  • Scrum Master Certified
  • Microsoft Certified
  • ITIL V3 Certified

Timeline

Technical Project Manager

Ivedha Inc
08.2022 - Current

Business Solutions Consultant

Novartis Health Care Pvt Ltd
07.2017 - 05.2022

Consulting Practice Director

Happiest Minds Technologies
12.2015 - 04.2017

ITSM Consultant

Thomson Reuters Pvt Ltd.
12.2008 - 12.2015

IT Analyst

Tata Consultancy Services
06.2007 - 12.2008

Client Administrator

Unisys Global Services Pvt Ltd
01.2007 - 06.2007

System Engineer

Hewlett Packard Enterprise Pvt Ltd
02.2005 - 01.2007

Lead Infa Engineer

Impel Infosys Pvt Ltd.
11.2000 - 01.2005

MBA - Information And Computer Systems

Kanataka University

Bachelor of Science - Science

Guru Nanak Dev University Amritsar

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