Saurabh Gupta

As a Senior Manager in EY's Financial Service Operations practice for ServiceNow, I work with enterprise financial customers such as Big4 banks,  Regional banks, Insurance and Wealth management customers to lead them in their transformation journey, advise them on the roadmap and implement ServiceNow in their landscape across all capabilities such as ITSM, HRSD with Onboarding/Offboarding experience, Risk & Compliance (GRC), Customer Service management module and other key capabilities of the platform. 

• ServiceNow HRSD implementation for Big 4 Australian Bank - As the technology lead for the program, I lead the team to transform their people experience using the HRSD and onboarding/offboarding module of ServiceNow across 33 geographies.
• ServiceNow GRC implementation for Big 4 Australian Bank, ServiceNow GRC - As the lead solution architect for ServiceNow, I worked with closely with the bank's risk & compliance team, ServiceNow product team and the EY's implementation team to define the solution and roadmap for the implementation of Governance, Risk and Compliance module. Thereafter, I am currently leading the team for the implementation of the product in the bank.
• ServiceNow GRC & BCM implementation for Leading Regional Bank, Queensland,   - As the technology lead, I worked with the bank for the implementation of Governance, Risk and Compliance (GRC) and Business Continuity Management (BCM) module across the bank, and integration of a newly acquired entity within the ServiceNow to provide a single unified experience for Risk & Compliance across the bank. 
• ServiceNow GRC implementation for Global Wealth & Asset Investment Agency, Melbourne  - As the technology lead, I am currently leading the implementation of ServiceNow Governance, Risk and Compliance (GRC)  module for the global investment agency across multiple geographies. 
• Business Development & Practice Development for EY ServiceNow - As a leader in the EY Australia's ServiceNow practice, I lead the business development activities for ServiceNow GTM offerings and is primarily engaged in responding to RFIs, RFPs, new sales opportunity and work with EY's customers to provide future looking solutions to their business problems with ServiceNow. I also am actively engaged in practice development such as building delivery accelerators, thought leadership, training, certifications, and recruitment.

As Lead Solution Architect within AC3's ServiceNow practice, I lead the solution design and service management framework within the AC3 environment. Some of the key achievements achieved in AC3 in the short span are

• NSW Department of Customer Service - Saurabh is currently leading the design and development of SIAM integration between DCS and AC3 on both sides of the interfaces i.e. DCS ServiceNow and AC3 ServiceNow, for all ITSM modules i.e. Incident, Problem, Change, CMDB, Asset & Request.
• AC3 Enterprise Service Management Framework - Saurabh defined a modern Enterprise Service Management framework that can be utilised as a roadmap for future Service Management engagements, and fit for purpose aligning to the next generation Service Management platform.
• AC3 Finance Management Scoped Application - Saurabh led the design and development of scoped application for Finance Service Delivery application within AC3 ServiceNow instance. The application helped the Finance teams to automate their service delivery process, and move away from Email based processes to a structured model of service delivery.
• AC3 ServiceNow Integration Framework - Saurabh led the design and development for Integration Framework within AC3 ServiceNow to ensure scalable and rapid implementation of SIAM integrations with customers and providers in AC3's ServiceNow.

As Lead Solution Architect within Deloitte's ServiceNow CoP, I have lead multiple public and private sector organizations in their transformation towards an Enterprise service management system using ServiceNow. In addition to leading transformation and implementation programs, I have also helped large financial institution to devise their strategy for an effective IT Service management processes and corresponding solutions to be implemented for providing better services to their customers. 

• Department of Justice & Community Safety, Public Sector client (Victoria): Saurabh lead the development and delivery of fast tracked COVID 19 IT portal for one of the largest Victorian agency, in a span of 10 days used by more than 10,000 employees of the agency to manage IT services required by client via ServiceNow arising due to COVID 19 Flexible working arrangements. 
• ANZ : Saurabh worked as the Lead Solution Architect for performing assessment of IT service management processes, maturity and devising a roadmap for one of the Big-4 banks in Australia so as to help them towards a more matured Configuration management database and helping them reduce incidents and track impacted CI's due to changes or incidents effectively. As part of this engagement, a detailed roadmap was defined for the bank which ensured industry standard best practice alignment of CMDB. As part of the project, Saurabh performed full technical and process assessment for CMDB, identified gaps on current implementation of ServiceNow and proposed measures to resolve them. Based on the proposed measures, Saurabh further helped in drafting a detailed roadmap for CMDB for ANZ to implement the proposed measures in order to align to industry best practices for service management and CMDB.
• Bupa – Saurabh lead the team for delivery, designing and implementation of new IT and HR portal experience for the organization's employees. As part of this project, Saurabh lead various innovation labs, customer experience labs and design labs with User Experience (UX) teams to build a customer-centric portal for delivering IT and HR services for their client.
• Department of Environment, Land, Water & Planning, Public Sector client (Victoria)- ServiceNow HR Re-Design :   Saurabh worked as the Lead Solution Architect for re-designing of  HR service module built on ServiceNow. As part of the project, he helped the team architecturally to assess the current HR implementation and propose an architecture that follows OOTB methodology while providing better employee experience for the staff and optimizing HR service teams efficiency by enabling them to utilize various OOTB available capabilities like Visual Task Boards (VTBs), reporting, dashboards etc.
• Environment Protection Authority, Public Sector client (Victoria)- Service Management & Instrumentation Control : Saurabh worked as lead architect for IT service management transformation for the public agency in Victoria, who were undergoing a large transformation of their digital services. and helped them to define IT policies and processes to align towards industry best practice Service management policies and processes. He also leads ServiceNow solutions required for the agency to enable them towards a customer-centric IT services delivery.
• Victorian Land Registry Services: Saurabh worked as the program manager and lead ServiceNow solution architect for implementation of IT service management processes using ServiceNow. He lead the customer experience, and process workshops to devise solutions for the customer that enabled them to fast track their IT transformation journey and alignment to ITIL standards using ServiceNow.
• NSW Family & Community Services, Public Sector client (NSW): Saurabh lead the Enterprise service management transformation for the public sector agency in New South Wales. This was one of the largest ServiceNow implementation within NSW for the year 2019 and covered not only IT service management, but other corporate services such as HR, Finance Legal etc. He worked as lead solution architect and project manager for the transformation program and ServiceNow implementation for the agency with key focus on IT Service management process improvement using ServiceNow out of the box IT service management capabilities and helped the agency to transform the way IT and corporate services are delivered to their staff.

ServiceNow Implementation for Work Order Management System for large Infrastructure organization using Field Service Management capability of ServiceNow, and providing capability for Field Tech Agents to manage assigned work from Mobile. 

• Designing Solutions using Field Service Management modules of ServiceNow
• Setting up and designing Domain Hierarchy in Servicenow
• Integrating ServiceNow to other B2B Customer Systems and Integrating to other systems and Mobile Applications.
• Providing Solution Options using ServiceNow Best Practices

Telstra Service Central is one of the largest domain separated ServiceNow instance in Australia, and is being used by Telstra as their Customer facing L1 Service Management system with capabilities to raise Tickets in Service Central from various mediums like self service directly using Portal, tickets raised by service desk using the New Call module or via various system to system integrations.

• Highly experience with Integrations using SOAP/REST based architecture, and integrating multiple systems with ServiceNow using XML or JSON payloads or using Mediation layer for any translation required for integrating using Standard Interfaces provided by external systems to ServiceNow. 
• Hands-On Design and Development experience in ServiceNow with knowledge of best practices for different types of requirements to be followed in ServiceNow, along with mentoring the team to provide quality and on-time delivery of projects.
• Providing solution options for various business requirements for Telstra in ServiceNow ensuring maximum usage of Out of the Box features
• Creating High Level Solution Options, providing High Level Cost estimates and Low Level Cost estimates for new projects
• Driving Solution Discovery workshops for projects
• Leading and managing the architect team providing solutions and technical details for various new requirements on Telstra Service Central.
• Have lead integration of various other Service Now instances for Tier 1 Customers with Telstra Service Central.
• Creating Technical Design documents such as High Level and Detailed Level design documents.
• Creating standard APIs for various modules like Incident Management, Service Requests, Change Management, Problem Management, Foundation Data etc. and integrating external 3rd Party applications with Service Now
• Designing and developing data migration using Transform Maps and Transform Scripts in Service Central
• Designing and developing Direct Web Services in ServiceNow
• Extensive knowledge on effective movement of Update Sets from one instance to another instance
• Worked on Incident Management, Problem Management, Change Management, Database Views, Data Sources, Web Services, Scripted Web Services, etc
• Designing and developing Custom Scripted Web Services using Business Rules, Event Actions, Script Actions, Scripted Web Services, Script Includes and Outbound SOAP/REST Messages
• Well versed with Domain separated ServiceNow environment and development in a domain separated environment
• Well versed with UI Policies, Data Policies, Client Scripts, UI Pages Schedule Jobs, Scheduled reports, Templates, Update sets, Import sets.
• Mentoring team members technically and plan their tasks effectively. Closely supervise team to co-ordinate timely completion of projects

Key Projects undertaken

1. CMDB - Designed and developed Configuration Management Database for Telstra ServiceNow which now hosts more than 3 million + CI's including various advanced capabilities that allows users to validate the data and load the data in Bulk using Excel files into CMDB.
2. Service Provider Gateway, Telstra - Designed, lead and developed a single standard set of RESTful Service Management API's on ServiceNow platform so that internal and third party Service Management systems can be integrated to Service Centra (ServiceNow) easily and quickly.
   • Foundation Data APIs
   • CI and Asset Management APIs
   • Incident Management APIs
   • Service Request Management APIs
   • Change Management APIs
   • Problem Management APIs
3. Google Maps Integration to Telstra Service Now - Designed and developed Google Map integration in ServiceNow to provide up to date status of the Services basis their Geographic Location.
4. Integration of Service Management Systems to Telstra ServiceNow - Lead the integration projects to Telstra Service Now for various Tier 1 customers like Australia Post,, AGL, Medibank etc.
5. Customer Notification Program via SMS or Voice via Whispir - Build new Notification application on Service Now, that provides End Users to Self Subscribe to different Notifications on Telstra Service Now, and also Reply to SMS or Voice notifications that can be mapped back directly to the triggering ticket to be viewed by Service Desk.
6. Asset Management - Designed, and lead the roll out of Asset Management module in Telstra ServiceNow providing capability to define rules for automatic creation of Assets from CI, and CI to Asset.

Sunlife ServiceNow

ServiceNow in Sunlife is used as an Internal IT Request Fulfillment tool for the organization for automating various IT related and business processes.

• Development of Catalog Requests
• Creation of Workflows, Business Rules, Server Side Script Includes and Client Scripts using Service Now Glide Scripts.
• Creating Service Request Catalog Items forms, UI Policies, Client Scripts order guides etc.
• Creating Tables, defining Access Control Lists, creating Table Views, List Layouts etc.
• Reporting issues/bugs to ServiceNow
• Deploying update sets to production
• Planning of ServiceNow upgrade.
• Providing guidance to the technical team if required.

Sunlife SharePoint SharePoint Foundation 2010, MS SQL Server 2008 Overview: End to End implementation and setup of a SharePoint Foundation 2010 throughout the organization so that SharePoint Team Sites can be rolled for the collaboration and sharing of information across the organization. Also, setting up the SharePoint platform to enable the organization to automate the day to day business processes using the powerful SharePoint Workflows and Application Development framework. Responsibilities: Technical Guidance to the Sharepoint support and application development team. Capacity Planning for the Infrastructure, Topology Planning and Setting up SharePoint Foundation 2010 Farm Design and Development of Sharepoint based applications involving Sharepoint Workflows, Custom Web Parts to automate business processes and generate necessary reports using SSRS and SSIS. Customizing and Developing SharePoint sites  for various processes using SharePoint Designer and Visual Studio Setting up the Team Sites for different departments of the organization Creating SharePoint Workflows using Designer/Visual Studios to automate the business processes.

Group of 4 web applications built on ColdFusion for which new functionalities need to be developed as the requirements may come. After June, 2010, all the applications were migrated to ColdFusion 9 and since then all new functionalities were developed using ColdFusion 9.

Overview:

This is a group of 4 web applications built on ColdFusion for which new functionalities need to be developed as the requirements may come. After June, 2010, all the applications were migrated to ColdFusion 9 and since then all new functionalities were developed using ColdFusion 9.

Resposibilities:

• Development/Enhancement of web applications using ColdFusion/HTML/Oracle.
• Creation of design package for the development of web applications.
• Quality Analysis of the developed application/enhancement.
• Code review and deployment of the developed enhancement to production.
• Support to ColdFusion based applications (migration activities, error troubleshooting)
• Knowledge of UNIX, Power Builder.