Monica M.

Monica M.

Process Consultant with 5+ years of PMO, Scrum Master, ITSM and Project Coordination expertise

Singapore , Singapore

Experience: 5 Years

Monica

Singapore , Singapore

Process Consultant with 5+ years of PMO, Scrum Master, ITSM and Project Coordination expertise

60000 USD / Year

  • Immediate: Available

5 Years

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About Me

5+ years of IT consulting experience in Tech, Banking and Pharma industries with focus areas of IT advisory, IT Service Management, Process Consulting, Project Management and Coordination.

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Portfolio Projects

• Service Management Office | Client: US based Tech Player SMO

Company

• Service Management Office | Client: US based Tech Player SMO

Description

  • Service Management Office | Client: US based Tech Player

SMO Offshore lead for managing B2B Service Management processes (Change and Problem Management) to improve service reliability and uptime. Conduct process benchmarking exercises and Cost Benefit analysis to support management with new releases. Analyse ServiceNOW data and various metrics to create and monitor performance baselines. Identify and execute action plans to improve process capability and improve service reliability and availability. Achieved tangible improvement in KPIs (-25% incidents by CRs, -8% emergency CRs)

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Tools

Conflunce

• Service Management Transformation | Client: UK based Energy Player

Company

• Service Management Transformation | Client: UK based Energy Player

Description

  • Service Management Transformation | Client: UK based Energy Player

Defined the Service Operations (IM-PM) operating model for client’s upstream segment and defined key success metrics for change progress and process activities. Collaborated with internal process owners, leads and project teams to drive process improvement projects. Streamlined major Incidents handling and reduced repeat incident events by 18% and achieved 100?iled Changes Analysis by improving RCA quality and eliminated Systemic Failures by 7%

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Tools

Service now

• Process Transformation Program | Client: US based Financial Services Player

Company

• Process Transformation Program | Client: US based Financial Services Player

Description

Developed Business Architecture framework for core capabilities across client Acquisition, Servicing and Engagement. Managed functional requirements for customer on-boarding and engagement application landscape and outlined API specifications for Onboarding application.

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Skills

Visio MS Office

Tools

Visio