About Vrinda
ServiceNow Consultant with 16 years in IT and service transformation, delivering ITSM, HRSD, ITOM, Virtual Agent, and Risk Management solutions. Certified ServiceNow System Administrator and Implementation Specialist - ITSM, with ITIL V3 and ITIL 4 Managing Professional credentials.
English
Native or bilingual
Hindi
Native or bilingual
Dutch
Basic
German
Basic
Can work on-site
Amsterdam (up to 50km)
Experience
- ALCORLead ConsultantDIGITAL AND ITApril 2023 - Today (3 years and 2 months)Amsterdam, Netherlands
- Work and partner with stakeholders and IT leadership on
- ServiceNow strategy, roadmap, and platform adoption.Deliver, own and govern ITSM, ITOM, and HRSD solutions on the ServiceNow platform.
- Lead ITSM modules including Incident, Problem, Change, and Request Management, enhancing service quality, operational visibility, and faster issue resolution.
- Lead ITOM Discovery, event Management, and CMDB/CSDM,enabling improved service visibility, impact analysis, and faster incident resolution.
- Lead HRSD implementations including Case & Knowledge Management, Employee Centre, and HR workflows, improving employee experience, request visibility, and resolution efficiency.
- Collaborate with stakeholders to design and implement Risk Management processes in ServiceNow, using catalog items for risk intake and tracking, and managed stakeholders and vendors to ensure risks are recorded and closed/mitigated as planned.
- Led Virtual Agent and Walk-up implementations by gathering requirements, conducting workshops, and designing/configuring solutions; developed NLU-driven topics and deflection strategies,achieving 25% incident deflection.
- Maersk,Senior ITSM SpecialistDIGITAL AND ITDecember 2021 - March 2023 (1 year and 3 months)Pune, Maharashtra, IndiaPartnered with stakeholders to define requirements and deliverServiceNow ITSM solutions (Problem, Change, KnowledgeManagement).Advised on and implemented ITSM processes using Agile/Scrumceremonies and sprint-based delivery, improving process efficiencyand compliance.Designed SOPs and KPIs, including tracking and reporting, tostrengthen governance and adherence.Delivered training sessions and workshops, enabling teams toadopt standardized processes and improve quality and delivery.
- DunnhumbySenior Service ManagerDIGITAL AND ITJuly 2018 - November 2021 (3 years and 4 months)Gurugram, Haryana, IndiaSenior Service Manager• Facilitated requirements gathering workshops for ITOM (ServiceMapping, Event Management) and ITSM (Problem and IncidentManagement forms), partnering with stakeholders to definebusiness and operational needs.• Advised on and implemented solutions aligned with businessrequirements, ensuring process efficiency and adoption acrosssupport teams and vendors.• Managed stakeholder and vendor relationships, coordinatingalignment, delivery, and expectations throughout project lifecycle.• Defined KPIs and designed dashboards to track and monitorperformance, strengthening governance, visibility, andaccountability.
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Education
- ServiceNow: Certified Implementation Specialist - ITSMServiceNow: Certified Implementation Specialist - ITSM
- ServiceNow: Certified System AdministratorServiceNow: Certified System Administrator