Rajvi Shah

Associate Business Analyst – ServiceNow - BNP Paribas (ISPL) - Mumbai

(2025-06)

Global Budget Transfer Project (Scope Application): Directed business analysis for a high-impact CIB global budget transfer initiative encompassing 3 complex sub-projects, earning onshore recognition for successful delivery.
CSM Implementation: Led the end-to-end delivery of 2 major Customer Service Management (CSM) projects, mapping processes and designing workflows to improve stakeholder management.
Business Continuity Management (BCM): Spearheaded a dedicated BCM project (3 sub projects), translating organizational resilience guidelines into automated ServiceNow functional specifications.
Requirements & Agile SDLC: Conducted process mapping workshops and gap analysis to gather requirements from global business teams, translating them into agile user stories and acceptance criteria.
UAT & Platform Delivery: Acted as the single point of contact (SPOC) between architects and business teams to drive UAT planning, defect management, and final production sign-offs.
Agile Methodologies: Conducted Agile Ceremonies i.e., sprint planning, sprint retrospective, scrum master.
Global Team Management: Managed a global team of 5 developers and 2 servicenow tester.

Deputy Manager - HDFC Bank - Mumbai

(2024-07 - 2025-06)

System Migration: Led the migration and alignment of IT automation systems (30 Applications) during the post-merger integration of HDFC Limited and HDFC Bank.
Project Management: Supervised and mentored a team of 7 support engineers and 2 developers, fostering collaboration and ensuring the delivery of high-quality ITSM support services.
Scratch Implementations: End-to-end scratch implementation of ServiceNow Problem Management and Knowledge Management modules across the bank. Achieved a 55% reduction in overall technical incidents, positioning HDFC Bank as the top-ranking institution for knowledge article creation on the ServiceNow list and earning CIO recognition.
Requirements & Agile SDLC: Conducted process mapping workshops and gap analysis to gather requirements from global business teams, translating them into agile user stories and acceptance criteria.

IT Analyst - ServiceNow - HDFC Bank - Mumbai

(2023-07 - 2024-06)

Cross-Platform Integrations: Implemented ServiceNow integrations via APIs and MID Servers with external CRMs, OEM vendor platforms, and internal proprietary tools (including VM systems).
Training Execution: Conducted over 100+ training sessions to onboard more than 100,000 bank employees onto newly deployed system functionalities.
CAB Workbench Implementation: Automated and streamlined the bank's change management process by successfully implementing the ServiceNow CAB Workbench for leadership review cycles.

About