MOHAMED SHAJAHAN - Senior ITSM Specialist | Business Analyst | Project Manager,

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Work Background

Charles Sturt UniversityProject Manager cum Business Analyst

Jan. 2024 - Mar. 2025Victoria, Australia• Conducting complex business analysis and requirements elicitation for an incident and risk management software onboarding project and ITSM tool replacement project , successfully engaging with stakeholders across 5 departments. • Documented and modeled 15+ business processes using MIRO, resulting in 20% reduced complexity and 15% improved efficiency • Developed comprehensive RFP requirements and evaluation criteria for new ITSM solution, assessing 10 potential vendors • Collaborating efficiently with a cross-functional team of 15 members, effectively communicating and managing expectations of stakeholders at various organizational levels, resulting in a remarkable 10% reduction in project delivery time. • Contributing significantly to a team of 6 business analysts, leading 2 initiatives focused on process improvements and standardization, resulting in a substantial 10% increase in team efficiency. • Successfully applying Agile methodology in the incident and risk management software onboarding project, actively participating POC testing and contributing to a significant improvement in project adaptability and responsiveness to change.

Chisholm InstituteStrategic Project Officer

Oct. 2023 - Dec. 2023Victoria, AustraliaAlthough a short term contract, I successfully managed and delivered a large-scale HR transformation initiative that created a more efficient and productive HR environment. My focus on stakeholder engagement, budget tracking and project governance were key in ensuring programs stayed on track and achieved desired impact. • Successfully fast-tracked the project by two months through persistent engagement with stakeholders, vendors, and the testing team. • Constantly monitored and updated the budget to prevent any unwanted expenses. In case of any risks of going overboard, I escalated the matter to management, with workarounds and solutions at an early stage to ensure timely action. • Proactively identified project risks at an early stage and took timely action to mitigate them, preventing any scope creep • Implemented new HR employee verification systems and processes leading to a remarkable 25% increase in HR efficiency. • Designed and rolled out communications strategy and privacy impact assessment for the project reaching over 200 internal stakeholders on policy changes, resulting in 92% awareness of new procedures. • Identified and resolved process bottlenecks, enhancing HR testing turnaround time by a substantial 35% • Achieved operational excellence through constant stakeholder alignment and keeping them informed throughout the project. • Built trusted relationships with over 15 project collaborators through regular updates and aligned priorities. • Coordinated planning across projects, delivering all key portfolio milestones on time with weekly status updates and monthly steering committee meetings.

MPS LimitedProject Manager

Jul. 2022 - Jun. 2023Singapore• MNC Clients: Concurrently managed multiple large and small successful projects in the insurance and banking domains, including a $1 million Royal Bank of Canada and a $3 million AVIVA project utilizing hybrid project methodologies. • Diverse Project Success: I successfully managed a portfolio of both large and small projects concurrently, delivering notable outcomes in the insurance and banking sectors. • Financial Impact: By skilfully managing budgets and resources, I consistently ensured that projects were executed within budget constraints, resulting in a cost savings of 10% across the portfolio. • Strategic Scope Definition: Through meticulous analysis and translation of business data, I developed accurate and comprehensive Scopes of Work and project plans, enabling projects to commence promptly. This contributed to a 15% reduction in project initiation timeline. • Stakeholder Engagement: By establishing strong relationships with vendors and stakeholders, I fostered collaboration that resulted in services precisely aligned with business needs, leading to a 20% increase in stakeholder satisfaction. • Enhanced Communication: My customer communications plan, which I formulated and executed, led to a 25% increase in customer engagement and improved overall communication effectiveness, as measured by feedback surveys. • Robust Risk Management: Implementing data-driven risk management approaches, I identified and proactively mitigated potential risks and issues throughout project lifecycles, resulting in a 30% decrease in major project disruptions. • Revenue Generation: Through comprehensive business analysis and the development of detailed technical proposals, I played a pivotal role in increasing the project approval rate by 15%, directly contributing to a revenue boost of 12%. • Financial Optimization: By calculating budgets and providing quotations for new services, I ensured that projects remained within budget while generating an additional 8% in revenues.

InfosysITSM Integration Executive

May. 2021 - May. 2022SingaporeKey Responsibilities / Achievements: Provided end-to-end Service Delivery in implementing the service delivery processes, covering Incident, Problem, Change, Release, Knowledge, Service Level Management, and Business Continuity enabling the process to be operational within 6 months of initiation. • Led a crucial SIAM (Service Integration and Management) ServiceNow project for Daimler, streamlining end-to-end processes to foster efficient communication and alignment for the company's future operations. • Developed and implemented various ITIL processes, including Incident, Problem, Change, Release, Service Request, Hardware and Software Asset, and Availability Management. • Successfully managed a matrix environment, leading cross-functional teams and facilitating collaboration to ensure effective vendor management. • Identified root causes of operational issues and devised effective solutions, contributing to improved overall performance and customer satisfaction. • Assisted in the planning and execution of change initiatives, effectively managing stakeholder expectations, and ensuring successful change adoption. • Ensured seamless requirement execution, leading to a 98% accuracy rate in meeting specification and a 20% decrease in post-release defects. • Collaboratively engaged stakeholders to drive the increase in solution adoption, improving overall user satisfaction and solution effectiveness. • Fostered strong stakeholder relationships, resulting in a 30% increase in stakeholder engagement and a 25% reduction in requirement change requests. • Led comprehensive ServiceNow business requirements gathering sessions, collaborating with cross-functional teams to capture detailed solution requirements, resulting in well-defined project scopes and objectives. • Collaborated with the ServiceNow development team to create and test use cases, implement, and operationalize ITSM processes, reducing issues for ServiceNow go-live.

NEC Asia Pacific Pte LtdITSM Executive

Apr. 2018 - Apr. 2021Central SingaporeKey Responsibilities / Achievements: Successfully managed ServiceNow implementation project for Singapore Changi Jewel with strict datelines worth $2 million. Participated in ISO 20000:2018 & ISO22301:2012, Internal, and External Audit as an auditee and passed with no findings thus enabling ISO certification for the department on a yearly basis. • Managed multiple ownerships as Change and Problem Manager, and process owner for Knowledge and Release & Deployment Management, leading process transformation initiatives for projects within ServiceNow. • Successfully completed ServiceNow ITSM onboarding for critical projects like Changi Jewel POS system and IHIS SIRS Project, ensuring seamless integration and alignment with ServiceNow best practices. • Produced high-quality documentation that adhered to industry standards, promoting consistency and clarity in project communications. • Demonstrated skill in driving User Acceptance Testing (UAT) planning and execution activities, validating the effectiveness of delivered solutions. • Collaborated closely with the ServiceNow platform team, leading to a 25% increase in release estimation accuracy, enabling better resource allocation. • Provided dedicated testing support in ServiceNow UAT and Production, contributing to a 15% reduction in testing cycle time. • Defined and provided expert guidance for new or realigned Problem/Knowledge/Change/Release Management processes in collaboration with the service delivery team. • Utilized proactive problem-solving and root cause analysis methodologies to reduce the number of recurring incidents by 5% month on month and P1 incidents by 20% compared to FY19, in FY20. • Conducted comprehensive training on Release and Change management processes for resolvers and engineers, resulting in a 0% unauthorized changes count for FY19/FY20. • Developed tailored processes for new accounts based on customer requirements, earning positive feedback from client.

Daimler AGIT & Business Analyst

Sep. 2014 - Feb. 2018SingaporeKey Responsibilities / Achievements: Successfully Led CMDB onboarding project which enabled relationship creation of ITSM processes to assets, providing a holistic view of the entire infrastructure. Amiably coordinating with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable, and continuously improved. • Utilized gap analysis to identify process inefficiencies and worked closely with cross-functional teams to improve IT service quality by an impressive 20%. • Provided recommendations for IT process improvements and automation based on sound trend and data analysis, resulting in a year-on-year reduction of 10% in operational inefficiencies. • Worked closely with the PMO office during the execution and monitoring stages of a transformational CMDB project enabling the project to meet go-live datelines. • Delivered consistent value to clients by monitoring and measuring the efficiency of processes according to ITIL and Lean Six Sigma methodologies. • Identified process inefficiencies through gap analysis and worked closely with the Service Desk and other support teams which ensured closing the gaps in support and delivery of quality IT services. • Effectively and efficiently communicated change impact assessment and plan to business and IT stakeholders. • Participated in the continual service improvement team and worked as efficiently as possible to satisfy short-term and long-term IT and business goals.

AccentureApplications Support Analyst

Jun. 2013 - May. 2014SingaporeResponsibilities / Achievements: Successfully provided second-level software support for VISA application. Analyzed system errors and troubleshoot network, server, and database errors according to the ITIL best practice policies and procedures. Evaluated and isolated problems and implemented solutions, ensuring solutions were captured in the knowledge base. • Utilized system metrics to compile data for analysis and identification of system issues. • Identified root cause of incidents and proposed permanent solutions via problem management • Attended weekly cab meetings and followed up on existing/pending changes with the stakeholders • Ensured optimal performance of applications, investing and resolving operational issues. • Reinforced Service operation, Service Strategy and Continual service improvement processes. • Tactically led weekly change management initiatives together with the L1 support team and achieved benchmarks set by superiors. • Worked closely with business/product managers which ensured project objectives were met. • Followed SOA and Agile guidelines thus aligning business goals with technological solutions. • Assisted in data analysis and business intelligence gathering which fulfilled day-to-day requests. • Prepared ITIL/ISO processes documentation and managed CMDB structure. • Trained and retrained end users through subject-specific documentation.

CLX Communications AB (now Sinch)Network Management Centre Engineer

Jul. 2012 - Mar. 2013SingaporeResponsibilities / Achievements: Effectively minimized downtime by monitoring servers/network health and power usage. Monitored and evaluated issues with data center equipment, and implemented solutions to reduce or eliminate the occurrence of future issues. Supported and transitioned infrastructure services for clients and hundreds of servers in a data center environment. • Created standard procedures to create consistency and improve support response time. Ensured Service Level Agreements are achieved and client expectations are met. • Proactively maintained infrastructure through system housekeeping, backups/archiving for production systems including installing software upgrades and managing system security. • Supervised and maintained global network components (servers, data center, software, systems, databases, infrastructure, IP networks, security, etc.). • Performed in-depth analysis of mobile platform connection logs in XML and SMPP gateways. • Analyzed logs of mobile messaging including troubleshooting potential faults and escalated to concerned authorities. • Collaborated with clients and operators to effectively resolve faults. • Reported technical challenges and proposed resolution strategies to senior management.

WizmoTech Pte Ltd (S)Web and Graphics Designer

Sep. 2011 - Jul. 2012SingaporeResponsibilities / Achievements: Consulted with the client to outline website goals, and illustrate wireframes, and site functionality. Developed a user-friendly architecture for programming site navigation, social media links/widgets, and organizing site content into a logical catalog. • Wrote biography, designed and shaped graphics, corrected image problems, and formatted company logos for the Web. • Validated site by testing JavaScript, Flash, CSS3, and HTML5 codes to ensuring cross-platform compatibility. • Maintained website by updating content, implementing new technology and monitoring performance. • Created web-compliant metadata for SEO find-ability.

ECS Computers Asia Pte LtdSystems Engineer

Jun. 2009 - Sep. 2011Singapore, KallangResponsibilities / Achievements: Successfully managed an entire project for electronics with over 300 servers set up onsite worth $2 million. Responsible for delivering support services to customers for product troubleshooting via 24/7 online support. • Maintained system performance by performing system monitoring and analysis and performance, troubleshooting system hardware, software and networks. • Established system by planning and executing the selection, installation, configuration, and testing of servers, hardware, software and operating, defining system and operational policies and procedures. • Designed and led server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies. • Conducted root cause analysis of incidents and problems and followed up with corrective actions. • Designing and running system load/stress testing and escalating application problems to vendors. • Recommended schedule, cost and resources or scope changes for projects to improve schedule. • Ran gap and issue analysis/projects independently from initiation through completion. • Headed issue resolution/project planning, resourcing, progress reporting, issue resolution and delivery of results. • Trained and mentored 3 contract engineers for the project and provided mentorship. • Provided Pre-Sales/Post-Sales consultation to clients on SUN/Oracle Servers, Products, and Services. • Conducted IT orientation and training for new engineers to create a cross-functional team. • Created and maintained documentation as it relates to system configuration, mapping and processes and created detailed UAT documents to sign off from clients.

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