Accenture

Attached Documents

Nature of Project

• Contributed to two enterprise workflow enhancement projects for different business units within the same client organisation.

• Public-facing platform
• Provided services to customers, assistance with their inquiries through the improvement of service delivery.

• Internal-facing platform
• Enhanced internal operational processes through the digitalisation and automation of service request management and efficiency.

• Involved with the modernisation of legacy systems and processes to meet new functional requirements and support future scalability.

• Focused on improving the user experience, operational consistency and workflow automations on the ServiceNow platform.

Key Responsibilities & Contributions

• Configured workflows and business logic on the ServiceNow (SNOW) platform to support streamlined operational processes

• Drafted and designed UAT test scripts for clients to perform unit testing on end-to-end scenario validation, to ensure quality assurance.

• Performed Unit Test, internal end-to-end testing as preparation to UAT, and regression testing as preparation to PROD go-live.

• Facilitate client-facing UAT sessions, gathering feedback, documenting defects and coordinating fixes with development team

• Followed up with clients to obtain UAT sign-offs

• Met with client and relevant stakeholders to follow up on requirements and potential improvements to the system

Technical Exposure

• ServiceNow Platform Development

• ITSM Workflows

• UAT planning, testing & issue tracking