SUMMARY

• I am an Enthusiastic, self motivated, Detail Oriented professional with hands on experience in Migration and implementation of various ITSM processes on ServiceNow such as Incident, Problem Management, Change Management, HR Catalog, Service Management, Configuration Management, and other ServiceNow Modules.
• An agile ITSM Business Analyst with some years of experience with strong Agile - Scrum experience in ServiceNow platform with focus on Service Catalog, Request Fulfilment, Incident, Problem, Change, Service Asset & Configuration Management, Knowledge Management, Asset and Configuration Management working with cross functional teams with focus on delivering values that meet business needs.
• A sound experience of IT Service Management and ITIL best practices, processes and strategic technology planning. A good knowledge and experience of the Software Development Life Cycle (SDLC) including but not limited to the various concepts such as requirement gathering and good experience with Testing and Post Implementation Testing.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asset Manager

Operating Systems: Windows 7, Windows 2008/XP, UNIX

Application Servers: IIS 5.0, Apache, Tomcat, Web-logic

PROFESSIONAL EXPERIENCE

ServiceNow Business Analyst

Confidential, New York

Responsibilities:

• Create key artifacts to accurately capture problem statements & support technical teams, including but not limited to use cases, user stories, user acceptance criteria, functional & configuration specifications & technical diagrams in ServiceNow.
• Monitored and managed requirements for the migration of BMC Remedy ITSM into ServiceNow and transforming the processes, roles, business procedures to support (ITSM) best practices.
• Liaised between IT and business to gather & validate requirements on different levels of projects and transform requirements into user stories
• Created and reviewed test scripts, test cases & performed testing in ServiceNow UAT
• Perform periodic review of Email notification & templates for Problem, Incident, and Service Catalog etc.
• Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Perform requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.
• Assisted Process & Service Owners in continuous process improvements and enhancements by encouraging continuous automation of incident, change & problem management process on ServiceNow platform.

ServiceNow Business Analyst

Confidential

Responsibilities:

• Collaborated with business stakeholders, IT and 3rd party vendors to ensure high quality, on-time deliverables and business needs were met through the project lifecycle. Effectively communicated in writing and face-to-face presentations on project status to all levels within internal organizations and external customers/vendors.
• Translated business requirement to functional requirement and support IT design questions against the requirements.
• Prepared mapping document for integration between Jira /Confluence and ServiceNow. Communicate changes to requirements on user stories during sprint where applicable.
• Assisted in coordinating the process integration and review existing service catalog & request fulfillment.
• Implement and configure new ITSM platform ServiceNow, confirm that Implementation, Post-Implementation, and Back-out plans are in place.
• Met with business stakeholders to identify, assess, document, and review business requirements. Create user stories and manage story backlog with requirements for sprints through enhancements intake process.
• Elicited and facilitated functional and technical documentation for new product and enhancement releases.
• Developed and managed requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.
• Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow.
• Developed business design specifications and documentation for reports, forms, interfaces, conversions, enhancements, and custom capabilities.

Confidential, Maryland

ServiceNow Business Analyst

Responsibilities:

• Assisted stakeholders in defining the enhancement of incident deflection to reduce rate of creating incidents and call volume to service desk for issues.
• Perform periodic review of Email notification & templates for Problem, Incident, and Service Catalog etc.
• Reviewed Change Requests & approve changes to ensure all changes conform to Change Management standard as summarized in Change Management grid along with SOX documentation review and scheduling of the change.
• Review existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Extensively interacted with both subject matter experts and business stake holders to create Business process diagrams for the as- is process and the to-be process.
• Coordinate in conjunction with IT Service Management Office for communications regarding major ServiceNow project implementations.
• Documented status reports, created presentations, performed analysis and organized content to share with other team members.
• Developed and run global "ITSM monthly Performance metrics report" with scheduled reports in ServiceNow and compare with IT Services Scorecard with focus on strategic KPIs.
• Provided input into developing and modifying systems to meet client needs and develop business Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis.