SUMMARY:

Certified System Administrator (CSA) ServiceNow, Certified Scrum Master (CSM), ITIL V4 Foundation Certification and Bachelor's degree in science. Having years of experience in administration and development across ServiceNow enterprise platforms on Enhancements and implementation projects. Key member of many software development teams, creating and executing test plans/strategies and test cases in highly and loosely structured development environments. Proficient in Service Catalog, Incident Management, Problem Management, Change Management, CMDB, Knowledge Management, Reporting, Performance Analytics, PPM, CSM and Service Desk. Knowledgeable in the SDLC concept, Kanban, Agile methodology and SAFe methodology.

SKILLS:

SCRUM, Project Lifecycle, User Interface

UI, Full Life Cycle, Life Cycle, SDLC

USE Cases, Knowledge Management, API

Application Development, Structured Software, Software Development

XML,Change Management, ITIL, Migration Strategy

Assurance Analyst, Data Validation, Integration Testing

JIRA, UAT, EPIC, Clarify

ACLS, Active Directory, ETL, HP - UX, UX unix

Data Mapping, Mapping, SQL, Prototypes, User Stories, Prototype, Wireframes, Wireframe

User Experience Design, UX Design, Integrator, Integration, QA quality assurance, Test Scripts

Functional Testing, Performance Testing, Test Case, Test Cases, Test Plans, User Acceptance, Acceptance Testing

Business Requirements, Requirements Gathering, Workflow, Performance Analysis, Metrics, Documentation, Documenting

Software Requirements, Customer Service, Service Desk, IT Support, Customer Service Management excel, Microsoft Outlook, Outlook, Microsoft Powerpoint, PowerPoint

EXPERIENCE:

Confidential

ServiceNow Business Analyst

Responsibilities:

• Facilitate requirements workshops, documenting detailed functional, technical, reporting & data requirements, writing user stories and creating screen mockups, as required.
• Engage with business stakeholders to gather/analyze requirements and map them to solutions.
• Gather, create and document current and future business process flows.
• Conduct analysis of systems specifications Use analysis / diagramming tools to represent business / technical processes.
• Part of a fast - paced agile scrum team and participate in planning, documentation, execution and testing.
• Collaborated with implementation team to execute the test scripts for implementation of Customer Service Management Module.
• Tested and logged defects with detailed steps to reproduce for implementation team to work on.
• Manage relationships with stakeholders to achieve project goals.
• Create acceptance criteria for application development.
• Effectively communicating insights and plans to cross-functional team members and management.
• Working closely with stakeholders, developers, and project team.
• Ensuring solutions meet business needs and requirements.
• Prioritizing initiatives based on business needs and requirements.
• Managing competing resources and priorities.
• Monitoring deliverables and ensuring timely completion of projects.

Confidential

Senior ServiceNow Analyst/Admin

Responsibilities:

• Collaborated with Product/Process owners and other stakeholders to clarify requirements and identify ways to simplify user experience.
• Engaged clients to gather business/software requirements and ensure alignment and understanding with the Development Team.
• Worked with development team to enhance the Financial PPM business suite for Project, Program and Portfolio management.
• Worked to create Time card and time sheet portal for weekly time and resources management.
• Communicated requirements so that development teams can work effectively and ensure areas of complexity are understood and investigated appropriately to review opportunities, blockers, problems and issues that arise.
• Configured Basic and Structured Catalog Items and configured Workflows,
• Views, Business Rules, UI Policies and UI Actions.
• Served as Scrum Master, supporting user story creation, sprint planning, and overseeing the tasks of the development team.
• Hands on experience in configuring Incident management, Problem Management, Change Management, Knowledge Management, ITOS portal and Project management suite using ITIL processes.
• Managed in-house Southwest applications that provide an easier and more efficient user experience in ServiceNow.
• Helped with Knowledge articles to help users from the application to, connect to a Chat agent, or auto create an Incident or Request ticket.
• Customized Email notifications for different modules in ServiceNow.
• Configured SLAs for different ITIL processes based on client's requirement.

Confidential

ServiceNow Admin

Responsibilities:

• Designed, customized and configured Workflows, Views, Business Rules, UI Policies and UI Actions.
• Configured and deployed KPI analytics on dashboards to include targets against which performance will be measured.
• Configured, validated and maintained metrics/KPI/Indicator reports and dashboards using the ServiceNow Performance Analytics and Reporting module.
• Evaluated existing processes including Current/future trends to map out migration strategy.
• Customized Email notifications for different modules in ServiceNow.
• Configured workflow for Change management requests, CAB Approvals and CAB workbench for starting meetings.
• Customized form designs, Service portal,
• Employee self-service portal, Knowledge management Portal, Service catalog and other Portals for internal and external use.
• Completed ETL processes to import different formats of data (CSV, XML, and Excel) into ServiceNow.
• Created dashboards for different business segments within the organization for reporting and performance analysis such as Service desk management, Service level management and Timesheet Management.
• Actively involved in daily scrum meetings, sprint planning, backlog refinements, sprint reviews and demo sessions.

Confidential

ServiceNow Business Analyst

Responsibilities:

• Interacted with stakeholders, users, portfolios, vendors and development team for the full life cycle of the project.
• Provide subject matter expertise to the development team and QA throughout the project lifecycle.
• Identified, documented, tracked, reported and escalation of incidents leading to IT services outage Worked across organization to develop products and processes that deliver value to the business merchants.
• Collaborated with technical counterparts to convey business requirements using diagrams, models, workflows, use cases, demos.
• Worked very closely with ITSM process architect, IT architect, IT Support teams and other technical teams to ensure that business needs around implementation of ITSM process and ServiceNow are in a controlled and predictive manner.
• Involved in upgrade processes between various versions in ServiceNow between Kingston, London and Madrid.
• Involved in creating users, groups, roles and load the data to ServiceNow from Active Directory on requirement basis. Managed release expectations, coordinate defect and change requests raised.

Confidential

Business Analyst

Responsibilities:

• Shared responsibilities with the Scrum-Master in Sprint Planning and facilitating meetings.
• Conducted meetings with Business teams to understand Business requirements and translate them into system requirements while recommending improvements to the system.
• Interacted with various stakeholders, including subject matter experts, executives, end users and technical staff to analyze, elicit and document requirements associated with defined system scope and objectives for technical solutions.
• Worked with Product Owner to understand the product road map and create EPIC and User Stories. Groomed Product backlog and worked with product owner to prioritize the user stories.
• Reviewed artifacts and final requirements and ensured final endorsement from stakeholders.
• Participated in Scrum Ceremonies including Sprint Reviews, Sprint Retrospectives, and Daily Stand-up meetings.
• Reviewed test plans, scenarios and use cases developed by the QA team. Coordinated demo and User Acceptance Tests (UAT) sessions.
• Worked closely with UI/UX design team to interpret requirements, turning high level requirements into wireframes, prototypes, final designs and assets.

Confidential

Quality Assurance Analyst

Responsibilities:

• Created Test Scenarios and Test cases from User Stories and Acceptance Criteria provided by Product Owner.
• Developed, documented and maintained functional test cases and other test artifacts like the test data and data validation.
• Identified test requirements from user stories/acceptance criteria, map test case requirements and design adequate test coverage plan.
• Track testing activities and defects in Jira.
• Tracking User Stories, Acceptance criteria, Test Plans and Test Cases, Tasks, and defects using Jira. Attends Planning Meeting with Stakeholders, Product Owner, and Development Team.
• Supported the Scrum team in user story grooming, defining appropriate and testable acceptance criteria, story pointing, task estimation and collaboration to deliver potential shippable deliverables.