SUMMARY

• A Skilled Business Analyst of over 5years experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL framework, methods, processes, strategic technology and infrastructure planning.
• Proficient in requirement gathering, documentation, and testing using MS Office Suite, MS Visio, MS SharePoint 2010.
• In - depth knowledge of creating use case and workflow thereby helping development and DevOps team in understanding the requirements.
• Actively participated in the upgrade implementation of Service Now Eureka to Fuji.
• Worked closely with the development team to carry out root cause analysis during development and UAT bug fixing phase.
• Analytical, methodical, and resourceful approach to problem solving, identifying and documenting root causes and corrective actions
• Performed Gap Analysis to check the compatibility of the existing system infrastructure with the new business requirements
• Experience in Change Management Process cycle (Identify, Analyze, Evaluate, Plan, Implement, and Review).
• Strong knowledge of SDLC and Agile Software development methodologies in managing releases, sprint, stories enhancement and defects.
• Review of IT processes to ensure conformance to ITIL best practices
• Foundational experience in Servicenow development, design and deployment
• Help in creating Servicenow Fuji training documents for end users on Incident, problem and change Management, IT Self Service portal and Service Catalog.
• Creating and detailing of User Stories for application enhancement.
• Knowledge of Change Advisory Board to review and approve Emergency & Expedited Change
• Knowledge of Release & Deployment for approved changes and planning of release packages.
• Enhancement of Servicenow to ensure knowledge base is created on Self Service, Incident & Problem Management to resolve critical incident
• Knowledge of Servicenow Performance Analytics to run real time metrics.
• Escalate critical issues that are unresolved to the high level management

TECHNICAL SKILLS

Servicenow Platform Proficiency: Incident, Problem, Change, Knowledge, CMDB, SDLC, Service Catalog, Asset, Form Layout, Form Design, UI Policy etc.

Software Skills: Servicenow, Microsoft Office suite (PowerPoint, Excel, Word, Outlook), Microsoft Project 2003, 2007 & 2010, SharePoint, MS Visio and Mind Genius.

PROFESSIONAL EXPERIENCE

Servicenow Business Analyst

Confidential, Houston TX

Key Responsibilities:

• Participated in the upgrade implementations of Servicenow Eureka to Fuji
• Perform requirements gathering & validated requirements with stakeholders
• Participate in Servicenow implementation of Self Service Portal for end users usability
• Review & translate business needs into Requirements for technical development teams (Dev Ops)
• Represent project stakeholders throughout Requirements gathering & development process.
• Revamp Service Catalog of about 200 catalog items by classifying them into two major classes as Service Catalog and Technical Catalog
• Manage user story backlog of requirements in an agile environment for process owners on Incident, Problem, Change, request fulfillment and Service Catalog Management.
• Write and review test scripts for UAT Testing of enhancements developed for various process areas
• Manage email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle.
• Manage email notifications requirements for different process areas
• Create document mock-ups to support requirements & write use cases with process scenarios
• Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value

Servicenow Business Analyst

Confidential, Houston Texas

Key Responsibilities:

• Liaised between IT and Business to gather & validate requirements to meet Business needs in different ITIL process areas such as: Incident, Problem and Change Management, Service Catalog and Request Fulfillment.
• Assist Process Owners to develop and define User Stories in the enhancements intake of various ITIL processes.
• Manage Story Back log and Present approved stories during Story time
• Assisted end users with the change process and Process Improvements.
• Assist in building email notifications requirements for different process areas
• Analyze “ITSM monthly Performance metrics report” with scheduled reports in ServiceNow and compare with IT Services Scorecard to meet strategic goals
• Managed procedures for the submission, review and authorization of Change Requests
• Performed review of change requests (RFC) through risk assessment, SOX documentation
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect & report unauthorized changes.
• Assist to resolve potential change conflicts and collisions resulting from CAB.
• Worked with automation and service excellence team to create new catalog items via Service Now
• Identified problems with existing systems and practices and constructed workflows to implement relevant modifications

Business Analyst

Confidential

Key Responsibilities:

• Facilitated requirements gathering & workshops for Incident & Problem management
• Prepared BRD and SRD High level Documentation for Service Catalogue and Incident Management process for Service Desk enhancements
• Collaborated with Incident and problem management business process leads to develop monthly KPI’S and Reports
• Established & maintained high level process requirements for major incident process between Service Desk, Global Command Center and Incident Commander
• Consistently design and implement ITSM capabilities for triage in critical incidents.
• Carried out Gap Analysis of the existing architecture documenting AS IS and TO BE Scenarios
• Documented and maintained Functional and Technical Requirement Specification using MS Word and MS Visio that provided appropriate scope of work for technical team to develop prototype and application enhancement.

Business Analyst IT Services

Confidential

Key Responsibilities

• Worked within an ITIL framework to develop IT requirements for multiple processes, including Change Management, Incident Management and Problem Management.
• Gather Requirements in line with Project Objectives from Process owner and other Stake Holders to support efficient Project delivery.
• Analyzed User requirements and carried out requirement analysis to identify potential roadblocks
• Developed Functional Specification for IT Services from the Business Case
• Turn Business requirements into test cases
• Performed UAT testing of new and enhanced processes
• Generated daily reports of requests and team performance to discuss with management for improvement and better workflow that meets SLA
• Scheduled weekly meetings with affiliated teams to determine project status, risks and discrepancy