SUMMARY:

• An experienced ITSM Process Consultant with a strong Agile - Scrum experience in ServiceNow platform with focus on Service Catalog, Request Fulfillment, Incident, Problem, SLA, Change, Service Asset & Configuration, GRC, Knowledge Management, Service Portal, Survey and Escalation Management, ServiceNow mobile capabilities, Project Portfolio Management (PPM), and Performance Analytics. An extensive expertise in IT Service Management and ITIL best practices, processes, strategic technology planning, and developing cost TEMPeffective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for TEMPeffective process maintenance, improvements and IT service delivery; provide great IT service enrichment & user experience; provide IT service improvements continually by identifying and delivering on opportunities for efficiency and partner experience sharing standard best practices globally.
• Revamped ITSM processes with focus on Service Catalog, Request Fulfillment, Incident Management, Problem Management for IT service enrichment and user experience in teh Service Portal
• Reduced incidents out of SLA by 60% in 6months with focus on high priority incidents
• Out of teh Box functionality adoption on Service Catalog by structuring over 270 catalog items into teh appropriate service categories with right workflow and approvals in teh taxonomy.
• Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping, CI reconciliation and enhanced user experience.
• Lead IT business engagement for ServiceNow platform requirements across technology & business stakeholders including Service Catalog, Incident, Problem, HR, Service Desk Chat and migrations from / integrations with other systems e.g. PeopleSoft Fluid, Oracle, Appworx, ScienceLogic, Jira, Airwatch etc.
• Lead teh design of Performance Analytics dashboard to provide real time reporting for IT leaderships on services owned by them using defined metrics.
• Lead ServiceNow implementation for various ITSM processes e.g. Incident, Problem, Service Catalog etc.
• Implemented adoption of incident template on incident record producers to;
• Proactively assign incident tickets to teh correct assignment group
• Facilitate automation and routing of incident tickets to teh correct assignment group and bypass Service Desk to improve incident response and resolution time from SLA perspective.
• Eliminate error of Service Desk agents not knowing teh correct Effected CI to select for incident
• Reduce Service Desk workload in managing intensive ticket queue
• Facilitated Continuous Service Improvement across processes to ensure consistency in ITSM best practices
• Restructure teh Service Catalog taxonomy to maintain teh Standard Service Request Catalog with reasonable Service Level Targets for standard operational IT services.
• Automated Employee Termination/Offboarding on ServiceNow from various applications such as Fileconnect, Oracle PRG, PKI, VIP Token, Oracle VeriSign ERP, Jama, Oracle GOICP etc.
• Reduced alert caused by decommissioned devices by 30% in 4months coming from naming convention difference in teh CMDB and ScienceLogic
• Integrated Jira with ServiceNow Incident module
• Reduced false alert due to maintenance (Changes) by 15% in 3months
• Reduced unauthorized change changes by enforcing SOX compliance
• Reduced delay from vendor in responding and resolving affected IT services through TEMPeffective communication and process maturity
• Improved communication to notify impacted Service owners for P1 & P2 Incidents
• Improved communication to notify Service Owners when more TEMPthan 10 incidents are logged for teh same CI within 45mins - 1hour
• Increased On-Call number compliance to 98% especially for IT groups that resolve major incident
• Pulled from 97% to 0% of On-Call Calendar for Inactive Assignment Groups
• Reduced aging incident beyond 30days by 35% in 5months and de-activate assignment groups not in use
• Reduced Effected Services with more incidents by 25% in 3months through data cleaning of unknown CI
• Integration of Splunk, ScienceLogic, Appworx and Airwatch with ServiceNow using REST API
• Integration of Workday, CenterStone & ServiceNow for employee onboarding & facilities work order
• Migration of Blue Coat Services & employees into ServiceNow platform
• Integration of PeopleSoft Fluid and ServiceNow HR Service Portal & HR Chat
• Implementation of Service Portfolio Management and its categories on teh Service Portal
• Facilitated teh auto-discovery of employee asset status using Altiris integration with ServiceNow AMDB
• Implementation of Incident Deflection to resolve issues
• Implementation of ServiceNow PPM (Migration from HP PPM into ServiceNow PPM)
• Benchmark existing system performance in ServiceNow Upgrade projects (Helsinki to Istanbul etc.)
• Work in a BPC role as a strategic advisor, assisting clients to align ITSM processes to ServiceNow platform
• Data Migration project of Post Mortem Incident Evaluation from SharePoint into ServiceNow
• Participated in asset management initiative & normalization from legacy system to ServiceNow
• Cleanup email notifications for various IT processes on ServiceNow to meet customers’ need.
• Create plan and documents & execute global ServiceNow end user and fulfiller as part of knowledge transfer to teams & Train teh trainers on IT processes within ServiceNow

WORK EXPERIENCE:

Confidential

ITSM Process Consultant

Responsibilities:

• Collaborate with Service Owners and other leaders as strategic advisor to design and mature existing process for both IT and Business Services & align with ServiceNow platform
• Build, lead and motivate a high functioning team to deliver IT Service Management and improve user experience embedded in annual objectives, coaching, performance management and development planning.
• Act as a single point of contact for continuous process improvement on Service Catalog, Request Fulfillment, Incident, Performance Analytics, Problem to ensure process maturity and onboarding of IT Services on ServiceNow platform
• Drive alignment between ITIL best practices and ServiceNow tool by considering process, metrics and data requirements with ServiceNow Out-of-teh-Box capabilities
• Continually review, challenge and optimize teh TEMPeffectiveness of IT Service Management delivery, ServiceNow platform and teh use of automation for improvements
• Conduct regularly Dashboard Reviews with key business partners to review data for business experience and continuous improvement initiatives
• Ensure ITSM projects and enhancements are prioritized and delivered according to IT SMO processes and standards utilizing ServiceNow platform data governance and development best practices.
• Facilitate adoption of automation to break teh silos between teams in order to improve productivity and reduce bottlenecks across IT processes
• Collaborate with business units to successfully rollout our products to achieve great customer experience
• Provide guidance to Dev Ops teams to deliver great products to our customers
• Assist key stakeholders to define standard use cases, review, refine and document requirements and other business needs of existing and target customers that clearly articulate desired product functionality
• Assist to build business requirements in teh development of future functional requirements and halp ensure teh IT process governance is adhered to
• Work with key stakeholders to gather & interpret business needs in a DevOps through enhancements intake process

Confidential, MOUNTAIN VIEW

Sr. ServiceNow Business Analyst Lead

Responsibilities:

• Performed requirements gathering and validate requirements with IT process owners & business
• A point of contact between business & technical teams for application development and post production review
• Ensured adherence to ITIL best practices in various ITIL processes supported on ServiceNow platform
• Revamped of Service Catalog and process consolidation of all catalog items to align with business services.
• Maintained Out of teh Box functionality consistently to reduce customization on ServiceNow platform
• Assisted in onboarding of CIs and assets into teh CMDB and AMDB respectively ensuring business and application services are mapped with various ITIL processes such as Incident, Problem and Change
• Worked with CI Class Owners and Service Owners to improve data management and create additional system interface between ServiceNow and SFDC
• Created & prioritized a backlog of requirements through development of User Stories in ServiceNow
• Facilitated teh use of baseline differences in teh CMDB to update CIs, their attributes and relationships
• Participated in Detailed Platform Assessment with ServiceNow Engagement team
• Captured requirements for teh design of SACM, Discovery and Service Mapping dashboards respectively
• Performed regularly health check on CMDB CI table hierarchy and facilitated teh updates of CI status & periodic ITSM process audit for other ITSM processes.
• Assisted in teh cleanup of duplicate CIs in teh CMDB through ServiceNow discovery
• Engaged in requirement reviews to verify enhancements intent& business value outcome of teh enhancements.
• Reviewed Change requests and provide approval for Infrastructure Change Requests to promote new Services into Production in ServiceNow
• Facilitated teh automation of removing business relationships for retired assets.
• Managed workflows in Service Catalog of low to moderate complexity with approval steps and task activities.
• Created catalog items requirements and mock up in Sandbox to validate requirements with clients.
• Supported functional/regression testing activities in for system functionality releases and upgrades
• Participate in reviewing process to minimize teh adverse impact of incidents and problems on teh business that are caused by underlying errors within teh IT infrastructure
• Monitor SLA compliance to ensure adherence to business needs
• Engage in establishing and reviewing of SLAs that support business goals of IT services
• Assist in coordinating teh process integration between incidents with other related records
• Validate requirements from stakeholders and maintain process flows, use cases, information needs, test scenarios, and obtain functional design specification approvals.
• Trainer on ServiceNow upgrades and User Interface (UI15 and UI16), new functionalities, Visual Task Board, incident triage & Applications Support Tree Initiatives in Symantec across about 40 countries
• Engage in testing, test case validation, and obtain business approvals in QA, UAT instance on user stories for scheduled deployments during sprint cycle.
• Provide demo of passed stories for process owners & clients to obtain sign off in UAT instance.
• Enhanced Incident record to capture Major Incident activities on ServiceNow tool in line with IT governance.
• Provided On call support (War Room bridge call) for replication processes during Symantec-Veritas split project in 2015 and onboarding of Blue Coat IT Services & employees in 2016.
• Collaborated with SMO, Process Owners & Service Catalog Manager to develop, implement and maintain teh IT service request fulfillment process for enhancements intake of catalog items.

Confidential, HOUSTON TEXAS

I.T Business Analyst

Responsibilities:

• Facilitated requirements for process evaluation of new or existing services through onboarding process of applications & other IT services to provide standard and quality business services
• Coordinated relationships between business & technical teams to build user stories to be approved for Sprint
• Liaised between IT and business to gather & validate requirements to meet business needs in different ITIL process areas - Service Catalog, Request Fulfillment, Change & Incident Management
• Execution of ServiceNow PPM, knowledge management, incident, problem, change and HR case management through agile development and delivery
• Built process document that aligns Disaster Recovery Managed documents with application services in teh CMDB
• Facilitated meetings with stakeholders to gather and document requirements and explore technical solutions.
• Assisted in teh enhancements intake of requirements into backlog for optimal service delivery
• Review, analyze, manage backlogs (stories & defects) from process owners and get final sign off
• Assisted in enhancing Technology Self Service portal to meet users’ needs.
• Coordinated teh transformation of hardware asset management lifecycle from IBM Maximo to ServiceNow.
• Monitored and provided trend analysis in SLAs & assist in SLA definitions
• Wrote and reviewed extensive sets of test scripts used for QA Testing & UAT testing.
• Engaged in Root Cause Analysis process review of Known Errors in Problem Management
• Ensured that all recurring related child incidents are associated with parent to manage duplicate incidents
• Created, reviewed and detailed user stories for enhancements on various ITIL process areas
• Managed procedures for teh submission, review and authorization of Change Requests.
• Developed teh KPIs design and run global “ITSM monthly Performance metrics report” with scheduled reports in ServiceNow and compare with IT Services Scorecard to meet strategic goals
• Created test plan to include test script, test result & test scenarios in ServiceNow instances
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect & report unauthorized changes.
• Identified, negotiated and resolved potential change conflicts and collisions resulting from CAB.
• Assisted technical teams to follow teh ITSM processes and collaborate on continuous improvement and quality of service

Confidential, HOUSTON TEXAS

SAPSupport Analyst

Responsibilities:

• Provided L1 / L2 support for SAP Security & Basis team in processing user access requests (U.S & Canada) on daily basisfor ECC/APW/BOBJ access and grant roles to users
• Gatheird & validated requirements for improving SAP Service Catalog & reporting capabilities in ServiceNow
• Detailed & managed backlog (stories & defects) for SAP application development on ServiceNow
• Contributed to continual process improvement for tickets & queue management in ServiceNow.
• Reviewed all SAP fire fighter logs approved by teh appropriate business owners
• Prepared and maintained SAP metrics & reports in ServiceNow.
• Created & maintained users in Portal systems (Employee Portal, BPC and NetWeaver).
• Performed fit gap analysis and other testscenarios, as needed&UAT
• Provided approval for SAP tickets and assigned to specific SAP assignment group for fulfillment

Confidential, HOUSTON TEXAS

Business Process Support

Responsibilities:

• Facilitated analyzing & gathering of requirements between Business units and IT, identifying and utilizing synergies across IT Organization to improve existing ITIL processes on ServiceNow platform.
• Act as a liaison to interface with internal business partners and teh advocate for teh business needs support teams - manage customer expectations and perceptions to build customer confidence
• Performed review of change requests (RFC) through risk assessment, SOX documentation
• Collaborated with different business stakeholders to prepare as-is and to-be process documentation while educating them on ServiceNow platform Out-of-teh-box capabilities
• Acted as ServiceNow documents reviewer prior to uploading in team site & Learn Central
• Designed test scripts, UAT testing and logged defects through ServiceNow SDLC
• Engaged in due diligent document review to ensure clients’ needs are met per SLA

Confidential, HOUSTON TX

ServiceNow Analyst

Responsibilities:

• Gatheird business requirements from business stakeholders & transformed them to user stories
• Wrote and reviewed user stories, use cases and created process flows
• Created ServiceNow business requirement and designed documents as output from facilitating requirement gathering workshops and liaised with ServiceNow developers
• Wrote test scripts and performing test script validation, bug/defect finding, performing SIT and UAT testing and supporting teh customer with testing.
• Aligned SLA/OLA in order to achieve better service throughout teh commercial customer base.

Confidential

SAPBusiness Analyst

Responsibilities:

• Gatheirddetailed business requirements from business users for support work, approved projects andenhancements to existing SAP configuration or development objects.
• Performedfit gap analysis and other testscenarios, scripts & as needed&User Acceptance testing
• Served as a liaison between Application Development team and teh business units
• Workedwith Business Stakeholders, IT Infrastructure teams, and Development teams to ensure that business requirements are properly configured within SAP
• Partneredwith teh business and other IT teams to provide innovative ideas to solve business or technological challengesin SAPimplementation.
• Workedwith senior team members and teh team lead to perform quality reviews at teh requirements, design and development phases and to pass stage gates
• Engaged in weekly requirements grooming of story backlog with process owners/team

Confidential

ITSM Project Manager

Responsibilities:

• Engaged in ITSM transformation solutions based on ITIL best practices aligning process, people and technology providing integrated enterprise-wide business solutions within teh IT infrastructure
• Developed ITSM Process Guides and Maps, Roles and Responsibilities and IT Service Onboarding Policy
• Engaged in ITSM process reengineering, requirements management & processes documentations
• Managed project artifacts & deliverables from stakeholders
• Tracked project deliverables developed & delivered timely reports on project’s progress to key stakeholders
• Maintained communication with project stakeholders & managed their expectations
• Participated in knowledge sharing sessions with teh development and test teams
• Assisted team in project scoreboard and report project status
• Create and execute product roadmap to achieve teh business goals and strategy

Confidential

ITSM Business Consultant

Responsibilities:

• To identify and document business needs and translate those needs into formal Scope and Design documents, and assist with teh testing and implementation of teh developed solutions.
• To communicate technical information both verbally and in writing to internal and external customers
• Collaborate with stakeholders to capture, interpret requirements, and translate user needs into a technical design
• Manage story backlog requirements for processes such as Incident, Problem, Change and Service Catalog and facilitate requirement gathering sessions.
• Participate in documenting high level classification of service catalog to improve users' visibility of service offerings & availability of request fulfillments, workflow, and reports.