SUMMARY:

• Over 8 years of experience in IT with over good experience on ServiceNow Development, Maintenance and administration.
• Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, PPM and other ServiceNow modules.
• Streamlining record producers to reduce drill down & improve visibility for reporting business services issues.
• Great IT Service Management (ITSM) experience in Service Catalog, Requirement Fulfillment, Self Service Portal, Incident Management, Change Management, Problem Management, Learning Management on ServiceNow platform.
• Experience with ServiceNow upgrade projects: Eureka to Fuji, Fuji to Geneva and Geneva to Helsinki.
• Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
• Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in ServiceNow.
• Knowledgeable in configuring, administering ServiceNow application and building customized application not involving scripting.
• Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs.
• Strong experience creating, reviewing and updating test cases, test script, use cases and mock ups.
• Perform QA testing: impersonating PO, Service Owners and End Users to perform User Acceptance Testing in UAT during the Software Development Life Cycle.
• Engaged in ServiceNow requirements (Technology Services, On-boarding services etc.) for application development, design and deployment.
• Developed and run periodic global "ITSM monthly Performance metrics report" with scheduled reports in ServiceNow and compared with ITSM Scorecard with focus on strategic KPIs.
• Work in an agile-scrum environment where documentation, attention to detail, and team collaboration is required. Significant project management experience and high attention to detail.
• Perform Business Requirements gathering, data validation & data mapping review, Business Process flow, Business Process Modeling.
• Exceptional working experience in GAP analysis and understanding of the AS-IS and TO-BE business processes.
• Adept with different software development methods (SDLC) like Water Fall and Agile (SCRUM) Method.
• Excellent skills in facilitating Joint Application Development (JAD) for eliciting functional requirements that support the High-Level business requirements.
• Experience using different tools: Microsoft Word, PowerPoint, Excel and Visio to design flowcharts. Prepare mock ups to help facilitate communication of different processes/concepts to stakeholders.
• Experience communicating with different stakeholders across the organization on the Business side and the Technical/Engineering side.
• Experience in writing Business Requirements Document (BRD) and Functional Requirements Document (FRD).
• Expertise in assisting the Testing Team in creating and reviewing the Test Plans and Test Cases from test scripts.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Excellent knowledge of the Agile / Scrum and Waterfall methodologies for Software Development Life Circle (SDLC).
• Integration of ServiceNow and Jira, Appworx, AirWatch etc.
• Write and review extensive sets of test scripts used for QA Testing & UAT testing in ServiceNow.
• Facilitated roll out of ServiceNow modules.
• Create, review and detail user stories for enhancements on various ITIL process areas.
• Provide mock-ups, use cases, process scenarios and workflow diagram.
• Managed requirements on Knowledge base articles.
• Experience designing and creating User Records in ServiceNow for new users.
• Experience in migration project of Asset records from IBM Maximo to ServiceNow platform.
• Assess and evaluated existing Change Management Process.
• Proficient in analyzing and creating Narrative Use Cases, User Stories, and flow diagrams.
• Working knowledge of Change management and Release/deployment management

TECHNICAL SKILLS:

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

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL, PowerShell

Databases: Oracle 10g, SQL Server 2005

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

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

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE:

Confidential, San Confidential,CA

Sr. ServiceNow Consultant

Responsibilities:

• Created, developed, and administered two complexes custom ServiceNow applications, using application studio and Helsinki - Service Portal.
• Troubleshoot, maintain and resolve difficult ServiceNow issues and enhancements with configuration and/or JavaScript updates, which includes Workflow creation, mail scripts and notifications.
• Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow.
• Receives specifications from the IT department to deliver a product/release that meets the needs presented.
• Create business requirements, technical specifications documents, create use case documents, create test case and manage project work cycles as a member of the ServiceNow development team.
• Acted as Sr. Business Analyst on projects for development and implementation of process for the software ServiceNow.
• Researches and Deploys new releases and/or enhancements into the ServiceNow live environment.
• Works directly with Management to align ServiceNow with IT organization strategy and adherence to ITIL Foundation requirements.
• Liaised with business units and interfaced with stakeholders to prioritize requirements based on business needs in ServiceNow modules.
• Provide guidance and advice to project team on ITIL conformance and best practices for ServiceNow projects.
• Deployed a change management process on ServiceNow, assess organizational needs and execute plans to ease the organization through technological cultural transformation. Establish division communication and engagement strategy.
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans through ServiceNow SDLC.
• Ensured development opportunities on ServiceNow platform are identified to meet evolving business needs and align with key business strategies.
• Partnered with stakeholders to drive faster adoption, greater utilization and higher proficiency of ServiceNow system.
• Document/run reports and present the business applications in graphs and PowerPoint presentations.
• Interpreted data for the telecommunications department and analyzed using statistical techniques and provided ongoing reports.
• Adapt to changing business needs, and respond/react accordingly to support the customers' requirements.
• Creating application instances such as Prod, Stage, Dev, Test, QA etc., and create relationships to the integration, databases, Database instances, servers, etc.
• Speak with application owners to verify information on each application, capturing data and learning everything about the application by asking detailed analytical follow-up questions.
• Build/ create business application configuration items in ServiceNow.
• Created ServiceNow update sets to promote and test on multiple ServiceNow instances.
• Maintain ITSM ServiceNow applications such as Incident, Problem, Change, Request, Demand.
• Follow a customized version of the ITIL processes as it pertains to company culture.
• Configuration/Customization of the ServiceNow system including workflows.
• Load, manipulate and maintain data between ServiceNow and other systems.
• Created reports and configured tailored scripts to update application forms.
• Performs System and integration testing with sample/live data with Support Services team.
• Maintain Requirements traceability in ServiceNow SDLC module.
• Work with IT Process Owners to manage changing priorities of story backlog.
• Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Maintains and support ServiceNow operational functions
• Running weekly reports in ServiceNow.
• Serve on the team as a IT Business Analyst in reviewing application data.
• Creates Requirements Definitions, and Technical Specifications Documentation.
• Identify interface requirements and document mapping.
• Analyze and write Scope Change requests as related to changes to requirements.
• Articulates technical concepts using easily understandable business language.
• Acquired data from primary or secondary data sources and maintain databases/data systems.

Confidential, San Diego, CA

ServiceNow Business Analyst/ Consultant

• 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.
• 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.
• Participate in testing, issue resolution, support the implementation check-out process and facilitate the development of all procedural documentation and manuals.
• Perform requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.
• Identify project interdependencies and communicate requirement/scope issues and participate in driving them to resolution for inclusion in system requirements.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Re-mediate issues on applications and make sure updates are done in ServiceNow. Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow.
• Create business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team.
• Monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.
• Manage configuration/customization of ServiceNow such as Single-Sign-On, Dashboard, workflow administration, SLA management, Report setup, data imports, Knowledge management tool training as per the need of the business.
• Manage the quarterly upgrades of ServiceNow tool. Conduct full software development life cycle for customized applications including requirement analysis, design, coding, testing, and training activities.
• Created and wrote the MySQL query to import data from the external discovery tool database into the CMDB for configuration and data analysis of the imports, and to insure there were no gaps or issues.
• Elicited and facilitated functional and technical documentation for new product and enhancement releases.
• Developed and facilitated quality assurance strategies which included test plans, test cases, user acceptance testing, unit and system testing.
• Conducted analysis and ad-hoc database queries for end user requests and supported end users during business hours or as needed.
• 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.
• Meets 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.
• Translates business requirement to functional requirement and support IT design questions against the requirements.
• Prepare mapping document for integration between Jira /Confluence and ServiceNow.
• Communicate changes to requirements on user stories during sprint where applicable.
• Confirm that Implementation, Post-Implementation, and Back-out plans are in place.
• Implement and configure new ITSM platform ServiceNow.
• Created reports and configured tailored scripts to update application forms.
• Create and update training documentation and provide user training on ITSM tool.
• Act as business analyst for both HP Service Manager and ServiceNow tools.
• Perform data clean-up and continue on-going application definitions for the repository
• Engage in Major Incident Management process review.

Confidential, Watkins, CO

ServiceNow Business Analyst

• Personalize and create forms and fields for the various roles and groups to target company requirements.
• Control information flow and apply business logic with Business Rules. Knowledge of efficient and effective client-side Java Script.
• Assisted Process & Service Owners in continuous process improvements and enhancements by encouraging continuous automation of incident, change & problem management process on ServiceNow platform.
• Establish a maintenance schedule through the ServiceNow upgrade calendar and recognize good practice opportunities.
• Participate in Change Management related process meetings, advising and consulting across technology for process adoption.
• Supporting ServiceNow new process to include, standard workflow process, standard group membership build design, catalog items (workflows, approvals, task sequences).
• Knowledge of update set, import set and transform maps in ServiceNow for data mapping and data transformation from legacy system to ServiceNow.
• Assisted stakeholders in defining the enhancement of incident deflection to reduce rate of creating incidents and call volume to service desk for issues.
• Coordinate in conjunction with IT Service Management Office for communications regarding major ServiceNow project implementations.
• Assist in coordinating the process integration and review existing service catalog & request fulfillment.
• 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.
• Assist with the production check-out process, including review of reports & ServiceNow system behavior to ensure technical solutions perform according to the specifications and meet defined business requirements.
• Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow.
• Used ServiceNow reporting to analyze and troubleshoot reports, ensuring data accuracy and timeliness.
• Documented status reports, created presentations, performed analysis and organized content to share with other team members.
• 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.
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients.
• 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.
• Developed business design specifications and documentation for reports, forms, interfaces, conversions, enhancements, and custom capabilities.
• Develop and manage requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.
• Primary role throughout all of the phases of the SDLC (software development life cycle) with getting a viable business enterprise software products to market.
• Assisted business users in troubleshooting access (ACL) related issues on ServiceNow platform.
• Provide innovative solutions to challenging problems using the ServiceNow platform.
• Interact with the ServiceNow Knowledge Base for company use.
• Assess and analyze detailed information provided in a Change Request.
• Evaluate the Change Request impact and risk to the client' Confidential infrastructure in ServiceNow.
• Review existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Liaised between IT and business to gather & validate requirements on different levels of projects.
• Advise and consult with teams on releases, projects, changes to ensure change readiness.
• Review existing IT processes in ServiceNow to identify areas of improvement and enhancement.
• Experience developing stories and grooming backlogs.

Confidential, Cincinnati, OH

Business Analyst

• Worked closely with clients, engagement managers and software developers to analyze system and business requirements to create and develop high quality, user centered solutions, web page job aids and tutorials, with emphasis on usability, consistency and aesthetics.
• Worked with the business Stakeholders and SME' Confidential to define business requirements and analyze the functional requirements.
• Conducted JAD sessions with stakeholders, developers and administration for eliciting requirements. Also managed the meeting sessions with SME’ Confidential from various departments like accounting, reporting and IT development.
• Perform requirements gathering and validate requirements with process owners for process enhancement.
• Collect, review, analyze, manage, backlogs (user stories & defects) from process owners and Service Owners.
• Responsible for Requirement gathering, Business Process flow, Business Process Modeling and Business Analysis with Document and Records Management.
• Facilitated JAD sessions with management, users and other stakeholders to define the project and to reduce the turn-around time of deliverables.
• Prepared and presented Business Requirement Document (BRD) and Functional Requirement Document (FRD).
• Performed Gap analysis by identifying existing technologies, documenting the enhancements to meet the end state requirements.
• Coordinated the procurement of materials, products/services and equipment necessary for the operation of the business unit or assigned projects.
• Ensured suppliers/vendors adherence to industry standards, technical quality standards, and other corporate/business unit driven expectations.
• 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.
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients.
• Created Screen mock ups/prototype to illustrate new requirements and alignment around project scope.
• Responsible for managing the documented System Requirements and Requirements Traceability Matrix.
• Created web pages in HTML/XHTML, CSS, JavaScript and PHP for customized mock-ups and external user interface portals, for new and existing clients daily.
• Assessed xml files and used MySQL, Perl, SVN to assure correct information was responding to the front-end user interface code.
• Created advanced SQL queries for database research and analysis, and improved existing MySQL queries to generate and distribute accurate daily reports.
• Participated in the development and execution of training using Visio flowchart diagrams, product presentation power points and QA test environments.
• Approved user documentation and training materials and ensured concerns, comments and feedback were processed and addressed in a meaningful and consistent manner. Transitioned knowledge from the project team to the business and support organizations. Participated in issue resolution, change control management, and risk mitigation activities.
• Worked on SQL Databases and SSRS reporting tool.
• Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Performed database SQL queries to address connectivity and integration activities.
• Managed day-to-day project activities and coordinated tasks with other teams.
• Used Waterfall, Agile (SCRUM) & combination of the two Methodology on the projects.
• Translated the requirements to the IT and web production teams.
• Analyzed business requirements and segregated them into Use Cases.
• Provided enhancements to applications portal.
• Provided support for User Acceptance Testing with UAT cases and resolved issues with the users.