CAREER OVERVIEW:

Around 14 years of experience in IT industry and worked on different roles as ServiceNow Admin/Senior Quality/Business Analyst across Welfare Services, Health Care Insurance, Financial Systems and Telecommunications (Broadband Wireless). Professional expertise includes SDLC, Agile Methodology, development and documentation of test artifacts (plans, cases, results). Well versed in analyzing business requirements/user stories through, interviews, workshops and process flow.

SUMMARY:

• Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management in ServiceNOW.
• Review and Update PAC - Project Allocation Cost document, Business Requirements, Technical Design Document and prepare Test Plan Deliverable Document, RTM (Requirement Traceability Metric), and Test Result Deliverable document thru HP - ALM.
• Performed Backend database testing in Oracle, DB2 and Mainframe Environment including validating stored procedures, jobs and triggers., Extensively worked on Web services application testing on XML using SOAP UI, UML, log files, PeopleSoft HR modules, reports testing using SAP Business Objects and applications testing.
• Worked as Testing coordinator in handling multiple projects and handled complex Quality assurance and test environment issues.
• Managed execution of assigned QA activities, including planning quality assurance schedules and assignments, monitored project statuses and managed Off-shore teams.
• Involved in DMAIC six sigma project to improve sigma level of the processes.
• Configure and enhance core application, including, but not limited to, Service Catalog, Service Portal, Incidents, Knowledge Base, Management, Project & Portfolio, and Reporting.

TECHNICAL SKILLS:

Ticketing Too: ServiceNow

Testing Tools: QTP, Selenium, Load Runner, Win Runner

Methodologies: Agile, RUP, Waterfall, V-Model, Scrum.

Reporting Tool: Business-Objects XI R2,3.1 and 4.0, SAP Crystal Reports 7.0/8.0/8.5, XI, SAP Xcelsius 4.5/2008

Languages: C, HTML, SQL, XML, Perl, SQL and UNIX shell scripting.

Databases: Oracle, MS-SQL Server.

Applications: PeopleSoft, SAP HR-FICO, FACETS, HP- ALM

Other/ tools: TOAD, MS-Office, MS Project, Visio, Azxure DevOps, Altova XML Spy, Abinitio(ETL)

PROFESSIONAL EXPERIENCE:

Confidential, Glendale, WI

ServiceNow Admin/Developer/QA Analyst

Responsibilities:

• Work directly with IT Management to align ServiceNow for their demand requests.
• Responsible for creating, maintain and enhance Various ITSM Process for User’s, Roles, Groups including Workflows for Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability.
• Incidents are imitated thru callers/self-service/Chat/Email.
• Investigate and diagnose incidents and provide resolutions and workarounds as per SOP and existing known errors.
• Escalate incidents to IT support and update the incident ticket by changing the Assignment Group field to the appropriate support group and the Assigned to field
• Follow Incident management life cycle- New-InProgress-On Hold-Resolved-Closed-Canceled.
• Develop and configure of Business Rules, Workflow’s, service catalogs, Email Notifications, UI Components, Data imports and exports based on BR’s.
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs.
• Developing, testing, deploying and updating workflows and approval flows and rules
• Created and enchanted Application based on the Product Owner Requirements.
• Assist in Implement SNOW customizing including, but not limited to Client Scripts, UI Polices, UI Actions.
• Configured end-to-end process for knowledge management and worked on the Knowledge Centered Support (KCS) Plug-in.

Environment: ServiceNow, ITSM, Java, Java Script, CSS, HTML, Web Services.

Confidential, Roseville, CA

Business Analyst /QA Lead

Responsibilities:

• Extensively involved using V-Model Waterfall methodology for testing web-application in Java and expertise in preparing RTM, Test Plan Deliverable and Test Result Deliverable document generated thru ALM
• Regression testing was executed on different programs supported by Government Human Services for Intake and Ongoing Cases in CalWIN using the manual end to end scripts where testing occurred over a 4-month period with multiple batch requests per month to mimic production and validate the output files.
• Completed Employment Services Programs Registration for WTW / Cal-Learn, approved and authorized Transportation and Childcare supportive services.
• Involved in different change request/Projects for each release for Confidential, Medical, MyBCW, Educational Programs for student exemptions, Former foster youth phase I and II, ABAD and Non-ABAD food stamps, Educational Programs student exemptions.
• Created an Intake and ongoing cases for Confidential ICT and Confidential Former Foster Youth and Medical to generate EDR (Eligibility Determination) and DER (Determine Eligibility) and validate EDR and DER and analyzing data formatted in XML schema thru SoapUI and execute SQL queries by querying the DB using Toad.
• Validating BI reports using OBIEE
• Testing involved in Validation SAR 7 (Semi-Annual Report by federal), using My Benefits CalWIN application, where all the pages and sections have been enhanced and wrote test scripts for all 700 requirements for all 4 different languages.
• Involved in testing ABAD and Non-ABAD and validate data for Quarterly on Managed Reports (MR - OLUM)
• Involved in Pre-Production, UAT and Production testing to make sure all the functionalities are working accordingly after code drop or any patch done.
• Used UFT Automation tool for browser-based regression automation suites and test, scale and distribute scripts across different environments.
• Coordinated with offshore team and also involved in training offshore team about CalWIN application and ALM and testing methodologies as per new contract for HPE.
• Coordinated with developing team, Release manager, weekend activity coordinator for successful UAT and Production testing.
• Coordinating with offshore team in transition phase by training them the current functionally of the application and ALM.
• Transition of System Test Scripts from IBM Rational tool - ClearQuest in Excel format to ALM.
• Allocated and managed team members for each project based on hours requested by project managers thru creating monthly actual Resource allocation sheet for the management based on different projects and assignments assigned to each team members.
• Review and approve of PAC workbook for proposal projects by providing estimation for system test functions.
• Managed team of 15 members and assigning task as required and also involved in Timesheet approval.

Environment: ALM 12.0, Mainframes, UFT (QTP), Load Runner, Confidential, CalWIN Application, PPM, ClearQuest, Enterprise Schedule (Batch Request), SoapUI, FileZilla, OSB (Oracle Service Bus), Toad, XML, MyBenefitsCalwin, ServiceNow, Java, ASP.Net, OBIEE

Confidential, Sacramento, CA

Senior QA Analyst

Responsibilities:

• Validated ETL application in relational databases and flat files using Informatica and involved in the report generation of BI systems using Crystal Reports and tested XML files generated thru ETL Processes.
• Created Test Data as input file based on BRD and SRD in FACETS and generated FET files from Member Custom Table which include members who have Old and New Renewal Plans and request Batch Jobs and Validate the out-put file (XML)
• Validation of data as per the business rules addressed in the system use case.
• Experience in testing transmitted data using SOAP over Hypertext Transfer Protocol, Secure (HTTPS) and Web Services Definition (WSDL) and Flat files via ESB (Enterprise Service Bus)
• Generation of Error File send to Business Team about failure of the Informatica Work- flow or validation and formatting of data or File generation or the archival of the output File.
• Involved in developing and maintaining RTM (Test Matrix) and Requirements in Traceability Matrix and Test Result document generated thru ALM
• Responsible for UAT project planning like creating testing scenario, test plans, and test scripts and Test Execution.
• Perform responsibilities of conducting research on IT requirements and business requirements in UAT areas
• Worked on iteration projects with Configuration Team, Backend data validation using SQL and validate data in FACETS.
• Created Groups, Sub-Groups, Class, Plans, Procedure codes, Service ID’s, Claims based on ICD-9 and validate Co-payments.
• Validate Pharmacy (RX) data for accuracy on ID cards by SQL queries and validating them through Front-End using FACETS Medical Plan Module under Benefit Summary.

Environment: ALM 11.0, SOAP UI, Notepad ++, Oracle SQL Developer, JIRA HP-Extremes, SMP (Service Market Place) ASP.NET, HTML, XML, Java, Windows XP, Tidal, Putty, Ipswich WS FTP, Ultra Edit, SnagIt, Citrix, Enterprise Scheduler, CMU

Confidential, Richmond, VA

Senior QA Analyst

Responsibilities:

• Input data in PRE application and request different Batch Jobs and validate the output file by querying the database using Oracle Toad. Validated and verified the Quarter end date data by conducting mock-up’s and requesting the DEV team to run the jobs and validated the data to be updated at the back end.
• Verified the Mano code switching on the Quarter End Date and made sure that QPRs are generated based on the latest Mano change information on the Reports.
• Worked on Validating the data and account information for accuracy when there were changes in accounts moving from Retail to Managed or Vice Versa, based on Activation date.
• Involved in System Integration, Functional, Enterprise/UAT testing for each project with testing of different products like MFW, DMA, Fees, Fixed Income, Risk Analysis,
• Involved in writing Test cases based on BRD, FSD, TDD and Change request documents.
• Reviewed the test cases with Business sponsors, users, Project Managers, Developers and sign off for all the test cases before Execution.
• Identified different the Regression test cases and prepared the Regression Suit for Performance reporting for all products.
• UAT Testing done on different functionalities of “Go-Paperless” on E-brokerage applications and validating the data in backend to make sure the selection made on E-brokerage to be same in Oracle, BDW, LW (Letter Writing), DocSys.
• Validated different product functionalities for each Quarter end (Q1, Q2, Q3, Q4) by requesting Online Copy, Audit run and Hardcopy.
• Worked closely with BA’s, Developers, Business Users in understanding the functional specs for each product based on Managed, Retail and Composites accounts.
• Tested the 1 PRE application and the functionality, when the application was migrated from IE 7.0 to IE 8.0 for Logos, dropdowns, timers and the data

Environment: Mercury Quality Center 11.0, ASP.NET, HTML, Java, WebSphere, Windows XP, Oracle Toad,, 1 PRE, PSA, CALIPER Mainframe, BDW, E-Brokerage Application - Electronic Delivery of Performance Reports, LW, DocSys

Confidential, Hartford, CT

QA Analyst

Responsibilities:

• Analyzed, developed, documented and validated QA work products of patient application, against the Use Cases and data structure diagrams for Business Requirement Documents as part of the SDLC activity.
• Prepared Test Plan and Test Cases using A&D document, SoBR Document, PCRs (Project change request) and Process flow documents
• Analyzed the Business requirements, performed ambiguity reviews and communicated the inconsistencies between the requirements and application.
• Participated in Requirements estimation, Requirements Review meetings with the Business.
• Developed test design specifications, and test scripts for various test scenarios.
• Tested the application utilizing the Scrum (Agile) methodology.
• Involved with BA's, architects, Dev team to understand the Business process flow/design for effective testing
• Performed Web based Testing that included functional testing, Usability testing, Interface Testing based on HIPAA and H7 rules
• Lead responsibilities including organizing the daily scrum, prepare the master test plan, the test log and tracking and defect summary report.
• Involved in developing and maintaining RTM (Test Matrix) and Requirements in Traceability Matrix and performing Gap Analysis.
• Executed SQL Queries to query the database to test the back-end process of Medical billing application.
• Worked with Accumulators, Deductibles, Coordination of Benefits and Overrides of the Claim Line detail and used them for testing various claims scenarios in Facets.
• Enrolled members through online screens and 834 transactions to Facets.
• Tested the portal application to make sure the claims, members are loading to Facets and Providers can check the member eligibility and claim status.
• Involved in testing the Pharmacy Claims, Medical Claims & Dental Claims in Facets.
• Involved in creating rules (e.g.: co-pay, deductible, quantity limits) for Pharmacy Claims testing.
• Coordinated the testing between onsite and offshore resources.
• Updating weekly Metrics based on performance of the project and analyzing status of project green/yellow/Red and updating the same on daily status call.

Environment: Mercury Quality Center 9.0, Facets, EDI, TFS, ASP.NET, HTML, Java, MS SQL, Windows XP, UNIX, Toad, Web2.0, Oracle, EDI, Tivoli Job Scheduling Console.

Confidential, Ashburn, VA

Senior QA Analyst/ Lead

Responsibilities:

• Planned and directed quality assurance schedules and assignments, monitored project status in comparison to cost/time projections and provided weekly summary of accomplishments, issues and updated the work planned on daily status calls.
• Worked on multiple projects that involved usage generating and verify invoices and J12s, with billing team and Verizon federal (Stakeholder).
• Acted as coordinator on all required data for processing the orders from order entry to Billing processes by different team.
• Involved in System Integration, Functional, End to End, Backend and Regression testing as per business requirements by mapping requirements, creating test plan, and test cases, updating defects and re-testing the defects in Quality Center.
• Prepared TC's using A&D Document, SoBR Document and Process Flow documents.
• Involved in testing Web services XML using SOAP UI and Co-coordinated with external vendors about process flow for each product milestones.
• Worked simultaneously more than two different projects for each release for MNS,
• Managed Off-shore teams in different locations by training on process flow, creating and executing of Test Artifacts.
• Used product development software lifecycle design techniques to develop and execute manual tests for verification of new and existing products.
• Involved in creation, preparation, execution of test plan, test scripts, test cases in Mercury Quality Center 9.0-Test director
• Verify Logs files and system out files, XMLs for analyzing, executing the test cases, validating XML tags based on requirements and mapping documents for each product.
• Developed and designed SAP BOXI R2 SQL queries and procedures to perform database testing.
• Performed End to End test analysis of different software applications and operating systems by checking Log files, client specification applications, XMLs, and Oracle DB.
• Researched the errors by validating the XML code in order to make sure all the Tags and fields were properly entered as per mapping documents.
• Interacted with Development and QA Teams to ensure overall quality of the software.
• Responsible for ensuring all necessary sign-offs have been achieved for all required documents i.e. process flows, Test Plan, Test cases, Test Steps, LDD review, TCWB, Invoices and J12s.
• Communicated results and status of the projects on daily status calls by using performance metric tools.

Environment: : Java, Oracle UNIX, XML, SOAPUI, SAP BOXI, Mercury Quality Center -Test Director 9.0, Winscp3, PuTTY, BOD Utility, JUnit Web Log 7.3, Production Support Tool (PST), Performance Metrics Tool, Quizinator and SharePoint.