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Servicenow/itsm Business Analyst Resume

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SUMMARY:

  • An experienced ITSM Business Analyst; with a strong Agile - Scrum experience in ServiceNow platform with focus on Service Catalog, Request Fulfillment, Incident, Problem, SLA, Change, Service Asset & Configuration, Knowledge Management, Service Portal, ServiceNow mobile capabilities and Performance Analytics. An enthusiastic professional with firm knowledge of IT Service Management and ITIL best practices, processes, helping clients to align people, process and technology to drive business needs with the goal of creating enriched customer and great end user experience.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow/ITSM Business Analyst

  • Responsible for working with Process Owners to define requirements and create well-written user stories that meet the criteria required to deliver a successful product
  • Analyze and document business processes and systems
  • Facilitate requirements gathering, document requirements and translate them into stories on ServiceNow Agile Development module
  • Support all design, testing and documentation efforts throughout application development lifecycle
  • Develop a comprehensive Test Plan that articulates our scrum testing approach for ITSM workstreams
  • Apply Agile methodology to elicit requirements and process flows for federal customers using interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis
  • Analyze and de-conflict requirements, data and information from multiple data sources and decompose into detailed requirements
  • Support creation of user stories and ensure that they meet the criteria required to deliver a successful product
  • Work with ServiceNow Architect and Developer in conducting testing to ensure quality of new software releases on ServiceNow platform
  • Support User Acceptance Testing (UAT) including development of test scripts and conducting UAT with end users and process stakeholders
  • Create ITSM references and guides for end users as well as system administrators
  • Continually ensure client understands product updates by socializing ServiceNow Out-Of-The-Box best practices with them to help guide against risky customization
  • Understand the needs of the client and successfully link needs and solution

Confidential

ITSM Business Analyst

  • Analyzed business processes and documents functional requirements to increase operational maturity
  • Translated and documented client needs into actionable requirements
  • Developed use cases, process diagrams, and requirements documentation using stories and scrum tasks
  • Collaborated with business stakeholders and technical team to design appropriate process solutions
  • Evaluated requirement changes and provides feedback to ensure alignment to original design objectives
  • Advised on options, risk and impacts on business processes and cultural adoption
  • Followed up on outstanding client needs and provides timely status reports to project manager
  • Created end-user training materials based on project requirements
  • Built positive relationships with clients by providing excellent service/support and consistent communication as appropriate
  • Created test script and participating in all QA Testing as well as user acceptance

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