SUMMARY

• Experienced Business and IT professional, with proven track record of using technology and ITIL best practices to enhance/improve different business process and service delivery.
• ServiceNow Experience.
• Experience working in a ServiceNow Managed Service Provider (MSP) environment, with over 52 active domains / companies and over three hundred thousand active users.
• Experienced in Application Design, Business Process Re - engineering, Business Process Modeling and Quality Assurance.
• Excellent knowledge of Software Development Life Circle (SDLC), Agile / Scrum methodology and Waterfall process for application development.
• Experience interfacing with internal stakeholders as well as external stakeholders - customers and vendors.
• Experience working with onshore and off-shore Development / Engineering team.
• IT Service Management (ITSM) experience building and managing: Service Catalog, Requirement Fulfillment, Self Service Portal, Incident Management, Knowledge Management, Change Management, Problem Management and Release Management.
• Experience gathering requirement to build and manage customer application on ServiceNow: Learning Management Administration System (LMAS).
• Experience with ServiceNow upgrade projects: Eureka to Fuji, Fuji to Geneva and Geneva to Helsinki.
• Experience creating and scheduling different reports to be shared with business users using defined KPIs.
• Experience using Visio to define different process flowcharts.
• Experience designing and using mockups/wireframes to facilitate communication of process/concepts to stakeholders.
• Hands on experience doing basic troubleshooting, administering and configuring the ServiceNow tool.
• Experience in full implementation, migration and integration projects.
• Knowledge and ability to create new User / Group / Role records, Email Notifications, UI policies, UI actions, Business Rules, Record producers, Variable sets, Update Sets, Import sets / Transform Maps, SLAs and Workflows.
• Strong experience creating, reviewing and updating test cases, test script and use cases. Participate in regression testing, end-to-end testing and UAT.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Business System Analyst

Responsibilities:

• Engage stakeholders across the organization in elicitation and requirements gathering session for application development and new enhancement intake.
• Work with the Product owner, Process Owners, Service Owners and Subject Matter Experts (SME) to intake new enhancement requests.
• Create user stories with acceptance criteria from new enhancement requests for new features as well as create defects to fix identified bugs in the system.
• Work with different process owners to groom the Stories in the Product backlog, prioritize them and add them into the next available Sprint and Release.
• Lead and manage Scrum activities in the absence of a Scrum Master or Program Manager for a project.
• Work with the QA team to test new development work and assist with test case creation.
• Create and submit change request for stories that are ready to be moved forward for CABs approval.
• Attend CAB meetings to articulate stories that have been submitted for a change request and answer any questions that may be presented by the CAB.
• Engage users in demo sessions to drive them through new development work that have been done per their request before it is handed over to them for UAT and request for push to PROD sign-off.
• Prepare release notes and send same out to the stakeholders prior to a PROD release so as to ensure the users are aware of the planned change.
• Participated in requirement gathering sessions to build Learning Management (Custom built) application/modules on ServiceNow and continually work with team to intake new request to enhance and fix defects for the application.
• Worked on different integration with customers/vendor systems: WeChat, Jira, Netcool, SDP, BMC Remedy, Blue-X (CN) SDP local system and Lenovo (CN) local system.
• Worked with stakeholders to perform gap analysis on the “as is” process and advice on how to achieve the desired /“should be” process.
• Prepare training materials and train users on new features and functionalities on ServiceNow.
• Participated in regression testing for ServiceNow Fuji to Geneva and Geneva to Helsinki upgrade projects.

Confidential

ServiceNow Business Analyst

Responsibilities:

• Gather and validate requirements from Process Owners for different application/module enhancements: Service Catalog, Request Fulfillment process, Self Service Portal, Incident Management process, Problem Management, Change Management and Knowledge Management.
• Work with Process Owners in prioritizing stories in the stories backlog (stories & defects) while engaging them in a grooming session.
• Attend and participate in daily Scrum Meeting to facilitate current development work and ensure deliverables are met within the Sprint Life Cycle.
• Review and approve Change requests based on the Justification, Change Plan, Back out plan, Test plan and attached documentations (such as SOX, where applicable).
• Prepare training documentations, Quick Reference Cards (QRCs) and train identified users.
• Participated in end-to-end testing as well as regression testing for ServiceNow Eureka to Fuji upgrade projects.
• Worked closely with the Q.A team to create test cases and ensure the Standard test case repository was kept up to date.
• Conducted regular system health checks and make recommendations to the Product Owner on how to improve the systems.
• Worked on continuous improvement of Knowledge Management and facilitated the integration with Incident and Problem Management process.

Confidential

Business Process Consultant

Responsibilities:

• Work closely with Product Owner and Process Owners to manage Product backlog and facilitate product enhancement based on project deliverables.
• Participate in process improvement by focusing on different continuous service improvement methods and educating team members on process management methods.
• Analyze workflows, business processes and applications to enhance, automate and expedite process improvements.
• Conducts Impact assessment of process changes.
• Identify opportunities for business process improvements based on the existing IT services and work with the customer to implement the identified opportunities.
• Participated in Service Catalogs creation process including catalog items and categories definitions, tasks creations and workflows definition.
• Interact with IT Operations to ensure Knowledge Management practices are consistently applied in resolving incidents thereby facilitating resolution of incidents at Level 1 support.

Confidential

Application Support Analyst

Responsibilities:

• Support both the Business Unit and Engineering team to facilitate roll out of new applications.
• Develop Business Requirement and Functional Requirement for systems development.
• Identify service and support deficiencies, and recommend immediate fix of defects.
• Prepare and continuously update supporting documents (Policies, Standards, Methodologies, and Modeling documents) to ensure compliance with Tripod base.
• Develop Service Level Management processes and negotiate achievable service level agreements, ensure they are met, monitor and report on service levels and hold regular service reviews with customers.
• Work with QA team during unit testing and facilitate UAT with the end users.
• Create, run or modify standard and/or customized reports as requested by Senior Management.