PROFILE 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 effective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for effective 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.

SOFTWARE TOOLS:

• ServiceNow, ServiceNow PPM, Jira, Rally, Remedy, Lotus Notes, PEGA, Citrix, Cisco, SDLC, MS Project, SharePoint, Outlook, Microsoft Office Suite, Salesforce.com CRM, MS Visio, ERP: SAP
• Excellent use of mock-ups, use cases, process scenarios and process flow diagrams

ACHIEVEMENTS:

• Revamped ITSM processes with focus on Service Catalog, Request Fulfillment, Incident Management, Problem Management for IT service enrichment and user experience in the Service Portal
• Reduced incidents out of SLA by 60% in 6months with focus on high priority incidents
• Out of the Box functionality adoption on Service Catalog by structuring over 270 catalog items into the appropriate service categories with right workflow and approvals in the 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 the 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 the correct assignment group
• Facilitate automation and routing of incident tickets to the 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 the correct Affected 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 the Service Catalog taxonomy to maintain the 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 Certificate, 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 the 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 effective communication and process maturity
• Improved communication to notify impacted Service owners for P1 & P2 Incidents
• Improved communication to notify Service Owners when more than 10 incidents are logged for the 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 Affected Services with more incidents by 25% in 3months through data cleaning of unknown CI

PARTICIPATED IN THE FOLLOWING KEY PROJECTS:

• 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 the Service Portal
• Facilitated the 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 training plan and documents & execute global ServiceNow end user and fulfiller training as part of knowledge transfer to teams & Train the trainers on IT processes within ServiceNow

WORK EXPERIENCE

Confidential

ITSM Process Consultant 

• 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-the-Box capabilities
• Continually review, challenge and optimize the effectiveness of IT Service Management delivery, ServiceNow platform and the 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 the 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 the development of future functional requirements and help ensure the IT process governance is adhered to
• Work with key stakeholders to gather & interpret business needs in a DevOps through enhancements intake process

CALIFORNIA

Sr. ServiceNow Business Analyst Lead

• 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 the Box functionality consistently to reduce customization on ServiceNow platform
• Assisted in onboarding of CIs and assets into the 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 the use of baseline differences in the CMDB to update CIs, their attributes and relationships
• Participated in Detailed Platform Assessment with ServiceNow Engagement team
• Captured requirements for the design of SACM, Discovery and Service Mapping dashboards respectively
• Performed regularly health check on CMDB CI table hierarchy and facilitated the updates of CI status & periodic ITSM process audit for other ITSM processes.
• Assisted in the cleanup of duplicate CIs in the CMDB through ServiceNow discovery
• Engaged in requirement reviews to verify enhancements intent  & business value outcome of the enhancements.
• Reviewed Change requests and provide approval for Infrastructure Change Requests to promote new Services into Production in ServiceNow
• Facilitated the 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 the adverse impact of incidents and problems on the business that are caused by underlying errors within the 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 the 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 the IT service request fulfillment process for enhancements intake of catalog items.

HOUSTON,TEXAS

I.T Business Analyst

• 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 the CMDB
• Facilitated meetings with stakeholders to gather and document requirements and explore technical solutions.
• Assisted in the 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 the 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 the submission, review and authorization of Change Requests.
• Developed the 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 the ITSM processes and collaborate on continuous improvement and quality of service

HOUSTON, TEXAS

SAP Support Analyst

• Provided L1 / L2 support for SAP Security & Basis team in processing user access requests (U.S & Canada) on daily basis for ECC/APW/BOBJ access and grant roles to users
• Gathered & 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 the 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 test scenarios, training as needed & UAT
• Provided approval for SAP tickets and assigned to specific SAP assignment group for fulfillment

HOUSTON, TEXAS

Business Process Support

• 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 the advocate for the 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-the-box capabilities
• Acted as ServiceNow training documents reviewer prior to uploading in team training 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

HOUSTON, TX

ServiceNow Analyst

• Gathered 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 the customer with testing.
• Aligned SLA/OLA in order to achieve better service throughout the commercial customer base.

SAP Business Analyst 

• Gathered detailed business requirements from business users for support work, approved projects and enhancements to existing SAP configuration or development objects.
• Performed fit gap analysis and other test scenarios, scripts & training as needed & User Acceptance testing
• Served as a liaison between Application Development team and the business units
• Worked with Business Stakeholders, IT Infrastructure teams, and Development teams to ensure that business requirements are properly configured within SAP
• Partnered with the business and other IT teams to provide innovative ideas to solve business or technological challenges in SAP implementation.
• Worked with senior team members and the team lead to perform quality reviews at the requirements, design and development phases and to pass stage gates
• Engaged in weekly requirements grooming of story backlog with process owners/team

ITSM Project Manager

• Engaged in ITSM transformation solutions based on ITIL best practices aligning process, people and technology providing integrated enterprise-wide business solutions within the 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 the development and test teams
• Assisted team in project scoreboard and report project status
• Create and execute product roadmap to achieve the business goals and strategy

ITSM Business Consultant 

Responsibilities:

• To identify and document business needs and translate those needs into formal Scope and Design documents, and assist with the testing and implementation of the 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.