PROFESSIONAL SUMMARY:

• Great experience in IT service Management processes such as Reporting, Self Service portal, Service Catalog, Incident & Problem Management, Change Management, Configuration and Asset Management in ServiceNow
• Participated in upgrade project in ServiceNow Eureka to Fuji, Fuji to Geneva and Geneva to Helsinki in the pipeline with focus on Service Catalog, Self Service portal and Change Management.
• Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module, particularly relying on scorecards, dashboards and widgets.
• Perform Business Requirements gathering, data validation & data mapping review, Business Process flow, Business Process Modeling.
• Assess and evaluated existing Change Management Process
• 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.
• Proficient in analyzing and creating Narrative Use Cases, User Stories, and flow diagrams.
• Excellent skills in facilitating Joint Application Development (JAD) for eliciting functional requirements that support the High Level business requirements.
• 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
• Working knowledge of Change management and Release/deployment management
• Experience in working and coordinating with distributed team in onsite- offshore model.
• Outstanding written and verbal skills with explicit attention to detail during requirements elicitation.
• Excellent Interpersonal, and Analytical skills, with ability to handle challenges under pressure with ease.
• Good working knowledge of ServiceNow(ITSM tool)
• Good working knowledge of Project Portfolio Management application (PPM)
• SDLC Methodology
• Microsoft Office Suite, Visio
• WebEx
• Snagit
• Team work and people management skills
• Excellent written and verbal communication skills.
• Strong presentation and report writing skills.
• Ability to exhibit a consistent professional and positive attitude.
• Ability to multi-task and prioritize based on business environment/needs.
• Ability to quickly learn various processes and procedures.
• Proven ability to work independently to meet deadlines.
• Ability to manage stress and handle difficult situations in a professional manner.
• Strong problem solving and analytical skills.
• Proven negotiation skills.
• Strong interpersonal skills.
• Pro-active, self-motivated, results oriented individual.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Business Analyst

Responsibilities:

• Involved in all phases of Software development life cycle (SDLC) using Agile Scrum methodology.
• Conferred with Business Users to elicit requirements.
• Coordinated relationships with business & technical teams to detail user stories (requirements) to be approved for Sprint & Release planning.
• Provided demo of passed stories for process owners to obtain approvals before deployment to production instance.
• Involved in Troubleshooting and Operational Support
• Conducted and participated in sprint planning meeting
• Created material for end user
• 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.
• Review existing IT processes in ServiceNow to identify areas of improvement and enhancement.
• Experience developing stories and grooming backlogs
• 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
• Managed and tracked change control process of requirements and design changes. Documented the changes, issues and their impact on the system design and delivery.
• Created and Maintained Test Plans, Test Scenarios, Test Cases and collect Test Data for successful completion of Integration Testing and Functional Testing
• 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.
• Assisted stakeholders in defining the enhancements of major incidents and handling of misrouted tickets and ensure aged incident tickets (e.g. On Hold state) are resolved.
• Assisted Process & Service Owners in continuous process improvements and enhancements by encouraging continuous automation of incident, change & problem management process on ServiceNow platform.
• Develop and run global “ITSM monthly Performance metrics report” with scheduled reports in ServiceNow and compare with IT Services Scorecard with focus on strategic KPIs.
• Defined and create filter conditions, tables and new KPI source for performance metrics relating to incidents, problem, catalog task metrics, change and met response/resolution SLA.
• Assisted the Service Catalog and Request Fulfillment Process Owners in the end to end process of reclassifying the catalog items in the record producers on the portal and classic view for improved user visibility and easy navigation

Confidential

Business Analyst

Responsibilities:

• Worked with the business Stakeholders and SME’s to define business requirements and analyze the functional requirements
• 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 also to reduce the turn-around time of deliverables
• Prepared and presented Business Requirement Document (BRD) and Functional Requirement Document (FRD)
• Managed day-to-day project activities and coordinated tasks with other teams.
• Performed Gap analysis by identifying existing technologies, documenting the enhancements to meet the end state requirements
• 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
• 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
• Provided support for User Acceptance Testing with UAT cases and resolved issues with the users.

Confidential

SCM (Procurement/Inventory Specialist)

Responsibilities:

• Analyzes bids for specification compliance, prices, delivery commitments and past performance; utilized online systems as a resource for procurement.
• Negotiated with suppliers to obtain products at the best cost in order to ensure end-users needs are met; negotiated delivery, terms and conditions, and pricing.
• Coordinated the procurement of all materials, products/services and equipment necessary to fulfill the requirements of the Purchase Request.
• Processed and completed purchase orders; placed orders; verified receipt of purchase.
• Maintained communication with suppliers during course of procurement action in order to ensure timely delivery in compliance with the requirements of the procurement document.
• Processed and completed moderately complex purchase orders; determined prices from available vendors, which meet cost and quality guidelines; placed orders; verified receipt of purchase.
• Maintained approved supplier/vendor database.
• Monitored supplier/vendor performance through the administration of supplier/vendor measurement programs; made recommendations for additions to and deletions from the supplier/vendor database as appropriate.
• Conducted negotiations with suppliers to obtain products at the best quantity and cost in order to ensure end-users needs are met; negotiates delivery, terms and conditions, and pricing.
• Identified future procurement opportunities to further procurement strategies.
• Coordinated with accounts payable to resolve any credit holds or complex pricing problems in order to ensure prompt payment and avoid delays to end user; coordinated with receiving departments to resolve receipt problems promptly so as to not cause any delay to end users.
• Solicited suppliers/vendors for materials/products/services through formal Requests for Services (FRS) and/or Requests for Proposals (RFPs) and informal channels.
• Received and evaluates proposals, quotations, and bids for acquisitions.
• Maintained communication with suppliers during course of procurement action in order to ensure timely delivery in compliance with the requirements of the procurement document.
• 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.