SUMMARY:

• Business Analyst with 5 years of experience supporting business solution software and analyzing business operations. Aiming to utilize my strong prioritization skills in ServiceNow Service Catalog, Request Fulfilment, Service Asset, Configuration, SLA and Problem to be able to analytical achieve the goals of your company and to also perform analysis to ensure Out of the Box functionality is maintained consistently.

SKILL:

• Experience in ServiceNow, CMDB, Host Management and ITIL Foundation.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Experience in Agile: Capturing User Stories, prioritize backlog, write acceptance criteria and work in sprint cycles.
• Familiar with Service Desk function, Event, Problem and Change Management processes.
• Familiar with Knowledge Management
• 5 years of relevant work experience.
• Experience with Monitoring and ITSM tools.
• Excellent written and verbal communication skills, especially technical writings.
• Excellent presentation skills, comfortable speaking in front of groups and conducting meetings with all levels of IT, business and external vendors.
• Ability to work in fast paced environment, with multiple technical and non - technical teams.
• Excellent time management and planning capabilities.
• Strong interpersonal and communication skills with the ability to be persuasive yet diplomatic.

SOFTWARE TOOLS: ServiceNow, ServiceNow PPM, Jira, Outlook, Microsoft Office Suite, SDLC

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

ServiceNow Business Analyst

Responsibilities:

• Establish and maintain high level of incident ownership
• Prepare Business Requirement Documentation for Service Desk Enhancement/Implementation in the requirement analysis phase of the SDLC
• Manage high level functional and technical issues affecting various line of business IT environment and prioritize the resolution with business and IT teams in the disposition phase of SDLC
• Analyze the nature of queries and customer problems and provided suitable solutions with satisfactory timescales based on SLA
• Engage in requirement gathering and documentation process
• Coordinate project status update meetings. documents and reports on issues to stakeholders, team members and executive management
• Engage in weekly requirement grooming, story backlog process with process owners/team for Service Catalog, Change, Service Portal and Problem
• Part of the team that migrated my company from IBM Maximo software to ServiceNow
• Provide demo or passed stories for clients or process owner to obtain sign off in UAT instance
• Facilitate process design sessions to document detailed process flows
• Translate functional user requirements into technical requirements
• Liaison between IT and business requesters and ServiceNow development team
• Communicate with requesting parties with status updates of development and enhancement requests
• Interact with process and application owners to ensure that requirements are being satisfied
• Ensure requests are documented with latest information
• Provide timely information as required to aid training and communication
• Provide support to development and team throughout each release cycle
• Coordinate with testing team to ensure defect free releases

Systems Process Support

Responsibilities:

• Provided quick and accurate responds to process and system issues escalated from the 1st level Help Desk (Technology Connection)
• Researched issues to understand potential root cause
• Acted as the primary contact with sales and fulfillment team members to research and communicate solutions
• Collaborated with my team members to assess system issues, define potential resolution and work-arounds
• Effectively communicated with both technical and business focused team members
• Acted as a liaison between client area and technical organization by planning, conducting, and directing the analysis of complex business problems to be solved with automated systems
• Worked with user groups to provide training, resolve questions, assess user needs, and recommend changes
• Acted as internal consultant within technology and business groups by using quality tools and process definition/improvement to reengineer technical processes for greater efficiencies
• Assisted in coordinating the process integration between incidents with other related records and reviewed existing service catalog and request fulfilment.
• Estimated, logged and analyzed all requests for incident assistance, and enhancement.
• Provided direction and/or guidance to less experienced staff

ServiceNow Business Analyst

Responsibilities:

• Developed business architecture using requirements such as scope, processes, alternatives, and risks.
• Led Agile business requirement gathering sessions and design sessions with users in workshop setting
• Conducted different levels of testing including functional, user acceptance, integration and performance to verify the client’s needs are met.
• Worked closely with stakeholders to understand their Business Processes, including current state and the desired “to-be” state and documentation of requirements and conceptual design from which application and solutions are developed.
• Communicated with client’s business requirements by constructing easy-to-understand data and process models.
• Provided input into developing and modifying systems to meet client needs and develop business Analyze client’s business requirements and processes through document analysis, interviews, workshops, and workflow analysis.
• Managed and prioritize a backlog of user stories
• Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.

ITSM Business Analyst

Responsibilities:

• Engaged client in gathering software requirements/business rules, and ensure alignment with development teams
• Identified and reconciled errors in client data to ensure accurate business requirements.
• Translated stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.
• Was responsible for interfacing with related process areas (Service Desk, Problem Management, etc.) to ensure seamless service management hand offs.
• Evaluated risks related to requirements implementation, testing processes, project communications, and training saving the company on average $5,000+.
• Drafted and maintained business requirements and aligned them with functional and technical requirements.
• Facilitated monthly meetings with clients to document requirements and explore potential solutions.
• Analyzed business processes and documents functional requirements to increase operational maturity.
• Translated and documented the clients needs into actionable requirements.
• Developed use cases, process diagrams, and requirements documentation.
• Collaborated with clients and Fruition project 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 provided timely status reports to project manager.
• Communicated technical problems and solutions to both technical and non-technical audiences.
• Built positive relationships with clients by providing excellent service/support and consistent communication as appropriate.
• Performed accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing.