PROFESSIONAL SUMMARY:

• Comprehensive 8+ years of professional IT industry experience relevant to program and multi project management, handling business critical assignments with excellence as Business Analyst. With 4 years of hands on experience providing IT Service Management Solutions in IT Infrastructure with expertise in the ServiceNow
• Design and engineer solutions leveraging all appropriate components offered by Service - Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Strong Implementation skills developed through years of tool Customization and Integration assignments with Service Now ITSM product.
• Expertise in implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.
• Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports .
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc
• Implementing and customizing Business rules, with JavaScript code and HTML
• Maintaining customizations across instances with Update sets.
• Knowledge of Oracle 10g/9i, Teradata, Tomcat 4.0, SQL server and reporting tools.
• Wide experience in using and technical assessment, business process tools, MS Project, MS Excel, MS Visio, Micro Strategy, Data Warehouse, Data Modeling and Design.
• Knowledge of using other BI tools, Micro strategy, Microsoft BI.
• Good understanding Cloud computing concepts and integration with BI tools.
• Ability to create training materials, job aids with an emphasis on end user perspective
• Good interpersonal skills to articulate requirements, with management, employees, and the client.

PROFESSIONAL EXPERIENCE:

Confidential, Westlake, TX

ServiceNow Admin/ Developer

Responsibilities:

• As a part of Tools and platform team, involved in pre cloning process of different instances
• T3 level Support team member, contributing to resolve the ESS user issues.
• Coordinate with my team, what ticket would be assigned to who.
• Migration of customizations and enhancements from instance to instance.
• Involved in testing of Eureka patch 10 implementation.
• Creation of Business Rule, UI Action by using Glide script.
• Involved in Upgrading Remedy ITSM application from 6.3 to 7.5 and 7.5 to 7.6x
• Coordinate with offshore in development to work in the task assigned to our team.
• Developed the rules for approvers regarding his/her title in the company
• Provide complex customizations utilizing UI Policies, UI Actions, Script Includes, Business rules, clients scripts, and ACLs.
• Make a Report about the activities of ServiceNow one per month
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Checking of server logs as part of tools team in resolving incidents with integrations
• Analyzing Mid server logs for rising complex hi ticket incidents.
• Workflow customizations during upgrades.

Confidential, Richardson, TX

ServiceNow Developer

Responsibilities:

• Provided direction and development work in a highly customized instance of ServiceNow as an internally-hosted setting.
• Also worked to optimize existing scripting and business rules to improve performance.
• Simplification of forms to get a best performance, Creation of a calendar and reports to scheduling all the tickets, and Management of different views depending the user and categories.
• Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection
• Estimate the Level of Effort for some project, and analyzing the codes of different partners.
• Coordinate with offshore in development to work in the task assigned to our team.
• Collaborate that code is upload successful to others instances.
• Creating a new module to management of finances and warehouse stocktaking.
• Trigger automatically a report about the specification of a ticket and also update automatically the status of a ticket with java script and HTML.
• Creation of a workflow for PDA requests.
• Automation of Email creation (Runbook).
• Help in the creation to automation to add a new user in the system.
• Upload the changes each week to different instances.
• To give maintain to some workflows and items periodically.
• Inform about the incident with a high priority.

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Provide remote system administration support and development of modules Service Catalog, Incident, Problem, Change, CMDB, Runbook Automation, Release Management, Asset Management, Software Asset Management, and Contract Management applications
• Provide complex customizations utilizing UI Policies, UI Actions, Script Includes, Business rules, clients scripts, and ACLs
• Content Management, customized with java scripts for incident's assigned to only restricted users.
• Configured and customized various modules like Service-now Incident Management, Problem Management module, Change Management module
• Integrated Service-now CMDB/BSM module with Service-now Incident Management module
• Deployed, configured and customized Service-now Service Request Management module
• Provided weekly KPI reports to upper management
• Create and configure Service Request Items in Service-now
• Customize and configure CMDB module in Service-now. Import data into appropriate classes
• Configure Update Sets for migration to multiple environments
• Expertise in all the Administration Modules(under Application Starts with System in SN)
• Communication with the Client, Business users, On-site Co-coordinator and other teams.
• Tracking the project at all levels with the help of SDLC SCRUM Module under Service Now.
• Attending update meetings with the client and planning the activities in the best interest of the client's business
• Analysis of Defects faced in the project and to keep track of defects using SDLC SCRUM
• Responsible for the Administrator work on Service-now.

Confidential, Hillsboro, OR

Service Now Developer

Responsibilities:

• Implemented auto-ticketing improving incident metric capture and reporting.
• Responsible for advising customers on risk and impacts on business processes and technical architecture in the Service-Now platform Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create knowledge base articles in Wiki markup language or HTML and JavaScript.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Responsible for managing UAT, Test, Training, and Production instances of Service-Now
• Involved in development of screen tailoring, custom UI action, UI policy, reports, workflow, business rules, client scripts.
• Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes .
• Build out of over 30 Service Catalog items with associated workflows.
• Implementation of ServiceNow loaner application with custom of workflow and task delegation.

Confidential, Houston, TX

Sr. Business Analyst

Responsibilities:

• Analyzing the specifications provided by the clients and Developing specification documents for reports as per client requirements.
• Created User groups and roles to manage security in Cognos Connection and Access rights of the reports for the end users.
• Developed and Published Packages in Framework Manager, Connecting and testing Data Source, created database layer, physical layer and presentation layer, defining appropriate relationship between query subjects and fact tables.
• Developed FM Model against Star, Snowflake and Fact Constellation Data Models..
• Created Lists, Grouped Crosstab, and Reports with calculated fields and Conditional formatting, Conditional Page layout, Sections, page Breaks, sorting, summaries, grouping, drill down/up.
• Applied grouping and associated the data with group functionality, Performed aggregate functions on calculations in report studio.
• Creating the Cubes based on the requirements and creating the drill through reports for the cubes and provided training to the end users.
• Scheduled to trigger reports based on an event using Event Studio.
• Updated stored procedures, database views as per user requirements.
• Trained the end users to effectively use the reporting tool to build and customize their ad-hoc reports.
• Created documentation for the complete project life cycle and mentored the End Users with technical support.

Confidential, Bentonville, AR

Business Analyst

Responsibilities:

• Interviewed the Business team to gather relevant business requirements, wants/ needs concerning the project and documented the requirements using BRD’s and FSD’s.
• Conducted JAD Sessions with SMEs, end users to resolve what data should be shown in the initial phase.
• Involved in the SDLC including requirements gathering, designing, developing, testing, and release to the working environment. Developed and maintained Requirement Traceability Matrix (RTM).
• Performed thorough GAP Analysis to check the compatibility of the existing software functionalities with the new business requirements.
• Drive and facilitate key discussions with respective business areas and leads to navigate discovery of scope and assess/architect resolution options.
• Performed business process mapping for change requests and new requirements.
• Attended meetings with the SMEs and technical lead to discuss the enhancement issues and bridge the gap for future design modifications.
• Responsible for gathering requirements (BRD), writing functional specifications (FSD) and use cases for the application.
• Analyzed, documented and managed requirements as well as changes to requirements using Rational Requisite Pro.
• Developed use case diagrams, use case models and class diagrams based on UML methodology.
• Utilized Rational Unified Process (RUP) to configure and develop process, standards, and procedures.
• Conducted UAT in the final phase of software development process to check the functionality of the Designed and implemented basic SQL queries for QA testing and report / data validation software.
• Developed estimates, project plans (Microsoft project), training material, BI reports using Micro strategy.
• Compiled, tabulated and coded statistical reports using pivot tables to produce spreadsheets, graphs and databases.

Confidential

Business Analyst

Responsibilities:

• Developed Data Flow Diagrams, Work Flows, Process Flows, and Entity Relationship Diagrams in MS Visio, and analyzed them to create “AS IS” and “TO BE” scenarios.
• Interacted with department heads to finalize business requirements, functional requirements and technical requirements and also created Business process model.
• Facilitated JRP sessions between technical and regulatory teams for meeting requirements as well as solving problems on a daily basis.
• Performed Requirement Analysis by gathering both functional and non-functional requirements based on interactions with the process owners & stake holders and document analysis, represented them in Requirements Traceability Matrix (RTM).
• Involved in creation and reviewing of Functional Specifications and created a Functional Requirement Document.
• Led and conducted JAD sessions for requirements gathering, analysis and design of the system.
• Conducted JAD sessions, created Use Cases, work flows, screen shots and Power Point presentations for the Web Applications.
• Provide implementation assessment, strategy, and mentoring services for Rational Rose, UML and RUP.
• Created and maintained Narrative Use Cases (Business Use Cases, System Use Cases).
• Followed the adaptive RUP framework for the whole Project life cycle (PLC).
• Fine-tuned search engines and pulled data from different databases and migrated data back and forth using.
• Designed and developed, Use Cases, Activity Diagrams, Sequence Diagrams, OOAD, Visio and Business Process Modeling.
• Teamed up with both internal and external software development groups to provide functional requirements specifications in form of use cases, business process flows, and prototypes and management reporting requirements.
• Assisted in data mart design and prototyping.
• Involved in creation and execution of manual test cases in Mercury Test Director and automated Test Cases in QTP and analyzed the Test Results.