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Business Analyst Resume

Dallas, TX


  • IT Professional Business Analyst and Process Consultant having more than 14+Years of experience in IT Service Management, SDLC, and ITIL project life cycle Processes.
  • In - depth knowledge of the technical implementation of Configuration and Asset Management, Change Management, Incident Management, Problem Management, Service Catalog, Reporting, Discovery.
  • Experience in designing, developing, customizing & administering ITSM suite of applications
  • Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps& developing scripted WebServices.
  • Experienced in Property and Casualty Domain and Billing Experience as a Business Analyst
  • Excellent experience in analyzing and document business requirements and system functional specifications including use cases, activity, sequence, data flow, collaboration, class diagrams and wireframe prototypes.
  • Proficient in coordinating and collaborating with the client’s IT enabled Business Service leaders to provide a holistic approach to reduce over cost of maintenance.
  • Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
  • Strong experience on testing methodologies and experience on Preparation of design documents and support for Integration Testing&UAT.
  • Experience in implementation of Business Rules, Date Dictionary, UI actions, UI Policies, Client scripts and validations Scripts.
  • Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • Involve in analyzing the requirements and Change Management activities for new enhancement process for organizational change and application change in the wok around.
  • Monitoring the Review Test Cases and Code also data support team globally.
  • Enhancement coordination, discussion and Project release responsibilities and maintain with the tech team and helping process related activities.
  • Implementation of custom dashboards, reporting as well as Staff assessment on ITSM & ITIL Processes.
  • Attention to detail, proven multitask dexterity, analytical and programming savvy, complex problem solving abilities from operational and technical perspective, and excellent Interpersonal skills.


IT Software: BMC CMDB, BMC Atrium Discovery and Dependency Mapping (ADDM),BMC Remedy ARS, BMC Atrium Integrator, BMC Proactive Net and BMC Portal, BMC Event & Impact Manager, BMC Remedy Mid-Tier, Apache Tomcat (5.5,6.0), IIS 6.x,7.x, BMC Analytics 7.6.05, SAP BOXI R 3.1 SP5, BMC Dashboards.

ITSM Modules: Configuration & Asset Management, Incident Management, Change Management, Problem Management, Service catalog, SRM (Service Request Management), Knowledge, License Management.

Data Bases: Oracle 9i, 10g, 11g, SQL Server 2005-2008. Oracle, SQL Server - Programming, Scripts & Stored Procedures, MY SQL, Access.

Operating System: UNIX, LINUX, Windows NT, Sun Solaris, Windows XP, Window Server 08, UNIX scripting, Windows Scripts, Batch Files, Jobs.

Languages: Core JAVA, PL/SQL, HTML, XML.


Confidential, Dallas TX

Business analyst


  • Responsible to look over Globally Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
  • Responsibility to design and development of Reports and monitor the ITIL Service delivery via process mapping audits and design the procedure.
  • Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
  • Responsibility to work with Project management to improve the daily base operation.
  • Responsibility to update the dash board and make visibility to all employees and reporting tool.
  • Handling Day to day IM/PM and CM tickets according to the Priority.
  • Coordinate Problem Management team and Incident management
  • Find root cause analyzing about the fail changes and the services.
  • Coordinate with other team like testing team and onsite.
  • According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
  • Conduct employee focus groups to ensure a thorough understanding of the issues.
  • Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
  • Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
  • Responsible to Develop, evaluate and present the weekly and monthly change management metrics to Executive management.
  • Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
  • Actively developed and deployed modules for Servicenow: HRCase, Impact analysis, Call Module, On Call Module, Incident Management, Change Management, Visual Task boards, Forms, Knowledge base V3, etc
  • Assisted process owners in maturing and streamline processes.
  • Assist with the direction of the platform from a holistic view
  • Work with project teams to integrate change management activities into the overall project plan.
  • Find root cause analyzing about the fail changes and the services.
  • According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
  • Conduct employee focus groups to ensure a thorough understanding of the issues.
  • Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
Confidential, Boston, MA

Business Analyst


  • Created many standard workflows and Design and development of Reports which are being re-used and propagated and handled many custom events.
  • Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
  • Great knowledge and experience on Eureka, Fuji, and Geneva.
  • Gathered requirement from users for attributes needed to develop Service Catalog items.
  • Great experience in Agile and Scrum Methodologies.
  • Manage data with tables, the configuration management database (CMDB), import sets and update sets.
  • Engage in Servicenow requirements (Technology Services, On boarding services etc.) for application development, design and deployment
  • Perform requirements gathering and validate requirements with process owners for process enhancement.
  • Engage in building user training documentations in Servicenow-Visual Task Board, Fuji UI15, Managing Service Metrics, and Applications Support Tree Initiatives etc.
  • Collect, review, analyze, manage, backlogs (users stories & defects) from process owners and Service Owners
  • Coordinate relationships business& technical teams to detail user stories (requirements) to be approved for Sprint & Release plans.
  • Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
  • Provide demo of passed stories for process owners to obtain approvals.
  • Collaborate with IT process owners to develop global solutions for optimal IT service delivery.
  • Review existing IT processes to identify areas of improvements & enhancements.
  • Assist in coordinating the process integration and review existing service catalog & request fulfillment.
  • Liaised between IT and business to gather & validate requirements on different levels of projects.
  • Developed and run global "ITSM monthly Performance metrics report" with scheduled reports and compare with IT Services Scorecard with focus on strategic KPIs.
  • Modified filter conditions, tables and new KPI source for performance metrics relating to incidents, problem, catalog task metrics, change and met response/resolution SLA
  • 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.
  • Assisted in enhancing Technology Self Service portal to meet users' needs
  • Assisted in the enhancement of Service Catalog for optimal service delivery
  • Knowledge of Supplier Management along with related CIs and business services for business critical applications management Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
  • Created transform maps both automatic field mapping and scripting.
  • Developed UI Actions, script includes and Business rules for overall platform.

Business Analyst


  • Involved in business analysis and project management, coordinating between the team members, and creating test plans according to the business requirements
  • Built requirements based on IT SMEs (Subject Matter Experts), partnered with Business heads and SMEs.
  • Involved in writing the Functional Requirement Documents (FRD) and getting the sign-offs from users.
  • Created Business Requirements and converted them into System Requirement Specifications
  • Worked on SCRUM Project Management and Agile Methodologies for Software Development Life Cycle
  • Created Use case scenarios according to business needs and specifications and Implemented UML methodologies to design Use Case Diagrams, Data Flow Diagrams, Activity Diagrams, Sequence Diagram and ER diagrams
  • Generated various SQL queries whenever required.
  • Mapped all as-is business processes using BPMN standards on MS Visio.
  • Participated in Design walk-through with end users to baseline the business architecture.
  • Performed GAP analysis on the existing solution and its transition into the new HIPAA 5010.
  • Managed the requirements change requests with ITIL framework.
  • Involved in preparing a simple and detailed User manual for the application, for an intended user.
  • Gathered user and business requirements through interviews, surveys, prototyping, and UI (User Interface).
  • Stored and modified requirements in MS Word.
  • Analyzed and prioritized user and business requirements as system requirements that must be included while developing the software.
  • Prepared Logical Data Models that contained set of diagrams, Business Requirement Documents, and supporting documents containing the essential business elements, detailed definitions, and descriptions of the relationships between the actors.
  • Planned and defined system requirements to Use Case, Use Case Scenario, and Use Case Narrative using the UML (Unified Modeling Language) methodologies.
  • Created Use Case Diagrams, Activity Diagrams, Sequence Diagrams in MS Visio.
  • Worked on Wire frames during the Elaboration Phase
  • Conducted JAD sessions with management, SME, vendors, users and other stakeholders for open and pending issues.
  • Created and managed project templates, Use Case project templates, requirement types, and traceability relationships in RequisitePro.
  • Authored progress and completion reports which were then submitted to project management on a weekly basis.
  • Created test cases and test scripts to check the functionality of application (UAT).
  • Performed manual front-end testing to check all functionalities of different modules.
  • Suggested measures and recommendations to improve the current application performance.
Confidential, Jersey City NJ

Servicenow developer


  • Worked with client and gathered functional requirements within Servicenow.
  • Facilitated rollout of new applications and modules.
  • Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
  • Created Service Catalog and Request Workflow Design and Configuration.
  • Designed the Content Management System for Varian system which involved layout, CSS and service catalog work.
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Created Buttons and context menus both on form and lists using UI actions.
  • Designed many email templates by using html and jelly scripting and used them in notifications.
  • Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
  • Worked on the integration of Servicenow with Siebel, integrated Service Catalog and Incident module.
  • Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
  • Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Resolved typical Users access and roles issues by checking active directory and users table.
Confidential, Miami Fl

ITSM Jr. Developer


  • Gathered Requirements, translated the requirements into specifications.
  • Discussed the specifications with Development team before code was developed.
  • Reviewed the developed product with Development before the release cycle and worked with Development to fix issues.
  • Tested the pre-release code in User Acceptance Testing Environment and opened tickets for any possible issues.
  • Conducted JAD sessions to allow different stakeholders to communicate and define business requirements to enable me create BRD for better understanding of the business process.
  • Used Agile Methodology to minimize risk by implementing software development in short time boxes or iterations.
  • Developing System level Availability Reports for all the monitored applications according to Clients Requirements using Crystal Reports.

Jr ITSM Developer


  • Demonstrated skills in IT operations with a technical focus on IT asset management, discovery, license management, and configuration management (CMDB).
  • Perform ITIL maturity assessments.
  • Design solutions for Green IT infrastructures
  • Architect solutions for ITAM solutions
  • Demonstrated business effectiveness skills such as establishing total cost of ownership (TCO) models for IT assets and developing a cost savings business case for same.
  • Delivery of solutions to the customers to change current operations.
  • Implement technology changes and process changes.
  • A foundation understanding of ITIL (Service Support, Service Delivery, and Business Services Management).
  • Designing and implementing ITAM solutions.
  • Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
  • Experience in project management and detailed technical planning.
  • Implementing ITAM processes, policies and procedures.
  • Assessing existing ITAM systems for improvements.
  • Writing scripts for automation of tasks (e.g. workflow, reporting, etc)
  • Generate detailed process and technical documentation
  • Manage projects to complete customer requirements for Altiris products.
  • Perform fact finding meeting with customers to gather solution requirements
  • Perform system demonstrations for potential customers.
  • Implement Asset Management Solutions on project basis.
  • Develop Business process to support the proposed solutions.
  • Develop processes around Software Asset Management.
  • Propose best practice recommendations on Asset Management.
  • Implementation of Bar Code/RFID solutions for various customers
  • Produce reports using Excel from the Altiris Solutions.
  • Design asset solutions to manage T1, WAN, and other networking devices.
  • Integration activities with HP, SMS, and BMC products
  • Implement and design Altiris CMDB solutions for customers.

Change Coordinator


  • Working as change manager for Network team where I handle changes related to Avaya, voice gateways devices and other network devices.
  • Worked for release management for the major release like ECM Migration and other
  • Receiving a change request (RFC), reviewing it for completeness, assessing, approving or rejecting, and if approved, scheduling and monitoring the implementation of the change
  • Manage change records within agreed time frame to closure.
  • Taking the ownership of the entire change cycle, from creating change record to closing the status of the change.
  • Raising changes in TSRM tool and preparing CAB reports
  • Building and maintaining the consolidated Change schedule.
  • Communicating changes that have been identified as having pervasive impact of the change controller and other change controllers in their region. The change controller will communicate to other change controllers using the controller distribution list.
  • Reviewing failed and cancelled changes to identify the cause for the failure or cancellation to ensure that no outstanding issue exist that require additional attention and ensuring that those issues are resolved by appropriate individual.
  • Conducting CAB meetings, where we discuss about the changes scheduled for the next ten days and reviewing the status of the failed changes if any.
  • Interacting with SDM on regular basis to provide feedback on improvements about the project if any.
  • Training technical people on process and tool.

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