SUMMARY:

• Analytical, pro - active and detail oriented Business Process Leader and Business Analyst leading ITSM projects and delivering IT solutions as well as services.
• 2 full-cycle ServiceNow ITSM implementations using ITIL best practices. Support organization transformation through the Service Lifecycle across Service Strategy, Design, Transition and Operations and CSI.
• Extensive expertise in applying standardized IT policy & process frameworks and standards.
• Experienced in Healthcare, and Retail domain translating business requirements from conceptualization to implementation.
• Experienced in leading collaborative initiatives with cross-functional & virtual teams using a customer centric approach to ensure client satisfaction.
• Ability to work on large complex projects including creation of process diagrams and performing gap analysis.
• Experience in all phases of SDLC.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, Illinois

Sr. ITSM Process & Business Analyst - ServiceNow System Administrator

Responsibilities:

• Define the E2E process flows and design for IM, PM, KM, CM process modules.
• Business Process analysis and Administration of ServiceNow Platform.
• Create blueprints of the AS-IS and TO-BE systems and perform gap analysis, and recommend best practices.
• Define Alerts, notifications and baseline SLA to represent SMART goals
• Document user stories and design solutions in accordance to the business requirements.
• Hardware models, Software Asset Management(SAM) license, procurement and multiple vendor management.
• Maintain ServiceNow boards and ensure efficient ticket and queue management
• Collaborate with stakeholders Support L1, L2, and L3, DBAs, Data Center teams & network teams for troubleshooting incidents and RCA in case of problems.
• Successfully devised the strategy to migrate over 1900+ Knowledge articles from Quickbase eliminating redundancy and enhancing module for easy reference and association to CMDB.
• Identify the key action items for CMDB enhancements and define process for Configuration Items lifecycle.
• Create detailed End User Guides for IM, PM, CM, KM and ESS from scratch.
• Document detailed UAT test cases for IM, PM, CM, KM conforming to the business requirements.
• Chair and conduct workshops for requirement gathering and workflow walkthrough.
• Identify and document the pain points in the existing process.
• Socialize with customer to obtain buy-in and sign-off on the process workflows.
• Identify CI attribute requirements for custom reporting for ServiceNOW.
• Work with ITSM tool implementation team to ensure that the proposed processes can be orchestrated by the ITSM tool effectively & efficiently.
• Consulted on Software license management process, procurement process, CM & RM process.
• Consulted as ITIL SME with regards to CMDB in ServiceNow.
• Participated in process designing sessions and documented ITIL process flows for various modules like Incident, Change, Configuration, Problem and Service Catalog.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Managing data with ServiceNow tables, CMDB import sets, Users, Groups and roles.
• Designing and implementing new functionality using various ServiceNow applications or modules and facilitating the rollout in Production environments.
• Creation of custom reports and designing the dashboard.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement of SLA - Service Level Agreement and the required work flow.

Confidential

ITIL Process Team Lead - Business Analyst

Responsibilities:

• Full cycle ServiceNow Implementation
• Consulted as ITIL SME with regards to CMDB/AMDB in ServiceNow.
• E2E migration from Remedy to ServiceNow.
• Drafted Agile User Stories for ServiceNow enhancement to drive business value across IM, PM, CM, KM & CMDB.
• Defines policies & procedure Guidelines documents, socialized, and obtained buy-in and sign-off for Event Management, Change & Release, Configuration & Asset Management from key stake holders.
• Managed process activity creation, sub activities development, policy development and procedures for Asset, Incident, Request fulfillment, Event, Change, Configuration and Release Management processes ensuring they align with ITIL framework.
• Established service measurement and service reporting controls and governance.
• Understand the E2E data flow across enterprise business application systems and IM, EM, CM, CMDB/AMDB modules and interfaces.
• Applied best practices to design and deliver process solutions for key ITIL Service Management areas and lead process design sessions with key stakeholders
• Define custom reporting and dashboards for key stakeholders in ServiceNow
• Assess process performance, identify roadblocks and develop suggestions for improvement and identify KPIs.
• Work with cross-functional team members to identify and prioritize actionable, high-impact insights across a variety of core business areas.
• Creating effective project roadmaps to meet expectations and bridge the gaps between expectations and reality.
• Coordinate with multiple vendors and organizations to interview and gather the required information for to create the data-model and define the architectural requirements.
• Create approach strategy document for process re-engineering and system design.
• Define conceptual, logical and physical models of the enterprise data system
• Collaborated with stakeholders to establish improved process, implementation, and communication and training plans. Support all project meeting transcribing/distributing minutes and action items.

ITSM Associate

Confidential

Responsibilities:

• Responsible for the strategic assessment, development, implementation and management of the Incident & Problem Management platform.
• Effective production wide incident management through incident processes, developing and implementing best practices, systems and tools; as well as providing consultation, guidance and collaborative process management of the day-to-day problem management process.
• Drive root cause analysis and corrective action completion to help eliminate disruption of services and consequently improve the day-to-day operations of the organization using validated problem analysis methodology and tracking all elements of the RCA to closure.
• Review recent incidents to ensure that key information has been gathered and available for post mortem discussions
• Act as an escalation point for Dell customers, partners, and internal stakeholders
• Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage
• Perform analysis on our escalation data, identify trends, and present observations and recommendations to senior leadership.
• Supporting Dev, Test, Production teams through ITIL process.