ServiceNow Business Analyst Resume Houston, TX - Hire IT People

SUMMARY:

Am a ServiceNow Business Analyst with strong ITSM background and extensive knowledge on ITIL best practices helping process owners and other stakeholders to enhance ITSM processes on ServiceNow platform and leveraging ServiceNow out of the box capabilities to drive business needs and enriched service delivery.
I have provided several assistances in the following ITSM process areas on ServiceNow such as Incident, HR, Change, Problem, Request Fulfillment, Service Catalog, Knowledge Management, Automated Test Framework and Configuration management ensuring there is enriched user experience on the service portal, acting as a liaison between business/process stakeholders and the system developers/architects gathering requirements, turning them into user stories to meet business needs.
Participated in designing Major Incident Management procedures on Incident module
Integration project for Jira and ServiceNow Incident
Transformation of Service Catalog in ServiceNow
Implementation of auto - routing of incident to assignment groups
Service Level Revamp project
Migration of ServiceNow Knowledge V2 to V3
ServiceNow upgrade projects (Helsinki to Istanbul, Istanbul to Jakarta, Jakarta to Kingston)
ITSM Process Assessment Maturity

EXPERIENCE/WORK HISTORY:

Confidential, Houston, TX

ServiceNow Business Analyst

Responsibilities:

Work with ITSM teams to identify areas of improvement on Incident, Problem, Service Catalog, and Fulfillment Processes to achieve process maturity
Create & review test scripts and perform UAT testing prior to deployment to production instance
Assist in gathering, analyzing, prioritizing, validating and transforming business requirements into functional specifications
Log in any UAT defects detected during ServiceNow upgrade projects & application development
Conduct trend analyses to identify potential continual service improvement (CSI) initiatives
Provide troubleshooting by impersonating ServiceNow Users to resolve issues where necessary
Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management
Assist in defining metrics requirements on dashboards in ServiceNow Performance Analytics.
Assist in the creation or modification of ITSM processes, knowledge base or training documentation.
Create references and guides for end users for ITSM processes on ServiceNow

Confidential, Houston, TX

ServiceNow Business Analyst

Responsibilities:

Provided assistance in defining SLA / OLA for incidents and requests both at an organizational and application level.
Coordinated and participated in ServiceNow incident / request management testing lifecycle (unit, regression, integration and user acceptance).
Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.
Identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outage
Defined maturity models of incident and request management and the governance around.
Supported the deployment of ServiceNow and system migrations of Remedy to ServiceNow as a business process lead utilizing experience in the ITIL process space and its implementation & governance (incident, problem and change management).

Confidential, Raleigh, NC

Business Analyst

Responsibilities:

Work across the organization to develop products and processes that deliver value to the business and merchants.
Engaged in requirement gathering and documentation process
Coordinated project status update meetings. documents and reports on issues to stakeholders, team members and executive management
Engaged in weekly requirement grooming, story backlog process with process owners/team for Service Catalog, Change, Service Portal and Problem
Assist ITSM manager with status reporting relating to Incident Management process, Change Management process, Service Catalog Management process, Problem Management process and Request Fulfillment process
Collaborate with ServiceNow dev ops team to align configuration and testing with IT processes
Performed requirement gathering and validate requirements with IT process owners and business.
Participated in the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practice