PROFESSIONAL SUMMARY:

• 7+ years of experience in IT service Management processes such as Reporting, Self Service portal, Service Catalog, Incident & Problem Management, Change Management, Configuration and Asset Management in ServiceNow.
• Perform Business Requirements gathering, data validation & data mapping review, Business Process flow, Business Process Modeling.
• Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in ServiceNow.
• Knowledgeable in configuring, administering ServiceNow application and building customized application not involving scripting.
• Expertise in Salesforce Data Validation, Sales, Marketing, Customer Service and Support Administration.
• Experience designing and creating User Records in ServiceNow for new users.
• Expertise in assisting the Testing Team in creating and reviewing the Test Plans and Test Cases from test scripts.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Experience in Acquainting and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes and recommended solutions to improve their processes using SFDC.
• Experience in working and coordinating with distributed team in onsite - offshore model.
• Results-oriented Joint Application Development (JAD) Facilitator and meetings coordinator with excellent interpersonal skills
• Analytical, methodical, and resourceful approach to problem solving, identifying and documenting root causes and corrective actions
• Proven success as a business analyst through the years, providing a well-balanced understanding of business relationships, business requirements, and technical solutions.

TECHNICAL SKILLS:

Software/Hardware: OOAD (OOA/OOD), RUP, UML, SDLC, Waterfall, QA, WAP,CVS,TEAMMATE, MS Access, SQL Server, MySQL, PL/SQL, Oracle DBA, Windows 98/2000/XP, basic UNIX, HTML, basic DHTML, basic XML, MS Office Suite-Excel Macros, Project, Visio, Adobe Photoshop, Flash, Rational- Rational Rose, Rational XDE, DOORS, RequisitePro, CaliberRM, Crystal Reports, various NIKU products, C, C++, Sharepoint, Docushare, BASIC, Intermediate level-Visual Basic

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Sr. ServiceNow Business Analyst

Responsibilities:

• Create key artifacts to accurately capture problem statements & support technical teams, including but not limited to use cases,
• Worked on user stories, user acceptance criteria, functional & configuration specifications & technical diagrams in ServiceNow.
• Worked with business stakeholders to identify, assess, document, and review business requirements.
• Responsibilities for the ongoing operational structure to support state's data center migration and the daily operations of the data center.
• Created user stories and manage story backlog with requirements for sprints through enhancements intake process.
• Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Performed requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.
• Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
• Gathered Requirements and documented the proposed additional extension to the existing application.
• Performed GAP analysis to understand the gap between the actual and potential performance or requirements.
• Gather and organize information on problems or procedures by conducting Requirement Gathering sessions with the Stakeholder.
• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Analyzed and documenting the required information and data.
• Analyzed workflows and created Use Cases, Use Case Specifications, Report Specifications.
• Identify project interdependencies and communicate requirement/scope issues and participate in driving them to resolution for inclusion in system requirements.
• Implementing SalesCloud, Service Cloud, Chatter and custom applications in Force.com.
• Assisted business users in troubleshooting access related issues on ServiceNow platform.
• Evaluated the Change Request impact and risk to the client's infrastructure in ServiceNow.
• Coordinated in conjunction with IT Service Management Office for communications regarding major ServiceNow project implementations.
• Involved in data application systems, rating systems, & Microsoft suite.
• Assisted with the production check-out process, including review of reports & ServiceNow system behavior to ensure technical solutions perform according to the specifications and meet defined business requirements.
• Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow.

Confidential, New Brunswick, NJ

ServiceNow Business Analyst

Responsibilities:

• Act as the liaison between the business and IT organizations in order to provide technical solutions that meet user needs and improve business performance by assisting with the technical analysis of business requirements, problem solving and troubleshooting as part of a larger project team.
• Wrote and review extensive sets of test scripts used for QA Testing & UAT testing in ServiceNow.
• Assisted to build business requirements in the development of future functional requirements and help ensure the IT process is adhered to throughout the lifecycle of the deployment.
• Participated in end to end ServiceNow implementation planning including issue tracking, communication and deployment management for various ITIL processes.
• Worked with key stakeholders to gather & interpret business needs in a software development environment (SDLC) through enhancements intake process.
• Created & maintained requirements backlog through User Stories in ServiceNow SDLC module.
• Participated in ServiceNow implementation of Incident, Change, Problem Management & Service Catalog.
• Worked with end users to understand their business functions and define system requirements.
• Designed workflow diagram of existing and future processes.
• Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow.
• Managed email notifications for Problem, Change, Incident, Request Fulfillment, User Story tasks and deployment activities for IT Services in ServiceNow.
• Gathered requirements for Data Center consolidation and Migration planning, performed end to end analysis on collected data.
• Performed analysis to ensure our systems support business changes.
• Created, managed, and performed system testing for ServiceNow upgrades.
• Worked with various ServiceNow assignment groups in the Company to ensure service level targets are met.
• Managed story backlog requirements for processes such as Incident, Problem, Change and Service Catalog and facilitate requirement gathering sessions.
• Involved in onshore and offshore meeting as part of continues testing effort. Worked on platform like HP Load runner, HP Performance center, HP QC, SQL and TOAD DB, Microsoft Team Foundation Server (TFS) and Microsoft Test Manager., monitoring tools and Microsoft Windows and Microsoft suite include Project & Visio and web based/client-server applications
• Assisted other IT Service Management Teams as necessary providing statistics, suggestions, and enhancement opportunities.

Confidential, Irving, TX

ServiceNow Business Analyst

Responsibilities

• Liaised with business units and interfaced with stakeholders to prioritize requirements based on business needs in ServiceNow modules..
• Adapted to changing business needs, and respond/react accordingly to support the customers' requirements.
• Worked on identifying interface requirements and document mapping. Deployed a change management process on ServiceNow, assess organizational needs and execute plans to ease the organization through technological cultural transformation. Establish division communication and engagement strategy.
• Maintained requirements traceability in ServiceNow SDLC module.
• Coordinated relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans through ServiceNow SDLC.
• Worked with IT Process Owners to manage changing priorities of story backlog.
• Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Translate business and user requirements in to system requirements for the technology organization and manage changes to the source documents.
• Assist with the development of the testing strategy - plan thorough requirement testing.
• Appropriated bi-directional tracing of project modifications back to business and user requirements.

Confidential, Detroit, MI

Business Analyst

Responsibilities:

• Understanding the current business process, defining scope of the project along with vision statement.
• Actively participated in gathering requirements from various SMEs, Financial Analysts, Risk Analysts and Portfolio Management via JAD/JAR sessions.
• Extracted the Business Requirements from the end users keeping in mind their need for the application and prepared Business Requirement Documents (BRD) using Rational RequisitePro.
• Defined and identified reference data, and provide strategy and process to harmonize Master Data creation and access across the enterprise.
• Involved in the creating the User Interface Specification Document and User Training Manual as per project specification with the help of development team.
• Involved in project management using MS Project
• Conducted business process modeling and analysis; identified, assessed and articulated gaps/operational risks associated; presented risk-mitigation and operational enhancement solutions to project management team .
• Working with clients to better understand their needs and present solutions using structured SDLC approach.
• Worked with documentum management systems with web technologies to offer an efficient yet simple to use system
• Gathered user and business requirements through open-ended discussions, brainstorming sessions and role-playing.
• Collected business requirements to set rules for proper data transfer from Data Source to Data Target in Data Mapping
• Provided implementation assessment, strategy, and mentoring services for Rational Rose, UML and RUP.
• Created use-case scenarios and storyboards in MS Word and MS PowerPoint for better visualization of the application and managed them using Rational Requisite Pro.
• Used SDLC (System Development Life Cycle) methodologies like the RUP and the waterfall.
• Designed the UI of the application, prototyping and wire framing in MS Visio for better illustration of the application.
• Designed and developed Use Cases using UML and Business Process Modelling.
• Used MS Visio for Process modeling and Business Process flow diagrams.
• Developed multiple Functional Requirements definition (FRD) documents using the Microsoft standard structure and format (business sections only).
• Designed relational data tables to normalize large samples of master data to ensure its quality before conversion.