SUMMARY:

• Over 8 years of rich, end - to-end Business Analysis experience in the IT and Financial Services industries; expertise in full software life-cycle implementation, upgrades, production support, rollout & enhancement from business analysis, testing, cut-over & migration, go-live assistance till post implementation support. Technical and business knowledge of Compliance functions - Regulatory Compliance - AML, Client Due Diligence and KYC. Made successful use of the opportunity to become part of vendor management and negotiations. Successfully managed high-profile regulatory and compliance projects globally.
• 8+ years of experience in IT with over good experience on ServiceNow Development, Maintenance and administration.
• Hands-on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, PPM and other ServiceNow modules.
• Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating in planning, analysis and implementation of solution in support of business objective.
• Excel at providing comprehensive ITSM/ITIL systems analysis and full lifecycle project Management. Hands-on experience leading all stages of systems development efforts including Requirement definition, design, architecture, testing and support outstanding project and program leader; able to co-ordinate and direct all phases of project based efforts while managing, motivating and guiding team.
• Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in ServiceNow.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Great IT Service Management (ITSM) experience in Service Catalog, Requirement Fulfilment, Self Service Portal, Incident Management, Change Management, Problem Management, Learning Management on ServiceNow platform.
• Experience in developing KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
• Knowledgeable in configuring, administering ServiceNow application and building customized application not involving scripting.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs.
• Perform QA testing: impersonating PO, Service Owners and End Users to perform User Acceptance Testing in UAT during the Software Development Life Cycle.
• Engaged in ServiceNow requirements (Technology Services, On-boarding services etc.) for application development, design and deployment.
• Responsible for implementing, documenting and maintaining the Service-Now platform to meet specific business needs to support ITIL and business processes.
• 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.
• Experienced ServiceNow Cloud SME, working on SaaS technology projects; degrees in Computer Science; ITIL certified.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Experience in designing and engineering solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.

TECHNICAL SKILLS:

Methodologies: Waterfall, Spiral, RUP, Agile (Scrum, SAFe), Scrum-Waterfall Hybrid

Languages: SQL, UML, XML, JSON

MS: Access, SQL Server 2005 & 2008, MYSQL

ALM Tools: JIRA, Rally, MS Project, SharePoint

Testing Tools: Cucumber, Load Runner, Selenium, UFT, Postman, Swagger, Test Director, QTP

Management and Modeling tools: Rational Clear Quest, Requisite Pro, Rational Rose, MS Visio

Operating System: MS Windows (XP, VISTA, 7) and UNIX

Data Analytics: IBM SPSS Modeler, SPSS Statistics

Reporting Tools: Tableau, Power BI, Oracle Business Intelligence Enterprise Edition (OBIEE)

Data Warehousing: Data Modeling, Data Mapping, Data Marts, OLTP, OLAP, Data Mining, Slicing/Dicing, Roll Up/Drill Down, Pivot

PROFESSIONAL EXPERIENCE:

Confidential - O'Fallon, MO

Senior Business Analyst/ Scrum Master

Responsibilities:

• Worked in Agile environment playing an active role in Iteration planning, Sprint Review, Lesson Learned and resolving roadblocks
• Created daily, weekly and monthly ad-hoc reports for the team and department
• Assisted in implementation of credit card tokenization strategy to help Fossil comply with Payment Card Industry (PCI) standards
• Documented requirements in Epics, User Stories and optionally Business Use Cases in JIRA agile software
• Provided technical assistance in training, mentoring, and coaching professional and technical staff
• Consolidated information into cohesive and understandable correspondence or other written form for use in management decision-making
• Assigned project tasks to Network & Infrastructure resources via ServiceNow.
• Closely worked with LOB and Technology to develop and document functional knowledge
• Responsible for providing analytical support in the Design, Development and Implementation of Project
• Conducted and played active role in elaborating stories and acceptance criteria with tech leads and business
• Verified, entered, and updated data for internal tracking system and enterprise wide system ServiceNow.
• Monitored all alerts and escalate all issues through ServiceNow Issue Tracking System.
• Created a detailed work plan which identifies and sequences the activities needed to successfully complete the project
• Good knowledge of Confidential products and services
• Determined the resources (time, money, equipment, etc.) required to complete the project
• Developed a schedule for project completion that effectively allocates the resources to the activities
• Reviewed the project schedule with senior management and all other staff that will be affected by the project activities; revised the schedule as required
• Executed the project according to the project plan
• Set up files to ensure that all project information is appropriately documented and secured
• Established a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project
• Developed forms and records to document project activities
• Reviewed the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards
• Ensured that the project deliverables are on time, within budget and at the required level of quality
• Evaluated the outcomes of the project as established during the planning phase

Environment: Agile, ServiceNow, Quality Center, UAT, SQL, Windows, JIRA for agile, MS Outlook, MS word, MS Excel, MS PowerPoint, MS Project, Toad for Oracle, Soap UI etc.

Confidential - Plano, TX

Sr IAM Business Analyst

Responsibilities:

• Gathered requirements and developed processes to on-board 200+ business applications into Sailpoint IdentiyIQ
• Maintain and update the onboarding application Questionnaire by getting inputs from the internal customers, application owners and application SME's
• Coordinate the end to end onboarding of an application through the different phases of SDLC
• Created different artifacts such as BRD, FRD, Questionnaire document, project plan and PPT slides
• Frame set up for enterprise level Role mining, Role Based Access Control (RBAC), Multi Factor Authentication (MFA), Single Sign on (SSO), PAM (Privileged Account Management), Entitlement Management and Identity Management
• Established standards, designs and implementation of appropriate identity and access management processes and controls which help improve operations and lower risk
• Collaborate with client in implementation of the planning, training and operating of automated systems
• Provisioning and access governance experience with and understanding of security on systems such as Active Directory, LDAP/Unix, DBMS Oracle and manual provisioned applications
• Create design documents and functional specifications for development and enhancement work efforts
• Gather requirements by conducting meetings and brainstorming sessions with SMEs and senior management
• Involve in conducting JAD (Joint Application Development) sessions with the entire team to come up with the possible solutions for the business problems
• Responsible to create AS IS and TO BE Business Process Flow diagrams in MS Visio
• Assist Project Manager to identify risks and create mitigation plans
• Understanding of directories (AD/LDAP) and group structures, policies etc.
• Responsible for design and implementation of SailPoint's IdentiyIQ
• Excellent knowledge and experience in implementing user provisioning credential management, workflows, forms, application integration, connectors, reports and roles
• Performed data analytics to ensure data is accurate prior to staging and activating certifications
• Served as liaison between platform, technical and business teams for end to end business process
• Direct provisioning using direct connectors for integration of target applications
• Performed Integration with multiple applications such as AD, Exchange, RDBMS, Flat File & LDAP
• Prepared business process models; used Visio to create use case diagrams
• Experience working with project management methodologies- agile development methodology, Implemented Agile (Scrum) Methodology that includes daily scrum with team
• Strong MS excel and access skills with knowledge on business analytic tools such as Qlikview
• Have excellent technical leadership, analytical, problem solving, communication and interpersonal skills, with ability to interact with individuals at all levels and can work as a part of a team as well as independently
• Clarified QA team issues and reviewed test plans and test scripts developed by QA team to make sure that all requirements will be covered in scripts and tested properly
• Worked extensively with Microsoft Excel (Macros, VLOOKUPS, and Pivot Tables). Proficient Microsoft Word, Power Point, Access and Lotus Notes
• Used Quality Centre/Test Director for requirement management, test planning, scheduling, executing test cases, managing and tracking defects

Environment: Agile, SailPoint 6.3, HP Quality Centre, IAM, MS Access, MS Visio, LDAP, Microsoft Word, Excel, Power Point, CISS, UNIX, OIM

Confidential - Minneapolis, MN

Senior Business Analyst/ Scrum Master

Responsibilities:

• Conduct Brainstorming and JAD Session to gather Business Requirement s with Regulatory and Compliance subject matter experts to have a good knowledge of CCAR reporting.
• Conduct Gap Analysis of the features and functionality of current platform version and new version to determine the new functions to be added in.
• Worked in Agile environment playing an active role in Iteration planning, Sprint Review, Lesson Learned and resolving roadblocks
• Created daily, weekly and monthly ad-hoc reports for the team and department
• As part of CCAR, worked on Stress Testing solution to check the health of the portfolio of investments for the client to ascertain Capital adequacy.
• Design detailed FRD, and Solution Options Document per BRD and Basel regulatory Requirement s using Power Designer.
• Created reports using SAS /ODS and SAS/views from oracle database tables into different formats like HTML and RTF.
• Model detailed design of the system using UML diagrams including Sequence Diagrams, Activity Diagrams and Data Flow diagrams using Smart Draw.
• Facilitate meetings with Development Team and Testing Team to walk through the FRDs and discuss feasibility of each Requirement.
• Created suite of Excel models used monthly for analysis and verification of Basel II results in Production environment.
• Worked with Quantitative Analysts to design and administrate new Stressed VaR model and Advanced Monte Carlo Simulation method
• Monitored all alerts and escalate all issues through ServiceNow Issue Tracking System.
• Verified, entered, and updated data for internal tracking system and enterprise wide system ServiceNow.
• Worked with Risk Reporting team to generate new Standard Pillar 3 Reporting framework and distinguish firm-wide global standards within QRM as per unique Requirement s for US site.
• Reviewed Test Plan and Test Cases provided by Testing Team & conduct quick Smoke Test after each build.
• Involved in design and implementation of Progression and Regression Tests of the new functionalities added in QRM system.
• Set up files to ensure that all project information is appropriately documented and secured
• Established a communication schedule to update stakeholders including appropriate staff in the organization on the progress of the project
• Reviewed the quality of the work completed with the project team on a regular basis to ensure that it meets the project standards
• Developed forms and records to document project activities
• Ensured that the project deliverables are on time, within budget and at the required level of quality
• Managed bugs using Defect Tracking Tool like JIRA, review each defect and assign development team to resolve problems.
• Assist QA in testing, write UAT Test cases, perform White Box, Functional, User Acceptance, Integration & Regression testing ensuring bugs & defects are timely addressed and product features & functionalities meet stakeholder expectations always.
• Generated User Manual and prepare Training Material of new QRM to internal users.

Environment: Hybrid, ServiceNow, Quality Centre, UAT, SQL, Windows, JIRA for agile, MS Outlook, MS word, MS Excel, MS PowerPoint, MS Project, Toad for Oracle, Soap UI etc.

Confidential - Tampa, FL

Business Analyst

Responsibilities:

• Configures, implements, and maintains information systems/applications.
• Partners with business leaders on research, design, build, configuration and operation of niche platforms (e.g. Financial Systems, Wealth management, Risk Systems, Treasury services, Sales Tracking Systems).
• Received commendation for building internal Web site that consolidated various marketing programs and incentives available to qualifying customers, used in generating sales.
• Created content and designed overall look of internal and external sales and marketing brochures, data sheets, flyers and Web pages while maintaining strict branding guidelines
• Working with Process Performance Lead to align process improvement opportunities with associated key performance indicators (KPI) cascade model
• Well defined background in regulatory compliance with banks and other financial industry services
• Exceptional knowledge of regulations polices guidelines procedures regulations and laws governing the banking industry such as Portfolio Management, Investments, Fixed Income Products, Asset Management, Capital Market.
• Payments operations Non- technical SME with excellent knowledge on payments applications
• Analyzed and prioritized user and business requirements as system requirements that must be included while developing the software. Planned and defined system requirements to Use Case, Use Case Scenario and Use Case Narrative using the UML methodologies.
• Created Tableau scorecards, dashboards using stack bars, bar graphs, scattered plots, geographical maps, Gantt charts using show me functionality
• Created Business Requirements Gathering sessions in the form of questionnaires and business scenarios with the end users, subject matter experts (SME) and the developers. Gathered user and business requirements through interviews, surveys and prototyping.
• Demonstrated skills in critically conducting the GAP Analysis throughout the projects in evaluating/ analyzing the existing standards and policies to determine the improvements
• Authored functional requirements based on the needs of users. Authored a governance plan detailing the rules and policies for the SharePoint Project.
• Deep experience with the design and development of Tableau visualization solutions
• Provided 24/7 production support for Tableau users
• Generated tableau dashboards for sales with forecast and reference lines.
• Generated tableau dashboards with combination charts for clear understanding
• Designed, tested and implemented ETL processes using Informatica and COBOL II in migrating data from an IBM DB2 database for loading into a NCR Teradata Financial Data Warehouse
• Proposed SharePoint-based solutions to improve existing business challenges
• Assisted with translation of auto insurance, Commercial Insurance documents to improve the Commercial Insurance, insurance transition.
• Responsible for delivering professional and technical advice on home insurance section.
• Develop Commercial Insurance, insurance quotes for auto, house, workers compensation, make sales presentations, and close sales
• Created documents of the use cases and created the use case, activity, logical, component and deployment diagrams using MS Visio and Rational Rose, Data warehouse to communicate clearly with the development teams.
• Played a pivotal role in conducting Functional testing, Regression testing, Integration testing, Smoke testing and UAT (User Acceptance Testing)
• Managed databases providing extensive reports as required by regulatory bodies
• Conducted regular committee meetings to discuss compliance issues
• Regular discussions with developers to make them understand the use cases and function requirements of the client. Excellent Ecommerce applications / websites experience, Treasury services.
• Responsible for supervising work activities (Development, Testing) to ensure that they are well-performed, coordinated among team members and consistent with the approved work plan.
• Coordinated the design phase with the architects in improving the efficiency of the project.
• Worked with QA team in identifying test cases/test data and lead the business team for UAT.
• Documented all custom and system modification. Assigned problems to appropriate software development team for fixes. Tracked problems from start to correction and test.
• Interacted with technical team in allowing them to make a better navigational plan for the project flow which would further make a better user interactivity tool for the application.
• Signed off progress and completion report which were then submitted to project management on a weekly basis.

Environment: Hybrid, HP Quality Centre, MS Visio, SWIFT, ACH, SharePoint, Instream, BizTalk, MS office, Serena Business Mashups (Defect Management Tool), SQL, VB script, Power BI, AWS, Salesforce, Postman.