SUMMARY:

• Qualified IT professional with 10+ years of total experience including 2+ years of experience as a Service Now ITSM and CMDB Administrator
• Aptitude for learning and rapidly mastering new applications and technology
• Excellent analytical skills with proficiency in debugging and problem solving
• Successful background in Requirement Gathering, Technical Documentation, Software Validation, Software Release and experienced Administrator in ServiceNow

TECHNICAL SKILLS:

Requirement Management Tools: JIRA, Trello, Confluence

Software Methodologies: Agile (Scrum, Kanban), SDLC and Waterfall

Web Technologies: Java, PHP, Web Services, HTML, .Net, XML

Modeling Tools/Languages: IBM Blueworks Live, Visio

Graphic Design Software: Adobe Photoshop, Coral Draw, Adobe Illustrator

Workflow Tools: MS Project, MS Visio, MS SharePoint, Blueworks Live, ServiceNow

Data Analysis Tools: SQL Server Management Studio, Putty, Toad, ServiceNow, Excel

Reporting Tools: MS Excel, Service Now, Tableau, MS Report Builder, Cognos

Database: SQL Server, Oracle, Teradata, Mongo DB

Monitoring Tools: SolarWinds, Kaseya, Service - Now

PROFESSIONAL EXPERIENCE:

Confidential, FLORIDA

ServiceNow Administrator

Responsibilities:

• Worked closely with stakeholders such as Business/Application teams, Hosting, Networking, and Security and Finance/Billing departments to establish business requirements for ServiceNow CMDB
• Involved in creating users, groups, rules and load the data to ServiceNow using import sets on daily, weekly or requirement basis
• Created various workflows for incident management, change management and service requests
• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Set up Discovery Module to load Configuration Items and Relationships into Service Now
• Collaborate with business stakeholders to define and collect necessary Configuration Item (CI) attributes, class owners, and relationship information
• Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in the enterprise using the ServiceNow Instance
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships
• Maintain Application to Server Mappings by creating the necessary governance, processes and drive data requirements across all service owners
• Plan and execute release/version upgrades including scheduling cloning and migration of data from instances with ServiceNow
• Experience in configuring Data Sources, Import Sets, LDAP and Transform maps
• Worked on Various Web Services Integrations using SOAP and REST
• Creation of Custom Related List, Dictionary fields, Email notification and Inbound actions
• Design and development of Service Now forms and views
• Developed Transform maps to map values between Import Set and Service Now tables
• Management Modules including: Business Rules, Client Scripts, UI Policies and UI Actions based on user requirements.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role
• Created various reports and dashboards and scheduled them based on the client requirement
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Created various catalog items, record producers and Order guides for on boarding using variables and variable sets
• Apply Agile software development practices for customizations to the platform and applications

Environment: ITSM, Discovery, CMDB, Workflows, REST, Notifications, PPM, Service Catalog, Jakarta/London/Madrid versions

Confidential, FL

BUSINESS / IT ANALYST

Responsibilities:

• Interacted with the Business Users to get a better understanding of the business processes and gathered business requirements
• Converted the business requirements into user stories in JIRA
• Provided analytical expertise based on application, methodology and process knowledge
• Created Use cases, Use Case Diagram, Business flow diagram using Unified modeling language (UML)
• Interacted and assisted QA team to validate and test technology-based solution designs to ensure complete compliance and coverage through release
• Worked under Agile/Scrum methodology (user stories, product backlogs, risk prioritizations, sprint planning, poker sessions, product backlog grooming, daily stand-ups, sprint retrospective, sprint demo)
• Performed system testing to validate all the integrated interfaces and documented all the results
• Updated physician’s schedule and created reports for metrics track used by the physician’s group
• Provided hands-on training and coaching to the Medical Assistants for Kareo
• Optimized patients work-flow processes for post Kareo (Electronic Health Record) implementation
• Assisted in data management for the new EHR system and customizations as required by the business
• Worked with physicians in the practice to perform data cleansing, dashboard reporting and customization as needed

Environment: Windows, Agile, Data Warehouse, ETL, Sybase, SQL, MS Project, SharePoint, UML, Cognos, Kareo, Access Windows, MS Office (MS Word, MS Excel, Adobe illustrator, MS PowerPoint, MS Visio), Sybase, Business Objects, HP QC

Confidential, MIAMI, FL

BUSINESS / DIGITAL ANALYST ( VOLUNTEER )

Responsibilities:

• Performed requirement analysis by gathering both functional and nonfunctional requirements based on interactions with the product owners and stakeholders
• Created Use cases, and developed detailed Use Case Diagrams and Sequence diagrams describing how actions are to be carried out using MS Visio
• Created wireframes/screen mockups for portal enhancements and UI specs documents with navigation maps and storyboards
• Prepared and maintained Business Requirements Documents (BRD) and Functional Requirements Documents (FRD) defining new systems operations for the project using Rational Requisite Pro
• Updated project status to the Project Sponsor, Senior Management on a regular basis, creating PowerPoint presentations
• Provided client mentoring, analysis and documentation of website and ERP process for the integration of both internal entities and its valued Vendors
• Analyzed and wrote SQL queries in the database environment
• Designed wireframes and banners for the website using Adobe Photoshop and illustration tools
• Worked under Agile/Scrum methodology (user stories, product backlogs, risk prioritizations, sprint planning, poker sessions, product backlog grooming, daily standups, sprint retrospective, sprint demo)

Environment: Windows, Waterfall, Agile, Data Warehouse, MS Office, SQL Database for Basic Testing, MS Project, UML, Adobe Photoshop, Adobe Illustrations

Confidential

BUSINESS / DIGITAL ANALYST

Responsibilities:

• Conducted customer and stakeholder interviews to elicit system analysis and documentation of system processes
• Did Gap analysis and structured walkthrough of workflow within different departments to identify and fill the gaps
• Created Use cases, and developed detailed Use Case Diagrams and Sequence Diagrams using MS Visio
• Managed business requirements documentation to include operational overview, milestones/status and measurements of success - additionally managed enhancements to project timelines as necessary
• Worked with creative departments to create new landing pages and display ad specific for digital marketing campaigns
• Developed and executed digital marketing strategies for multiple accounts to enhance their social media presence
• Identified, analyzed and documented defects, errors, and inconsistencies in application functions, outputs, online screens, and content
• Created and presented large campaign programs including content creation, strategies and media plans focused on branding, direct response and new product launches
• Conducted UAT Testing for stakeholders, executed test cases and documented the actual results
• Created and maintained weekly reports from data gathered from Google Analytics and Google AdWords to showcase the progress of online marketing efforts
• Worked as a digital media analyst for very well-known brands recognized globally such as Emirates, Volkswagen, Unilever Limited, Idea Cellular India and McDonalds

Environment: Oracle BI, MS Word, MS Excel, Adobe illustrator, MS PowerPoint, MS Visio, UML, JAVA, HTML, Adobe Photoshop, Coral Draw, Flash

Confidential

BUSINESS ANALYST

Responsibilities:

• Involved in various phases of Software Development Life Cycle (SDLC) of the application like requirement gathering and design analysis.
• Engaged Stakeholders to gather software requirements/business rules, and ensured alignment with development team.
• Translated stakeholder requirements into different tangible deliverables such as functional specifications, use cases, user stories, workflow/process diagrams, data flow/data model diagrams
• Responsible for assessing and documenting existing business procedures. Also, to develop recommendations for new methods / procedures, implementation plans, schedules and written reports for management to evaluate.
• Created and developed detailed Use Case Diagrams and Sequence diagrams describing how actions are to be carried out using MS Visio
• Performed UAT and Performance testing on the application

Environment: MS Word, MS Excel, MS PowerPoint, MS Visio, UML

Confidential

BUSINESS ANALYST

Responsibilities:

• Managed current and prospective client information using Salesforce
• Prepared Business Workflow models that cover "How" business processes are accomplished
• Interviewed business experts, asking detailed questions and carefully recording the requirements in a format that can be reviewed and understood by both business and technical communities
• Performed UAT and Performance testing on the application
• Used MS Office extensively (Word, Excel, Visio, Power Point, Outlook, Project) for analysis, presentation and documentation throughout the project

Environment: MS Word, MS Power Point, MS Excel, MS Project, Salesforce

Confidential

MANAGEMENT ANALYST

Responsibilities:

• Analyzed business processes to document current work processes and identified improvement opportunities
• Analyzed problems and identified alternative solutions
• Monitored financial budget approval process
• Monitored purchase order balances and program obligations
• Prepared and maintained current procurement plans
• Prepared and reviewed financial budgets
• Prepared comprehensive, analytical, and financial reports