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Technical Business Systems Analyst Resume

Nashville, TennesseE

PROFILE:

I am a professional experienced in leading constructive and cooperative working relationships within a team and contributing my expertise in changing the team to become fully goal oriented, passionately geared towards advancing the growth of the organization by providing optimum and seamless services to her esteemed clients. I am experienced in working in an Agile environment with ITSM best practices, implementing end - to-end projects in different modules of the ServiceNow application with strong knowledge of SDLC Scrum methodologies.

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SOFTWARE SKILLS:

  • Salesforce (SFDC)
  • Application Lifecycle Management (A.L.M)
  • Servicenow (SNOW)
  • Mercator
  • Amadeus
  • Shares
  • Horizon
  • Microsoft Office Suite
  • Customer Relationship Information System (C.R.I.S)

ADDITIONAL SKILLS:

  • Excellent verbal and written Communication.
  • Exceptional customer service skills and experience in interacting with clients.
  • A great team player with strong aptitude towards interpersonal communication within and outside the department with the ability to mentor.
  • Detail oriented with tremendous problem solving and analytical skills as well as ability to manage stakeholder expectations on projects while meeting deadlines.
  • Strong Leadership, multitasking, organizational qualities and execution skills.

CAREER HISTORY:

Confidential, Nashville, Tennessee

Technical Business Systems Analyst

Responsibilities:

  • Act as a liaison between business stakeholders and the development team.
  • Gather and validate requirements with stakeholders for proper sign-off before development.
  • Create detailed Functional Design Documents (F.D.D), review and validate with IT stakeholders.
  • Manage SDLC process via the Application Lifecycle management (A.L.M) tool.
  • Create user profiles in Salesforce for dealer accounts and assign access privileges to created profiles.
  • Generate Incident (INC) tickets in Servicenow (SNOW) Incident Management module to track progress of raised tickets from creation to resolution.
  • Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers/project team and convert them into user stories using FDD.
  • Write and submit user stories using Scrum best practice method of Who-What-Why with clear cut Acceptance criteria.
  • Provide test cases for QA Testing of enhancements and defects developed for various applications.

Confidential

ServiceNow Business Analyst/QA Tester

Responsibilities:

  • Act as a liaison between stakeholders and the development team.
  • Create detailed user stories, review and validate stories with IT stakeholders in ServiceNow application throughout the SDLC process.
  • Implementation of ServiceNow application to include Service Catalog, Incident Management, Change Management, Problem Management and Request fulfillment modules.
  • Translate conceptual user requirements into functional requirements in a clear manner that is comprehensible to developers/project team and convert them into user stories.
  • Write and submit user stories using Scrum best practice method of Who-What-Why with clear cut Acceptance criteria.
  • Provide test scripts for stakeholder UAT Testing of enhancements and defects developed for various process areas in the ServiceNow application.
  • Obtain business approvals in QA/UAT instances on user stories for scheduled deployments during sprint cycle.
  • Strong knowledge of SDLC and Agile Software development methodologies in managing releases, sprint, stories enhancement and defects.
  • Member of the Scrum meetings- daily standup, backlog grooming, sprint planning, retrospective meeting, releases.
  • Perform requirement gathering, validation, documentation of requirements to meet business needs and QA/UAT testing in various ITIL process areas including Service Catalog, Request fulfillment, Incident, Problem and Change Management modules on ServiceNow application.
  • Gather requirements for development of various Service catalog items and Request fulfillment with defined SLA and Workflow for both Portal and ITIL views.
  • Design and manage email notifications for Service Catalog, Request fulfillment, Incident Management and Problem Management modules with escalation requirements in ServiceNow application.

Confidential, Richmond, Texas

ServiceNow Business Analyst

Responsibilities:

  • Work with the ServiceNow development team to build and test the applications on the ServiceNow platform based on business requirements.
  • Create training plan documents and carry out training/demo on ServiceNow for end users as part of knowledge transfer.
  • Facilitate requirement gathering sessions, document requirements and business process flow and review with business users to finalize documentation.
  • Support 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).
  • Perform QA/UAT testing in collaboration with DevOps and Process Owners to ensure proper functionality.
  • Gather requirement for Enhancements and Defects on assigned ServiceNow modules to ensure Continuous Service Improvement.
  • Obtain appropriate sign off from business stakeholders.
  • Serve as a point of contact between the business stakeholders and technical teams for application development and post production review.
  • Implement defined variable sets that are applied across catalog items.

Confidential

Business Analyst

Responsibilities:

  • Perform requirements gathering and validate requirements with stakeholders.
  • Create, detail and review user stories with IT process owners/stakeholders in ServiceNow SDLC throughout the lifestyle.
  • Ensure that user story provide adequate information to developers.
  • Act as liaison between the business stakeholders and the DevOps team.
  • Create test scripts, use cases and perform UAT testing to ensure that specifications are met.
  • Obtain appropriate sign off from business stakeholders.
  • Serve as a point of contact between the business and technical teams for application development and post production review.
  • Represent project stakeholders throughout the SDLC.
  • Implementation of two step checkout model and implementing clearly defined variable sets used more consistently across catalog items.
  • Perform QA/UAT testing in collaboration with DevOps and Process Owners to ensure proper functionality at the end of SDLC.
  • Write and submit user stories using Scrum best practice method of Who-What-Why while also generating clear cut Acceptance criteria to ensure proper functionality at the end of SDLC.

Confidential

Business Analyst

Responsibilities:

  • Performed requirement gathering and validated requirements with process owners for technology initiatives.
  • Act as a liaison between stakeholders and the development team.
  • Participate and contribute effectively in all Scrum events to ensure the successful completion of projects.
  • Provide Scrum Product backlog, ensure that it is maintained and prioritized accordingly to meet specification and deadline.
  • Manage procedures for submission, review and authorization of change request.
  • Ensure that change process and compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect and report unauthorized changes.
  • Perform QA/UAT testing in collaboration with DevOps and Process Owners to ensure proper functionality.
  • Facilitate migration and integration projects on Mercator with CRIS application.
  • Create test scripts, use cases and perform UAT testing to ensure that specifications are met.
  • Manage email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle.
  • Set up users email notifications and customization of users homepage and dashboards.
  • Assist and guide technical teams to follow the ITSM processes in general and collaborate on continuous improvement and quality of service.

Confidential

Administration Officer

Responsibilities:

  • Managing our frequent flier database using Mercator software to collate and update members’ accounts.
  • Ensure the end to end frequent flier process is maintained and improved upon when necessary.
  • Making flight reservations and issuing reward tickets as requested by frequent flier members using the SHARES booking software.
  • Monitoring and reporting process performance against KPIs and sending out periodical statement of account to our esteemed members.
  • Processing redemption of members’ frequent flier miles and ensuring receipt of the appropriate taxes applicable in accordance with company guidelines.
  • Manage and resolve all incidents and prevent their reoccurrence, follow up on unresolved incidents within the loyalty program.
  • Ensuring proper administration and documentation of eagleflier materials and liaising with external vendors to ensure smooth service/product delivery per stipulated SLA.
  • Ensuring proper management of the frequent flier service centre.

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