PROFILE:

• I am a business analyst with 7 years experience in design and driving requirement gathering sessions with stakeholders, ensuring that business needs are translated into technical requirements that will ultimately provide Customer/User satisfaction.
• I have excellent experience working in an Agile environment with ITSM best practices, implementing end - to-end projects in different modules of the ServiceNow interface with strong knowledge of SDLC Scrum methodology.
• My Project experience covers Service Catalog and request fulfillment, Incident Management, Knowledge Management, Change Management, Release Management, Request Fulfillment, Problem management, SLA definitions, Asset management, Inventory and Contract, HR, Self-service portal. Integration and migration to ServiceNow and ServiceNow upgrades. End to end implementation.
• I also have more than 3years experience as a Project Manager. I have worked relentlessly to plan, budget, monitor and give detailed reports.

SOFTWARE SKILLS:

• Service - Now
• Jira
• Ms Visio
• Outlook
• Microsoft Office Suite
• Daily Scrum.

CAREER HISTORY:

Confidential, MA

Senior Business Analyst

Responsibilities:

• Coordinated and facilitated extensive user interviews and workshops to gather and analyze requirements
• Functioned as the bridge between functional business units and IT.
• Took responsibilities for various applications to be retired or migrated
• Viewed logs and customer access for each application to determine the next solution for each files
• Created Product Backlog, Sprint Backlog and managed User stories.
• Led daily stand-up meetings.
• Participated in sprint planning, daily scrums, testing, retrospectives and sprint reviews.
• Work closely with the assigned project managers / scrum masters and business to define the scope of a project
• Perform testing and validation for the projects. Ultimately own accepting the work from technology side
• Proficient knowledge of tools such as Jira for backlog management
• Perform duties of Lead Business Analyst / Product Owner for high visibility and high priority projects
• Excellent problem solving abilities
• Demonstrated use of best practice business and technical analysis principles such as process analysis and definition using structured approaches, etc
• Identify and raise risks, issues, assumptions, dependencies, etc. to support solution delivery

Confidential, MA

Business Analyst

Responsibilities:

• Requirement gathering, validating requirements with stakeholders for proper sign-off before development
• Review and translate business needs into requirements for technical development
• Write and submit user stories using best practice method of who-what-why with clear cut Acceptance criteria
• Complete QA testing to ensure that requirements are built according to stakeholder’s specifications afterwards carry out testing demo with stakeholders.
• Write and review test scripts for stakeholder UAT Testing of enhancements/defects developed for various process areas
• Manage Backlog and ensure that stories are developed and released in agreed sprints
• Member of the Scrum meetings- daily standup, backlog grooming, sprint planning, retrospective meeting, releases
• Set up the enhancement intake process for the client
• Worked on standard email notification for all active application in the service now interface e.g. Problem, Incident, Request Fulfillment, Enhancement process intake process.
• Conduct weekly and bi-weekly meeting with stakeholder to review ideas/enhancements from users
• Collaborate with service owners during the weekly or bi-weekly meetings to develop new items, activate new modules and also maintain the IT service request fulfillment
• Gathered requirement on standard SLA for catalog items, Under-pining contract and priority tickets
• Gathered requirement for the Platforms and data Management
• Create document mock-ups to support requirements & write use cases with process scenarios
• Gathered requirement for the HR onboarding and Offboarding form for both automated and manual process
• Facilitate continuous service improvement by working with stakeholders in all required modules via enhancements and defects
• Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value
• Attend daily scrum team stand up calls with scrum master and team members
• Create training plan and documents and carry out training/demo on ServiceNow for end users as part of knowledge transfer to teams on assigned branches
• Engage in weekly story backlog grooming with process owners for incident, problem, service catalog, request fulfillment, change, and self-service portal
• Successful completion of projects/enhancement within measured sprints

Confidential

Business Analyst

Responsibilities:

• Lead and participate in requirements gathering; validating requirements with process owners to meet proposed business value and offer advice where applicable.
• Review & translate business needs into Requirements for technical development teams (Dev Ops)
• Create, detail and review user stories with IT process owners/stakeholders in ServiceNow SDLC.
• Collaborate to ensure that SLA’s are met to ensure that customers/users satisfaction remains high, and escalations are prompt
• Serve as a point of contact between the business and technical teams for application development and post production review in ServiceNow modules (Incident, Problem, Change, Service catalog)
• Carry out demo/training for all users so that proper knowledge on using the service request management process is followed when requesting for items.
• Ensure that all tasks associated with a request are properly executed by fulfillment groups to ensure a seamless process
• Facilitate migration and integration projects on ServiceNow with other applications like Jira
• Implementation of two step checkout model and implementing clearly defined variable sets used more consistently across catalog items
• Create 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
• Design and manage email notifications for service catalog, request fulfillment, asset and configuration management, incident and problem management with escalation requirements
• Lead in requirements gathering workshop for service catalog revamp project to define a distinct high-level split of catalogs into multiple catalogs such as Service Portfolio catalog, Service catalog and Technical Catalog
• Gathered requirements around the revamp of service catalog to provide a more user friendly.
• Assist in coordinating the process integration between incidents and other related records
• Validate requirements from stakeholders to maintain process flows, use cases, information needs, test scenarios and obtain functional design specification approvals
• Assist in SQL, Tableau with Dev team to diagnose and fix problems
• Engage in weekly story backlog grooming with process owners for incident, problem, service catalog, request fulfillment, change, and self-service portal
• Facilitate continuous service improvement project to ensure consistency of variables across multiple processes/ modules and variable sets across several catalogs
• Collaborate with process owner, service catalog manager to develop, implement and maintain IT service request fulfillment process for enhancement intake of catalog items
• Mentoring trainee business analyst and sharing knowledge that will enable them carry out the job in the most professionally acceptable manner.

Confidential

Project Manager

Responsibilities:

• Designing and applying appropriate project management standards for in corporation in the MTN/AIRTEL/GLO Review Process
• Managing the production of the required deliverables
• Planning and monitoring the project
• Adopting any delegation and use of project assurance roles within agreed reporting structures
• Preparing and maintaining project, stage and exception plans as required
• Implement Fiber Optics backbone throughout Southern and Northern Nigeria for different Companies
• Establish Network connections between BTS sites all along project lines
• Lead surveys to determine requirements for new project in implementation of various network improvements
• Carryout expansion into 4G network for GLO/Airtel Nigeria
• Ensure Fiber-optics backbone is carried out on routes with futures expansions not affecting network downtimes.
• Managing project risks including the development of contingency plans
• Liaison with program management (if the project is part of a program) and related projects to ensure that work is neither overlooked nor duplicated
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control and configuration management processes
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments
• Liaison with appointed project assurance representatives to assure the overall direction and integrity of the project
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Adopting and applying appropriate technical and quality strategies and standards
• Identifying and obtaining support and advice required for the management, planning and control of the project
• Managing project administration
• Conducting a project evaluation review to assess how well the project was managed
• Preparing any follow-on action recommendations

Confidential

Junior Business Analyst

Responsibilities:

• Work with key stakeholders to gather requirements on all major ServiceNow modules and interpret business needs in a software development environment (SDLC) through enhancement intake process
• Create detailed user stories, review and validate stories with IT stakeholders in ServiceNow SDLC throughout its lifecycle
• Set up service catalog in a revamp project to define a distinct high-level split of catalogs into multiple catalogs such as Service Portfolio catalog, Service catalog and Technical Catalog
• Create training plan and documents and execute training on ServiceNow to end users and fulfiller training as part of knowledge transfer to teams in designated regions
• 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.
• Managed 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.
• Manage email notifications for problem, incident, request fulfillment, user story tasks and deployment activities for IT services in ServiceNow
• Implement defined variable sets that are applied across catalog items
• Perform QA testing during upgrade implementations in Confidential
• Develop detailed BRD and SRD used in the bring functional requirements to live
• Set up users email notifications and customization of users homepage and dashboards
• Create test scripts, use cases and perform UAT testing to ensure that specifications are met
• Assist and guide technical teams to follow the ITSM processes in general and collaborate on continuous improvement and quality of service