Senior Business Analyst Resume

SUMMARY

10+ years of work experience in
ServiceNow Certified System Administrator
Expert in technical aspects of telecom technologies with special focus on OSS/BSS functionalities.
Good interpersonal, presentation and communications skills.
Working experience of Clarify (CRM) application customization and development and interfacing with external systems.
Good work exposure in Oracle, MS SQL Server, MS Access databases.
Knowledge in Visual Basic application development.
Currently Working on Amdocs Clarify (CRM Tool).
Undergone Training on Clarify 12.5 & 13.1(CRM Tool) by Amdocs.
Experience in handling web based and product development projects.
Extensive background in studying business processes, preparing requirement analysis, database designing and application development.
Knowledge & experience in ASP, JSP and Internet application development.

PROFESSIONAL EXPERIENCE

Confidential

Senior Business Analyst

Responsibilities:

Manage the deployment of ServiceNow (ITSM, ITBM & Security Operation) modules.
Involved in implementing integrations of ServiceNow with 3rd party systems (AD, LDAP, OKTA, SAP, Qualys etc.)
Planning schedules and resources for backup, cloning and periodic upgrades of ServiceNow instances.
Experience in managing greenfield implementations and support/sustenance projects.
Conducting workshops to gather business requirements and documenting them in the form of Business Requirement documents and Functional Requirement Specification documents.

Confidential

Senior Technical Consultant

Responsibilities:

Requirement gathering from the client (Microsoft, Redmond) and preparing the BRD’s (Business Requirement Document) and FSD’s (Functional Specification Document).
Communicate with multiple stake - holder’s that include Operations, Deployment, UAT, Development, Quality Assurance and PMO’s and to ensure the smooth delivery of projects.
Also involved in designing the flow of data/logic and designing algorithms to help the development team at the beginning of the development phase.
Assigning development chunks from large projects to team members based on their respective technical expertise and strength. Also involved in assigning production bugs to team members.
Code review of the development team post completion of development phase and mentoring team members in adhering to Microsoft standard’s while writing code.

Confidential

Lead Clarify Developer

Responsibilities:

Identifying solution within CRM Clarify system for business requirements .
Implementing solution by creating design, code development and unit testing based on established standards and best practices.
Supporting of testing by fixing defects .
Providing third level production support of Clarify CRM System (by addressing and resolving production defects).
Communicating with cross-functional IT teams such as Portals, Network, Billing & Mediation, SAP etc. to develop and design the best possible solution during a project lifecycle.

Confidential

Clarify Developer

Responsibilities:

Customizing Clarify forms (classic client), code debugging, bug fixing, code enhancement, application design and development using Clear Basic.
Usage of UI Editor & Clear Basic Exchange Toolkit for importing code used in Clarify forms.
Usage of DD Editor and ddcomp for Clarify Database Schema related changes.
Usage of dataex, CBbatch & Clear Basic API Toolkit for various customization techniques.
Development of e-Support (thin client) using ASP, Clarify Business Objects and IIS.
Design and development of a custom web application (Tele Sales System) using JSP’s and deployed using Weblogic which was made accessible on a Blackberry device.
Tuxedo and troubleshooting Tuxedo services in firewall environment.
Significant experience in all phases of Clarify CRM implementation projects including: system design, application code development, package installation and system maintenance.