SUMMARY
- IT Service Management professional and Business Analyst with measurable success at best practices analysis and passionate about providing support in all areas of customer journey and satisfaction by ensuring technical solution meets the business needs and benefit the organization.
PROFESSIONAL EXPERIENCE
Confidential
Business Analyst
Responsibilities:
- Elicit, analyze, communicate and validate requirements for business processes, accurately translating them into functional and technical requirements for the development team
- Development of services within the Service Catalog - Personally develop and introduce services into production using an Agile methodology including the usage and testing of stories for each service
- Led internal project for IT Service Management and IT Business Management implementation using Agile methodology
Confidential
ServiceNow Administrator
Responsibilities:
- Personalized and created forms and fields, created and managed update sets migrated from one instance to another on the ServiceNow platform
- Worked on Catalog item, Order Guide with workflows related to catalogs
- Created users, roles, groups, tables, delegated approvals, locations, departments within ServiceNow platform
Lifeforte International High School
Business Analyst
Responsibilities:
- Develop stories for and work with developers when engaged in complicated requests and/or automation requests, including final testing before introduction to production - Work with management and the Service Catalog and Portal owner on continuous improvements of the Service Catalog and Portal
- Building and fortifying a relationship with each owner and area as many future services come from our current owners - Supporting owners and end-users who have issues regarding the use of the Service Catalog
- Participated in reviews and retrospectives with teams and stakeholders to ensure customer feedback and expectations for quality product are met
