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Sr. Service Now Business Analyst Resume

New York, NY


  • Having 7+ years in ServiceNow Business System Analyst, specialization on requirement elicitation and implementing final solution through customer acceptance.
  • Experience in implementation of the Software Development Life Cycle (SDLC) using various methodologies and frameworks such as Waterfall, Hybrid, Scrum, Scaled Agile Framework (SAFe), Kanban and XP.
  • Excellent knowledge in working in various domains such as Telecom and Finance/ Banking.
  • Extensively involved in delivering and deploying high - quality software in large and medium scale projects. Proven expertise in managing and solving complex business problems using analytical, problem solving and communication skills. Extensive knowledge in Web services, API’s, Microservices. Knowledge of Monolithic Architecture, 3-Tier Architecture, Service Oriented Architecture and Microservices Based Architecture.
  • Experience with various Software Development Lifecycle (SDLC) methodologies such as Waterfall, Scrum, SAFe, Hybrid and Kanban.
  • Expert in eliciting requirements by conducting and facilitating Interviews, Requirements Workshops, Brainstorming sessions, Document Analysis, and other techniques as necessary with Business and Technical teams.
  • Experience in performing Risk Analysis, GAP analysis, Root Cause Analysis, Cost-Benefit Analysis, SWOT Analysis, Impact Analysis, and other Analysis Techniques as needed.
  • Involved in SWIFT, ISO XML knowledge, RTGS and Bank Application administration and maintenance, specifically on international settlement and banking transaction using SWIFT code system.
  • Conducted Joint Application Development/Design (JAD) sessions, interviews, brainstorming sessions and Joint Requirement Planning sessions (JRP) with end-user, clients, stakeholders, development group and Subject Matter Experts (SMEs).
  • Provided support on various issues in Fixed Assets in the areas of settlement of WBS to AuC, depreciation in multiple currencies
  • Hands on experience with the complete front to back trade lifecycle. Front Office Derivatives Trading (Trade Capture, Trade Valuation, Swap Pricing and Valuation, Trade Execution, Clearing, Margin Management and Back Office (Trade Matching, Trade Reporting, Confirmations/ Affirmation with Deriv SERV).
  • Co-coordinated the UAT with the SME’s to make sure that all the Business Requirements are addressed in the application.
  • Provided expertise in the design, development and testing of new subscription-based billing platform (SBP) to support & accommodate different cloud offering like Enterprise License Agreement for (Term & Perpetual), Upsell/Down sell SaaS offers including Pre-payment scenarios for Utility Drawdown models.
  • Experienced in converting Business requirements to Technical Requirements and creating System Requirements Specification.
  • Prioritized business requirements with users and documenting business requirements.
  • Worked as a liaison between Stakeholders, Technical Team and Subject Matter Experts to elicit, analyze, communicate, validate, and verified the requirements for complex changes to current business processes, policies and information systems and the development of new business processes, policies, and information systems.
  • Operating SWIFT messaging service for financial messages, such as letters of credits, payments, and securities transactions, between member banks worldwide.
  • Experienced in creating UML Diagrams to provide a better understanding of the process flow of the organization.
  • Developed UML Diagrams like Activity Flow, Sequential Flow, Class Diagram, Swim lane diagrams, and E-R Diagram.
  • Experienced in Writing Technical User Stories and creating Requirements Traceability Matrix.
  • Experience in validating resource requirements and develop cost estimate models.
  • Proficient in SQL Queries to extract data.
  • Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, PPM and other ServiceNow modules.
  • Excellent knowledge in Asset Management, Wealth Management, Investment Banking, Derivative products. such as Options and Futures, Credit Card, Insurance, Bonds, Sarbanes Oxley Act (SOX), GAAP, GAAS, IFRS, CCAR
  • Create an As-Is and To-Be business process flows to ensure that the implemented business process and supporting software needs.
  • Review the UI Artifacts and works with the creative team in the development of web-based applications.
  • Experience in relationship building with cross-functional teams to deliver results through excellent partnership, communication, and negotiating skills.
  • Experience in creating Test artefacts such as Test Plan, Test Scenario and Test Cases.
  • Performed Functional Testing and collaborated to perform Regression and Load Testing. Set up the environment for UAT, facilitated UAT Sessions and also proficient with UAT Cycle.
  • Developed knowledge of Anti Money Laundering and Trade Surveillance.
  • Used XSL-FO to generate Pre-Canned as well as Ad-Hoc reports.
  • Facilitating teams’ transition from traditional software development approach to CI/CD, so that high-quality functionality can be rapidly deployed into production.
  • Great IT Service Management (ITSM) experience in Service Catalog, Requirement Fulfillment, Self Service Portal, Incident Management, Change Management, Release Management, Problem Management, Learning Management on ServiceNow platform.
  • Experience with ServiceNow upgrade projects: Eureka to Fuji, Fuji to Geneva and Geneva to Helsinki
  • Assisted Product Owners in developing User Stories based on INVEST criteria and prioritizing them using Moscow and Kano techniques.
  • Participated in Scrum and SAFe ceremonies: Sprint Planning, Daily Scrum, Sprint Review Sprint Retrospective, PI planning, Iteration Planning, Team Backlog Refinement, Daily Stand Up, Iteration Review and Iteration Retrospective.
  • Self-starter, Pro-active, Flexible, can-do attitude with an ability to adapt to any environment.
  • Excellent communication and customer interaction skills.
  • Generated requirements for Capital Markets - Fixed Income Investment Management Business, Portfolio Management, Hedge funds, corporate actions, Brokerage and Trading Model within the scope of both the Front and Middle Office.
  • Excellent with SOPs/KTs to make my team understand in a step-by-step approach.


Project Methodologies: Agile (Scrum), Waterfall, RUP

Business Modeling Tools: MS Visio, Rational Rose

Business Skills: Business Definition Requirements, Business Process Analysis & Research Use Case Modelling & Analysis

Requirement Management Tools: Rational Suite (Requisite Pro, Rational Rose, Clear Case Clear Quest), SharePoint

Defect Tracking Tools: JIRA, Quality Center, Rational Clear Quest

Project Management Tools: MS Project, MS SharePoint

MS Office Suite: MS Word, MS PowerPoint, MS Access, Outlook Express, MS Visio

RDBMS: MS Access, SQL Server


Confidential, New York, NY

Sr. Service Now Business Analyst


  • Responsible for the design and development of IT System.
  • Acts as liaison between the customer and the IT organization to supply technical solutions to meet user needs.
  • Organized and lead a small team to resolve complex business problems.
  • Worked on SWIFT gateway applications like SWIFT Alliance Access SAA, MERVA etc.
  • Provided trade support to the Fixed Income trading desks for various products including Interest Rate Swaps, Credit Default Swaps, Treasury Trades, and other Money Market products and OTC Derivatives.
  • Analyzes customer operations to understand requirements and determine opportunities to streamline processes.
  • Translate high-level customer requirements into functional specifications for the IT organization.
  • Created use-case scenarios and storyboards in MS Word and MS PowerPoint for better visualization of the application and managed them using Rational Requisite Pro.
  • Provided support on various issues in Fixed Assets in the areas of settlement of WBS to AuC, depreciation in multiple currencies
  • Identifies data sources, constructs data decomposition diagrams, provides data flow diagrams, and documents processes.
  • Worked on multi-system complex integration projects, meets the scheduled deadlines, and resolve problems without impacting schedules or the projects.
  • Conducted GAP analysis to determine difference in the workflow of clearing eligible credit and interest rate derivatives and their bilateral counterparts to determine the impact to downstream systems.
  • Worked on support issues in AR relating to billing, payment processing, account clearing, GL account assignments from SD, payment terms, Credit Management, dunning and customer statements.
  • Understand technology trends and uses this expertise to develop customer solutions.
  • Develop design and functional specifications, produces project related deliverables, and assists in post-implementation support and system enhancements.
  • Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
  • Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in ServiceNow.
  • Knowledgeable in configuring, administering ServiceNow application and building customized application not involving scripting.
  • Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs.
  • Worked with Case Management, Actimize. Trade Surveillance and ad-hoc filtering tools to assure compliance
  • Working in the capacity as Sr. Business Analyst and SME to convert data from Wealth/Trust IRT & Legacy Risk Financial Systems
  • Gathered requirements & designed solutions to address process/system GAPS to ensure Intercompany (Virtual Trader) application to systematically handle, and transact Title Transfer & IC COGS business events independently based on the new milestone messaging events
  • Responsible for compiling and synthesizing information concerning technology processes or systems.
  • Created technical and marketing documentation for Anti-Money Laundering software and Fraud Risk Software
  • Implemented Front End to a Fixed Income Derivatives Trading System, including trade blotter and interfaces to risk management, accounting, and middle and back office.
  • Gathered user and business requirements through interviews, surveys, prototyping and observing from Wealth Management Portfolio Managers/Advisors for its 'Wealth Management Project'. Also worked on OTC Derivatives Trading Management activities.
  • Keep track of the project backlog and make sure all the projects on track within the given timelines.
  • Participate in UAT validation make sure all the changes are as per the business requirements.
  • Facilitated the Enterprise Release, Minor Releases, Break Fix Releases, and also participated in the Release Planning.
  • Keeping track of the Production Defects, making sure they are fixed as soon as possible and ready for the Next Release.
  • Conducted the JAD Session, to clarify the Technical User story to the team.
  • Proactive in setting up a call with Business Team, Development Team, and other impacted teams to resolve the issues pronto, and come up with better alternatives.
  • Assess the Agile implementation of different projects teams, identifying any gaps or improvement areas.
  • Collaborated with BSA Compliance Officers and Risk Management to generated reports for all the trades which are screened in Front Office to comply with KYC/AML procedures.
  • Worked on resolving Check Printing and Payment Advice issues in Accounts Payable.
  • Responsible for creating a Systematic process flow for efficiency.
  • Hands on experience on funds transfer application including the messaging system like SWIFT and FIX protocol. CHIPS and Fedwire.
  • Responsible for keeping teams within the scope of the project and completing the milestones on time.
  • Identified UI requirement, created Wireframes using MS Visio.
  • Tracking of Upstream and Downstream dependencies progress, and making sure my team is receiving the committed work from them to avoid any blocker.
  • Analyzed Prime Brokerage clients' (i.e., Hedge Funds) account level, transactional, and supportive information including sensitivities data analysis, loss slides, margin breaches, liquidity requirements, Term Margin Agreements (TMA) and Market Color Reports.

Environment: MS Visio, MS Office Suite (Word, PowerPoint, Access, Excel), JIRA, UML, HTML, SQL Server, Quality Centre, Business Objects.

Confidential, Richmond, VA

ServiceNow Business/ System Analyst


  • Involved in Preparing BRD after gathering the business requirements from the business users using elicitation techniques such as Brainstorming, Focus Groups, Document Analysis, Observation, and Interviews.
  • Involved various proprietary testing tools for testing Equities, matching engines and new equity and options orders on primarily on the newly introduced Arca Direct gateway and on exiting FIX messaging gateways
  • Prepared and analyzed AS-IS and TO-BE in the existing architecture and performed Gap Analysis.
  • Gathered business requirements through Interviews, Surveys, and Document Analysis and UI User Interface of the existing legacy application.
  • Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams, according to the UML methodology using MS Visio.
  • Co-ordinated with Business, IT and Operations to author Detailed Business Requirement to automate OTC Derivative Life Cycle Management for Clearing Eligible OTC Interest Rate and OTC Credit derivatives.
  • Acted as a liaison between business users and system development team during the development process.
  • Developed and maintained the project plan using SharePoint.
  • Gathered user and business requirements through interviews, surveys, prototyping and observing from Wealth Management Portfolio Managers/Advisors for its 'Wealth Management Project'. Also worked on OTC Derivatives Trading Management activities
  • Follow up with the end-users and developers for user satisfaction.
  • Performed Customer Due Diligence, KYC, Risk Rating, investment screening and selection, for the private client group, as per bank's Compliance and AML guidelines
  • Excellent technical command to work with Agile project management tool like Rally and JIRA.
  • Experience working on multiple projects, with both experienced and new agile teams and ensuring delivery of high-quality projects within budget & schedule
  • Write and review extensive sets of test scripts used for QA Testing & UAT testing in ServiceNow.
  • Experience designing and creating User Records in ServiceNow for new users.
  • Experience in migration project of Asset records from IBM Maximo to ServiceNow platform.
  • Facilitated roll out of ServiceNow modules.
  • Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
  • Worked with the SME’s to develop Identity and Access Management (IAM) Program Framework
  • Understood Fixed Income, Bonds and Bond Trading Cycle, Equities and Equity Trade Cycle, Derivatives (Options and Futures), Portfolio Management, Wealth Management, and Sales and Marketing.
  • Conducted market research and analysis in Capital Markets consisting of Stock Market and Bond Market
  • Prepared for GAP Analysis; identified and documented improving areas to meet capital requirement regulations.
  • Monitored and supported Securities Trading, Order Processing, Customer Portfolio, KYC Know Your Customer, Credit Risk and other on-line Banking systems.
  • Upgraded PeopleSoft from FSCM 8.9 to 9.1. Worked on several reports relating to FSCM module sap, AR, PO, IN and GL relating to aging, vendors, matching, Stock Status and payments.
  • Worked on several reports relating to FSCM modules AP, AR, PO, IN and GL relating to aging, vendors, matching, Stock Status and payments.
  • Worked with the SME, Tech Lead and 3rd party vendors in gathering requirements and data transaction information related to Capital Markets - Online Brokerage, Conventional Brokerage, Orders, Trades Executed and SPS Orders for reinvestment agreement to write global specs.
  • Involved in weekly meetings with the development team to resolve the technical issue.
  • Worked with the Quality Assurance team to create Test Plan and Test Cases and conduct unit, integration, and system testing.
  • Involved in different phases of Test effort like Smoke/Sanity Testing, Functional Testing, Regression Testing and UAT
  • Assisted the UI/UX team in Designing Service Oriented Architecture for enhancing the project.
  • Identified SOAP Web Services in the internal UDDI.
  • Re-mediate issues on applications and make sure updates are done in ServiceNow. Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow.
  • Defined the messages, input and output of the Web Services that were developed by the team.
  • Ensured that the published Web Services were documented in WSDL and published in the UDDI.
  • Experience in Hogan application mainframe.
  • Evaluates wire transfers and other payments for potential fraud, money laundering, patterns and inconsistencies.
  • Performed authentication and authorization by entering into an agreement with DocuSign for digital signatures.
  • Integrated DocuSign Webservices with existing system architecture to offer e-signatures functionality to end client
  • Involved in integrating DocuSign Webservices and keeping a close eye on NIST DSS compliance.

Environment: MS Visio, MS Office Suite (Word, PowerPoint, Access, Excel), JIRA, UML, HTML, SQL Server, Quality Centre.

Confidential, Columbus, OH

Business Analyst


  • Assisted in drafting the Business Requirement Document (BRD) by collaborating with technical teams and stakeholders.
  • Facilitated JAD sessions, Questionnaires, Document analysis and Interviews with the stakeholders for the requirements elicitation.
  • Documented Meeting Minutes from the JAD Session as well as responsible for getting a sign-off on them from the JAD participants.
  • Conducted detailed gap analysis to understand limitations of the existing system and contributed to design of future system; assisted in modeling the AS-IS business workflow adhering to UML standards.
  • Extensively and closely worked with the business owners, conducted formal interviews, live meetings and JAD sessions to identify requirements and functional specifications.
  • Use various technology systems including: DTC, FED, Loaned, Euroclear, SWIFT, SQL, Bloomberg, Workbench and Global One. Very familiar with Reuters, SWIFT payments, and foreign currency exchange
  • Handling the SWIFT inquiries (MT191, 192, 195, 199) from clients (Banks) relating to their account and of their MT 101,102,103, MT 202, MT202cov payments, SEPA, and other Domestic payments.
  • Used JIRA and Confluence to create User Stories and Visio to create UML diagrams including use case, activity and sequence diagrams to extract business process flows.
  • Strong Knowledge on Fixed Income, Bonds and Bond Trading Cycle, Equities and Equity Trade Cycle, Derivatives (Options and Futures), Portfolio Management, Wealth Management, and Sales and Marketing.
  • Created Use Case diagrams, activity diagrams, sequence diagrams in MS Visio
  • Tracked testing and capture screenshots for testing purpose using Jira.
  • Worked on Agile Methodology with monthly release and weekly sprints.
  • Documented detailed epics and user stories to detail the business need.
  • Identified Use cases from the Functional Requirements and wrote Use Case Specifications and created “TO-BE Business Process Workflow” diagrams (Activity diagrams) in MS VISIO.
  • Worked on Wireframes and Mock ups for the UI/UX designers to aid in visualization
  • Wrote SQL queries to access the data from the database.
  • Maintained a Traceability Matrix to ensure that all Functional Requirements are addressed at the Use Case Level as well as the Test Case Level.
  • Performed Functional and GUI Testing to ensure that the user acceptance criteria are met.
  • Conducted UAT and involved in Code review sessions to ensure that the functionality of system aligned with the business requirements specified in the BRD
  • Used the test case management tool Test Director for requirements, test cases, tracking and logging defects and assigning priorities to defects

Environment: MS Visio, MS Office Suite (Word, PowerPoint, Access, Excel), JIRA, UML, HTML, SQL Server, Quality Centre.


Business Analyst


  • Interviewed client’s/business partners, defined functional and non-functional requirements, and captured them in Requisite Pro.
  • Gathered requirements by conducting extensive user interviews and surveys among stakeholders and end users of the application.
  • Responsible for completion of Business Requirements utilizing agile methodology and document product requirements and project plans on the JIRA.
  • Validated the requirements gathered for effectiveness and usability and ensured if they are convertible into business and functional requirements.
  • Expertise in writing Business Requirement Document (BRD) & System Requirement Specification (SRS).
  • Development and Pre-validation specifications.
  • Developed high level design of new processes and graphically presented them along with text-based requirements to IT management
  • Conducted JAD sessions to refine prototypes, prioritize and time-box use cases
  • Functioned as the primary liaison between the project team, operations team and other technical areas throughout the project
  • Developed and Implemented Money Movement system to empower HSBC to introduce new services.
  • Developed an easy-to-use system with the ability to make secure funds transfers directly from a customer's account to a third party
  • Performed a research on latest EFT trends in the global market.
  • Assisted operations team in developing content and training materials in the form of a usable and search-able knowledge database
  • Participated in data analysis for verification purposes using SQL queries, views and procedures.
  • Tested solution and coordinated user acceptance testing, ensuring that solution performs to expectations and meets all requirements for accuracy, clarity and ease of use.
  • Performed Back end testing, Database table manipulation using SQL.

Environment: MS Office, Mainframes, Share Point, MS Access, Windows XP, Snag IT, Congas, Audit Studio, MS Office, HTML, ETL, XML, Data Warehouse.

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