SUMMARY

• Success - driven ServiceNow Business Analyst with proficiency in IT Service Management and ITIL best practices to drive business needs.
• My gained expertise includes Service Catalog, Request Fulfillment, Incident Management, Problem Management, SLM, Change Management, Service Asset & Configuration Management and CMDB and perform requirement gathering from both internal and external Stakeholders for service enhancement and continuous service improvement
• me’ m equally skilled in ITSM process management implementation to improve ServiceNow platform by leveraging cross functional group collaboration for effective process improvements, service delivery and rapid solutions through agile approach. Excellent use of mock-ups, use cases, process scenarios and workflow analysis
• Bi-directional Integration of ServiceNow Incident Management and Jira
• Integration of Splunk, ScienceLogic, Appworx and Airwatch with ServiceNow
• Integration of Workday & ServiceNow for employee onboarding & facilitate work order
• Implementation of incident record producer and incident template.
• Restructuring & Re-engineering of Service Catalog taxonomy to improve user experience & align with CMDB and business services for one stop data maintainability & automation.
• Engage in revamping and building teh CMDB and integration with Asset Data by populating teh CMDB, creating CI relationships, understanding baselines, and using proposed changes
• Build Service Catalogs, Service Catalog Categories and Catalogs items from scratch and Variable Set
• Implementation of HR Case Management and HR Portal
• Benchmark existing system performance in ServiceNow Upgrade projects (Eureka to Fuji, Geneva to Helsinki and Helsinki to Istanbul)
• Facilitated requirements gathering workshop for Service Catalog revamp project to define a distinct high-level split of catalogs into multiple catalogs - Service Catalog and Technical Catalog
• Lead ServiceNow implementation planning including issue tracking, communication and deployment management for various ITIL processes.
• Coordinate Service Catalog restructuring project of over 200 catalog items into teh appropriate category classification with right workflow and approvals in teh request fulfillment process.
• Cleanup email notifications for various IT processes on ServiceNow to meet customers’ needs.
• Managed over 500 Products Backlog Items to give a current visibility of their current status and their environment for management decision making.

PROFESSIONAL EXPERIENCE

Business Service Analyst

Confidential

Responsibilities:

• Understanding teh needs of multiple stakeholders and translates those business need into technical requirement for dev-op teams.
• Clearly articulates and documents business requirements for easy understanding by teh team.
• Facilitating teh negotiation of requirements amongst multiple stakeholders with business high level question to ensure due diligence around teh requirement.
• Communicate with business users in an effective manner via regular meetings, emails, to review functionality, status, decision points, recommendations, and increase utilization of application/system features.
• Actively contribute to teh continuous improvement of department processes through ongoing initiatives.
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
• Completes projects by coordinating resources and timetables.
• Facilitates quick fix of requirement from business stakeholders to avoid going through entire sprint lifecycle
• Creating, analyzing, and validating detailed functional specifications.
• Facilitating design sessions with teh implementation team to define teh solution.
• Assesses teh risks of various solutions and prioritizes competing business demands.
• Working with key business users and department managers to understand current business problems and identify opportunities for analysis and development of tools or reports.

Confidential

ServiceNow Business Analyst

Responsibilities:

• Partner with Service Owners and Process Owners and other stakeholders for enhancements intake to define requirements
• Perform requirements gathering and validate requirements with IT process owners & business.
• Prepares and presents periodic reports to demonstrate comprehension of departmental functions and to offer observation and recommendations with respect to those functions.
• Prepares and presents periodic reports to management to provide updates of currents status of backlogs stories for decision making.
• Work with Service Owners, Process Owners and Stakeholders to review performance trends and validate service management best practices are enforced
• Facilitate Service Catalog revamp exercise to make it more intuitive for easy navigation, catalog item representation & identification to increase user experience
• Collaborate with Service Owners and Service Providers to design and build both IT and Business Services for a Service Catalog, including but not limited to requirements documentation, design of teh order form, approvals, service plan (workflow), email notifications, and integrations.
• Ensures teh appropriate views of teh service catalog are provided to teh right users and review SLAs for fulfillments
• Build and Run reports, as required by upper management to review and do assessment of service operation
• Create and review test plan to include test scripts and test cases, coordinate and perform tests in ServiceNow QA and UAT instances and post-implementation review.
• Facilitate requirements for process evaluation of new or existing services through onboarding process for applications & IT services to provide standard and quality business services
• Provide recommendations for teh definition of services and service packages, service package descriptions, interfaces, dependencies, and consistency between teh service catalog, portfolio and configuration management.
• Coordinate relationships between business & technical teams to detail user stories (requirements) to be approved for Sprint
• Liaise between IT and business to gather & validate requirements to meet business needs for different ITIL process areas-Service Catalog, Request Fulfillment, Technology Asset Management, Change & Incident Management.
• Facilitate meetings with stakeholders to gather and document requirements and explore potential configuration solutions.
• Coordinate teh implementation of Performance Analytics for real time monitoring, reporting and identify opportunities for improvement.
• Develop KPIs, operational metrics, process improvement metrics, knowledge management scorecards, Incident, Request, Problem, and Change reports
• Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
• Identifying areas of process improvement & recommending solutions dat detail benefits/values, cons and risks
• Promoting continuous process improvement practices through process metrics/KPIs, and dashboards
• Managing and communicating ITSM process and business requirements to teh implementation team as a bridge to ensure dat teh proposed solutions meet teh customer's expectations
• Collaborate with other System Administrators and ServiceNow support concerning strategies and technical aspects of platform upgrades

Confidential

ServiceNow Business Analyst

Responsibilities:

• Assist in building business requirements in teh development of future functional requirements and halp ensure teh IT process is adhered to throughout teh deployment lifecycle
• Prepare periodic reports by collecting, analyzing and summarizing performance data and trends, corrective actions, and service delivery improvements
• Work with key stakeholders to gather & interpret business needs in a software development environment (SDLC) through enhancements intake process.
• Work with Dev Ops to test and verify testing and data integrity of interfaces between ServiceNow and other systems
• Responsible for reviewing requirements to ensure sufficient detail for accurate implementation estimation
• Manage intake, prioritize and organize enhancement requests, manage UAT sessions, and drive efficient user experience
• Attend regularly scheduled meetings to identify any tasks or user stories dat are “at risk” and provides support as needed
• Document requirements and put them into User Stories and work with stakeholders to gain approval
• Develop ServiceNow Functional Requirement Documentation
• Create and update Documentation for ServiceNow knowledge base
• Represents project stakeholders throughout planning, development, and release processes
• Rob mind together with Service Owner and Process Owner to create enhancement for operational services
• Work with Process owners to make Service Catalog More intuitive and ensure dat Catalog description are Customers facing.
• Design and configure a moderate request form for catalog items and ensure dat needed requirements are still gathered.
• Ensures dat Service Catalogs has a well establish and naming convention for services
• Identify opportunities and promote continuous process improvement practices through metrics, KPIs, and dashboard reporting.Provide weekly reports documenting issues, risks, potential project changes
• Develop use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow
• Perform UAT and identify gaps in teh requirements as well as Acceptance Criteria
• Identifies process and systems improvements dat drive quality within teh team
• Establish strong rapport with clients, keeping both internal and external stakeholders informed of progress on a consistent basis
• Continuously improve teh customer experience by connecting teh value and benefit of teh ServiceNow platform to client needs and objectives through building requirements with stakeholders
• Gather, document, and analyze business and technical requirements to improve system capabilities and automate process flows
• Facilitate workflow enhancements to teh ServiceNow application including automation and/or additional self-service features and functions