SUMMARY

• In depth knowledge of Software Development Life Cycle (SDLC), thorough understandings of various phases like requirements, analysis/design, and development and testing.Service - Now SME consultant to support Administration, Configuration and process design consultant for commercial customers.
• Around 3 years of IT industry experience as in application implementation and support and experience with the software development life cycle.
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
• Very good experience and knowledge, working in various phases of Software Development Life Cycle like Requirement analysis, Design, Development, Functional testing, UAT, maintenance and Production support.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now.
• Strong Knowledge of UML, RUP, Rational Rose, Requisite Pro. Proficient in creating Use Cases, Sequence Diagrams, Collaboration Diagrams, Activity Diagrams, Organized interviews, workshops, JAD sessions and requirement elicitation sessions.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Adept at coordinating with Stakeholders, Subject Matter Experts (SMEs) and end users to understand, analyze, communicate and validate requirements through User interviews, Joint Application Design (JAD), Joint Application Review (JAR) sessions.
• Experienced in interacting with Business, Technology groups and Testing groups in analyzing business requirements.
• Organized many Joint Application Developments (JAD) sessions and Joint Requirement Planning sessions (JRP), walkthrough, Interviews, Workshops and Rapid Application Development (RAD) sessions with end-user/clients/stake holders and the IT group.
• Experience with IT Service Management, Service Desk and Change Management processes.
• Excellent Analytical skills to understand the Business Process and Functionality, Business and Functional Requirements and to translate them to System Requirement Specifications
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Demonstrated ability to work efficiently in different phases of Software Development Life Cycle (SDLC) using Unified Modeling Language (UML), Rational Unified Process (RUP), Agile methodologies (SCRUM) and Waterfall methodologies in multi-tier-web-based architecture.
• Very good experience in collecting requirements for external and internal application communications using different technologies (Webservice, Message Broker, SFTP, Remote EJB, Mainframe and HTTP).
• Well versed in project management tools like MS-Project, SharePoint, Team Foundation Server for status reporting, scheduling and planning.
• Expertise in performing Functional, Regression, System, Integration, UAT, Operational, GUI and Performance testing. Excellent work experience on Front-end and Backend testing.
• Very good understanding IT related technologies (Java, J2EE, .Net, Mainframe, Webservice, Middleware, EDI, Database) to discuss with developers and business.
• Worked on different databases like Oracle and SQL Server.
• ITIL Expert v3 and ITSM specialist. And have served as ITSM process engineer lead, technical team lead, data center manager, and data migration solutions expert. Designs, builds and operates server/storage network systems and supports end to end lines of service.
• Strong Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Production support of ServiceNow platform and daily monitoring of Application health usage and running statistics for management review.
• Experience with integration methodologies and development as well as building integration to external systems, currently using as HTTP, MID Server and Web Service (Construction and integration testing).
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Created user manuals and conducted several UAT's for end users.
• Possess Good analytical, organizational and planning skills with demonstrated leadership abilities.
• Researched developing trends inside and outside of virtualization and Resolve the most technically complex, mission critical or politically customer issues.
• Deployed and tested products in physical and nested labs.
• Adept at developing effective security policies and procedures, project documentation and milestones, and technical/business specifications.
• Experienced in working Agile/Scrum/Waterfall methodology.

PROFESSIONAL EXPERIENCE

Business System Analyst

Confidential - GA

Responsibilities:

• Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Gather business requirements as necessary and apply detailed working knowledge. Review and validate the requirement specifications document with client process owners and publish the same to the functional and technical team.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
• Application UI Configuration for different modules (Incident, Problem, Change, CMDB and Service Catalog and other modules).
• Currently serving as configuration database manager and process designer for Service-Now implementation of CMDB. Adjunct consultant for Change, Release and Incident process development.
• Create Help Manuals and conduct training for each client appropriately.
• Served as the CampusVue Student System functional expert and lead for all projects relating to Student Finance.
• Involved in requirement gathering and database design and implementation of star-schema, dimensional data warehouse using Erwin.
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA.
• Skilled in confronting critical business issues, especially in areas of accounting, finance, management, and project accounting.
• Translate business requirements into IT systems solutions such as SharePoint, .NET and COTS applications.
• Worked on the configuration management and asset management modules in Service Now.
• Led the finance team for two of the largest projects in the US Southwest region while managing the financial analysis and reporting, budgeting, and forecasting of Worley Parsons Trinidad office.
• Designed and Implemented Reporting capabilities in Service now for Ticket Monitoring to Improve SLA.
• Reviewed test plans with QA Team, Business Analysts, Development, Product and Project Management, UAT Owners.
• Decreased reconciliation problems by effectively modifying and enhancing accounting processes within the project finance group.
• Enhance bid analysis and decision making for managers in Sales, Finance, and Compliance by expanding tool capabilities focusing on profitability and cash flow.
• Responsible for managing onsite and offshore QA Automation Team focusing on functional and Performance Improvement Testing.
• Work with Project Managers to establish cost and time estimates for implementation. Communicate / Interact with client business teams in understanding the system issues and work with the technical team in providing solutions.
• Working on migrating the documents from Vignette to SharePoint 2013 using Doc Ave.
• Preparing the Business Requirement Document (BRD), Software Requirement Specification Document & Functional requirement document (FRD).
• Negotiated contracts for the online banking merchant, compliance audit consultant and branch cleaning services.
• Engaged in agile project management life cycle of coordinating with business teams for requirement gathering, translation of same into technical specifications, organizing daily scrum meetings, removing impediments, creation of use cases/technical documents & artifacts, implementation and deployment into production providing updates of the project to the client.
• Lead project team of technical professionals through all phases of the SDLC using technologies including Oracle, Erwin, Data Stage, Data Warehousing, Websphere and Cognos.
• Engage client to gather requirement/ business roles and ensure alignment with development terms. Using skype or few online tools for a better understanding of the project requirement.
• Researched, wrote, and reviewed Suspicious Activity Reports on a daily basis while ensuring compliance with federal regulations.
• Produce detailed functional requirement specifications using different modeling techniques including use cases, swim lanes, workflow diagrams, screen mock-ups, etc.
• Work with system architects to ensure system design meets business requirements.
• Defining integration use cases for 3rd party integration with Service Now.
• Understanding of SQL queries and used to extract data from database for analysis, traceability matrices for baseline documents.
• Maintain product backlog with complex service workflow using Visio, review service generic details and setup SLA definitions.
• Extensive testing experience in writing and executing SQL queries in Oracle and SQL Server to test data migration, generate report for validating business rules and logic applied to data conversion from old databases to upgraded data warehouse.
• Coordinating with Client, development & testing teams for successful service migrations to Service-Now.
• Basic knowledge of project management foundational concepts and deliverables.
• Experienced in preparing excellent documentation on business requirements and deliver the best results with the IT teams.
• Experienced in working with various tools which is used for business requirements gathering.

Business System Analyst

Confidential - Wilmington, DE

Responsibilities:

• Develop Logical and Physical data models that capture current state/future state data elements and data flows using Erwin. Defined Functional Test Cases, documented, Executed test script in Facets system.
• Involved in daily meetings with Product managers and Technical team to customize ITSM Service now CRM.
• Worked closely with the Product Managers and Stakeholders to construct the product increment backlog.
• Inputted and maintained sales performance key indicators for Asia Pacific Finance Director on monthly basis.
• Initiating testing, trouble shooting and documenting process and results through service now.
• Reconciled and resolved sales discrepancies (reports) between Asia Pacific Sales team and corporate finance / accounting.
• Researched new technology that will integrate with Service Now CMDB and to replace existing outdated.
• Developed, implemented and monitored service level agreements with staff and application teams, ensuring compliance and quick resolution of specific issues.
• Analyzes "as-is" process of the existing system and understood the "to-be" process and provided assessment document & created process flow.
• Migrated Access Request Forms in Service Now Cloud System and Migrated Change Process from Change Control to Service Now Cloud System.
• Converting the business requirements into user stories and engaging user experiences for the web, tablet and mobile (IOS & Android) devices.
• Supported users on SharePoint 2003, SharePoint 2007 and SharePoint 2010 issues and fixing them.
• Proactively create knowledge base articles, FAQ's and publish in service now to reduce the count of training issues and recurring controllable incidents
• Worked closely with the IT department and Finance department to forecast budgets for major IT initiatives, track progress, and analyze project outcomes.
• Managing and organizing a team of four in both Wilmington and Buffalo to ensure enterprise regulatory compliance.
• Assist with addressing Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and sanctions compliance matters for financial institution/clients.
• Compiled supporting documentation and data including media and transactions in addition to documenting review findings for Compliance/Business management review.
• Develop technical solutions to leasing finance and accounting team by gathering and manage business requirements and lead in review process changes requests, acceptance, and deployment.
• Defined SharePoint solution based on user requirements, Sharepoint workflows & administer farm.
• Implemented and supported SharePoint 2010 document management system.
• Identified epic/user stories and prioritized them in sprints.
• Served as a functional lead for finance/supply chain modules for PeopleSoft system upgrade from 8.9 to 9.1.
• Responsible for providing general PS Finance systems subject matter expertise to user and technologies partners.
• Developed acceptance criteria and test cases for the sprint product backlog.
• Develop Logical and Physical data models that capture current state/future state data elements and data flows using Erwin. Defined Functional Test Cases, documented, Executed test script in Facets system.
• Putting a strategy around the structure and management of a high profile product catalog and extreme busy e-commerce channels.
• Created Windows Forms application, CS Data Validation Tool to query the Collection server database to find out the missing or corrupt data by comparing the SQL database values.
• Completed SharePoint 2010 functionality testing for applications converted from SharePoint .
• Utilize SharePoint Designer, InfoPath, and Nintex Workflow to create SharePoint applications.
• Participate in iteration planning, story estimation, daily stand-up meetings, demos, and retrospectives as a team member.
• Conducted informal Sessions to develop an architectural solution that the application meets the business requirements, resolve open issues and change requests.
• Use MS Office suite extensively (which included MS Word, MS Excel, MS Power Point, MS Visio, MS project) and HP QC for various documents and reports.
• Prepare documentation at each of stage of the requirements phase, including deliverables like Vision and Scope Reports, Requirements Work Plans, Business Requirements Documents, Use Cases, Process Flows, Technical Specifications or Functional Design Documents.
• Demonstrated understanding of application design, development, testing, integration and support.
• Identify test and use cases and develop plans for incorporating those test cases into the functional specifications and the overall testing plan.

Business Analyst

Confidential -Huntingdon Valley, PA

Responsibilities:

• Work as an interface between the stakeholders and the technical team to determine the project scope that defined all the key challenges, risks and project deliverables.
• Prepared all the business requirement documents, and ensured that proper documentation and standards were followed.
• Assisted in modeling and documenting the end-user's "As-is" workflow and "To-be" business processes using Microsoft Visio.
• Generated requirements through JAD sessions, discussions and one-on-one interviews with stakeholders.
• Open to the tools like MS Visio and UML for generating class object, component, deploying, use-case, sequence, collaboration, state, and activity diagrams.
• Performed detailed research about the project scope with the project requirements and specifications to provide estimates on effort and duration of test assignments.
• Worked on implementation of ICD 10 codes in claim processing system including Hospital, Medical, Dental, Medicare and other claims: made sure that all the claims are logged, loaded and correctly processed in the claim processing system.
• Worked on claim entry process using production data.
• Worked on paper and electronic claims with different coding standards.
• Thorough knowledge and experience working on ICD-9/ICD10 diagnostic and procedure codes, revenue codes, and CPT/HCPCS codes.
• Handled the HIPAA 5010 and ICD 10 implementations.
• Worked closely with software developers, business analysts, and other project management personnel involved in Software Development Life Cycle (SDLC).
• Performed Manual Testing to check the functionalities of the whole application.
• Developed and executed SQL queries to validate data.
• Performed Data Driven Testing using QC and was running regression test scripts in daily basis.
• Worked on QC for creating and documenting Test Plans and Test Cases and register the expected results.
• Provided defect and test status reports to the project management team periodically through QC.
• Coordinating and monitoring the process of testing of defects, bugs, releases and monitoring the smooth transition of them into production.
• Performed Regression testing to ensure no new unintended defects were introduced.
• Involved in weekly status updates showing progress of testing.
• Worked closely with product development team to ensure testability.