SUMMARY

• An enthusiastic, self - motivated and innovative professional with over 7years work experience with extensive subject matter expertise in IT, ITSM and Business Analysis.
• Comprehensive knowledge and experience in all aspects of the Software Development Life Cycle (SDLC).
• Proficient in using MS Office Suite, MS Visio, MS SharePoint 2010.
• In-depth knowledge of creating use case and workflow thereby helping development and Dev. Ops team in understanding the requirements.
• Enhancement of ServiceNow to ensure knowledge base is created on Self Service, Incident & Problem Management to resolve critical incident.
• Work closely with the development team in the root cause analysis during the development and UAT bug fixing phase.
• Facilitated JAD Session and communicated with Stakeholders, Development team, SMEs, System Analyst, Business Analyst and Project Manager.
• Experienced in software testing which involved development of test cases and test scripts, and User Acceptance Testing (UAT).
• Analytical, methodical, and resourceful approach to problem solving, identifying and documenting root causes and corrective actions
• Performed Gap Analysis to check the compatibility of the existing system infrastructure with the new business requirements
• Experience in Change Management Process cycle (Identify, Analyze, Evaluate, Plan, Implement, and Review).
• Experienced in designing and executing end user trainings.
• Experienced in ServiceNow instance upgrades and enhancements.
• Knowledge of ServiceNow Performance Analytics to run real time tickets.

PROFESSIONAL EXPERIENCE

Confidential, Lakewood Co

Business System Analyst

Responsibilities:

• Created the Business and Functional Requirement specifications that successfully delivered the required change to the business process.
• Conducted JRD sessions to bring everyone on the same page.
• Facilitated one on one meeting with the end users to elicit project requirements.
• Travelling to various locations to engage with stakeholders and business users across the company to ensure all processes and requirements were accurately defined.
• Implementation of new designs within the Business Operating Model.
• Designed the Use Case diagram using Microsoft Visio.
• Conducted One to One interviews and WebEx live meetings with PMs and Business users.
• Assisted in the preparation of user and system test plans.
• Provided a link between the Stakeholders, the development team and any third-party regarding software functionality throughout the development cycle.
• Conducted both manual and automation Functional and User Acceptance Testing using Selenium IDE.
• Managing key stakeholder relationships in identifying business need, supporting designs and resolve issues through build and test.
• The presentation and delivery of digital channel and campaign reports to different stakeholders in the business and the management of those relationships.
• Created logical models to define business and technical requirements using use cases and UML.
• Writing Test Scenarios and Execute functional acceptance criteria and validate the tests
• Scrum-Agile development environment with key focus on incremental delivery on an incremental basis. Created, prioritised and managed the Product Backlog, acceptance criteria and quality expectation.

Confidential, Fort Worth, Texas

ServiceNow Business Analyst

Responsibilities:

• Participated in the upgrade implementations of ServiceNow Fuji to Geneva.
• Analyze and validate requirement from business and technical stakeholders.
• Represent project stakeholders throughout Requirements gathering & development process.
• Documented Test Plans that contains test scripts, test cases, test data and expected results for the Integration, Functional, Performance, and User Acceptance Testing.
• Revamp Service Catalog by classifying Catalog Item into two major classes as Service Catalog and Technical Catalog.
• Participate in ServiceNow implementation of Self Service Portal for end users usability.
• Managed Configuration Management Processes, ServiceNow Tools, and SaaS Technology, including the data quality for the enterprise Configuration Management Database (CMDB).
• Manage user story backlog of requirements in an agile environment for process owners on Incident, Problem, Change, request fulfillment and Service Catalog Management.
• Write and review test scripts for UAT Testing of enhancements developed for various process areas
• Manage email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle.
• Manage email notifications requirements for different process areas
• Create document mock-ups to support requirements & write use cases with process scenarios.
• Review & translate business needs into Requirements for technical development teams (Dev. Ops).
• Provide user documentation including the training of new functionalities and resolving all user issues.
• Scoping user acceptance test strategy and creating test plans with QA team in fulfilling all quality criteria
• Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value.
• Involved in Integration and changes with regards to the ServiceNow tool.
• Created logical models to define business and technical requirements using use cases.

Confidential, New York

ServiceNow Business Analyst

Responsibilities:

• Liaised between IT andBusiness to gather & validate requirements to meet Businessneeds in different ITIL process areas such as: Incident, Problem and Change Management, Service Catalog and Request Fulfillment.
• Assist Process Owners to develop and define User Stories in the enhancements intake of various ITIL processes.
• Manage Story Back log and Present approved stories during Story time
• Assisted end users with the change process and Process Improvements.
• Assist in building email notifications requirements for different process areas.
• Provide user documentation including the training of new functionalities and resolving all user issues.
• Scoping user acceptance test strategy and creating test plans with QA team in fulfilling all quality criteria.
• Analyze “ITSM monthly Performance metrics report” with scheduled reports in ServiceNowand compare with IT Services Scorecard to meet strategic goals
• Managed procedures for the submission, review and authorization of Change Requests
• Performed review of change requests (RFC) through risk assessment, SOX documentation
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, clients and assignment group owners to detect & report unauthorized changes.
• Assist to resolve potential change conflicts and collisions resulting from CAB.
• Worked with automation and service excellence team to create new catalog items via Service Now
• Identified problems with existing systems and practices and constructed workflows to implement relevant modifications.

Confidential, Lincolnshire, Illinois

Business Analyst

Responsibilities:

• Facilitated requirements gathering & workshops for Incident & Problem management
• Prepared BRD and SRD High level Documentation for Service Catalogue and Incident Management processfor Service Desk enhancements
• Collaborated with Incident and problem managementbusinessprocess leadsto develop monthly KPI’S and Reports.
• Experienced in software testing which involved development of test cases and test scripts, and User Acceptance Testing (UAT).
• Involved in providing production support for Service catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in ServiceNow platform.
• Established & maintained high level process requirements for major incident process between Service Desk, Global Command Center and Incident Commander.
• Consistently design and implement ITSM capabilities for triage in critical incidents.
• Carried out Gap Analysis of the existing architecture documenting AS IS and TO BE Scenarios.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Analyses and Recommendation to Improve Customer Satisfaction.
• Defining functionalities, requirement specifications, process flow, business rules, and user stories based on requirements and scope.

Confidential

IT SUPPORT TECHNICIAN

Responsibilities:

• Providing desktop support on all windows XP, vista, 2000 and NT, MS Office applications.Desktop, laptop, PC's hardware desktop repair and maintenance. Software upgrades.
• Installation and support of Zen works.
• Experience of Remote Desktop tools such as VNC, RDP, LANDesk, VMWARE.
• Creating users in Novell, assigning rights to users & print configuration
• Remote management utilities ‘Zen works’
• Installation and patches
• Migrated users from exchange 2003 to exchange 2007.
• Setting of VPN to remote users.
• Symantec endpoint virus protection.
• Identification of faults and escalating them to the relevant Teams, as required.
• Support LAN/WAN, Sun micro system.
• Patching & Upgrading SharePoint 2003 to Moss 2007.

Confidential

FIELD ENGINEER

Responsibilities:

• Providing desktop support on all windows XP, vista, 2000 and NT, Ms Office applications.Desktop, laptop, PC's hardware desktop repair and maintenance. Software upgrades.
• Installation and support of Zen works.
• Experience of Remote Desktop tools such as VNC, RDP, LANDesk, VMWARE, Radia.
• Remote support of Network Operating Systems, Citrix Thin Client, NT and Novell, Windows 2000 and Windows 2003.
• Creating users in Novell, assigning rights to users & print configuration
• Remote management utilities ‘Zen works’
• Installation and patches
• Migrated users from exchange 2003 to exchange 2007.
• Setting of VPN to remote users.
• Involve in the administration and support of Active Directory 2007
• Remote Support of desktop applications, Microsoft Office family suite and various adhoc. packages. (MSI packages).
• Experience of working to Service Level within the ITIL framework.
• Resolution of fault calls first time using remote tools within required SLA’