SUMMARY

• me am IT practitioner wif over 5years experience wifin Business analysis and Software development.
• Managing Stakeholders need, expectations and outcomes. Provide Best practices in solution development and deployment.
• Knowledgeable in ServiceNow Process areas: Incident, Problem, Change, Service Catalog, Knowledge Management, Service Portal etc.

PROFESSIONAL EXPERIENCE

IT BUSINESS ANALYST

Confidential

Responsibilities:

• Collaborate wif IT process owners to develop global solutions for optimal IT service delivery
• Review existing IT processes in ServiceNow to identify areas of improvements and enhancements
• Assist in coordinating the process integration and review existing service catalog and request fulfillment
• Perform requirements gathering and validate requirements wif process owners
• Focus on the platform specific applications and features to enable several business functions
• Implement Agile methodology and developed program and sprint backlogs

IT BUSINESS ANALYST

Confidential

Responsibilities:

• Help different cross functional teams around their infrastructure
• Capture requirements and translate into user stories
• Create testing and configuration changes
• Research queries and issues from partners and team for resolution
• Responsible for service level agreements and reporting
• Upgrade system and corrects errors to maintain system after implementation
• Prepare time and cost estimates for completing projects

SCRUM MASTER

Confidential

Responsibilities:

• Improve quality and increase the velocity of software delivery
• Track and report daily team progress
• Conduct Iteration planning meetings and track iteration progress
• Help and work wif product owners in prioritization and overall timeline
• Work wif team to ensure process quality and continual improvement
• Work in fast paced agile environment while planning and overseeing development activities

IT SUPPORT SPECIALIST

Confidential

Responsibilities:

• Work directly wif internal customers to provide services and halp resolve computing issues
• Use technical knowledge to identify solutions ensuring customer satisfaction and minimize downtime
• Receive requests for IT assistance and assure users are provided wif efficient and timely support
• Collect detailed information to categorize request to determine method of resolution
• Perform the installation and configuration of computers and other devices
• Provide solutions wifin area of responsibility through consulting wif vendors

IT ADMINISTRATOR

Confidential

Responsibilities:

• Work directly wif offshore and onsite engineers to provide services and halp resolve issues
• Receive request for IT assistance from employees through system software
• Perform the installation and configuration of computers and other devices
• Create and maintain documentation for IT infrastructure
• Provide solution wifin area of responsibility through consulting wif vendors
• Oversee overall IT and technical processes across the organization