SUMMARY

• High competency in ServiceNow Business Analysis in SAFE, Agile & Waterfall Env
• Experience with ServiceNow implementation in Incident, Problem, Change, Knowledge, Release, Event, Request Fulfilment, and Asset Management. Service Catalog, SLM.
• Exceptional team player with communication, interpersonal and written skills, and can effortlessly navigate meetings with executives, PMO, Stakeholders, Tech teams. Possess the ability to interpret technical ideas to non - technical audiences.
• Software lifecycle planning, implementation, code analysis testing and reports
• Healthcare EHR Go-lives activities and implementation.
• 6+ years of total IT experience in Agile/Scrum Methodology, (Scrum, Kanban, SAFE), ServiceNow (Problem, Change, Knowledge, Release, Event, Request Fulfilment, and Asset Management. Service Catalog, Service/Operation Support, SLM, CMDB), ITIL, EHR Go - Live activities and implementation, analysis and Health Information Systems solutions.
• Currently a Scrum Master/ Business Analyst with 4+ years hands-on experience refining and managing product releases and delivering high quality software.
• As a ServiceNow Analyst with experience on implementing end-to-end Service catalog, Incident, Problem, Configuration, Asset, Change, and Release Management.

TECHNICAL SKILLS

Project Methodologies: Agile (SAFe, Scrum, Kanban), DevOps, Waterfall

Framework/Tools: JIRA, Version One, TFS, Microsoft Project, MS Office, Slack, Microsoft Teams

ITSM Tool: Service Now, BMC Remedy

EHR Systems: Epic, Cerner, Allscripts, Meditech

Platforms: Windows, Red Hat/Ubuntu Linux, IOS, CentOS

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Responsible for gathering requirements for all business design, solutions, and development/creation of complex dashboards by documenting workflows and results for business analysis.
• Managing the development of a software development team to deliver timely, high quality software products that engages with our product roadmap.
• Gathering and curating reports and documentation accurately. Getting stories ready, making requirements precise and concrete, and providing clarifications.
• Drive process improvement and automation through cross-functional collaboration across all phases of the (SDLC)project lifecycle including all activities necessary to conceive, qualify, plan and launch a new process or solution.
• Collaborate with other teams and scrum Master to coordinate work, manage dependencies and improve the environment for agile development.
• Effectively communicating the daily status dependencies, tracking progress and managing issue workflow to resolution.
• Setting workshops with primary point of contact for each practice responsible for identifying, prioritizing, documenting requirements, process, and data requirements.
• Responsible for clients' system optimization and support for moderately complex business processes such as designs, integrations, technical solutions across various projects.
• Capturing user stories, and ensuring the requirements are understood, developed,tested, and delivered to its specifications.
• Representing practice and stakeholders throughout the planning, development, and release process.
• Extracting and updating test cases manually using ALM as a tool to create test case identities.
• Provided ITBM and ITSM enhancement to the clients as requested and met all the SLAs.
• Collaborated with Product Owner and managed product backlog, product backlog refinement, sprint planning, product increment, story points, and release plan.
• Promote and ensure project backlog is reviewed, priorities are followed and groomed in order to meet the overall project goals.
• Operated as an alliance between business unit, stakeholders, and development team to help define the project scope.
• Responsible for gathering and documenting user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Confidential, Memphis, TN

Responsibilities:

• Serve as an agile coach for the team by promoting best practices and guidance for writing stories, with acceptance criteria and functional testing.
• Set up and supervise release and sprint planning-involving daily stand-ups, reviews/demos and retrospective.
• Collaborated with Product Owner and managed product backlog, product backlog refinement, sprint planning, product increment, story points, and release plan.
• Sustain the Scrum teams’ velocities and burnup charts by maximizing a rising streak of 16%.
• Effective utilization of Jira/Version one tool for scrum framework to record teams’ progress, hence reducing cycling time by 24%.
• Collaborate with other teams and SMs to coordinate work, manage dependencies and improve the environment for agile development.
• Promote and ensure project backlog is reviewed, priorities are followed and groomed in order to meet the overall project goals.
• Promote open line of communication and transparency resulting in efficiency by serving as a liaison for the team for issue resolution and escalation.
• Encourage team updates on version one/Jira tasks daily for precise reporting.
• Operated as an alliance between business unit, stakeholders, and development team to help define the project scope.
• Identify process changes required to expedite development and eliminate impediments that foils the team's progress.
• Lead process and quality management compliance activities such as QA meetings, discussions of standards and analysis to reinforce quality standards.
• Responsible for gathering requirements for all business design, solutions, and development/creation of complex dashboards by documenting workflows and results for business analysis.
• Responsible for clients' system optimization and support for moderately complex business processes such as designs, integrations, technical solutions across various projects.
• Supervised lightweight, planning documents, such as an Agile Product Roadmap.

Business Application Analyst/Scrum Master

Confidential, New York City, NY

Responsibilities:

• Created comprehensible business/feature requirements documents, process modeling, and information flow documents. Interpreted into technical specifications like, use cases and user stories. Improved the level of effort and product refinement backlogs for a two-week Sprint.
• Conducted business analysis on processes selected for ServiceNow solutions. Examining current manual end user processes, defining future automated processes, executing a gap analysis to get from current state to future state, and delivering documentation comprising all the scanned detailed specifications.
• Engaged in supervising, setting, and gathering SLAs with clients. Provided detailed System Test Plans, Test Cases, Issue Reporting, Tracking, and directed a User Acceptance Test (UAT).
• Participated in helping the delivery team to amend concerns and enhance service delivered to the customers against ServiceNow Platform.
• Managed ServiceNow ITSM Modules; Incident Management, User administration, Change Management, Problem Management, Service Catalog.
• Assumed the duty of promoting cross-project coordination and sustained a professional relationship with all the stakeholders involved, though restructuring their confidence level when practicing the Agile ‘Show not tell’ paradigm.
• Documented client’s and service providers requirements into stories, provided solutions and managed the entire implementation process in collaboration with all the developers.
• Accountable for enforcing Agile release commitments and timelines focus on establishing LOE and priority and improvements requests and scope of what is viable to be included in each release.
• Coached Scrum team on how to use SCRUM effectively and guarantees ‘the team cross functionality.
• Efficiently managed the Scrum Events (Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective).
• Exhibited the capacity to operate on several Agile projects while managing Kanban and Scrum team.
• Recognized and removed impediments while enhancing communications with the development team offshore.
• Initiated Agile and Scrum Methodology and tools to enable teams to quickly deliver functionality that drives client satisfaction.
• Perceived and helped in communicating potential risks to the completion of the Sprints, including resources, costs, and systems. Provided suitable solutions.
• Influenced the scrum team at all levels by increasing their agility, predictability, innovation, quality, and velocity.

Confidential, Memphis, TN

Responsibilities:

• Promoted Agile Methodology and established Scrum Events, Scrum Artifacts, and Scrum Roles within a self-organizing team.
• Explained and equipped the Scrum team with detailed Information, Knowledge and Application of the Scrum Events, Theory, Values, Artifacts, Roles and Agile Manifesto.
• Worked in close collaboration with the business solutions team, enterprise architecture, application development, data center, Project Management Office implementation, maintenance, and refined ITSM systems.
• Supported the Product Owner with evaluating and prioritizing requirements.
• Encouraged Agile ceremonies incorporating Iteration planning, Iteration review, retrospectives, and daily stand-ups.
• Cultivated transparency, inspection, and Adaptation, needed to strengthen the team’s progress, obstacles and successes that were highly visible to all stakeholders and the team.
• Accountable for running and managing Agile teams with various tools like JIRA, Confluence, Microsoft Teams.
• Facilitated ITSM process and system knowledge when recording the processes, defining and documenting functional requirements, organizing information flow analysis and process modeling in-house and across diverse businesses to meet the demands of the system deployment.
• Served as a Servant leader and delegate for short/long term projects as required.
• Supervised projects assigned by leadership encompassing; strategic planning, business planning, financial analysis, operation planning, and development of affiliations and contracts.
• Monitored Scrum boards Virtually and Personally.
• Issued early technical support when delivering Service management and Service Integration services and transferred support to the future delivery team.
• Provided quality management reviews and made certain that all business design requirements were met as discussed.
• Assisted in design, test and transition Service management and Service Integration solutions within the Now Platform.
• Administered Agile best practices that aids the Scrum team’s velocity and discussed the acceptance criteria with the Scrum team such as, Definition of Done.
• Responsible for the application of departmental resources, supplies and efficiently contributed to ensuring tasks are completed before any given deadline.

Assistant Project Manager/Business Analyst

Confidential, Houston, TX

Responsibilities:

• Defined project scope, goals, and deliverables that support the business project.
• Assisted in updating monthly operational reports.
• Provided accurate measures to navigate project management technique by defining and diligently monitoring KPI during every project.
• Provided daily audit project records to guarantee quality.
• Supervised project budgets, schedule and located challenges to be mitigated.
• Supported in sourcing and hiring medical inspector/staff as recommended.
• Fulfilled all company policies, procedures, rules, and best practices.
• Served as an assistance in providing RFP reports as needed.
• Assembled project invoices and progress records before its requested time.
• Developed and implemented the Local Health Agency Outreach Plan.
• Engaged with Health Department Committees representing Nutrition and WIC Services.
• Participated in annual audits of 12 WIC sites.
• Analyzed biannual Patient Satisfaction Surveys.
• Researched on WIC Appointment Wait Time Study and provided data to the client as requested.

IT Help Desk Support

Confidential, Houston, TX

Responsibilities:

• Used Active Directory to manage clients’ user account set ups, unlock accounts, and password resets.
• Responded to all clients’ issues and resolving complaints promptly through Spiceworks/Changer Gear/Remedy ticketing systems.
• Handled computer software updates, router/Wi-Fi installation, virus/spyware/adware removal, and system troubleshooting for various technical issues.
• Provided helpdesk support to end-users of proprietary software with first class technical support.
• Contributed in setting up PCs, troubleshooting printers and network issues, installing/uninstalling software & creating user accounts.
• HP Service Manager, Service One, and other various ticketing systems.
• Listened to users' concerns and providing satisfactory solutions or further research for solving issues.
• Installed, configured, & managed Windows XP, 7, 8, 10 and Windows Servers.