ServiceNow Business Analyst Resume

SUMMARY:

An experience ServiceNow Business Analyst with over 10 years of combined IT technical support and IT Service Management (ITSM). Hands - on experience in implementation of various IT processes such as ITSM, ITBM, ITOM, CMDB, and Service Catalog.
Analyst with a strong stakeholder engagement, requirements gathering, quality assurance and skills within the ServiceNow platform Working in an agile-scrum environment where documentation, attention to detail, and team collaboration is required
I am also competent in developing and providing ITSM performance metrics using ServiceNow Performance Analytics Module. Equipped with solid experience in developing new services, methodology and approaches that yield various productive IT solution.

TECHNICAL SKILLS:

ITSM/ITOM tools: - ServiceNow, Microsoft Office Suite

ServiceNow Applications: Service Catalog, Incident Management, Problem Management, Knowledge Management, Change Management and CMDB management, Performance Analytics and Reporting

DevOps Tools: Jira, Azure

PROFESSIONAL EXPERIENCE:

ServiceNow Business Analyst

Confidential, San Francisco

Responsibilities:

Perform a functional role with specific experience with the ITSM Application (ITSM - CMDB, Change, Incident, Problem, Knowledge< service catalog)
Produce User Stories with Detailed acceptance criteria and functional test scenario, in accordance with agile best practice guideline
Liaise between ServiceNow application users and I.T in the analysis, design, testing for application development to ensure operational performance that meet business needs
Manage the user story backlog by ensuring that the backlog items are appropriately groomed, prioritized, and estimated and that the team fully understand what needs to be delivered.
Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
Maintain ITSM ServiceNow applications such as Incident, Problem, Change and Request. Configure/Customize ServiceNow system including workflows, ACL and Report.
Plan the release time with the stakeholders and create enhancements and defects based on team capability and efforts and values estimate
Designing, configuring, and customizing ServiceNow platform to implement the following modules: Incident Management, Problem Management, Service Request Management Change Management, Asset Management, Service Catalog, Custom reporting.
Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business group

Confidential

ServiceNow Business Analyst

Responsibilities:

Liaising with SME and various stakeholder to gather requirement, and defining appropriate acceptance criteria
Work closely with the assigned project managers / scrum masters on project to define the scope of a project.
Assist Product Owner with Backlog grooming, User Story development and prioritization
Work as a part of the team and communicate effectively with software developers, product managers and other staff
Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business groups
Provides regular, clear updates to all stakeholders
Designs and reviews design for the user system interface (USI) for business applications
Worked directly with Management to align ServiceNow with IT organization strategy and adherence to ITIL Foundation requirements.

Confidential

ServiceNow Business Analyst

Responsibilities:

Break down business processes into specific steps to identify areas of improvement
Created business requirements, technical specifications documents, create use case documents, create test cases, and manage project work cycles as a member of the ServiceNow development team.
Worked directly with Management to align ServiceNow with IT organization strategy and adherence to ITIL Foundation requirements.
Ensured development opportunities on ServiceNow platform are identified to meet evolving business needs and align with key business strategies.
Responsible for mentoring peers and junior Business Analysts on ServiceNow platform.
Maintained the integrity of the ServiceNow tool across production and non - production environments.
Gathered requirements for solutions in the ServiceNow platform that are ITIL compliant and defined business solutions for ITIL users, creating and modifying Service Catalogs and Request Workflow Designs, Designing the Content Management System which involved CSS and service catalog work

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship