SUMMARY

• Having 7+ years of experience with a rich & diverse experience in the IT, Finance, Healthcare, Retail, Ecommerce industry spanning areas of IT Service Management Consulting, Application Development & Maintenance.
• Having Knowledge in Healthcare Sector such as EDI, Facets, Transactions, Claims with Proficient in SQL and database .
• Proficient knowledge on ITIL - V3 Foundation with over 5+ years of professional experience in ITIL, IT Service Management.
• Expertise in IT and business strategy, business process improvement, technology consulting, coaching, team building, problem solving, IT Service Management/ITIL, IT service delivery,ServiceNow, business analysis, management, vendor management, publishing technology, business relationship management.
• Worked assignment includes system Analysis, Integration, service modeling & IT service management consulting involving processes such as Incident, Service Level, Configuration, Change & Release, Supplier & Business Relationship Management.
• Worked on the Fraud controls stayed current with emerging fraud schemes and made recommendations for detection and prevention process.
• Good Knowledge with CRM platform software like Salesforce with working experince on Data Validation, Sales, Marketing, Customer Service and Support Development team .
• Expertise in managing and supporting IT operation modules such as Incident, Problem, Change Management and Service Request.
• Perform analysis on debit card transactions to identify fraud patters, then formulate and recommend a course of action to mitigate further fraud loss
• Proven expertise in creating test plans, flowcharts, screen mockups, workflows, Inquiries and systems requirements specifications, Training skills, facilitation, power point presentations, maintaining performance metrics, devising training documentation & communicating to users, Root Cause Analysis, Feasibility studies and Risk Assessment studies.
• Worked on SQL Server 2005 concepts SSIS (SQL Server Integration Services), SSAS (Analysis Services) and SSRS (Reporting Services).
• Experience in various programming languages (SQL, XML) and operating hardware and software
• Hands on working knowledge on ServiceNow IT Management Suite, Service Now, MS Office systems including SharePoint, MS Viso, MS Project etc .Excellent analytical and problem-solving skills, training, solution assessment and validation.
• Skilled in Validation, Structured walk through, Demos, Solution Assessment, SDLC-Agile, Waterfall.
• Applied project management methodologies in managing and implementing ITSM projects in Finance domain.
• Involved in designing and developing User Acceptance Testing (UAT) and documentation of Test Cases, Test Planning, Test Preparation, Test Execution.
• Experience with training, organizing, and maintaining communication across international teams.
• Design and Implemented end to end Incident Management process various industry using ServiceNow.
• Introduced product improvements to support business strategies, supervised and led team members with innovative approaches to the bigger picture.
• Successfully introduced ITIL to build effective processes, monitor and improve performance based on customer feedback.
• Proficient in requirement gathering and analysis, validation, business requirements specifications and functional specifications, lead JAD sessions, use cases, user interface design,case management, relational database models and data flow models and testing (test cases and perform unit testing, integration and system testing and UAT).
• Extensive experience in ServiceNow Catalog Managment, ITAM CMDB (Configuration Management Database) performing such tasks as incident reports, service requests, user asset surveys, and change management
• Proficient at creating and transforming business requirements into software requirement specification (SRS) by designing business models using MS Visio. Project Documentation& Processing procedure. Requirements Traceability Matrix (RTM), Defect Traceability Matrix (DTM),Created Business Requirement Document (BRD) and Functional Requirement Document (FRD).
• Knowledge of Fixed Income derivatives which involves Business analysis, critical application and Production Support in Investment, Risk, complaince banking domain, Equity Derivatives OTC Products (Back Office and Middle Office).
• Hard working, Confident, Self Assured, Self Automated, positive thinking, self starter with a strong goal orientation.
• Excellent meetings facilitator with excellent inter-personal and conflict resolving skills.
• Handson working knowledge on ServiceNow IT Management Suit, MS Office systems including SharePoint, MS Viso, MS Project etc .

PROFESSIONAL EXPERIENCE

Business Analyst

Confidential - Wallingford, CT

Responsibilities:

• Served as a liaison between the internal and external business community (Claims, Billing, Membership, Capitation, Customer service, membership management, provider management, advanced Healthcare management, provider agreement management) and the project team
• Followed Workgroup for Facets Electronic Data Interchange standards for testing that need to comply with the HIPAA guidelines.
• Involved in FACETS Implementation, FACETS billing, cost, enrollment, and Claim Processing and Subscriber/Membership module.
• Conducted Joint Requirements planning sessions (JRP) as a facilitator to gather requirements from the Business er and conducted many Joint Application Development (JAD) and Joint Application Management (JAM) and conducted many Rapid application development (RAD) sessions.
• Deliver requirements under the Agile Scrum SDLC methodology to meet a very fast release schedule.
• Create test data as required by tests in Facets 4.71/5.01
• Prepare requirement specifications such as Use cases and System requirement specifications and Supplementary pecifications; Tag and trace system requirements to business requirements
• Develop functional design details and specifications through collaboration with development teams and using system architecture and other technical considerations
• Perform back-end testing as a part of testing on the FACETS Backend database by writing SQL queries and validate results against database/FACETS Online Application
• Provide analyst support during all phases of the Software Development Life Cycle including development and testing (unit/system) phases
• Worked on SQL queries and PL/SQL stored procedures for QA testing and data validation of Metric Reports.
• Maintain test data files and monitor system configuration to ensure data integrity; review data loaded and processed to identify gaps and data anomalies
• I was responsible to analysis of the proposed system and prepare the gap analysis document and functional design documents.
• Actively analyzed current business processes (Claims, Billing, Recipient eligibility and enrollment etc.) and worked with management to improve and implement enterprise solutions to ensure compliance
• Involved in project planning, coordination and QA methodology in the implementation of the Facets in the EDI transaction of the claims module.
• Deliver requirements under the Agile Scrum SDLC methodology to meet a very fast release schedule.
• Involved in Claim Processing from End to End and major work was involved with 270/271,,837 P/I Claims Processing systems and 834 benefit enrollment
• Responsible to perform the quotes and purchases operations from the database by running the SQL queries
• Extensively involved in data analysis, data modeling, Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data within the Oracle database
• Assign the testing tasks to other team members/offshore resources and track the status
• Ability to write complex SQL queries with strong knowledge of SQL
• Interact with Business for getting the requirements for User Acceptance testing and have a good rapport with Client partners

Business Analyst

Confidential - Brighton, MA

Responsibilities:

• Currently implementing the ServiceNow platform for IT Service Management and coordinating an ITIL process assessment and re-engineering effort for the IT organization.
• Used PL/SQL Tables, Ref Cursors to process huge volumes of data and used bulk collect and bulk bind for mass update as performance improvement process .
• Designed, developed and tested data mart prototype (SQL 2008), ETL process (SSIS) and OLAP cube (SSAS) for Computer Maintenance Management System (CMMS) .
• Successfully implement the ServiceNow platform in support of the IT Service Desk functionality .
• The Need of mapping to correct users and Carrying over all the ticketed information across the systems.
• Responsible for implementation and support of IT infrastructure management solution based on Service-Now.
• Involved in driving an end to end business coordination like Requirement Gathering, Designing and proposing solutions, Managing and Maintaining solutions, Coordinating with many external teams and driving as a team .
• Key work included the ability to judge when to escalate issues and risk, motivating team across different members.
• ITSM/ServiceNow implementation program leadership and oversight resulting in the successful introduction of ITIL v.3-based practices for the Service Desk .
• Develop User Manuals, and Training Manuals as per Project Specifications and timelines.
• Worked extensively with the QA team for designing Test Plan and Test Cases for the User Acceptance Testing.
• Designed and implemented basic SQL queries for QA Testing and Report / Data Validation.
• Responsible for providing analytical support in the Design, Development and Implementation of Project.
• Verified the Business Scenarios on new builds to allow extended testing by the QA team.
• Worked on the Business Objects Data Insight to analyze and monitor the claims reports.Used MS Visio for Process modeling and Business Process flow diagrams.
• Planned and defined system requirements to Wire Frame with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies
• Process assessment, development, documentation and implementation based on ITIL v.3 to ensure alignment with business requirements and facilitate IT governance .
• Oversight responsibility for implementation of ServiceNow ITSM platform, including development of configuration requirements .
• Proficient in debugging BI reports and queries by simplifying them using metamappings and rules .
• Facilitating, following and motivating focus across diverse and detail orientation among different team members across organization total of 3 members across teams across the organization and coordinating with the external vendors Service Now as and when needed.
• Management mentoring and staff training on ITSM/ITIL practices and utilization .
• Pre-sales consulting and SOW creation for ServiceNow implementation.

Business Analyst

Confidential - Plano, TX

Responsibilities:

• This involved working as a Business Analyst in gathering the Business Requirements Activities involved working as a implementing and customizing out-of-Box module like incident Management, Change management.
• Understood Fixed Income, Equity Trading, Costs, Foreign Exchange Trading & OTC derivatives.
• Planned and defined system requirements to Wire Frame with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies.
• Extensively involved with the trading activities of Credit Derivatives, Credit default swaps, Interest Rate Derivatives, FX Derivatives, Equity Derivatives and Commodity Derivatives; and Futures including Commodity Futures Contracts and Financial Futures .
• Researched and review account activity to determine level of risk and fraud.
• Oversight responsibility for implementation of ServiceNow ITSM platform, including development of configuration requirements .
• Accounts for the prevention and detection of fraud. Responsible for in-depth analysis of account activity to assess level of risk and fraud type.
• Coordinated business user communication throughout the migration lifecycle including deployment dates and post-migration issue resolution .
• Ability to recognize and utilize all resources available that will minimize exposure related fraud .
• Management mentoring and staff training on ITSM/ITIL practices and utilization .
• This project involved creating Vendor related tickets within Service Now management of ServiceNow implementation partners .
• This is a custom application developed for internal purpose so that any external vendor arising disputes is being recorded and tracked internally for solution.
• Perform analysis on transactions to identify fraud patters, then formulate and recommend a course of action to mitigate further fraud loss .
• Strongly supporting Compliance applications from Run the bank Team and driving key initiatives for service level improvement in Risk and Compliance Applications.
• Strongly following the ITIL standard processes in the team to maintain Events, Incidents and Changes are on track with the proven results .
• Managing MIH(Major Incident Handling) process to engage stockholders and respective Technical Teams/Vendor/Management to fix the affected services within the agreed SLA .
• Troubleshooting of compliance applications issues on Application front end, Actimize and Tomcat and Weblogic etc .
• Proactively manages the ServiceNow (helpdesk) inbox for the SharePoint team, assigning and troubleshooting reported issues.
• Investigate complex Autosys job dependencies, create Autosys jobs and calendars etc .
• Successfully completed and coordinated projects like DAP(Developers Access to Production) and TAM(Technology Access Management) to segregate Developers and Support teams Access to Production
• Mentoring with Build the Bank (Development Team) for knowledge sharing to the team for effective production support .
• Implement and integrate Multiple Production Support and monitoring tools like Netcool, Autosys 11, HP Sitescope, Servicenow across all Compliance applications .
• Application suits ETL, Business Objects, Sharepoint, MQcanner, LogScanner, Autosys etc .
• Prepared and presented monthly metrics report showcasing the Issues, Efforts and scope of improvements to Senior Management .
• Experienced in Data testing and Analysis of Data Warehouse, Business Intelligence reports.
• Proficient in creating Application Runbooks, Knowlede Base in Twiki and ServiceNow and Application Onboarding documents.

Business Analyst

Confidential - Hudson, OH

Responsibilities:

• Analyze, develop, guide and deploy new customer service platforms for the IT organization.
• Function independently to develop objectives, requirements, create the project scope and work with teams to see projects through to completion.
• Work with small team to formulate long term ITSM plans for use of ITIL practices.
• Supported during launch of the improved new Jo-Ann ATG Store site that did production defects analysis and fixes.
• The solution supports an unlimited number of product catalogs enabling the population of several Websites from the unified inventory control or allowing customers to browse specific groupings of product based on their profile or preferences.
• Provide warehouse management system, Manhattan SCALE, support troubleshooting issues to prevent service interruptions .
• There are many custom features implemented over the OOTB ATG framework like Wish Lists, Comparison, Gift Certificates, Product Rating, Order Tracking, Extended Shipping Calculator, Free Gift implementation.
• Determined testing scenarios and lead testing for new WMS implementations for 3pl providers .
• Configure system to meet customer needs prior to system delivery, determine testing scenarios for WMS solutions to identify potential issues prior to implementation
• Experience in handling teams with typical AGILE cycles with key focus in improving the productivity and quality with every iterative cycle.
• Responsible for Data Extraction, Data Compilation, Data Analysis, Data Manipulation and Data Validation using SQL queries in a MS SQL Server 2005 environment
• Involved in the analysis of the existing credit card processing system, mapping phase according to functionality and data conversion procedure.
• Worked in providing production Support of various ecommerce. Modules - browse, search, checkout, promotion and pricing, and product management and content management - of a leading apparel retailer in US .
• Performed Gap Analysis to check the compatibility of the existing system infrastructure with the new business requirements.Followed solely RUP methodologies during the course of the project.
• Provided production Support for Ecommerce for a leading apparel retailer in US.Was involved n the creation of new E-Commerce Products (Arrival Notices and Customized Reporting)
• Accumulated system requirements from various departments through surveys and interviews. Involved in Prioritizing the defects and writing business requirements to resolve them.
• Conducted JAD sessions with management, SME, vendors, users and other stakeholders for open and pending issues.
• Implemented the ATG platform to serve as a primary vehicle for the various self-care and ecommerce capabilities.
• Involved in gathering, analyzing business rules, and documenting business requirements, functional requirements and data specifications for Business Objects Universes and Reports.
• Performed Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data
• Created business requirement documents and integrated the requirements and underlying platform functionality.
• Conducted JAD sessions with extensive involvement from Business, Development, Testing teams, Architects, SME’s (Subject Matter Experts) and Managers of various Business Units
• Interfaced between Business new product builders and System platform builders.
• Perform analysis and produce an SDLC overview for the IT organization with proposed improvements.
• Create a standard Requirements Management Plan for the Project Management Office (PMO) .
• Evaluate, select, train and deploy a requirements/artifact management tool for the PMO.
• Review, interpret, and organize data for the Asset Management Team and to advise about anticipated results utilizing ServiceNow .
• Identify savings opportunities for hardware and software to include redeployment of equipment and software licensing .
• Collect data for budgeting, compliance and inventory, contract summaries, and cost comparisons .
• Oversee Asset database (software and hardware), manage license data, and validate, coordinate, and update hardware and software data as necessary .
• Monitored IT & network equipment inventory with ServiceNow inventory software.

Enterprise Applications Business Analyst

Confidential - Southfield, MI

Responsibilities:

• Assist in Project Life Cycle from initiating to implementing and manage small to mid-size projects.
• Work with internal customers to identify specific user requirements and determine system and application needs to assure project deliverables meet customer expectations.
• Create and document the business requirements, functional specifications, test cases/use cases for Projects, and maintain on Share Point.
• Develop test plans and conduct testing to assure quality products are delivered to ensure all processes work according to predetermined goals.
• Create and maintain bug lists during testing phase. Run basic queries on SQL Server 2008 to lookup tables.
• Create mock-ups and prototypes for business users' review and approval for Applications.
• Create change requests via ServiceNow during production.
• Monitor change and or incident requests created by business users or team on ServiceNow.
• Maintain Project documentations and deployment packages on Network drive and SharePoint.
• Update documents as needed for process flows and application enhancements.
• Regularly communicate progress and status to business unit managers/directors identifying impacts to project deadlines and schedules.
• Act as a project coordinator between the business users and developers. Assist in training on best practices, process improvements, and new procedures for new recruits in the team.
• Responsible for deploying application to the production environment.
• Participate in the preparation of long-range system plans and assure that they are in concert with business objectives and goals Qualifications/Requirements using agile methodology.