SUMMARY:

• Business process & ROI modeling
• New process implementation
• Complex project management
• Managing diverse customer teams
• Tool replacement, process migration initiatives
• Application system integrations, such as data exchanges ticketing
• As a Business Process Consultant, I perform a cross - functional customer facing roles, supporting sales and delivery organizations.
• Versed in out-of-the-box ServiceNow platform capabilities, I demonstrate value proposition and return on investment, providing use cases from best practice implementations.
• Implemented small, medium and large ServiceNow projects across multiple industries in private and public sectors.
• Designed and implemented systems and processes that achieved better service at reduced costs through integration:
• IT Service Management (ITSM)
• Workflow Management
• Business Intelligence
• Enforced standards for upholding ITIL Best Practices
• Rapid grasp of client methodology, mapping out best practice implementation approach for client use cases.
• Advised senior client executives on platform configuration vs enhancements in view of project budget, scope and their needs.
• Expertise in prototyping ServiceNow to demonstrate requirements fulfillment, analysis of requirements’ complexity against ServiceNow capabilities, gap analysis, system quality assurance.
• Built team resumes to support ROM and presales proposals.
• Delivered on ITSM process and integrated solution ensuring end-user adoption.
• Decisive, enthusiastic and upbeat attitude.

TECHNICAL SKILLS:

Technology and Tools: Service - Now Admin HP Service Manager Software Essentials Project Management, Agile or Waterfall Methodology ServiceNow Service Management Incident Management Problem Management Request Management Change Management PPM Knowledge Management Service Catalog Service Portal Procurement Customer Service Management Contracts Portfolio Asset Management CMDB Event Management Software Asset Management SDLC/Agile development

PROFESSIONAL EXPERIENCE:

Confidential

Business Process Consultant

Responsibilities:

• Requirements gathering and solution design and prototyping for integrations
• Provided Architecture design
• Managed team of developers and advised on design issues
• Lead Project Management tasks, such as SCRUM meetings and customer communications
• Defect, enhancement management using SNOW Agile methodology

Confidential

Business Process Consultant

Responsibilities:

• Integration of Oracle R12 foundation data to instantiate Companies, Contracts, Product Models, Locations, Configuration Item in order to support customer service organization.
• Delivered architecture design to customer teams. Educated on the design.
• Extensive foundation data mapping between source systems and SNOW tables.
• Requirements gathering and solution prototyping for outbound integrations to customer systems, dispatch to OFSC, foundation data loading.
• Fit / Gap analysis between SFDC Case and SNOW Incident tables
• Defect, enhancement management. Interaction with customer teams.

Confidential

Business Process Consultant

Responsibilities:

• Integration of Oracle Sales Cloud, Oracle Configure Price Quote (CPQ) cloud to ServiceNow for order management in ServiceNow and Great Plains for invoicing.
• Rollout of Call, Incident, Problem, Change, CMDB, Service Catalog and Service Portal to support customer management. Extensive foundation data mapping.
• Requirements gathering and solution prototyping
• Fit / Gap analysis between MS Dynamics HelpDesk tool and ServiceNow
• Defect, enhancement management

Confidential

Business Process Consultant

Responsibilities:

• Led best practice service management workshops, 20 in attendance, for the end-user services divisions and contractor teams
• Interfaced with the ATF section chiefs, validating “current state” process in the bureau and consulting on “future state” design
• Generated use cases & tool scenarios focusing on out-of-box capabilities for the Help Desk, Asset Management, Change, CI Discovery and Knowledge Management teams
• Educated customer about ServiceNow usage and best practice in Chat, Incident, Problem, CMDB, Request, Service Catalog and Service Portal

Confidential

Business Process Consultant

Responsibilities:

• Planned, designed and assisted in implementation and management of the project
• Interfaced with international teams, globally distributed for the requirements and delivery phases of the engagement
• Generated use cases & tool test scenarios to support HR processes globally
• Guided end users through UAT phase using client methodology, complaint with FDA regulations
• Trained international teams on the ServiceNow process
• Acted as a team leader for quality assurance tasks & successfully collaborated with international teams, business partners, senior management and other stakeholders during delivery

Confidential

Business Process Consultant

Responsibilities:

• Customer lead on tool demonstrations
• Communicated with solution architects and developers to deliver requirements in a Fuji Release.
• Partnered with process owners and other stakeholders during project phases

Confidential

Business Process Analyst

Responsibilities:

• Interfaced with the client project team for the requirements phase of the engagement and continued to act as the liaison for all subsequent phases of delivery
• Generated use cases & tool test scenarios to support Proposal, Project and Asset processes
• Guided end users through UAT phase using client methodology (HP Quality Center)
• Provided future-state process knowledge transfer sessions to end-users.
• Acted as a team leader for quality assurance tasks & successfully collaborated with customers, staff, business partners, senior management and other stakeholders during project phases

Confidential

Business Analyst

Responsibilities:

• Supported Incident, Problem, Change, Service Catalog, Request Fulfillment requirements workshops
• Managed requirements fulfillment by working with developers, solution architects, process owners and quality teams
• Led customer facing prototyping show-me sessions to demonstrate requirement fulfillment.

Confidential

Business Analyst

Responsibilities:

• Performed a variety of cross-functional roles, assisted in facilitation of product demonstration; documented client business processes and requirements for the integrated solution
• Published Business Requirements Documentation (BRD)
• Captured future state processes to be implemented in the integrated toolset
• Generated use cases is support of the BRD which were leveraged during system integration testing
• Generated Traceability Matrix indicating how requirements were tested
• Staffed repeatedly for multi phased engagements with this customer ensuring that project deliverables meet requirements and exceeded customer expectations.

Confidential

Business Analyst

Responsibilities:

• Facilitated Incident, Change and Problem management best practice process adoption workshops to capture store and corporate requirements for ticket handling.
• Collected requirements for tool mapping between multiple helpdesk systems: HP Service Center 6.2, HP Service Manager 7 and ServiceNow due to my unique skill set: familiarity with the platforms and business functions.
• Delivered 8 live sessions prior to go-live on Change Management process to US & Canada partners