SUMMARY:

A Business Analyst with deep understanding of ITIL IT Service Management processes and proven skills in ServiceNow, change management, business process analysis and improvement, workflow efficiency, system compliance and reducing redundancies. Created and implemented policies and procedures to reflect current best practices. Led and executed initiatives to automate and streamline repetitive tasks. Established and maintained audit - ready environments. A strong background in change management and incident reporting, operations, accounting and audit processes. Completed a high volume data migration from legacy data repository to the SharePoint collaborative site. Has worked with and mastered various reporting tools including Cognos. Experienced in creating and managing project budgets. Possesses excellent communication, organizational, and interpersonal skills.

TECHNICAL SKILLS:

ServiceNow, PC, client/server, and mainframe based applications including Microsoft SharePoint, MS Access, Excel, Word, and Confidential Cognos Query, Webex. Package experience includes SAP.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Business Analyst/ServiceNow Subject Matter Expert

Responsibilities:

• Subject Matter Expert for ServiceNow tool for Confidential and Confidential users.
• Act as a liaison between London team member and the west coast.
• Focus for centralized informational source for Confidential and Confidential New York locations.
• Coordinate schedules for training and communication.
• Review incidents and requests for solutions.
• Mentor co-worker in Atlanta office.
• Add value to existing documents by utilizing multi-media innovation.
• Develop monthly interactive ServiceNow User Group meetings and designed the presentation decks to keep users up to date
• Facilitate ServiceNow User Group meetings in house and via Webex giving users a person to come to for help.
• Facilitate ServiceNow User Group meetings in geographic locations outside of primary base in order to give an in house presence
• Created and designed the Service Management Monthly Newsletter to inform users of tool changes, enhancements and general information
• Work one on one with Confidential and TW users to acclimate them to the ServiceNow tool
• Trouble shot issues for users and do one on one training if required
• Develop excellent and open relationship with users by offering time and information
• Create and implemented a concise training schedule that tied the ServiceNow User Group meeting, Service Management newsletter and training sessions for reinforcement of principles and to maintain continuity
• Create training decks based upon process documents to enhance further the contracted process
• Facilitate training in house as well as via Webex to reach as many users as possible for a single session.
• Maintain Service Management SharePoint document repository so users could easily access training, process, policy and reference materials
• Map and documented locations of various training decks and test cases for future reference
• Act as liaison between London and West Coast team members to assist with the time zone differences
• Interact with all team members to create cohesion and adherence of team functionality
• Act as the hub for the Service Management team by sending out communications as needed for announcements, upgrades, etc.
• Train co-workers in the use of Excel functionality so they could help their in-house users.
• Create reporting that was scheduled for nonusers.
• Develop extensive reporting procedures that gave users flexible functionality by exporting extracted data and dropping the data into a spreadsheet
• Assist users in the creation of form entry templates and personal reporting.
• Create test scripts for training sessions and reviewed tool for any anomalies

Confidential, Oceanside, NY

Business Analyst

Responsibilities:

• Designed and implemented multi-use Excel spreadsheets to trend and analyze service level data, via drop in analysis, that is in compliance with the customer contract. Resulting worksheets provided summary tabs as well as detail.
• Executed seamless transition of daily reporting from India ahead of schedule.
• Slashed overall data collection and reporting time by 50% in order to streamline the daily and monthly reporting process. Daily reporting was posted to a common site for review to reduce mail size.
• Migrated data and reporting (1000+ documents) from obsolete infrastructure and organized the information on newer technology.

Confidential, Parsippany, NJ

Business Analyst

Responsibilities:

• Promoted to MS SharePoint Administrator and subject matter expert for creation of team work site. Controlled content, provided security authorizations, organized document folders, created request workflow and reporting.
• Authored SharePoint user guide and provided training for all users.
• Achieved 100% migration of data and documentation (10,000+ documents) from obsolete infrastructure
• Designed previously non-existent system analysis to highlight team activities, analyze volume and reduce ticket aging by 42%.
• As Business Security Administrator provided and maintained credentials to access SAP production systems.
• Coordinate and moderate cross functional team meetings to highlight achieved goals and open items related to maintain client service level agreements.
• Backup change coordinator, primary point person for emergency changes.
• Maintained various department eRoom, SharePoint and Cognos databases for snapshot references.

Confidential, Jericho, NY

Service Delivery/Server Availability Manager

Responsibilities:

• Examine problem tickets for accuracy and/or audit violations based on agreed upon service levels
• Manipulated multiple spreadsheets via Access and used as input to various pivot tables for currency analysis.
• Cut time to review problem tickets for server availability by changing reports to show more data. This streamlined data collection by 40% with less record look up, greater reporting accuracy and reduced technical team impact.
• Increased efficiency and accuracy of reporting by maintaining a server based summary database of monthly data allowing senior management to get trending and metric information quicker.
• Slashed meeting time by 50% and made reporting for monthly certification easier by successfully funneling collection of monthly consumption data into one server based location reducing the collection process time.
• Assured better and more informed employees and a greater work/life balance by designing and maintaining a monthly regional community newsletter to bring work at home employees together for networking and team experiences.

Confidential

Problem and Change Coordinator

Responsibilities:

• Worked within a team of eight employees to review and control problem and change records for 12 business units in one account.
• Created new PC based reporting and new meeting techniques to get greater value of the time.
• Slashed 40 hours per month of work by designing and maintaining monthly Excel change total summary reports in an at-a-glance format that was distributed to upper management.
• Primary audit focal and assured audit readiness by reviewing and correcting problem and change records.
• Maximized reporting and meeting preparedness by distributing daily problem reports. This resulted in 60% increase in meeting participation and questions answered before being asked because information was provided.
• Added innovation and bonus processes to meeting formats resulting in a larger audience and greater participation resulting in more information being shared.

Confidential, Garden City, NY

Change Coordinator

Responsibilities:

• Reduced scheduling conflicts by moderating meetings between customer and technical groups.
• Avoided change implementation failures by trending repeated change failure rates and the success rate of various technical groups. Maintained server based statistics of change failure determination in order to discuss common failure issues with technical groups so they could proactively test.

Project Manager/Project Leader

Responsibilities:

• Managed projects under budget and elevated personnel by challenging them to perform at a higher standard.
• Matrix managed resources to better utilize their talents.
• Reduced evening system maintenance by automating the interface of two systems to update, via Confidential, real estate appraisers. This removed the need for a batch update stream to be run each night.
• Assured vehicle availability by managing project that automatically calculated the availability of automobiles at any rental station. This resulted in the stoppage of the manual process of sight inventory.

Confidential, New York, NY

Seltel Division

Responsibilities:

• Increased productivity and efficiency of Programmer/Analysts by assigning work to them that fit their strengths. Mentored employees to strengthen their weaknesses, resulting in a more confident employee.
• Highlighted sales weaknesses by designing and implementing billing reports that trended week-to-week, year-to-year and were used in an integrated budget comparison system for sales projections. This gave the upper executives a daily snapshot of their business position and showed where the sales weaknesses were located.
• Reduced report request turn around by 55% and streamlined process for business critical requests by paring down the database used in reporting to only contain the data needed prior to the actual report run.
• Increased customer satisfaction by having extensive client interaction and interface to determine client needs. This gave the client the opportunity for input into the process and an education about the system.

Confidential

Manager of Television Contracts and Accounting Systems

Responsibilities:

• Generated revenue when non-automated television stations subscribed to on-line service. Successfully integrated mainframe with a PC front-end system to fax orders to non-automated clients. Integrated an in-house on-line E-mail system with same system for internal and external communication. Result was better, up to date communication with non-automated stations, better order format and easier correspondence.
• Increase efficiency in batch run time for nightly production 42% by streamlining coding and operations to utilize reduction in database size for faster lookups and efficient execution.
• Eliminated hard copy generated reports by operations 57% by designing and implementing an on-line report inquiry system that allowed sales managers to query the system for specific station data. Managers no longer needed to wait for reports.
• Obliterated client effort when integrating orders into their traffic systems by designing a flagging system in the contract entry program. Clients could now easily identify any modifications to the detail at a glance.
• Added value and improved sales managers projections by designing and implementing a reporting system showing a historic snapshot comparison (current position of sales compared to the position from the previous year) of billing activity. This was integrated with the design and implementation of a two (2) year billing history file that helped them to be proactive in their sales planning and in what they needed to concentrate.
• Started as programmer analyst, promoted to manager