PROFILE:

• Senior ServiceNow Business Analyst with a combined 21 years of proven experience in IT, Telecommunications, Consulting and Project Management Domain expertise in ServiceNow, Business Process Re engineering and Quality Assurance.
• Expert in business process engineering and software development life cycle, including analysis, design, interface development, testing and implementation of enterprise applications.
• Member of the International Institute of Business Analysis with excellent communication, analytical, interpersonal, and presentation skills; expert at managing multiple projects simultaneously.

CORE COMPETENCIES:

• ITIL v3
• BABOK v3.0
• ITSM
• Business Case Development
• Logical Data Modeling
• Process Mapping
• Project Management
• Resource Management
• Data Analysis
• Requirements Analysis
• User Storyboards/Use Cases
• Requirement Workshops
• Test Cases/Planning
• Agile Methodology
• Waterfall Methodology
• PMBOK
• MS Excel/MS Word
• MS Visio
• MS Project
• MS SharePoint
• XML
• SQL
• Atlassian (Jira, Confluence)
• Software Implementation
• Extensively Participated in Detailed ITSM Platform Assessment with ServiceNow Engagement Team
• Engaged in the end to end ServiceNow Implementation planning, issue tracking, communication and deployment management for various ITIL process in Change, Incident, Problem, Asset, Request Management and CMDB.
• Ensure Out of the Box functionality adoption of Service Catalog Management by structuring over 200 catalog items into the appropriate categories with the right business/workflow and approval end to end process.
• Extensively Participated in Detailed Platform Assessment with ServiceNow Engagement Team
• Heavily involved in Upgrade from ServiceNow Fuji to Geneva to Helsinki

TECHNICAL SKILLS:

Hardware: PC, Sun Solaris AS/400

Operating Systems: UNIX, Windows XP WinNT, Win2000, Windows 7 Windows 7

Languages: XML Java, J2EE Shell Scripts, JavaScript SQL C++, XHTML, HTML Microsoft Visual Basic

Design Tools: SDLC, BABok, PMBok, ITSM XML, UML CSS Agile, Waterfall, Iterative RAD, JAD, OOAD V Model Lean, Six Sigma

Development Tools: BMC Remedy Administrator BMC Atrium, BMC ADDM IBM - CM/ IBM-DM BMC Remedy ITSM BMC CMDB Phoenix Net Expert/ Net Expert VA Accugraph MTP, Megasys DocFinity ECM Enswitch Power Builder, NotePad ++

Framework: ITIL CSSi, ISO

Office Tools: Microsoft Office Suite Jira, Confluence, WikiSpaces NetOPs Remedy ARS MapInfo Crystal Reports AutoCAD LT, Novell eWell VISIO LogMeIn, Bomgar

Databases: MS Access, MS Server Microsoft SQL Informix Oracle DB2, Sybase OS/400

Utilities: WinZip, SnagIt, Screen Hunter

Servers: SQL Server

PROFESSIONAL EXPERIENCE:

Servicenow Business/Process Analyst

Confidential, Washington, DC

Responsibilities:

• Establish process to provide proof (artifacts) that ISO process is being followed by department. Manage project plan for internal software projects. Created software development templates used by development team ranging from meeting agenda/minutes, business requirements, functional requirements, technical requirements, software requirements specification, flowcharts, agile stories, backlog maintenance, project plan management for fiscal year initiatives, etc.
• Perform requirement gathering and validate requirement with process owners for process enhancements
• Conducted product workshops, performed gap analysis and requirement gathering for ITSM module implementations.
• Create/document process to facilitate artifacts as proof of completing tasks for ISO framework for departmental software development
• Work across multiple departments to integrate business processes both at the branch and corporate level. This led to an increase in customer retention rate of 5%
• Identify and document business and customer requirements by working closely with the business stakeholders and external customers
• Facilitate deployment of all enhancements and functionalities.
• Follow a structured approach to organize requirements into logical groupings of essential business processes, business rules, information needs. This subsequently led to grouping into functional and non - functional requirements.
• Participated in the Upgrade and Implementation of ServiceNow platform from Geneva to Helsinki
• Develop and run enterprize ITSM monthly Performance metrics reports with scheduled reports in ServiceNow and compare with IT Services Scorecard with focus on strategic KPIs
• Identify various business processes and developed process flow diagrams for the acquisition systems verification processes and validated the processes with Subject Matter Experts
• Build class diagrams and sequence diagrams to illustrate and validate different business processes
• Liaise between business users, testers and application development team so that all stakeholders understand the business needs and drivers clearly.
• Deployment of business requirements to information systems and applications.
• Collect, review, analyze, manage, backlogs (users stories & defects) from process owners and Service Owners
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans
• Assist and guide technical teams to follow ITSM processes in general and collaborate on continuous improvement and quality of service
• Created & prioritized a backlog of requirements through development of User Stories in ServiceNow SDLC module
• Verified all Incident details and updated documents as necessary
• Planned and managed support for problem & incident management processes
• Established & managed procedures for the submission, review & authorization of Change Requests

Consultant/Business Analyst

Confidential, State College, PA

Responsibilities:

• Establish a Business Analysis Center of Excellence, Improve Project Intake business procurement process, Improve collaboration between IT Project Managers and IT Business Analysts. Gather/document functional/technical requirements and current/future workflow process flows for content published to the University’s main and news websites. Interview/work with 90+ University staff and software consultants to gather and proactively manage requirements for implementation of a new CMS to disperse content to both websites. Identified web page templates (screen prototypes and page assets) required to drive solution design. Tools utilized: Drupal, MS-Office, TeamViewer, Atlassian (Jira, Confluence, WikiSpaces), ServiceNOW. Duties include:
• Established a ITSM ServiceNowBusiness Analysis Center of Excellence to provide University wide support for all Business Analysts across the University, colleges, and campuses
• Improved Project Management/Business Analysis processes to minimize waste, improve efficiency, promote collaboration, and improved communication
• Create functional business requirements, lead requirements gathering/discovery meetings, and create business process flows for ServiceNow Incident, Change, Asset management modules
• Create business use cases/user stories
• Create Visio drawings as required for customer workflow processes and screen prototyping
• Gather/document functional requirements for publication to project team via Basecamp (web file sharing system)
• Perform work under SDLC, BABOK, PMBOK, and ITIL

Consultant/Business Analyst

Confidential, Austin, TX

Responsibilities:

• Gather functional business requirements for software enhancements, facilitate project meetings, adhere to best practices for: PMBOK, BABOK, SDLC, ITSM, XP, Agile, and Waterfall. Tools utilized: MS SharePoint, MS Office, PeopleSoft, WorkDay. Duties include:
• Business Processes modeling/re-engineering using MS-Office products
• Project Management using Clarity, MS Project, and MS SharePoint
• Provide Rough Order of Magnitude (ROM) for project enhancement requests (including training estimates) along with development and test estimates
• Maintain request/enhancement request database to manage project budget, lifecycle, bugs, estimates, and actuals for the project budget
• Work with internal clients to provide requirements and solution design for software enhancement projects
• K2 Blackpearl, SharePoint 2010/2013, PeopleSoft, KACE, XML/SQL tools used daily

Consultant/Business Process Analyst

Confidential, Roanoke, VA

Responsibilities:

• Document current business processes, gap analysis, Identify and propose improvements to current processes, conduct interviews to document current processes. Configured Service Catalog and CMDB foundation data. BMC software targeted for delivery includes: Remedy ITSM (Service Delivery, Service Management, and Asset Management). Duties include:
• Document current processes using MS-Office products and identified gaps in current processes
• Identified improvements in foundation data in existing ITSM environment
• Gather and document requirements for implementing Problem Management and customize dashboards for various functional groups
• Maintain project plan, weekly status reporting, led requirements sessions, advise on ITIL process best practices and implementation of additional ITSM modules to rollout, and conduct conference calls
• Work with IT clients to improve ITSM suite of tools for internal enterprise level clients and external software applications

Consultant/Business Process Analyst

Confidential, Los Angeles, CA

Responsibilities:

• Document current business processes, gap analysis, Identify and propose improvements to current processes, conduct workshops to identify foundation data for $14.5m BMC software implementation. Configured Service Catalog and CMDB foundation data.BMC software targeted for delivery includes: ADDM, BNA, BSA, BPPM, Remedy On-Demand ITSM (Service Delivery, Service Management, and Asset Management), and BMC Orchestrator. Duties include:
• Document current processes using MS-Office products, HP ServiceNow and identified gaps in current processes
• Configured foundation data in CMDB, created process templates in ITSM environment
• Gather and document requirements for measuring SLA metrics and customize dashboards for various functional groups
• Maintain project plan, weekly status reporting, led requirements sessions, and conduct conference calls
• Work with internal IT clients to document requirements for implementing new ITSM solution for enterprise level clients at the District office and all school districts and special interests.

Consultant/Project Analyst-Office Mgr

Confidential, Wellsville, NY

Responsibilities:

• Manage project costing and field office for 20-mile long natural gas pipeline installation. Manage daily project costs, project timeline, process new hires/terminations, payroll processing, vehicle permitting Dept of Transportation, reporting for Operator Qualifications, Process Improvement, application design and development, and onsite support for Telecom and IT.Duties include:
• Manage daily project costs sheet via Remote Desktop connection to corporate server
• Process daily new hires/terminations
• Process and submit DOT permits for the relocation of construction equipment used on job
• Developed standardized procedures and processes for improving daily workflow and job processes using MS-Office products

Consultant/Project Analyst

Confidential, Amherst, NY

Responsibilities:

• Manage telecom project timeline and deliverables for a large bank merger. Manage project plan via team SharePoint collaboration website. I was brought on board after the project had begun and needed additional resources to help plan/deliver the IT telecom infrastructure. Tools utilized SharePoint, MS-Office, Remedy ITSM. Duties include:
• Manage telecom issues list using SharePoint
• Daily status reports on installs completed, issues found, and work not completed per the project schedule
• Weekly status report on overall project progress. During final month of project turned report into an issues punch list to get all telecom work completed before the project go-live date.
• Identified and built telecom kits containing materials to be used during conversion by the IT telecom rovers assigned to specific branches during the go-live conversion weekend.
• Work with internal clients to manage/schedule external resources used to implement acquisition

Consultant/Business Analyst-Project Mgr

Confidential, Coudersport, PA

Responsibilities:

• Gather/document functional/technical requirements and implementation of enhancements Zito’s VoIP services deployed to their commercial customers. Provide end-user training for the IT staff receiving commercial services from Zito. Conduct/document customer site surveys to assist with customer build-outs and project budgeting. Duties include:
• Create functional business requirements, lead requirements gathering/discovery meetings, and create business process flows
• Create business use cases, create/execute test plans, report/track bugs/fixes, assist with end-user acceptance testing
• Create project status reports to executive level project sponsors, create SQL queries, and create XML forms
• Create Visio drawings as required for customer implementations/training/site surveys
• Work with McKesson for software integration point with VoIP/Web services
• Developed asset management system
• Implemented VoIP solutions via Professional Services group to external clients of Zito
• Trained the client liaison how to use VoIP phones so they could train their internal staff
• Developed training materials per external client requirements of VoIP solution

Consultant/Business Analyst

Confidential, Homer City, PA

Responsibilities:

• Worked mainly with Electronic Technician Supervisor to document and improve current business process flows. Led requirements gathering sessions and completed requirements documentation along with test plan and test cases. Processes improved included submitting hourly time sheets from the fracking operations via smartphone/SAP/email, preventative maintenance reports via smartphone/SAP/email, ordering electronic/mechanical parts via smartphone/SAP/email, utilize SharePoint to store mechanical and electronic schematics of all equipment supported by the field office, inventory management improvements for SAP via parts check out process improvement that tied into reordering of stock inventory. Duties include:
• Document current business process flows for Electronic Technician and Maintenance Technician teams
• Identify and document improvements to current business process flows for Electronic Technician and Maintenance Technician teams, integrate work orders with Kronos/SAP time and asset management
• Create project status reports to executive level project sponsors, create SQL queries, and create XML forms
• Create network drawings in Visio for customer gas well fracking layout of mechanical and electrical equipment

Consultant/Business Analyst

Confidential, Towanda, PA

Responsibilities:

• Gather/documentbusiness requirements for improving Field Office operations. Develop XML/SQL reports for natural gas drilling operations that compiled data in data warehouse/stored procedure to compile daily regional report by drilling rig for corporate operations conference call. Project managed wireless upgrade of all network equipment deployed on 48 drilling rigs in the Northeast division, supported over 1000 end users, 48 drilling rigs 18 regional and field offices for the corporate entity and over 9 of its subsidiaries. Duties include:
• Create functional business requirements, lead requirements gathering/discovery meetings, and create business process flows
• Create business use cases, create/execute test plans, report/track bugs/fixes, assist with end-user acceptance testing with ERP and Kronos
• Create project status reports to executive level project sponsors, create SQL queries, and create XML forms
• Create building floorplans for office locations, deployment of network equipment and network topology
• Provided limited function as IT Technician (worked remotely with corporate IT Techs to resolve issues for end users who were not PC literate)

Consultant/Business Analyst

Confidential, Olean, NY

Responsibilities:

• Gather and document functional and technical requirements for enhancing an in-house software solution designed to build compressors. Duties include:
• Create functional business requirements, lead requirements gathering/discovery meetings, and create business process flows
• Create business use cases, create/execute test plans, report/track bugs/fixes, assist with end-user acceptance testing
• Worked with software developers on location and others that were located

Consultant/Business Process Analyst

Confidential, State College, PA

Responsibilities:

• Create functional business requirements, lead requirements gathering/discovery meetings, and create business process flows
• Create business use cases, create/execute test plans, report/track bugs/fixes, assist with end-user acceptance testing
• Develop/document XML/SQL business workflow, SQL Server, DocFinity automated workflow customization
• Worked as part of the Professional Services team to gather requirements and develop/implement automated workflow solutions for external clients
• Create end user training material
• Conduct train the trainer training and end user training