Quality Analysis and BA for ITSM delivery & Coordinator Resume Hartford, CT - Hire IT People

SUMMARY

Possess 3+ years of experience in the field of ITSM working with subject - matter experts (SME’s) to gather information, identify relevant data and audiences, and write documents FRD, BRD, and creating Use case and functional flow documents.
Closely interacting with Project Technical teams and Product BA’s and gathering Business understanding.
Experienced Technical Writer with excellent communication, writing and presentation abilities, and hands on experience in creating content for IT / ITSM groups.
Hands on experience in writing and editing technical documents, including user manuals, SOP’s, annual reports, presentations, tutorials.
Enrich knowledge of ITSM concepts and worked extensively on Tools like - ServiceNow.

TECHNICAL SKILLS

Operating Systems: Windows 10, Windows NT/XP/2000/Vista; Mac OSX

Collaboration Tools: SharePoint, Confluence

Microsoft Servers: Windows server 2003 and 2008 R2 and 2012

Ticketing Tools: ServiceNow

Tools: Office 365-Word, Excel, Access, One note and Power Point, SNOW, ITSM, JIRA with Technical Writing Skill set.

Office communicators: Microsoft Teams and Skype

PROFESSIONAL EXPERIENCE

Confidential, Hartford, CT

Quality Analysis and BA for ITSM delivery & Coordinator

Responsibilities:

As a team, Worked on ServiceNow ticketing tool Managing Incidents and Tasks queues of different regions of users to meet contact SLA.
Auditing the Tickets for quality and create quality documents for client MBR presentation to my delivery manager.
Requirement analysis and scope and functional documents creation for Special projects and client and team interactions for sign off by reporting into my delivery manager.
Lead the Q-Coordinator team and responsible for team performance.
Worked on ServiceNow ticketing tool Managing Incidents and Tasks queues of different regions of users to meet contact SLA.
Conduct the RCA to the missed contact SLA tickets and share the same to the Management and communicate next action items with the team.
Monitor all the queues and transferring the tasks accordingly to the respective location support engineers.
Monitor team availability and help with concerns expressed by the team.
Monitor processes to efficiently share the workload in the team with given availability and resources.
Help the new team members with onboarding process and provide required KT to bring them up to the speed.
Drive internal meetings within the team to continuously improve the support for the customer and meet the SLA.
Coordinate with the support engineers from different regions to address any issues.

Confidential, Merrill, WI

Quality Analyst & ITSM delivery & Coordinator

Responsibilities:

As a team, Worked on ServiceNow ticketing tool Managing Incidents and Tasks queues of different regions of users to meet contact SLA.
Auditing the Tickets for quality and create quality documents for client MBR presentation to my delivery manager.
Requirement analysis and scope and functional documents creation for Special projects and client and team interactions for sign off by reporting into my delivery manager.
Lead the Q-Coordinator team and responsible for team performance.
Worked on ServiceNow ticketing tool Managing Incidents and Tasks queues of different regions of users to meet contact SLA.
Conduct the RCA to the missed contact SLA tickets and share the same to the Management and communicate next action items with the team.
Monitor all the queues and transferring the tasks accordingly to the respective location support engineers.
Monitor team availability and help with concerns expressed by the team.
Monitor processes to efficiently share the workload in the team with given availability and resources.
Help the new team members with onboarding process and provide required KT to bring them up to the speed.

Confidential

Responsibilities:

Create training programs, study guides, SOP’s and tests for new and existing employees on IT & ITSM, EUC operations and relational databases for DBAs in charge of synchronizing corporate data.
Planned, wrote, and edited operational and instructional manuals, as well as maintenance and test procedures, for paper- and Web-based publications.
Maintain training materials and update documents after each release / Upgrade.
Regularly use proprietary and ITSM tools / software and databases to verify accuracy of training programs.
Documented engineering processes and specifications for software development lifecycle, product delivery, and product and patch releases.

Environment: JIRA, ServiceNow, MS office, SharePoint, Microsoft Teams.