SUMMARY

• An ITSM and ITIL expert and Business/Technical Analyst with over 13 years of IT experience
• SME experience on ServiceNow - maintaining IT service delivery and support ServiceNow implementation
• Understand project plans, resource planning for project delivery. Providing end-to-end solutions to deliver client value
• Design and develop service roadmaps and manage implementations; ensure all systems and processes are in place
• Partner directly with stakeholders to define and transform the high, medium and short term level business requirements into prioritized and detailed user stories
• Prepare and Review Monthly Operational Metrics with Client
• Have learned various facets and information of IT in the Banking, Retail, Insurance and Media & Entertainment domains
• Provide expertise on all technical questions and develops technical solution related to ServiceNow implementation
• Work individually and within a team setting to deliver requirements on time and within scope
• Experience in business analysis on multiple projects, from business case to requirement gathering through functional specs and user acceptance testing
• Adhere to best practices to set up, structure and deliver a suite of high-quality BA documents
• Works across various technical towers to ensure the best solution is implemented and that timely implementation is achieved
• Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments
• Assist and Manage communications with the team, as well as stakeholders and business and IT management

TECHNICAL SKILLS

• Incident Management, Problem Management, Change Management, Release Management, Vendor Management, Asset Management, Configuration Management, Application Management, Request Management, Service Catalog
• ServiceNow
• Peregrine, PPMC Kintana, LightHouse, Remedy
• Technical Analysis, Design, Solving Technical Issues, Agile Methodologies
• Business Analysis & Result Interpreting Techniques
• Acceptance and Evaluation Criteria Definition, Brainstorming, Business Rules Analysis, Decision Analysis, Document Analysis, Metrics and Key Performance Indicators, Non-functional Requirements Analysis, Problem Tracking, Requirements Workshops, Scenarios and Use Cases
• Workflow, Content Management, Managed Document, Enterprise Portals

PROFESSIONAL EXPERIENCE

Confidential

Sr. System / technical Analyst

Responsibilities:

• Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business groups
• Configure and standardize the ServiceNow tool, craft solutions and build technical requirements
• Provides input on processes, procedures, or new approaches
• Workflow design and modeling along with business process engineering
• Wrote functional requirements to create and maintain Measurements Dictionary
• Gathered business and technical requirements and created the list of Key Measurements that eliminate ambiguity and set smart goals linked to strategic and measurable Business Objectives.
• Articulated requirements into detailed testing scenarios and further translated them into test cases. Coordinated test case walk through
• Support the master implementation plan per standard implementation methodologies
• Lead Content Owner for Managed Document and Knowledge articles
• Develop user stories as per Agile methodizes and ensures for delivery of a successful product
• Support the execution of the Asset and Configuration Management (CMDB) process, ensure it remains consistent with the ITSM strategy, global process goals and ensure coordination with all other IT processes
• Manage tables, relationships and metadata following ServiceNow best practices
• Interact with business partners and relay information to the team and management
• Coordinate communication between the various departments to ensure awareness and approval for releases, enhancement, defects and any other changes that impact the various environments that we support
• Participated in integration analysis and studied critical dependencies on Servicenow modules

Confidential

ServiceNow BA

Responsibilities:

• Implementation and Administration of ITSM Management Processes (Incident, Problem and Change), Building Service Catalog and Custom Application Development in Service-Now
• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB, User Administration and Discovery in ServiceNow
• Testing and Reviewing workflows, UI actions, UI policies and Client Script while upgrading the Service-Now platform
• Worked on tickets for change management, service catalog, notification, workflow and incident. Administered Discovery Management and created Reports
• Technical requirements to develop features as per the business specification in ServiceNow
• Involved in creation of workflows, sub flows and tables for inbound and outbound notifications
• Creating users, groups, roles and load the data to Service-Now using import sets on daily, weekly or requirement basis
• Redesigning the workflows in ServiceNow and reconciliation of complicated workflows to simpler form
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans
• Worked on various ITIL module by enhancing the tool to the stakeholders and made it easy to understand
• Worked on scheduling the report generation in Service-Now as per the requirements
• Involved in creation of reports, dashboards in ServiceNow
• Design and Implementation of service requests through service catalog in ServiceNow
• Coordinate with different stakeholders to analyse resolution of an organization critical issue and implementing the fix
• Meeting with stakeholders to get the requirements and detailed user stories and analyzing the short- & long-term project plans. Collaborate with other system teams and end users to ensure that major releases maximize positive impact and stability while minimizing risk
• Provide training sessions on ticketing tools, reporting and data entry
• Knowledge Management Documentation and Value innovation