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Sr. System / Technical Analyst Resume


  • 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


  • 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



Sr. System / technical Analyst


  • 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


ServiceNow BA


  • 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

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