SUMMARY

• Energetic and forward thinking with extensive Process Improvement / Service Support activities that provides innovative software quality solutions and process deliverables. 15+ Years of IT experience in ITIL Service Management with strong leadership quality gained from hands on experience.
• Experienced in administration of Service now application which includes CMDB, Discovery, Workflows and ITSM Suite of applications (Service Desk, Asset Management, Change Management and Service Level Management). Also a Certified Scrum Master and worked on various Agile projects.
• Highly motivated, self - starter with a strong sense of commitment to design, develop & implement repeatable Total Quality processes. Personable & collaborative change agent able to bring together business executives, customers, development teams and vendors to achieve ambitious goals utilizing expertise in the following areas
• Extensive IT Process Management experience in Telecom, Consulting Services & personal / Retail banking business processes
• Manage large multi-site IT Support teams
• Establish & Manage Data Center of Excellence practice & processes
• Customer Interaction, User co-ordination.
• Vendor Management
• Implement Metrics & Process Improvements
• Project Management Methodologies/ Software Development Life Cycle (SDLC)- (Waterfall, Agile, Scrum, LD etc.)
• Project Scheduling & Oversight for Software Application Development
• Application Configuration & Testing
• Client Relationship Management
• Reporting & Data Analysis
• Quality Control & Management, Knowledge of QA Methodology
• Business Requirements, Document Management, IT Technical Aptitude
• Deployment configuration management tools, as needed.
• Manage Resource allocation & planning
• Off-shore & On-site vendor management
• Strong Understanding of ITIL Process Management
• Extensive experience in Service Now, HPOV, Track IT & Remedy ITSM, Front Range HEAT
• Project Management, Agile, Scrum, Scaled Agile Framework (SAFe)

PROFESSIONAL EXPERIENCE

Confidential, Parsippany, NJ

Sr. Business Systems Analyst

Responsibilities:

• Prepare Identifies, researches, analyzes and writes business requirements to insure client and market needs are met. This includes working closely with clients and internal departments to clearly understand and address business problems and issues. Responsible for delivery of projects to the client and/or internal organizations. This includes completion and approval of testing, user documentation, and blended learning plans. Insures business and system development methodologies are followed and continuously improved. This includes insuring clients and other departments actively participate in appropriate phases of the process, such as requirements definition and quality inspection of design documents. Consulting with project managers and client personnel to help identify and document business needs, objectives, and requirements.
• Development and execution of test requirements, plans, use cases and scenarios
• Defect tracking and resolution
• Requirements gathering and definition
• Analysis of data related to software and configuration updates
• Applying project management and business analysis methodologies, processes, and templates consistently.
• Identifying, documenting, remediating, and/or escalating functional issues to the appropriate level.
• Focusing on customer experience and service for internal and external customers.
• Identifying opportunities to improve the processes and quality of work products
• Consulting with project managers and client personnel to help identify and document business needs, objectives, and requirements
• Documenting current operational procedures, issues and risks, input and output requirements, impact analyses, data scope, usage, and security requirements
• Responsible for completing tasks related to deliverables, project work plans and schedule; conducting research, organizing and presenting findings, leading work sessions with clients and project team, and developing documentation using structured methodologies
• Supporting the project team to ensure deliverables are successfully completed.
• Reviewing and fully understanding all project and business requirements
• Prepare for and facilitate daily scrum meetings, biweekly sprint planning, review, retrospective and backlog grooming sessions with technical team supporting threat management application
• Facilitate and prepare for external end-of-sprint demonstrations
• Create, maintain, and organize backlog of features, epics, stories, and tasks in ServiceNow and Version One
• Estimating level of effort and timing effectively.
• Leading functional/application related requirements discussions with both State clients and stakeholders.
• Completing tasks related to deliverables using structured methodologies. These could include, but are not limited to, maintaining project work plans and schedule, conducting research, development of use cases and functional design documents, organizing and presenting findings.
• Experience on Servicenow Automated Test Framework(ATF)
• Experience on customizing and building workflows within ServiceNow
• Proficient in ServiceNow Reports and dashboard creation
• Experience developing and monitoring project plans, scoop creep, status reporting and capture documentation in ServiceNow Agile Module
• Build and test workflows within multiple ServiceNow environments

Confidential, Secaucus, NJ

Scrum Master/Project Manager

Responsibilities:

• Prepare for and facilitate daily scrum meetings, biweekly sprint planning, review, retrospective and backlog grooming sessions with technical team supporting threat management application
• Facilitate and prepare for external end-of-sprint demonstrations
• Create, maintain, and organize backlog of features, epics, stories, and tasks in ServiceNow
• Provide input to release planning using team capacity and skill set information
• Compile, analyze, and present statistics about time estimation accuracy, team velocity, and burndown rate to development team and management each sprint
• Create and maintain statistics on story lifetime to assess efficiency of requirements throughput
• Meet with product owners and operational business managers for selected modules to introduce scrum and program processes and outline expectations
• Support monthly release cycle by facilitating Release Feature Selection meetings and organizing and monitoring eligible release candidates in Service Now
• Support scrum of scrum reporting and planning, focusing on integration of scrum team schedules and work products
• Communicate team progress and dependencies with other team leads during scrum of scrums
• Interface with business, test, and user support teams to receive requirements information and forward updates on feature progress
• Review and provide feedback on drafted user stories and epics to ensure alignment with general Agile user story standards
• Create general Agile graphics and assist product manager and PMO with executive briefings
• Create dashboards and report progress
• Develop automation prioritization framework
• Develop Jira stories including acceptance criteria
• Test automation meets acceptance criteria
• Prioritize stories as per agreed framework

Confidential, Princeton, NJ

ServiceNow CMDB - Configuration Manager

Responsibilities:

• My primary role is to actively analyze data in the CMDB to ensure accurate and complete data is maintained and in alignment with downstream process requirements for Change, Incident, Problem, and Request.
• I am also responsible for monitoring ServiceNow queue for the team to address and/or assign Requests, Incidents, and Defects to be worked in the tool. Knowledge on Configuring the tool to carry out discovery of assets from all different type of tech stacks like network devices, servers, database instances, applications Capable of driving / managing team on ServiceNow admin activities.
• Experience designing and implementing the CMDB modules in Service Now
• Modify, Add, Change of Configuration Item Class and Configuration Item
• Very strong experience with CMDB, viz: tables, classes, table extensions, add custom classes, normalization and manipulation of data in stage tables, import into prod tables
• Ability to independently understand, manage and do Configuration Item dependency mapping.
• Ability to create or modify CMDB reporting Assist in remediation and mitigation activities required as part
• Update Business Service mapping for all critical & non-critical applications in ServiceNow
• Work with the application owners to collect mapping data, update and validate Business Service Maps for all the operational applications within the Confidential & Confidential ARRT portfolio.
• Provide and support to application owners so they can manage their applications in ServiceNow
• Provide reports and status of CMDB accuracy and completeness to Program Manager & Confidential &P management
• Create CMDB dashboard reports for Data reconciliations.

ServiceNow - Discovery

• Work with security, network, and other infrastructure team members to obtain required credentials to access discoverable IT assets
• Continually expands the solution to discover new CIs, new data centers, new CI classes
• Reviews the data being populated into the CMDB by Discovery and ensures it is accurate
• Proactively validates the discovered data for completeness and accuracy to ensure the quality of the CMDB
• Provides escalated support for the Discovery module
• Implements and maintains the technology solution for Configuration Management process / CMDB automation, including asset tracking and management reporting
• Coordinates with other Process Analysts and stakeholders to implement requirements from IT and business partners ensuring processes are simple, repeatable, measurable, and achievable
• Continuously analyzes process data and drives opportunities to improve the process or execution of the process
• Works with external partners and third party suppliers whenever necessary to support the Process
• Work with Confidential security for discovery requirements and all necessary approvals..
• Raise change request and get approvals to run SNOW Discovery to scan subnets associated to infrastructure dependency of non-critical applications business service
• Experience with all ServiceNow plugins - AWS Plugin, Cloud management plugin or SCCM Plugin

Confidential, Jersey City, NJ

Configuration Management Lead/Project Manager

Responsibilities:

• Expert in Confidential UCMDB, Confidential Connect IT and Confidential Asset Manager, HPUD
• Knowledge on Configuring the tool to carry out discovery of assets from all different type of tech stacks like network devices, servers, database instances, applications Capable of driving / managing team on Confidential UD activities
• Capable of implementing Confidential UD / Universal CMDB and Configuration Management Work with the different tech stack teams to get the required access Performed any Automation on Confidential UD to discovery the Assets
• Assist in remediation and mitigation activities required as part of formal CMDB Data Governance
• Contribute to overall Configuration Management Continual Service Improvement efforts
• Assist in the improvement and documentation of the various processes involving Configuration Management
• Oversee the existing process of creating, maintaining, and recertifying Business Service & Application models to underlying infrastructure within the UCMDB
• Coordinate the gathering, reviewing, and approval of application data with Application Support teams, Application Managers, Application Suite Managers, Architects, and SME’ Confidential
• Maintain & communicate detailed status of model creation, maintenance & re for all in-scope applications
• Requirements Elicitation, Gathering, Clarification, and Analysis. Strong knowledge of Software Development Life Cycle (SDLC)
• Participate in the creation of Business Requirements Document and Application Documentation (User Guide, Operations Guide, Manual, etc.)
• Data and Use Case Analysis and Documentation
• Test Planning and Coordination (Create and Track Test Plans, Cases, and Scripts)
• Migration Planning and Coordination
• Provide Project Support (Issues Tracking, User )

Confidential, Raritan, NJ

Responsibilities Included:

Scrum Master

• Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving
• Facilitating getting the work done without coercion, assigning, or dictating the work
• Facilitating discussion, decision making, and conflict resolution
• Assisting with internal and external communication, improving transparency, and radiating information
• Supporting and educating the Product Owner, especially with respect to grooming and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible, and leading by example
• Prepare for and facilitate daily scrum meetings, biweekly sprint planning, review, retrospective and backlog grooming sessions with technical team supporting threat management application
• Facilitate and prepare for external end-of-sprint demonstrations
• Create, maintain, and organize backlog of features, epics, stories, and tasks in JIRA
• Provide input to release planning using team capacity and skill set information
• Compile, analyze, and present statistics about time estimation accuracy, team velocity, and burndown rate to development team and management each sprint
• Create and maintain statistics on story lifetime to assess efficiency of requirements throughput
• Meet with product owners and operational business managers for selected modules to introduce scrum and program processes and outline expectations
• Support monthly release cycle by facilitating Release Feature Selection meetings and organizing and monitoring eligible release candidates in JIRA
• Support scrum of scrum reporting and planning, focusing on integration of scrum team schedules and work products
• Communicate team progress and dependencies with other team leads during scrum of scrums
• Interface with business, test, and user support teams to receive requirements information and forward updates on feature progress
• Review and provide feedback on drafted user stories and epics to ensure alignment with general Agile user story standards
• Create general Agile graphics and assist product manager and PMO with executive briefings
• Create dashboards and report progress
• Develop automation prioritization framework
• Develop Jira stories including acceptance criteria
• Test automation meets acceptance criteria
• Prioritize stories as per agreed framework
• Be an advocate for the Agile and Scrum methodology.

Confidential

Business Analyst

Responsibilities:

• Develops scope of work and work plans (Roadmaps) for new programs, modifications and/or enhancements to existing applications
• Work with project teams to assure timely delivery of project milestones.
• Assist in delivering bi-weekly project status updates.
• Exceptional skills in creating dashboards, status reports and presentation of metrics for stakeholder and executive consumption
• Result oriented. Ability to interact and build relationships with all stakeholders.
• Run meetings and capture minutes with details to meet stakeholder expectations.
• Plan, coordinate and supervise complex informatics assignments. Design and apply new methods and procedures. Coordinate systems development for major applications,
• Define project requirements including information and data needs, business analsyi8s and programming.
• Develop, plan, analyze, evaluate and assign priorities to deliverables and requirements. Define project phases, set deadlines and manage staff. Develop project plans with milestones.
• Coordinate all meeting and interface with business units, staff and service providers. The successful candidate will be responsible for the oversight and execution of multiple projects and project managers. Accountable for managing broad and highly complex teams and projects involving significant scope and complexity

ITIL Process Lead

Responsibilities:

• Contribute to improvement in IT solution delivery and risk reduction through development and implementation of processes, monitoring processes, ensuring compliance processes and standards, and continuous improvement.
• Help define process reporting metrics including analysis of results and trends monitoring end-to-end performance of the process; evaluates and recommends as needed.
• Process Design Lead for ITIL Service Asset and Configuration Management Processes, worked with process owner to define process capability roadmap and aligns specific business and technology changes to defined releases in alignment to roadmap
• Expert in developing and implementing ITIL processes / ITSM work flow processes and procedures and integrating the same with overall framework, specifically incident, problem, change and release management.
• Documents detailed procedures in support of the process activities and Workflows
• Participate in formal process Incident process roadmap and new services planning, as pertains to Incident
• Design, implement, manage and continuously improve core ITSM processes
• Plan, Develop, Implement and Support Server/Storage Operations and Data Center Operations.

Confidential

IT Project Coordinator

Responsibilities:

• Coordinate all work streams for creation of a new data center including work streams for disaster recovery testing, decommissioning data centers and change management
• Assist with procurement of Hardware requirements and service request management.
• Prepare and process purchase requisitions for independent contractors, consultants and vendor agreements.
• Interface with System Administrators and Network and Infrastructure Teams to coordinate plans for on/off boarding of new and decommissioned equipment.
• Create project timeline diagrams for board & steering meetings with Visio to highlight and keep track of project milestones and Go-Live dates from project tasks in Confidential Project & Innotas
• Maintain Asset Management Database to ensure inventory control for RTLS project.
• Manage and update risks, assumptions, action items, issues & decisions via Confidential Project & Innotas

Disaster Recovery Coordinator/ Technical Writer/Document Specialist

Responsibilities:

• Manage the IT DR infrastructure and plan development for all locations, with a strong focus on IT DR Exercise strategy
• Manage the BCP/DR activities within the IT Infrastructure for all locations.
• Build and Draft Run books and Architectural Diagrams.
• Build on existing and creating new plans, develop Testing Exercise strategies and conduct Testing exercises for all critical systems/ Tier 0 & Tier 1applications.

Confidential

Responsibilities:

Service Operation Management

• Defining and documenting processes, while implementing ITIL framework
• Define and document IT Process in accordance with the Confidential Process Framework.
• Worked with internal customers to diagnose, identify, research and resolve incidents and service requests with laptops, desktop, servers and network elements. Utilizes event management systems, knowledge management systems and confers with internal and external technical management personnel to affect timely resolutions.
• Implementing automation and self service solutions to improve service and reduce call volume

Configuration Management

• Responsible for Tracking and Updating data within CMDB
• Support the implementation of the Software and Hardware asset management tool Remedy
• Designing and implementing IT Asset Management solutions focusing on all aspects of IT Infrastructure Operations including assessment and process development for IT Infrastructure Library' Confidential (ITIL).
• Designing architectures for IT Asset Management systems including integrations with financial, HR, External Vendors and other IT systems.
• Configuration Management and IMAC methodology.
• Handling Software Distribution, software Licensing & Managing software Library.
• Ability to effectively interact at all management levels and Understanding the dynamics of change with the ability to assist others in managing the change process
• Hardware Asset Management from date of purchase till its Disposal (Experience with tools/process/physical verification).

Confidential

Responsibilities:

• Experience with Open View Operations for Windows
• Experienced in administration of Confidential Open View application which includes CMDB and ITSM Suite consists of Service Desk, Asset Management, Change Management and Service Level Management.
• Run & Maintain of HPSM CMDB
• Providing maintenance and support for CMDB software or Hardware to asset management database (CMDB).
• Good understanding of functional/process specifications for Incident, Problem, Change & other ITIL areas

Incident and Problem Management

• To Drive and own Problem identification, analysis, and remediation from incidents, monitoring, and other sources.
• Worked with cross functional teams to analyze, investigate and diagnosis root cause, as well as completion of corrective actions. Engage at a basic technical level in discussions to evaluate those solutions.
• Conduct risk and impact analysis to determine the appropriate actions to resolve Problems and developing corresponding Known Error information.
• Insure Problem and Known Error data are accurately and timely updated

Confidential

Responsibilities:

Service Desk Management

• Own and drive the Service Desk Service Improvement Program.
• Identify new areas for service improvement, drive closure of open initiatives, track progress, perform client actions and drive desired results.
• Review the customer satisfaction report monthly and identify trends that should be fed into the Problem Management initiative.
• Lead implementation of the Service Desk strategy and drive process and service standardization across the regions.
• Finding Root Cause based on Escalated call Report
• Creating and managing SLA' Confidential and OLAs