PROFESSIONAL SUMMARY:

• Total IT Experience 12+ years
• ServiceNow Business / Data Analyst experience in all phases of Software programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, testing and maintenance migration.
• Around 6+ years of experience in Data warehousing experience with Business Intelligence tools Power BI, Tableau 10.0/8.2/8.1/8.0/ 7.0 and Microsoft Excel in various companies.
• Involved in creating Dashboards, reports as needed using Tableau Desktop and ServiceNow.
• ITIL v3 foundation certified professional.
• Responsible for developing IT Service Alignment Model based on Business Requirements.
• Developed Business Continuity and Disaster Recovery Plan in collaboration with Business and IT stakeholder.
• Leading experience in ServiceNow to customization of modules, more features like UI policies, CMDB, Discovery, etc.
• Working knowledge of Agile Scrum, Waterfall, Iterative methodologies.
• Involved in designing mockups for teh angular component development.
• Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Developed Best Practice work flow processes for automating and implementing ITSM Tool such as Service-Now, Remedy and JIRA.
• Experience in Service Management tools such as BMC Remedy, HPSM on Demand.
• Responsible for Root-Cause-Analysis (RCA) for Incident / Problem Management.

TECHNICAL SKILLS

Programming Languages: C, C++, Java, XML

ITSM Tools: BMC Remedy, Service now

Databases: Oracle 10g, SQL server 2005

BI Tools: Tableau, Microsoft Excel

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Service-Now Business / Data Analyst

Responsibilities:

• Responsible for providing analysis, documentation and reports in support of teh IT Operations service Management ITIL framework.
• Develop, Maintain and update IT Operations Event Management Process KPI dashboard in ServiceNow using Performance Analytics / Reporting Module.
• Teh TEMPeffectiveness and efficiency of teh Event Management process has been checked through teh metrics like events indicating performance issues, potential availability issues, Known errors etc.
• Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk.
• Provide configuration update support and functionality checking within teh development cycle of ServiceNow.
• Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from teh customer to teh fulfillment teams.
• Work with development team to migrate updates into teh production environment.
• Developing, testing, deploying and updating workflows and approval flows and rules.
• Develop systems integrations and process automation - fully utilizing teh platform’s workflow capabilities.
• Work with functional and admin teams to deliver automated workflow solutions in ServiceNow.
• Integrate ServiceNow with internal/external systems and tools.
• Training and supporting users, providing generic and TCF-related documentation.
• Performing teh Business Analysis role for enhancements, including new ServiceNow modules.
• Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers.
• Provide end-user technical support to resolve issues, answer questions and provide additional training as needed.
• Monitor external system integrations and perform manual exports and imports as needed to support integrations.
• Perform application development and maintenance, including development of new features and enhancements to existing applications through platform configuration and customization.
• Review business activities and assist client to define current state processes
• Develop new data imports and transforms.
• Develop custom reports for end-users that require assistance with report creation.

Confidential, Atlanta, GA

ServiceNow Business/Data Analyst

Responsibilities:

• Roll out new applications and modules on teh ServiceNow platform.
• Create Performance Analytics reporting for management along with standard ITSM reports.
• Created adhoc reports to users in Tableau by connecting various data sources. Generated Tableau dashboards with combination charts for clear understanding.
• Developed business architecture using requirements such as scope, processes, alternatives, and risks.
• Led Agile business requirement gathering sessions and design sessions with users in workshop setting.
• Conducted different levels of testing including functional, user acceptance, integration and performance to verify teh client's needs are met.
• Worked closely with stakeholders to understand their Business Processes, including current state and teh desired "to-be" state and documentation of requirements and conceptual design from which application and solutions are developed.
• Communicated with client's business requirements by constructing easy-to-understand data and process models.
• Provided input into developing and modifying systems to meet client needs and develop business Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis.
• Managed and prioritize a backlog of user stories.
• Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.
• Perform new release upgrades and patches.
• Develop ServiceNow training materials and videos.
• Involved on various modules in Service catalog Management.
• Collaborates with different IT departments and teh Business to gather and create process and tool improvements.
• Create, document and train ITIL v3 process and procedures for stake holders.
• Works on ITIL/ITSM projects.
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery.
• Research ITSM tools and services that makes a company run more TEMPeffectively and efficiently.
• Create processes and procedures based on ITIL v3.
• Train teh IT department on new processes and procedures.
• Create deployment plans to roll out ITIL tools, services, software and training.

Confidential, Buffalo, NY

ServiceNow Business/Data Analyst

Responsibilities:

• Implemented and maintained teh Service now platform to meet teh business processes and support ITIL.
• Involved in analysis of end user requirements and worked closely with ServiceNow admin/developers understanding teh current ServiceNow system.
• Responsible for IT Service Management all Data Centers - IMAC and Infrastructure Operations for Incident, Problem, Change, Release & Deployment, Asset & Configuration Management, Business Continuity and Disaster Recovery Planning
• Worked in Problem management based on requirements gathered through testing.
• Liaise between ServiceNow application users and I.T in teh analysis, design, testing for application development to ensure optional operational performance that meet business needs.
• Manage teh user story backlog by ensuring that teh backlog items are appropriately groomed, prioritized and estimated and that teh team fully understand what needs to be delivered.
• Develop executive level dashboards for I.T leader, leveraging teh ServiceNow backend.
• Drive application design and requirements gathering sessions.
• Created various SLA as per client requirement with teh Incident Management applications.
• Implemented process, tools and techniques used in teh project lifecycle as well as tools for Enterprise Wide IT Service Management.
• Developed multiple teams cross streams processes supporting Help Desk, Incident, Problem, Change, Release & Deployment, Configuration Management, Team OLA's and vendor related SLA's.
• Used excel sheet, flat files, CSV files to generated Tableau adhoc reports. Published Workbooks by creating user filters so that only appropriate teams can view it.
• Analyzed teh source data and handled efficiently by modifying teh data types.
• Reports include in-depth analysis documents, Key Point Indicators, TEMPeffectiveness reports, problem overviews and assessment reports, spreadsheets, and/or databases, using various desktop software tools.
• Integrate ServiceNow with internal/external systems and tools.

Confidential, NYC, NY

ServiceNow Analyst

Responsibilities:

• Review business activities and assist client to define current state processes
• Work with client to document future state processes for Incident Management, Change Management, Knowledge Management, and Service Request Management
• Document current state and future state process maps
• Facilitate workshops with business stakeholders and IT associates to gather system requirements
• Document functional and non-functional requirements as well as provide guidance to developers and quality assurance testers regarding ITSM program
• Provide guidance and input to stakeholders and leaders on ITIL best practices
• Champion organizational change and adoption of ITSM best practices by providing coaching and training.
• Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery.
• Expertise in understanding & preparing Technical Design Document, Business Requirement Document, Functional Specification document, User Manual, check lists from client given details.
• Implemented Workflows, Incident Management, Change Management and Service Catalog on various business applications.
• Handling Data queries in various environments (SQL and others) mathematical/Statistical analysis with Tableau, Access, SAS, Excel and other software packages useful for reporting. Solid understanding of matrix project management & Good understanding of Information Systems, Databases, strategic applications globally used within AML.

Confidentia

ITSM Analyst

Responsibilities:

• Worked Act as a catalyst between teh Information Technology Service Centre Team (US / UK / HK / UAE / SG) and Business (India - Chennai). Understanding teh domain and technology aspects. Understand co-existing applications at teh client site and identify integration/interfaces requirements.
• Understand teh applications, their interfaces and functionalities that are run by various business units. Analyze teh IT based problems and businesses concerns and liaise with teh respective teams for resolution.
• Understanding business functions, establish key relationships with cross border IT counterparts of Asia Pacific and UK, subject matter experts and operational management. Define project scope. Requirement gathering, analysis and project documents.
• Develop Internal, Business and Group Level ITSD Projects ad-hoc and periodic business requirements. Develop monthly, weekly and ad-hoc client deliverables to both Business and Group Levels against standards, methodologies, procedures and templates. Reports include in-depth analysis documents, Key Point Indicators, TEMPeffectiveness reports, problem overviews and assessment reports, spreadsheets, and/or databases, using various desktop software tools.
• Monitor and review teh performance of teh services on a regular basis. Service Performance of applications in meeting teh SLA, problems encountered by these applications and teh resolution provided by teh support teams.