PROFESSIONAL SUMMARY

• 6+ years of ServiceNow Business Analyst and project experience across industry domains.
• Good understanding and noledge on all phases of the software development lifecycle (SDLC) and familiar wif methodologies like Agile (Scrum),Waterfall model.
• Experience in different Agile ceremonies: daily stand ups, sprint planning, story refinement/backlog grooming, demos and retrospective meetings.
• Skilled in developing Business Requirements Document (BRD), Functional Specification Document (FSD), Use Case Specifications, Functional and Technical Specifications.
• Experience writing and executing User Acceptance Testing (UAT) and documentation of test cases.
• Planned and defined system requirements to user stories, use case and process flow diagrams.
• Worked on JIRA for creating /updating user stories, bug tracking, issue tracking, and project management functions.
• Proficient at designing, testing, implementing and supporting IT services solutions.
• Knowledge of SQL queries for data validation and data mapping.
• Handled Asset Management, Configuration Management, ServiceNow Administration, Incident, Problem Management, Knowledge Management and Reporting
• Monitored asset portfolio management through the entire lifecycle (asset procurement to service/retirement) for Configuration items (CI)/CMDB
• Experience in ServiceNow to customization of modules, CMDB policies, Discovery
• Proven experience in working wif wide variety of ITIL modules, CMDB, integrations wifin complex ITSM.
• Maintain the integrity of the tool across production and non - production environments.
• Expert in reviewing and approving validation documents in accordance wif company policies and procedures.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Change, Problem, Knowledge, Reporting etc.
• Deep experience in Working on ITOM CMDB andAsset Management.
• Lead requirements gathering sessions and ensure that all use cases are captured prior to design work beginning.
• Demonstrated problem solving ability and experience leading groups through problem solving methodology.
• Excellent interpersonal communication, negotiation, and presentation skills.
• Strong prioritization and time management skills.
• Overall responsibility for analyzing and documenting business processes and systems.

TECHNICAL SKILLS

• Project Methodologies:
• Waterfall, Agile (SCRUM)
• Business Modeling Tools:
• MS Visio,Blueworks, Signavio
• Defect Tracking Tools:
• JIRA, Rally, HP - ALM
• Operating Systems:
• Microsoft Windows XP, 7, 10, Mac OS X
• Databases:
• ITSM Tools:
• Tools:
• Reporting Tools:
• Oracle(8i), MS SQL Server
• ServiceNow
• SQL, MS SQL 2016, Sharepoint, AWS, Python, Unix
• Tableau, MS Excel

PROFESSIONAL EXPERIENCE

Confidential, Reston, VA

ServiceNow Data Analyst/Business Analyst

Responsibilities:

• Work wif development teams to perform manual/automated functional, regression and performance testing
• Help manage, develop, and improve processes and procedures wifin the department.
• Worked very closely wif My Servicesdevelopment team and the SMEs on the business side of the process.
• Documented the submission workflow of Demand Intake Form in My Services.
• Conduct meetings wif users and other stakeholders to elicit, organize and document the requirements.
• Gatheird business requirements, data mapping and monitoring asset management database
• Collected data from developers and put together a data dictionary in Excel spreadsheet.
• In data dictionary I consolidated and mapped all the tables used in Demand Intake Form.
• Responsible for asset inventory accuracy and asset data integrity in the database
• Created visio charts for different services used in the application and demonstrated to users through powerpoint.
• Worked very closely wif IT Service Delivery Speec IV for Infrastructure Demand Metrics reports using Tableau.
• Worked on Monthly and Weekly Trend Analysis reports.
• Helped in testing of Demand Intake Form for new enhancements.
• Created purchase requisitions usingProcureone application wifin Confidential
• Manage life cycle of purchase request before submission and after submission of the request
• Data validation and verification before submitting the purchase request
• Validating data wif Myservices application wif Procureone data like requester, buyer, cost center, description, category, part number, price, quantity, supplier, delivery etc.
• Work through the submission process flow in Procureone
• Maintain documentation related to the whole life cycle of purchase request separately in a sharepoint site for quick reference.
• Adding credentials to view the data by maintaining views and role permissions
• Act accordingly wif purchase request followups, modifications, cancellations

Environment: ServiceNow, Agile, Tableau, SQL, Windows, JIRA for agile, MS Excel, Sharepoint

Confidential, Pittsburgh, PA

ServiceNow Business Analyst

Responsibilities:

• Working in Agile environment playing an active role in Iteration planning, Sprint Review, Lesson Learned and resolving roadblocks.
• Understanding the needs of multiple stakeholders and translate those business needs into technical requirement for development teams.
• Created detailed work plans which identifies and sequences the activities to successfully complete the project.
• Prepared Functional Requirement Documents and Business Requirement Documents.
• Translated business requirement into User Stories, Created UML along wif Acceptance Criteria validation from Stakeholders.
• Collaborate wif Stakeholders to prioritize their Stories Backlog and make recommendation on the Stories to be develop in the upcoming sprint.
• Updated SOPs for Software Asset Management and Hardware Asset Management Plans
• Attend daily scrum meeting to get updates on Stories and aware of any foreseen impediment or roadblock from development team and plan accordingly.
• Prepared training materials and train users on new features and functionalities on ServiceNow.
• Worked on asset validation and gap analysis of primary asset attributes defined for the CMDB server registry.
• Worked closely wif the QA team to create test cases and ensure the Standard test case repository was kept up to date.
• Advise customers towards implementing the ServiceNow platform and applications according to best practice
• Gather and validate requirements for different application/module enhancements: Service Catalog, Request Fulfillment process, Self Service Portal, Incident Management process, Problem Management, Change Management and Knowledge Management.
• Identify Services and initiate implementation rules for the Service Catalog in ServiceNow.
• Provide guidance to developers and quality assurance testers regarding ITSM program.
• Provide guidance and input to stakeholders and leaders on ITIL best practices.
• Experience creating, publishing/sharing report for different modules on ServiceNow usingKPIs.
• Champion organizational change and adoption of ITSM best practices by providing coaching and training.

Environment: Agile, ServiceNow, UAT, SQL, Windows, JIRA for agile, MS Excel.

Confidential, NJ

ITSM Analyst ServiceNow

Responsibilities:

• Worked on thevarious ITSM modules of Service Nowwhere the primary responsibilities are to understand the incident/problem/procurement compliance processes for purchase requests, approvals and orders, audit compliance, general ledger.
• Also worked on the implementation of Incident Management, Problem Management, Change Management, Event Management, CMDB, Reporting, Service Catalog inServiceNow.
• Responsible for requirement gathering,businessprocess flow,businessprocess modeling andbusinessanalysis.
• Prepared BRD (BusinessRequirements Document), FRD (Functional Requirements Document) and N-FRD (Non-Functional Requirements Document).
• Develop and manage requirements on SLA for incident, problem and change tickets to ensure that their is SLA compliance.
• Understand and gather user requirements and translate them to functional requirements/specification and assist end user wif Epic request submissions obtaining team approval.
• Worked on backlog grooming items and presented what items can be picked up in next sprint to the scrum master.
• Facilitated JAD sessions wif management, users and other stakeholders to define the project and to reduce the time frame required to complete deliverables.
• Created meeting notes and published to all stakeholders highlighting discussion points and action points.
• Used Jira for writing user stories wif acceptance criteria or user stories wif use cases, used Confluence for upload documents.
• Responsible for working a queue of JIRA tickets to address system issues, user requests, etc. on daily basis.
• Prepared projects, dashboards, reports and questions for all JIRA related services.
• Participated in sprint planning wif PM/Dev/QA to conclude the User Story points and the effort estimates.
• Implemented multiple ITSM modules:Incident, Change, Service Request, Asset, configuration, noledge, problem, release, capacity, availability, and service level management.
• Resolving the complex requirements into simpler fragments and conveying it to the technical team for faster and efficient development.
• Created dynamic reporting using MS Excel formulas, macros and Visual Basic for Applications (VBA).
• Participating in testing process and coordinating wif QA team in each test cycle.

Environment: Agile/Scrum, SQL Server, Jira, Microsoft Visio, VBA, ServiceNow, Office (Excel, Access).

Confidential, Alpharetta, GA

Business Analyst

Responsibilities:

• Developed business architecture using requirements such as scope, processes, alternatives and risks.
• Led agile business requirement gathering sessions and design sessions wif users in workshop settings.
• Conducted meetings wif users and other stakeholders to elicit, organize and document the requirements.
• Created project status reports and feasibility reports for stakeholders.
• Gatheird and analyzed the requirements and converted them intoBusinessRequirement Specifications (BRS) and Functional Requirement Specifications (FRS) for the designers and developers and QA Team to understand them as per their perspective.
• Designed and developed use cases, activity diagrams, and sequence diagrams using VersionOne.
• Extensively facilitated meetings/conference calls wif stakeholders, project managers, developers, QAAnalystsand other end users based onsite/offshore to deal wifbusinessand technical issues and to resolve the issues.
• Created "As-IsBusinessModels" to understand the existing claim settlement process flow through interacting wif SMEs, underwriters and Finance department.
• Performed Gap Analysis for new functionality requirements, as well as prioritized them based on actual businessneeds as to align them wif the product release roadmap.
• Involved in testing the conversion of the application by generating test scenarios in test plan document.
• Validated data at the backend to ensure that all the Claims related data had been loaded to the corresponding Data Sets in the backend and the pricing for these Claims was completed as per the Standards.
• Analyzed the results, generated reports and tracked the defects using Quality Center.
• Created and maintained the Test and Traceability Matrix.
• Conducted System, Integrated and Regression testing to the application usingBusiness, Functional, User Acceptance and Usability testing.
• Actively participated in all phases of testing lifecycle (Design, Planning, Development and Results).

Environment: Agile, SQL, VersionOne, Jira, Excel

Confidential, St. Louis, MO

Business Analyst

Responsibilities:

• Involved in conducting meetings for projects requirements sessions wif stake holders and able to articulate and create the requirements in User Story format using JIRA.
• Participated and contributed in daily scrums, Sprint meeting and Sprint review meetings.
• Gatheird requirements by conducting meetings and brainstorming sessions wif end users and SME and document using JIRA.
• Performed Requirement Analysis prepared process flow diagrams in Visio for account opening, corporate action processing.
• Manage the user story backlog by ensuring that the backlog items are appropriately groomed, prioritized and estimated.
• Knowledge about skills like building data mapping specifications from source to target database.
• Conducted different levels of testing including functional, user acceptance, integration and performance to verify the client’s needs are met.
• Worked closely wif stakeholders to understand their business processes including current state and the desired “to - be” state and documentation of requirements and conceptual design from which applications and solutions are developed.
• Involved in functional and regression testing and used HP ALM for test case preparation and defect Management.
• Assisted the project Manager during project closure, end-user feedback post UAT & sign off.
• Gatheird Requirements and analyzed the feasibility of their needs by coordinating wif all stakeholders
• Collected requirements from department managers and users for enhancements.
• Prepared BusinessRequirement Documents (BRDs) after the collection of Functional Requirements from System Users that provided appropriate scope of work for technical team to develop prototype and overall system.
• Created relationships in Requirement Traceability Matrix linking BusinessRequirements to Functional requirements and Functional Requirements to Systems Requirements.
• Interacted wif users for verifying User Requirements, managing Change Control Process, updating existing Documentation.
• Involved in data migration design so that the data can be exchanged between systems.
• Worked on data modeling and produced data mapping and data definition documentation, configured the Data mapping between Oracle and SQL server
• Tested Performance Accuracy related queries under SQL Server.
• Designed and implemented basic SQL queries for testing and report data validation.

Environment: SQL, Erwin, Jira, Microsoft Windows XP, Office (Excel).