PROFILE:

• A Certified ITIL Analyst with 5+years ITSM experience proffering business solutions.
• A ServiceNow Analyst with experience in all phases of Software development.
• Adept in Agile, Scrum, ITIL best practices and framework.
• Participate in end to end ServiceNow implementation
• Upgrade implementations of ServiceNow Fuji/Geneva/Helsinki
• Excellent working experience on different ServiceNow modules
• Strong knowledge in Agile, Scrum, Software development methodologies (SDLC) in managing releases, sprint, stories, enhancement and defects.
• Good knowledge and understanding of ITIL, 6 - Sigma, PM frameworks and best practices in managing IT services.
• Integration of Jira Infrastructure projects board with ServiceNow Incident application

SOFTWARE SKILLS:

ServiceNow, SAP, Salesforce, Oracle Siebel, MS Visio

CAREER HISTORY:

Confidential, Houston, TX

ServiceNow Developer/ Architect

Responsibilities:

• Identify and recommend ITIL v3 best practices and framework to deliver technical solutions in ServiceNow
• Create use cases, test cases, system specification documents (SSD) and functional specification documents (FSD)
• Enhance the existing LDAP integration by modifying business rules (BR).
• Create custom applications, tables, and modules on ServiceNow per requirement
• Manage data within tables, the configuration management database (CMDB), import sets and update sets
• Adept in ServiceNow instance upgrade process
• Design reports and create dashboard in ServiceNow
• Serve as a point of contact (POC) between the business and technical teams for application development in ServiceNow modules (Incident, Problem, Change, Service catalog)
• Facilitating rollout of new applications and modules
• Provide Post Production support for bug fixes, issues, and other corrective action
• Design and maintain Service Portal, Portal pages and attributes on ServiceNow
• Implementation and Customization of ITSM modules within ServiceNow to include but not limited to Incident, Change, Problem Management
• Ensure that stories provide adequate information to my team of developers
• Obtain appropriate sign off from business stakeholders
• Securing custom applications using Business Rules (BR) and Access Control Lists (ACL) actions
• Working knowledge of scripting in ServiceNow and their order of execution to include Business Rules (BR), Client Scripts (CS), User Interface (UI) Policies
• Designed and managed email notifications for service catalog and request fulfillment

Confidential, Houston, TX

Senior Business Process Analyst

Responsibilities:

• Carried out demonstration for users to provide general understanding on using the service request management process
• Facilitated migration and integration projects on ServiceNow with other native business applications
• Created test scripts, use cases and performed UAT testing to ensure that specifications are met
• Restructured service catalog, utilizing record producers, two step checkout model and implementing clearly defined variable sets that are used more consistently across catalogs
• Experience in maintaining email notification, inbound and outbound actions
• Gathered and translated requirements into functional and technical requirements documents
• Engaged in weekly backlog grooming with process owners for multiple ServiceNow applications

Confidential, Katy, TX

Process Analyst

Responsibilities:

• Lead in requirements gathering sessions for ServiceNow projects
• Created and reviewed stories with IT process owners in ServiceNow throughout Software development lifecycle
• Participated effectively in all Scrum Events to successful complete ITSM projects
• Ensured that IT teams associate all recurring related incidents using a child incidents and parent incidents relationship to manage duplication of incident
• Managed procedures for submission, review and authorization of change request
• Ensure that change process is understood and complied with by stakeholders to detect and report unauthorized changes
• Managed email notifications in ServiceNow for request fulfillment
• Created test scripts, use cases and perform UAT testing to ensure that specifications are met
• Worked with stakeholders to gather requirements that clearly state business needs for software development through enhancement intake process

Confidential, Woodlands, TX

Delivery Analyst

Responsibilities:

• Gathered business requirements through processes of document analysis, interviews, workshops, and workflow analysis
• Provided input into developing and modifying systems to meet client needs
• Liaised between business and technical teams to ensure mutual understanding of ITSM processes
• Created test scripts, use cases and perform UAT testing to ensure that specifications are been met
• Elicited and translated complex business requirements into detailed functional specifications documents (FSD)
• Ensured solution designed included optimized design and best practices
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow
• Prepared Business Requirement document (BRD) for service desk enhancement of incident management
• Participated in the root cause analysis of incidents management, document and review communication process for known errors and initiate corrective actions

Confidential, Houston, TX

Associate Management Consultant

Responsibilities:

• Assisted in requirements gathering workshop with the Product owner
• Participated in weekly story time were stories are detailed and reviewed with IT process owners
• Acted as liaison between the business owners and Scrum teams
• Assisted and Collaborated with incident and problem management business process leads to write user stories that meet business needs.
• Participated in problem lifecycle analysis using 5 Why’s model
• Experienced in implementation within ServiceNow for modules such as incident, change, problem management and service catalog
• Coordinated the process integration between incidents with other related records and review existing service catalog and request fulfillment
• Obtained business approvals and stakeholders sign offs for enhanced features which met the acceptance criteria and scheduled deployments after each sprint cycle