SUMMARY

• Comprehensive 8+ years of professional IT industry experience relevant to program and multi project management, handling business critical assignments with excellence as Business Analyst. With 4 years of hands on experience providing IT Service Management Solutions in IT Infrastructure with expertise in the ServiceNow .
• Design and engineer solutions leveraging all appropriate components offered by Service - Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience in configuring theIncident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Strong Implementation skills developed through years of tool Customization and Integration assignments with Service Now ITSM product.
• Expertise in integrations with Ldap, SSO, webservices, email, Midservers.
• Work with functional managers and the team sponsor to obtain necessary resources to support the team's requirements
• Hold team meetings to manage expectations, make team changesand request information about stakeholder requirements.
• Coordinates meetings with the product committee, project manager and functional management to discuss project impediments, needed resources or issues/delays in completing the task
• Expertise in implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.
• Good Understanding ofRemedy Mid-tier system, Web Services, Crystal Reports .
• Extensive knowledge of creating and using Remedy workflow such asRemedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalationsetc
• Implementing and customizing Business rules, with JavaScript code and HTML
• Maintaining customizations across instances with Update sets.
• Knowledge of Oracle 10g/9i, Teradata, Tomcat 4.0, SQL server and reporting tools.
• Wide experience in using and technical assessment, business process tools, MS Project, MS Excel, MS Visio, Micro Strategy, Data Warehouse, Data Modeling and Design.
• Knowledge of using other BI tools, Micro strategy, Microsoft BI.
• Good understanding Cloud computing concepts and integration with BI tools.
• Ability to create training materials, job aids with an emphasis on end user perspective
• Good interpersonal skills to articulate requirements, with management, employees, and the client.

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis MN

ServiceNow Admin/Developer

Responsibilities:

• As a part of Tools and platform team, involved in pre cloning process of different instances
• T3 level Support team member, contributing to resolve the ESS user issues.
• Migration of customizations and enhancements from instance to instance.
• Involved in testing of Eureka patch 10 implementation.
• Creation of Business Rule, UI Action by using Glide script.
• Automation of HR case management
• Managed the service relationships between HR and employees through an online storefront.
• Successful in eliminating the volumes of phone calls and email exchanges it takes for organizations to execute the service delivery.
• Creation of HR cases to record the processing of individual HR requests, So that an HR case to record the advice provided to an employee regarding an issue and management of the overall HR workload.
• Customization of HR Case Categories
• Creation of Approval centre for case management module Provide complex customizations utilizing UI Policies, UI Actions, Script Includes, Business rules, clients scripts, and ACLs.
• Make a Report about the activities of ServiceNow one per month
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Checking of server logs as part of tools team in resolving incidents with integrations
• Analyzing Mid server logs for rising complex hi ticket incidents.
• Workflow customizations during upgrades.

Confidential, OH

ServiceNow Developer

Responsibilities:

• Provided direction and development work in a highly customized instance of ServiceNow as an internally-hosted setting.
• Integrated Service-now CMDB/BSM module with Service-now Incident Management module
• Deployed, configured and customized Service-now Service Request Management module
• Provided weekly KPI reports to upper management
• Create and configure Service Request Items in Service-now
• Customize and configure CMDB module in Service-now. Import data into appropriate classes
• Configure Update Sets for migration to multiple environment
• Also worked to optimize existing scripting and business rules to improve performance.
• Simplification of forms to get a best performance, Creation of a calendar and reports to scheduling all the tickets, and Management of different views depending the user and categories.
• Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection
• Estimate the Level of Effort for some project, and analyzing the codes of different partners.
• Coordinate with offshore in development to work in the task assigned to our team.
• Collaborate that code is upload successful to others instances.
• Creating a new module to management of finances and warehouse stocktaking.
• Trigger automatically a report about the specification of a ticket and also update automatically the status of a ticket with java script and HTML.
• Search, populate, and customize the knowledge base
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Creation of a workflow for PDA requests.
• Create knowledge base articles in Wiki markup language or HTML and JavaScript.
• Automation of Email creation (Runbook).
• Help in the creation to automation to add a new user in the system.
• Upload the changes each week to different instances.
• To give maintain to some workflows and items periodically.
• Inform about the incident with a high priority.

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Provide remote system administration support and development of modules Service Catalog, Incident, Problem, Change, CMDB, Runbook Automation, Release Management, Asset Management, Software Asset Management, and Contract Management applications
• Provide complex customizations utilizing UI Policies, UI Actions, Script Includes, Business rules, clients scripts, and ACLs
• Content Management, customized with java scripts for incident'sassigned toonly restricted users.
• Configured and customized various modules like Service-now Incident Management, Problem Management module, Change Management module
• Expertise in all the Administration Modules(under Application Starts with System in SN)
• Communication with the Client, Business users, On-site Co-coordinator and other teams.
• Tracking the project at all levels with the help of SDLC SCRUM Module under Service Now.
• Attending update meetings with the client and planning the activities in the best interest of the client's business
• Analysis of Defects faced in the project and to keep track of defects using SDLC SCRUM
• Responsible for the Administrator work on Service-now.

Confidential, Hillsboro, OR

Service Now Developer

Responsibilities:

• Implemented auto-ticketing improving incident metric capture and reporting.
• Responsible for advising customers on risk and impacts on business processes and technical architecture in the Service-Now platform Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create knowledge base articles in Wiki markup language or HTML and JavaScript.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Responsible for managing UAT, Test, Training, and Production instances of Service-Now
• Involved in development of screen tailoring, custom UI action, UI policy, reports, workflow, business rules, client scripts.
• Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
• Build out of over 30 Service Catalog items with associated workflows.
• Implementation of ServiceNow loaner application with custom of workflow and task delegation.

Confidential, Houston, TX

Sr. Business Analyst

Responsibilities:

• Analyzing the specifications provided by the clients and Developing specification documents for reports as per client requirements.
• Created User groups and roles to manage security in Cognos Connection and Access rights of the reports for the end users.
• Developed and Published Packages in Framework Manager, Connecting and testing Data Source, created database layer, physical layer and presentation layer, defining appropriate relationship between query subjects and fact tables.
• Developed FM Model against Star, Snowflake and Fact Constellation Data Models..
• CreatedLists, Grouped Crosstab, andReportswith calculated fields and Conditional formatting, Conditional Page layout, Sections, page Breaks, sorting, summaries, grouping, drill down/up.
• Applied grouping and associated the data with group functionality, Performed aggregate functions on calculations inreportstudio.
• Creating the Cubes based on the requirements and creating the drill through reports for the cubes and provided training to the end users.
• Scheduled to triggerreports based on an event using Event Studio.
• Updated stored procedures, database views as per user requirements.
• Trained the end users to effectively use the reporting tool to build and customize their ad-hoc reports.
• Created documentation for the complete project life cycle and mentored the End Users with technical support.

Confidential, Bentonville, AR

Business Analyst

Responsibilities:

• Interviewed the Business team to gather relevant business requirements, wants/ needs concerning the project and documented the requirements using BRD’s and FSD’s.
• Conducted JAD Sessions with SMEs, end users to resolve what data should be shown in the initial phase.
• Involved in the SDLC including requirements gathering, designing, developing, testing, and release to the working environment. Developed and maintained Requirement Traceability Matrix (RTM).
• Performed thorough GAP Analysis to check the compatibility of the existing software functionalities with the new business requirements.
• Drive and facilitate key discussions with respectivebusinessareas and leads to navigate discovery of scope and assess/architect resolution options.
• Performed business process mapping for change requests and new requirements.
• Attended meetings with the SMEs and technical lead to discuss the enhancement issues and bridge the gap for future design modifications.
• Responsible for gathering requirements (BRD), writing functional specifications (FSD) and use cases for the application.
• Analyzed, documented and managed requirements as well as changes to requirements using Rational Requisite Pro.
• Developed use case diagrams, use case models and class diagrams based on UML methodology.
• Utilized Rational Unified Process (RUP) to configure and develop process, standards, and procedures.
• Conducted UAT in the final phase of software development process to check the functionality of the Designed and implemented basic SQL queries for QA testing and report / data validation software.
• Developed estimates, project plans (Microsoft project), training material, BI reports using Micro strategy.
• Compiled, tabulated and coded statistical reports using pivot tables to produce spreadsheets, graphs and databases.

Confidential

Business Analyst

Responsibilities:

• Developed Data Flow Diagrams, Work Flows, Process Flows, and Entity Relationship Diagrams in MS Visio, and analyzed them to create “AS IS” and “TO BE” scenarios.
• Interacted with department heads to finalize business requirements, functional requirements and technical requirements and also created Business process model.
• Facilitated JRP sessions between technical and regulatory teams for meeting requirements as well as solving problems on a daily basis.
• Performed Requirement Analysis by gathering both functional and non-functional requirements based on interactions with the process owners & stake holders and document analysis, represented them in Requirements Traceability Matrix (RTM).
• Involved in creation and reviewing of Functional Specifications and created a Functional Requirement Document.
• Led and conducted JAD sessions for requirements gathering, analysis and design of the system.
• Conducted JAD sessions, created Use Cases, work flows, screen shots and Power Point presentations for the Web Applications.
• Provide implementation assessment, strategy, and mentoring services for Rational Rose, UML and RUP.
• Created and maintained Narrative Use Cases (Business Use Cases, System Use Cases).
• Followed the adaptive RUP framework for the whole Project life cycle (PLC).
• Fine-tuned search engines and pulled data from different databases and migrated data back and forth using.
• Designed and developed, Use Cases, Activity Diagrams, Sequence Diagrams, OOAD, Visio and Business Process Modeling.
• Teamed up with both internal and external software development groups to provide functional requirements specifications in form of use cases, business process flows, and prototypes and management reporting requirements.
• Assisted in data mart design and prototyping.
• Involved in creation and execution of manual test cases in Mercury Test Director and automated Test Cases in QTP and analyzed the Test Results.