OBJECTIVE

• To obtain a position as an IT Business Analyst within an IT organization where I can utilize my remarkable knowledge of ITIL, ITSM and my ServiceNow experience/skill set.

SUMMARY

• Actively participated in ServiceNow Eureka to Fuji upgrade project.
• Great IT Service Management (ITSM) experience in change management, incident management, problem management, service catalog, self service portal in ServiceNow.
• Manage review of IT change processes for Change requests (RFC) through ServiceNow.
• Strong knowledge of service catalog items and variables.
• Handle configuration and development of variables in ServiceNow.
• Create KPIs from data source and build filter conditions for performance metrics report.
• Requirements gathering and requirements validation in ServiceNow.
• Run/create report in ServiceNow with KPIs using.
• Troubleshooting experience in ServiceNow.
• Working knowledge of use cases and mock ups.
• Engage in system enhancement in ServiceNow.

PROFESSIONAL EXPERIENCE

Confidential

ITSM / ServiceNow Business Analyst

Responsibilities:

• Serve as facilitator between Business and IT technical team to help in meeting business needs.
• Work closely with existing and potential customers to identify their needs and ensure that appropriate enhancements are developed to meet those needs.
• Perform requirement gatherings for developer to build service requests from customer requirements including requests, request items and tasks in ServiceNow.
• Manage procedures for the submission, review and authorization of Change Requests.
• Monitoring the maintenance of Change Management policies, processes and controls for SOX
• Configuration and enhancement of ServiceNow UI to the extent not requiring scripting.
• Ensure that all Change Requests that are in process of being reviewed have the appropriate documentation and/or pre - requisites.
• Analyze and report Change trend data and KPIs based on industry standards.
• Interface with various ServiceNow teams to ensure that IT systems and applications adhere to corporate Change Management standards and best practices.
• Daily change reconciliation process to detect & report unauthorized changes.
• Perform administration, troubleshooting to resolve users’ issues on ServiceNow.
• Identify and participate in resolving issues and conflicts within the project team.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Create test plan, test script, test result/test scenarios and perform UAT testing.
• Support business requirement specification process when requested.
• Ensure continuous improvement knowledge management process and procedures and integrate it with Incident and problem management process.
• Facilitate trainings, prepare requisite materials and participate in actual trainings and transfer knowledge to client’s resources.
• Facilitate and support Change Advisory Board (CAB) meetings.

Confidential

Business Process Consultant

Responsibilities:

• Identify gaps between what is deployed and ITIL and ServiceNow Best Practices.
• Produce current state processes and suggest desired processes and how to achieve it through a change process management.
• Define the value and business benefits of services from the service catalog.
• Identify opportunities for business process improvements based on the IT service catalog and promote IT services and value.
• Develop Service Level Management (SLM) processes and negotiate achievable service level agreements, ensure they are met, monitor and report on service levels, hold regular service reviews with customers, and identify required improvements.
• Participate in requirements gathering, design and implementation of ITSM capabilities.
• Develop service catalog and KPIs associated with each service.
• Implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and management processes.
• Analyze, log and estimate all requests for incident assistance, enhancements and maintenance
• Actively participate in the cause of process improvement by setting examples, focusing on continuous improvement and educating others on process management methods.
• Interact with the vendors to ensure knowledge management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support.
• Collaborate with the relevant stakeholders to improve the process and data quality.

Confidential

Incident Analyst

Responsibilities:

• Manage Incidents 24x7 and ensure minimal disruption to the service and quick service restoration.
• Act as a center focal point for all departments during incidents and coordinate between them to get the fast results.
• Ensure all Back Up Plan / Remediation Plan is created and focused on the restoration within SLA.
• Ensure timely communication / information flow towards internal & external stakeholders.
• Ensure that all required resources (resources, accounts, equipment) are available and up to date.
• Ensure Technical & Management Bridge is set up to facilitate communication during incidents.
• Deliver accurate post incident reports within the agreed OLAs.
• Contribute to and maintain the existing repositories with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
• Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
• Provide input and support the Problem Manager during initial investigations for root cause analysis.
• Implement and follow organization's compliant Business Continuity procedures and special events contingency plans.

Confidential

IT Change Analyst

Responsibilities:

• Ensure that all Change Requests that are in process of being reviewed have the appropriate documentation and/or pre-requisites.
• Monitor and maintenance of Change Management policies, processes and controls.
• Conduct Impact assessment of process changes.
• Monitor the implementation of change management to ensure that the disruption of normal business operations is minimized.
• Production of statistics and reports to demonstrate performance of the Change Management process.
• Report service and support deficiencies, and recommend fixing deficiencies.
• Facilitate and coordinate technical meetings.
• Facilitate and support Change Advisory Board (CAB) meetings.
• Preparation of change reports for weekly Change Advisory Board meetings.