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Service-now Business Analyst Resume

Dallas, TX


  • Over 7 years of experience as a Service - now Business Analyst with experience in varios industries.
  • 4+ years of experience proficient expericne in Service-now, Paas, Saas, ITIL Framework v3, also bit experience in Saleforce CRM system.
  • Excellent Business writing skills Business requirements document BRD, Use Case Specifications, Functional Requirement Specifications FRS, Software Design Specification SDS, Software Requirements Specification (SRS), Software External Specifications SES, Software Requirement Document(SRD), Data Dictionary, Business Continuity Plan (BCP), Workflows and Unified Modelling Language (UML) diagrams such as Activity diagrams, data warehouse Class diagrams and Sequence diagrams. strong understanding of Business Requirements Gathering, Process Flow, Business Process Modelling and Systems Analysis.
  • Worked on Service Request Management, Incident Management, Change Management, Problem Management, Project Management, Knowledge Management, Configuration Management, Maintenance and Enhancement of the Application using Java, JSP, HTML and HP Service Desk Tool (ITIL V3 framework).
  • Expertise in Design and Development of Interfaces, User Controls and Custom Controls using ASP.NET and C#.
  • Hands on experience with ITIL Concepts & IT Infrastructure Support Domain.
  • Good understanding of functional/process specifications for Incident, Problem, Change & other ITIL areas.
  • Implemented standard and custom JavaScript web analytics code for WebTrends and Omniture SiteCatalyst.
  • Experience in Capital Markets OTC Derivatives Trading Systems & managing projects Rates & FX.
  • Expert in developing and implementing ITIL processes / ITSM work flow processes and procedures and integrating the same with overall framework, specifically incident, problem, change and release management.
  • Experience in design, development and deployment in ServiceNow and also integrating SNOW with HPSM, Runbook, Solman (SAP) and Quality Center.
  • Performed integration testing, user acceptance testing (UAT), and reported all issues to IT and ERP consultants.
  • Implementing Servicenow Discovery and CMDB and integrating it with Change management.
  • Involved with Microsoft .NET Developer in designing and implementing Webpages and Web forms using Visual Studio in C#.NET, XML, ASP.NET, Web Services, SQL, ADO.NET, Entity Framework, WCF and WPF.
  • Analyzed the existing Tables, Corporate Data Warehouse to identify data fields, sources, impacted tables, candidates for remediation and data mapping.
  • Worked on Facilitated Joint Requirement Planning (JRP) sessions with SMEs in understanding the Requirements pertaining to processes for implementingservicemanagement tool.
  • Sound understanding of Object Oriented Analysis and Design OOAD and proficient in documentation of As-is and To-be business processes. Ability to analyze data in a fast-paced, deadline driven risk based environment.
  • Extensive experiences in Investment Banking projects specialized in Securities Trading (stock trading, fixed income trading, and derivatives trading, Front Office Trading), wealth management and risk management.
  • Had good understanding of SWIFT and xml trade formatting, Oracle Database 9i, SQL, PL/SQL, Oracle Forms/reports 6i, and Workflow, XML Publisher and Unix Scripting skills.
  • Full understanding of Rational Unified Process (RUP) using Rational Rose, Requisite Pro, Unified Modeling Language (UML), Object Modeling Technique (OMT).
  • Experience in Scrum Process and thorough understanding of Extreme Programming (XP), Agile Software Development Methodology and Object Oriented Analysis (OOA).
  • Experience in ISO 9000 Documentation.
  • Domain expertise included evaluation of Internal risk Ratings, ALGO Limits and Credit Risk.
  • Strong knowledge activities involving corporate actions data integration, Entitlement calculation, notification and reconciliations with custodian through SWIFT, management of Tax/ Market claims to be paid or redeemed.
  • Created VBA-Excel spreadsheet to monitor trading desk risks, daily market changes, and predict P&L and worked on Consumer Lending Underwriting experience with consumer credit card
  • Designed and created a VBA script to monitor dynamic hedging positions and calculate potential JTD losses.


  • SaaS
  • Paas
  • ITIL v3 2011
  • JIRA
  • C
  • C+ +
  • VB
  • VB.NET
  • C#. NET
  • Java
  • SQL
  • MS SQL
  • T-SQL.
  • UNIX
  • Windows 95/98/NT/2000/XP/7
  • Linux.
  • MS-Access
  • MySQL
  • SQL Server
  • Oracle
  • Teradata
  • DB2
  • Sybase
  • IBM Web sphere
  • ATG Dynamo
  • BEA WebLogic.
  • HTML
  • XML
  • VBScript
  • ASP
  • JavaScript
  • JSP
  • J2EE.
  • MS Visio
  • Rational Rose
  • Rational ClearCase
  • Rational RequisitePro
  • Documentum
  • IBM information analyser
  • ERP
  • WSDL
  • Mercury Test Director
  • Rational Clear Quest
  • Mercury Interactive Win Runner 7.6/8.0
  • Load Runner 7.8/8.0
  • QuickTestPro 6.5/8.0
  • Rational Robot
  • Test Director 7.6/8.2
  • Quality Centre 9.0
  • Agile
  • Waterfall
  • Scrum
  • RUP
  • SDLC
  • ETL.
  • MS Office Suite
  • MS Project
  • Microsoft office 2010
  • TOAD
  • Adobe Photoshop
  • Crystal Reports
  • SQL Server Reports (SSRS)
  • Informatica
  • Business Objects
  • Erwin
  • Quick TestPro (QTP)
  • TestDirector
  • WinRunner
  • LoadRunner


Confidential - Dallas,TX

Service-now Business Analyst


  • This project involved implementation of Service Now as a Integrated Service Management (ISM) for Information Systems.
  • ISM is a comprehensive service management tool that utilizes the software-as-a-service (SaaS) platform.s
  • During this assignment I was involved in developing processes that support or interact with the Change Management process, Configuration and Asset management, Service catalog, Incident and problem management.
  • Analyzing the existing request items on SharePoint and migrating them to Service-Now
  • Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
  • Responsible for administering the Service-now Instances and Clone Scheduling Process
  • Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
  • Handling Production support tickets and assigning them to appropriate teams.
  • Participated in Service-Now Quick start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
  • Involved in Writing the business components and Data access components in C#. Net and Asp. Net.
  • Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT service delivery to various business lines. Responsibilities included.
  • Organization Development - Designed organization strategy that would unify Confidential IT organization silos around an ITIL IT Service Management framework.
  • Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions .
  • Participated in Service-Now Quick start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
  • Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
  • Played key role in System Development Life Cycle Process consisting of: Design and Gap Analysis, Business Requirements, Systems Requirements, Test Criteria, and Implementation to have the outputs of project dealt with the automation .
  • Involved in requirements gathering and database design.
  • Developed lot of client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement
  • Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.
  • Scheduling cloning and migration of data from instances with Service-Now.
  • Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
  • Develop BMC Remedy applications and ServiceNow scripts, administering BMC Remedy ITSM/AR Server, Mid-tier, and ServiceNow, integrate LDAP and ARDBC server(s)
  • Interface with customers regularly regarding their needs and preemptively seek to resolve performance issues.

Confidential - St. Louis, MO

Service-now Busienss Analyst


  • Responsible in Test Plan preparation, Test Strategies, Designing Test Cases, Preparation of Automation Test Scripts, Test execution, Defect reporting, Defect Analysis in Quality Control and effort estimation and planning as part of Management activities.
  • Depending on requirements, developed web pages which utilize asynchronous processing via ASP.NET AJAX.
  • Responsible for assessing, requirement gathering, coordinating in design and development and replacing outdated and off -supported ITSM-applications with SAAS based Service Now technology solution. Following Service Now modules were implemented - IM, PM, CM, Config.
  • Provide ServiceNow, BMC Remedy, and Cherwell Implementation service to clients to improve their current ITSM solution and recommend alternate solutions to ensure companies save time and money via process improvement
  • Contribute to improvement in IT solution delivery and risk reduction through development and implementation of processes, monitoring processes, ensuring compliance processes and standards, and continuous improvement.
  • Help define process reporting metrics including analysis of results and trends monitoring end-to-end performance of the process; evaluates and recommends as needed.
  • Experince in developing and implementing ITIL processes / ITSM work flow processes and procedures and integrating the same with overall framework, specifically incident, problem, change and release management.
  • Depending on requirements, developed web pages which utilize asynchronous processing via ASP.NET AJAX Toolkit controls like Script Manager, Update Panel, and Timer.
  • Analyze Current Configuration management and change management Process and find out Gap with the ITIL standards and propose to be process.
  • Plan, Develop, Implement and Support Server/Storage Operations and Data Center Operations.
  • Attain and maintain a super-user level of expertise with the ITSM Software platform and the service Desk processes in order to achieve a seamless integration with the overall solution, and configure the external and internal workflows into the application.
  • Designing and implementing IT Asset Management solutions focusing on all aspects of IT Infrastructure Operations including assessment and process development for IT Infrastructure Library's (ITIL).

Confidential - Chicago, IL

Business/Data Analyst


  • Create SQL queries using Quest Toad software to verify the correctness of data in back-end,and Keeping abreast of AML/BSA/OFAC legal and regulatory matters affecting compliance program.
  • Documents specifications for business intelligence and information technology (IT) reports, dashboards, or other outputs, and keeps abreast of new reporting design tools, and makes recommendations for future deployment.
  • Collaborate on the Risk Framework storyboard build and execute testing scripts for online and mobile platforms rollout and provide daily reviews of certain fraud reports and suspicious activity.
  • Manage the cash equity and equity options business flow between LatAm and US institutional investors. Participated in UAT and worked with Mercury Quality Center for bug and defect tracking.
  • Involved depth understanding of Credit Risk management for the application and created complex SSIS packages and SSRS Reports from Stored Procedures, Views and by writing complex T-SQL codes.
  • After the SRS is complete, to Baseline it, a Peer review meeting was held. Once the issues and questions raised in the Peer review meeting are logged and solved, then the SRS was sent for approval to Stakeholders.
  • Created test cases, test plans for Charles River compliance rules for the algorithm tools.
  • Data mapping, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data within the Oracle database
  • Establish documentation for Agile methodology for implementation with a very water-fall-centric development team.
  • Configured the Data mapping between Oracle and SQL Server 2005 and utilized Agile/ SCRUM and PMI methodologies to monitor, steer and develop project objectives.
  • Responsible for Traceability Matrix that was executed in TEST-NR environment, and the results were again tested in higher environments.
  • UAT was done on the release date, and any remaining issues were either solved or deferred to next build in PROD. This was noted in the Deferred Log document.
  • Responsible for document update and also, helped the testers with automated testing in higher environments, QA-NR, TEST and QA.
  • Met with stakeholders and users to review / manage expectations and identify opportunities to improve ROI and overlapping waterfall model was used for requirements gathering.
  • Used Agile Software Development process viz. Scrum, as this was a time bound project and facilitated JAD sessions with end users, development and QA teams.

Confidential -Katy, TX

Business Analyst


  • Prepared Business Object/Business Process Models that included modelling of all the activities of business from conceptual to procedural level.
  • Responsible for performing back-end analysis and testing using ETL tool and Quest Toad
  • Extracted the business requirements from the stakeholders keeping in mind their need for the application and documenting them using Rational ReqPro.
  • Involved in mentoring specific projects in application of the new SDLC based on the Agile Unified Process, especially from the project management, requirements and architecture perspectives.
  • Worked on billing system a cash management module and enhanced the encrypting standards that are required for the application.
  • The platform enabled institutions to estimate and stress credit risk measures and rating estimates by using scorecards/models.
  • Implemented the entire Rational Unified Process (RUP) methodology of application development with its various workflows, artifacts and activities.
  • Created customized reports in Charles River such as commission analysis report, boxed position report, take-over report, and compliance report etc. using Crystal Reports, Excel VBA and SQL.
  • Review and monitoring of account activity as well as compliance approved AML Programs for high risk business such as ATM businesses, convenient stores, precious metal dealers, MSBs, etc.
  • Analyzed Business Requirements performed gap analysis and segregated them into high level and low level Use Cases, Activity Diagrams / State Chart Diagrams using Rational Rose according to UML methodology thus defining the Data Process Models.
  • Extensively worked on the ETL mappings, analysis and documentation of OLAP reports requirements and thorough review of prior AML investigations including SARs.

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