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Servicenow Business System Analyst Resume

CA

SUMMARY

  • Over 9+ years of Business Analyst experience executing all phases of the Software Development Life Cycle (SDLC) including requirements gathering, analysis, design, implementation, testing and deployment as well as software engineering methods like Agile/ Scrum and Waterfall Method.
  • Lead a team of 3 - 6 BA’s. Handled team’s project assignment and scheduling. Created Task list and Task estimates used to set goals and milestones to help project planning.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks. Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, ITBM, ITAM organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
  • Worked on a project CJAMS with the Confidential, involves the business process pf eligibility, Conducting analysis and discussion between Business SMEs between Underwriters, Unemployment Specialist, Product teams, Claims, Finance and Policy Holders.
  • Good experience in interviewing Business users & subject matter expert providing recommendations to resolve issues various business/technical groups & defining strategic solutions to business problems in a multiple project environment.
  • Expert in facilitating all levels of management, developers, QAs, stakeholders, business users and off-site teams in JADs, Brainstorm sessions, White Boarding by conferences and WebEx and having strong project and time management skills. Scrum Master to direct and lead development team from project initiation through delivery of final product, Facilitating Sprint Planning, Backlog Grooming, Sprint Retrospective, and Daily Stand-up meetings.
  • Expertise in analysis techniques such as ‘AS-IS’ and ‘TO-BE’ System Analysis, Business Process Analysis, Gap Analysis (while successfully reengineering key business processes to increase operational efficiency and alignment of business unit objectives), impact analysis, Feasibility Analysis and Risk Management Plan, Cost Benefit Analysis and ROI Analysis.
  • User training on the changes being released and conducting postproduction activities like getting feedback from users. In case of any issues - doing root cause analysis, prioritizing tasks with business users.
  • Extensive experience on different phases of the Software Development Life Cycle (SDLC) such as Planning, Analysis/Design, Development, Testing and Implementation. Proficient in Risk Management & Mapping.
  • Experienced Scrum Master and hence a great understanding of backlog tracking, burn-down metrics, velocity, and task definitions, Agile practices, service-oriented environments.
  • Proficient in identifying, analyzing and documenting Functional Requirement Specification (FRS), Business Requirements Document (BRD), Business process flow, System flow, Project documentation, Wireframes and Use Case Diagrams.
  • Experienced in Production Support as first line support & second line support in resolving ticket defects and change requests raised on various applications.

CORE COMPETENCIES

  • Business Analysis
  • Full Project Life Cycle
  • Agile Framework
  • Requirements Gathering
  • Application Development
  • Business Modeling
  • Data Mapping
  • ServiceNow
  • QA Testing

PROFESSIONAL EXPERIENCE

Confidential, CA

ServiceNow Business system Analyst

Responsibilities:

  • Understand, analyze and document user requirements & specifications for business, systems and processes including integration with IT.
  • Aligning the TLM program with FFIEC guidelines and manage EOL for CNB IT assets
  • Analysing and protecting the data technology risks that could result in negative security and business impacts
  • Identify and maintaining inventories of all technology assets and applications approaching or nearing their obsolescence date.
  • Establishing late lifecycle processes for continuous improvement by evaluating and maturing operating effectiveness.
  • Conducting the risk assessments on assets and applications for early identification of EOL risk level, including interdependencies across assets, to plan for remediation.
  • Regular oversight reporting to executive management and risk committees.
  • Strong knowledge of Extraction Transformation and Loading (ETL) processes using UNIX shell scripting, SQL, PL/SQL Query.
  • Working on functional and non- functional Requirements to write the user stories and use cases.
  • Create and use update sets to move customizations between ServiceNow instances
  • Acting as liaison for application groups and external agencies.

Confidential, MD

Business Analyst

Responsibilities:

  • Understand, analyze and document user requirements & specifications for business, systems and processes including integration with IT.
  • Working on functional and non- functional Requirements to write the user stories and use cases.
  • Experience using Version one.
  • Organize and facilitate discussions and backlog grooming sessions. Identify and write clear and concise user stories for implementation by development teams.
  • Develop and document business use cases, testing plans and procedures in an agile environment.
  • Analyze, review test results and evaluate for conformance to design.
  • Communicate requirements, test results and feedback with development and business teams.
  • Supporting requirement analysis, application test script development and execution.
  • Experience in mapping the business and technical requirements into test cases and
  • Generate test scripts, writing the test cases and use cases. Working on relational database and generating SQL scripts
  • Working on MS Office (Word, Excel, PowerPoint, and Visio).
  • Strong ability to communicate effectively with technical and non-technical team and users.
  • Experience in UAT testing web and mobile applications in a cross platform and browser environment.
  • Experience in triaging change requests, incidents during all phases of design, development, testing and training
  • Functional experience with local or government Child Support, Integrated Eligibility, Child Welfare, Adult Protective Services, Juvenile Justice or Health and Human Services projects.

Confidential, Norcross, GA

ServiceNow Business Analyst/Scrum Master

Responsibilities:

  • Added Users, Groups and created roles that provide selective access to Service Now and then assigning these roles when the user needs to access functionality.
  • Developed Incident Management, Problem Management and Change management to support customer service operation documentation of the client.
  • Implementation of Service Onboarding through Service Catalog.
  • As a Scrum Master Lead sprint planning session to maintain and build a prioritizing product backlog.
  • Created/Update Sets to migrate customizations from Development instance to Test, UATand Production Instances.
  • Experience on Network and IP properties along with the other properties on Discovery ServiceNow.
  • Worked on Cloud Management to activate a plugin to provide the functionality for AWS Discovery.
  • Experienced in working on various modules of Project Portfolio Management which include but are not limited to Demand management, Resource management, Risk Management, Enhancement and Ideation.
  • Deliver consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Project Portfolio Management, Release Management, Demand Management, Financial Management, Resource Management, Agile Development, Test Management, and Software Asset Management)
  • Develop custom software solutions as required through scripting and software development
  • Integration - multiple provider single sign-on enhanced user interface.
  • Created the Test Suites and scheduled the automated test suite to execute at a specified time and date.
  • Created profiles to stipulate basic authentication credentials for Send Request - Inbound test steps.
  • Created workflow activities and approvals for change management and Incident Management.
  • Worked on developing custom scoped applications to manage HR Operations of an enterprise.
  • Analyzed Web Intelligence Reports and Desktop Intelligence Reports using Business Objects.
  • Conducted QA team meetings to cross check traceability matrix to functional requirements Resolving incidents with proper root cause investigation as a part of support activity.

Confidential, Atlanta, GA

Business Analyst

Responsibilities:

  • Consulted with Enterprise Application colleagues, Business users and end users to provide effective solutions to increase productivity by implementing automation among the manual services provided in the University.
  • Integrated ServiceNow SDLC with Trello as a bi-directional solution using Orchestration, so that SCRUM stories can be created in ServiceNow and synchronized with Trello or vice versa.
  • Experience writing Business Requirements and business processes.
  • Developed complex workflows and Service Level Agreements to automate the manual processes in the organization and meet the customer standards.
  • Worked on a project for HR Team to automate the onboarding of New hires/Rehires
  • Experience in implementing, configuring, onboarding, and administrating GRC plugins.
  • Worked on several Packages, Nested Tables, Procedures, Functions and Triggers to use in multiple series of other backend programs using PL/SQL Query.
  • Performed system administrator activities for ServiceNow ITIL,CMDB, ITBM PPM, and other project related systems to include managing system updates, user access and other requests regarding the system, coordinating issue resolution and other related administrator activities.
  • Imported Active Directory to Service now using data sources.
  • Responsible for documenting and maintaining all requirements, implementations and approved ServiceNow processes.
  • Implemented Workflows, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.

Confidential, Hartford, CT

Business Analyst/Scrum Master

Responsibilities:

  • Worked with program leaders to drive definition and refinement of the program backlog
  • Established program level cadence and drove program level ceremonies (e.g. PI Planning, Scrum of Scrums, & release train retrospectives)
  • Worked on gathering the requirements and creating the BRD and FRD
  • Continuously monitoring project health and status of activities on the critical path and other dependencies for project deliverables ensuring timely identification and mitigation of potential risks related to scope, budget, schedule, and performance/efficiency.
  • Proven expertise indata mappingidentifying data source and target tables / columns along with business rules, validation rules, null rules, and transformation rules to construct theETLprocess
  • As a BA I am responsible, that are informed early can prepare for the anticipated delay and are appreciative of the notice.
  • Coordinate and conduct test plans, test cases, and scripts for business intelligence products
  • Coordinate and conduct test plans, test cases, and scripts for business intelligence products
  • Trained teams on Agile best practices. Some including: time-boxing, code/design reviews, architectural spiking, technical debt reduction and Agile metrics
  • Provided hands-on coaching for teams in aspects of scrum (e.g. facilitating daily stand-up sessions, sprint planning, sprint demos, retrospective meetings, backlog refinement, iterative development, managing flow, calculating velocity, & limiting work in progress)
  • Lead teams in use of JIRA and how to maximize use of the tool along with being a JIRA Administrator
  • Delivered Agile training classes in areas such as: Agile 101, ScrumMaster Training; Product Owner Training; JIRA Training; Confluence Training; Agile Test Management Training; and User Story Workshops Serve as Scrum Master for the Development team, leading Sprint Planning meetings, Sprint Retrospectives, Sprint Reviews and Daily Scrum Calls. Worked closely with Engineers, Product Manager, QA, Release team.
  • Performed Gap Analysis by doing an in-depth study of the current process, planned implementation actions and change control process and also interacting with business heads to finalize the BRD document for the application by doing the requirement analysis.
  • Used detailed knowledge of application features and functions assess scope and impact of business needs throughout analysis and completion of all enhancement specifications.

Confidential

Business Analyst

Responsibilities:

  • Reviewed and analyzed data from various sources. Reviewed test results and coordinated with testing and development team to correct the issues.
  • Provided support to senior business analysts in planning, designing, programming, testing, and executing client's projects.
  • Involved in Logical and Physical Database design and Star Schema design.
  • Responsible for writing functional Requirements and Use cases. Developed use case diagrams using Microsoft Visio, Rational Rose.
  • Demonstrated working knowledge in IBM DataPower Service Gateway and/or IBM API Connect
  • Interacted thoroughly with a set of Stakeholders and Subject Matter Experts (SMEs) to document Business, Functional and Non-Functional Requirements.
  • Used ServiceNow for raising the tickets and worked on creating knowledge articles.
  • Conducted GAP Analysis in order to check the current applications of an existing system with the purpose of exposing the benefits of applying the proposed business requirements to the new system.
  • Designed and developed Use Cases, Activity Diagrams and Sequence Diagrams using UML modelling tool like MS Visio.
  • Used ITIL ServiceNow for creating the incidents.
  • Created Work Breakdown Structures (WBS), Project Schedule and Project Timelines using MS Project.
  • Worked with QA team for designing Test Plan and Test Cases for Integration, Smoke, Regression and User Acceptance Testing to improve the overall quality of the application.
  • Involved with teams for Root Cause Analysis activities and data collection plans.
  • Functioned as a primary liaison between the business line, operations, and the technical areas throughout the project cycle.
  • Participated in production support and handled issues appropriately.

Confidential

GIS System Analyst

Responsibilities:

  • Gathered high-level requirements and responsible for the creation of test cases and test scripts under the test plans and lab module.
  • Conducted data analysis, acted as a liaison between project manager, business users and development team.
  • Measured and analyzed performance management GIS metrics and utilization metrics of Confidential Maps data.
  • Created UML diagrams (use case, activity, sequence, and component diagrams) and Flowcharts using MS Visio.
  • Gathered the requirements as per the waterfall methodology and documented high level requirements from the stakeholders.
  • Developed test cases for multiple scenarios targeting responsive design, and usability for mobile applications.
  • Identified, logged and tracked defects with the help of bug tracking tool.
  • Provided feedback to the data modeling team and ensuring the work flow according to project requirements.
  • Used SQL queries to fetch the performance data from internal tools, tested the backend database and validated the data.
  • Performed the GIS navigational testing of the hyperlinks provided in the test scripts as a part of cross browser testing.
  • Tracked the issues directed form the Confidential maps mobile App and prioritized according to the severity.
  • Prepared daily performance documents and tracked the status of the project.
  • Worked closely with the development team for prioritizing the bug fixes during enhancements.
  • Effectively worked on all the phases of the software development life cycle

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