SUMMARY

• Have 7+ years of experience as ServiceNow Principal Sr. Business Analyst in all aspects of client engagement lifecycles including Pre - sales, Requirement gathering & effort scoping, product implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Extensive experience in all aspects of client engagement lifecycles including Pre-sales, Requirement gathering & effort scoping, product implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Managed Services/CPE, Security, Cloud/Data Center, and Professional Services product integration into the new Quoting, Ordering and Order Orchestration applications.
• Understanding the Business, Functional requirements and agile technologies. Solutions-oriented consultant specialized in the ITSM tools and monitoring.
• Handled multiple projects for IT Service Management (ITSM) tools implementation and customization based on ITIL best practices and project management based on PMI best practices.
• Daily execute and design automated regression test cases to analyze the testing results to maintain the overall quality of the web based(API) banking applications
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Extensively used javascript in Servicenow scripts including client scripts and mail scripts.
• Hands on Service Orchestration and Workflow modeling and simulation. Orchestration of services using Oracle service bus (OSB).
• Successful in translating business requirements and user expectations into detailed specifications employing Unified Modeling Language (UML), drawing UML diagrams, Activity Diagrams, and State Diagrams using Enterprise Architect & MS Visio.
• Experience in custom application development & integration with other tools.
• Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc).
• Ability to create and modify ServiceNow workflows. Extensive ITSM process consulting (ITIL v2 and ITIL v3) experience.
• Having good experience in Pre-sales activities, proposals, Tools comparison (HP, BMC, CA, Service-Now, PPM), Tools functional evaluation & market analysis on tools, Conducting deep drive assessment workshops and Project status reporting.
• Good understanding on Software Development Lifecycle (SDLC) and other methodologies such as Agile, Waterfall and Rational Unified Process (RUP).
• Conducted JAD sessions, Focus groups and individual interviews to facilitate elicitation.
• Gathered Business Requirements, interacted with the users, Designers and Developers, Project Manager and QA team to get a better understanding of the Business Processes.
• Experience in designing Test Cases and Test Scripts and conducting User Acceptance Testing (UAT) and experience using Service Oriented Architecture (SOA) and reusable components.Experienced in software testing which involved development of test cases and test scripts, and User Acceptance Testing (UAT).

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Sr. Servicenow Business Analyst

Responsibilities:

• Supported the team responsible for the implementation and administration of the ServiceNow.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self enablement portal using CMS.
• Driving all project phases including requirement gathering estimation, gap analysis and designing and implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked with two key process applications: Knowledge Base and ServiceNow Service Catalog.
• Document and track to resolution all customer support request/issues within ServiceNow ticketing system.
• Worked as a Consultant to in corporate the requirements in the ServiceNow tool in an optimal way.
• Worked on various modules of Service Now Tool like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Primary API support person. Responsible for documentation, case resolution, workarounds, bug filing, resolution, coding samples, and custom solutions for customers.
• Designed and created complete BPEL and OSB Processes for orchestration using different process.
• Worked on Web service Orchestration with Websphere Process server (PBEL) and Ilog rule engine.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Performed manual and automated test procedures for functional testing of Web services using SoapUI 2.5.
• Developing the various Functional, non-functional, regression test cases
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Worked on ServiceNow scripts by using Javascript including client scripts and mail scripts.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Created client script, business rules script includes UI policies using Java script.
• Customized and created workflows for change management, knowledge management and for service catalog items.
• Monitored and performed ServiceNow admin activities which involves group, user administration.
• Coordinated with various stake holders and offshore team on day to day issues.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in various automation initiatives, development & implementation.
• Monitored the work items that have been given by client and evenly distributed among the team to make sure ETA is met appropriately.
• Involved in daily, weekly and monthly meetings with stake holders on the work progress and discussions on the upcoming work.

Environment: SoapUI 2.5,PBEL,ETA,OSB,Orchestration

Confidential, Riverside, CA

Servicenow Business Analyst

Responsibilities:

• Worked with clients to assess current state processes and tools, defined ServiceNow requirements, developed and configured the ServiceNow platform.
• Experience in Installation and Configuration of different modules of Service-Now.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Establishes and oversees the customer's experience after go-live, focusing on the bridge between implementation and ongoing support of best practices that continually drive incremental value and return on the customer's investment.
• Created more-accurate API documentation, API examples and custom tools (e.g. JSON-to-XML Python converter).
• Demonstrated architectural implementation through code and design and also designed complex orchestrations for error handling
• Architect several mission critical services (e.g. Name and Address Service, VIN service, Dealer Service) that are integrated with Service Orchestration Engine via Enterprise Message Bus using SSL transport. Workflow Automation & Orchestration using VMware vCloud Automation Center 6.0.
• Serves as a customer advocate in driving industry best practices with the SeriveNow product and platform functionality integral to the customer's success.
• Used Correlation Sets to asynchronously call another orchestration which receives the Message from MQ.
• Monitor the overall functional areas and identify improvement areas to deliver quality to the end users.
• Facilitates the development various vertical industry's community and communities of ServiceNow customers, routinely sharing best practices and leveraging lessons learned.
• Ensures that all customers derive maximum value from their investment in the SerivceNow platform.
• Identifies and grows opportunities within territory and collaborate with sales teams to ensure growth attainment.
• Developed test scripts for ServiceNow regression test bed.
• Understands customer requirements, level of adoption of the ServiceNow platform and assesses the risk in renewing the current contract.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Demonstrates software integration capabilities between the ServiceNow platform and third party applications such as Sharepoint, Blackbuad, or Cherwell that a prospect maybe currently using within their existing environment.
• Uses Scrum methodology within the ServiceNow platform to demonstrate unique workflows prospects maybe using within their own development environment to demonstrate ease of use and the ability to streamline current processes within ServiceNow's SaaS based, agile platform.

Environment: ITIL,Automation Center 6.0.,Orchestration,API

Confidential, Lake Mary, FL

ServiceNow Business Analyst

Responsibilities:

• Conducting workshops and demonstrating the ServiceNow (ITSM) modules for business stake holders.
• Heavily conducted GAP analysis between legacy ITSM (BMC Remedy) systems to ServiceNow.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting. Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created test data using Client Server application, API simulator, Web Application, web services utilizing SOAP UI/ XML, Kofax, SQL, Data entry tool and by manual methods.
• Worked with transactional and non-transactional orchestrations and Created Exception Handler Orchestrations to catch any errors.
• Most commonly dealt with APIs and configuration of Exchange Server and Outlook/WebDAV.
• ActiveDirectory/LDAP, SQL Server/SQL, Coordinate RFC implementation and review post implementation.
• Create new workflow and process for new Service Catalog Item in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Creation of C level dashboard and reporting.3rd Party application integration with ServiceNow (Sailpoint, McAfee SIEM etc)
• Engage multiple departments from Business unit and HR to all IS staff to keep CMDB data integrity and quality.
• Provide Training to all IS Staff on ServiceNow and ITIL process best practice.
• ServiceNow principal Internal System administrator and communicator with 3rd party consultant.
• CSI: Improves the effectiveness and efficiency of services and process.

Environment: ITIL, SQL Server,SQL,SOAP

Confidential, San Francisco, CA

ServiceNow Business Analyst

Responsibilities:

• Driving all project phases including requirement gathering estimation, gap analysis and designing and implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Understanding Technical and functional design requirements for ServiceNow. Create schedules, reports and monitor performance of Service-Now.
• Creation of workflows and web prototypes for client engagements Designs, codes, and tests technical solutions for ServiceNow implementations.
• Implemented several batch IMS BMP modules to interface with APIs and IO modules to support batch updates to the benefits system table, interfacing with MQ.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Uses mid server, web services, email and other relevant technology to integrate tools with ServiceNow.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Conducted Asset inventory identification through CMDB formation, clean up, classification and configuration management using discovery tool as well as through conventional methods.
• Identifies system deficiencies and recommends solutions Maintaining and administering the implemented instance of ServiceNow and perform tasks such as: Configure Users, company, site, location and other existing fields.
• Configure Support Groups, assignment rules, categorizations, CI data, SLA etc Create and Track support cases with ServiceNow Template creation, change order/task/activity.
• Integration of SNOW and Solution manager (SAP). All SAP related incident and Problems tickets in SNOW are moved to Solman and once they resolved related incidents are updated in SNOW with resolution details.
• Interfaced between Users and the different teams involved in the application development in ServiceNow for better understanding of the business and IT processes.
• Integration of SNOW with HPQC. Problems tickets categorized as defects are moved to QC so that all defects can be easily tracked/Tested in QC.
• Bi-directional Integration of HPSM with ServiceNow so that tickets can be exchanged between these tools.
• Responsible for monitoring our ServiceNow Community to assist members, troubleshoot access and respond to blogpost and discussions.
• Designing Workflow for simple and complex remote server activities through Run Book automation with mid server.
• Creation of Probes, sensors to execute these activities to communicate through ECC queue.
• Creation of UI policies, UI action, Business rules, Script includes, AJAX, Jelly scripts.
• Responsible for the development test and integration of an Event Monitoring Application for ServiceNow.
• Led efforts to design the ServiceNow share portal in order for users to share artifacts and upload data.

Environment: UI,AJAX,SAP,API and IO