SUMMARY

• A certified ITIL analyst with Strong Knowledge of SDLC & Agile Software development methodologies in managing releases, sprint, stories enhancement & defects
• Performed all phases of Requirement Management, including elicitation, gathering, analyzing, detailing and tracking requirements.
• Maintenance of Service Catalog and experience in building Record Producer with associated variables & variable sets
• Requirement documentation - Business Requirement Document (BRDs), Functional Requirement Document (FRDs), Use Case, Process flow and Activity Diagrams
• Experience defining requirement activities including developing working relationships with business users, top management, and technical team and other stakeholders.
• Conducting gap analysis between “As Is” and “To Be” systems.
• Excellent communication skills and proficient in providing user training sessions.
• Proficient in creating UML diagrams including Use Cases Diagrams, Activity Diagrams, Sequence Diagrams, Data Flow Diagrams (DFDs) and Mock-ups & Wireframes.
• Experience with ITIL process framework and ITIL implementation to manage IT services
• Excellent use of mock-ups, use cases, process scenarios, user stories and workflow analysis
• Integration of JIRA platform with ServiceNow platform
• Upgrade from ServiceNow Fuji to Geneva
• Integration of Airwatch with ServiceNow
• Ensure Out of the Box functionality adoption of Service Catalog Management by structuring over 200 catalog items into the appropriate categories with the right workflow and approvals
• Participated in Detailed Platform Assessment with ServiceNow Engagement Team
• Engaged in the end to end ServiceNow Implementation planning, issue tracking, communication and deployment management for various ITIL process in Change, Incident and Problem Management.
• Restructure of service catalog, utilizing record producers, two step checkout model and implementing clearly defined variable sets that are used more consistently across catalog items

TECHNICAL SKILLS

Operating Systems: Windows, Sun Systems, Opera Systems

Software Tools: ServiceNow, MS - Word, PowerPoint, Excel, Outlook, Visio, V-look ups, Pivot Table

Database: Relational Databases: MS Access, SQL, Data Modeling Techniques

Others: Oracle 10g, 11, C#, OM Tools, SAP

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Business Solutions Analyst

Responsibilities:

• Facilitate elicitation and requirement gathering sessions from the business units and other stakeholders and translating business requirements into functional requirements
• Supported the implementation of Service Catalog for the entire organization within a strong Agile environment
• Managed SDLC projects using Agile methodology to plan Sprints, create user stories, groom Backlogs, conduct Daily Stand-ups, and schedule releases using ServiceNow
• Supported the Integration of Microsoft SCCM and SolarWinds into ServiceNow CMDB
• Assist the Development and QA team to write and execute test cases, identify gaps in requirement, carryout defect analysis and also support UAT
• Responsible for managing projects and enhancement for different applications within the ServiceNow platform such as Incident, Problem, Change, Request Fulfillment and Service Catalog
• Played a major role in Post implementation analysis to review and evaluate if requirements were fulfilled
• Manage work plan to ensure the timely completion of technical specifications for either new systems or major enhancements
• Wrote Business Requirement Documentation (BRD) and also translated same into a Functional Requirement Document (FRD) for the developers
• Develop, implement and manage Service Catalog and Request Management workflows and policies
• Restructuring and continuous improvement of Service Catalog taxonomy to improve user experience and align with CMDB and business services for one stop data maintainability and automation.
• Liaised with Product and Process Owners, Project Managers as well as Service Managers in Managing and ultimately delivering on client expectations within the specified time
• Consult with Business Owners to identify specific business problems and gaps in processes and subsequently proffer solutions to same.

Confidential, Katy, TX

Business Analyst

Responsibilities:

• Participated in the Bi-directional Integration of the JIRA with ServiceNow Incident using REST API.
• Facilitated requirements gathering workshop for Service Catalog revamp project to define a distinct high-level split of catalogs into multiple catalogs such as Service Portfolio Catalog; Service Catalog and Technical Catalog and ensure hardware items are published through product catalog to hardware catalog.
• Supported end to end Agile methodology from requirement gathering to product delivery
• Reviewed Change Requests & approved changes to ensure all changes conform to Change Management standard as summarized in Change Management grid along with SOX documentation review and scheduling of the change.
• Participated in product workshops, performed gap analysis and requirement gathering for incident, change and problem management processes
• Assisted the asset management team to identify and catalog assets as well as identify asset owners.
• Wrote Business Requirement Documentation (BRD) and also translated same into a Functional Requirement Document (FRD) for the developers
• Facilitated Request Management meetings and also help in automating repeated steps and unify workflow and approvals for request fulfillment
• Deployment of business requirements to information systems and applications and also participate in Post-Implementation review to document and correct defects if necessary
• Coordinate relationships between business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans
• Assist and guide technical teams to follow ITSM processes in general and collaborate on continuous improvement and quality of service
• Prepare end user documentation and participated in conducting training and knowledge transfer.
• Established & managed procedures for the submission, review & authorization of Change Requests.

Confidential, Minnetonka, MN

Business Analyst

Responsibilities:

• Involved with elicitation and gathering requirements from the business units and other stakeholders
• Interfaced with process owners and development team and supported testing in QA and production environment
• Involved with creating the test cases for testing the functionality of the custom forms and reports.
• Managed email notifications for Problem, Incident, Request Fulfilment, User Story tasks and deployment activities for IT services
• Worked in tandem with the Scrum Master to execute Agile Methodology Best Practices within the environment.
• Interviewed stakeholders and wrote business requirements for the development of future functional requirement.
• Participated in the UAT of ServiceNow applications- ESS, Incident, Service Catalog & Change Management during Geneva Upgrade
• Facilitated Continuous Service Improvement project to ensure consistency of variables across multiple processes and variable sets across several catalog items
• Support L2 and L3 support to manage incident process flow.
• Developed and maintain request fulfillment process and related tasks
• Supported the implementation of CMDB process and ensuring it’s consistency with ITIL best practices.

Confidential, Arden Hills, MN

Project Management Associate

Responsibilities:

• Tracked project deliverables & milestones, developed & delivered timely reports on project’s progress to key stakeholder
• Supported PM with analyzing project requirements and determining the effects in the work environment
• Implemented Five Whys and Kaizen to reduce production lead time by redesigning work cell
• Reduced changeover time by 7% by implementing changes in process flow
• Improved space utilization at work cell by identifying waste space pockets and removed excess inventory cutting wastage down by 40%
• Communicate overall initiative test schedule to all appropriate parties and track status and completion of test deliverables across teams for the initiative.
• Facilitate the defect triage meetings. Monitor defect updates to ensure defects are being fixed and retested timely. Provide defect status/reporting to the team.
• Responsible for creating the Test Results report, Go No-Go Metrics report at end of the project.
• Managed customer interface to resolve issues in order to meet SLAs within business units
• Within PMO, assisted team in project scoreboard & report project status

Confidential, Bloomington, MN

Business Process Analyst

Responsibilities:

• Supported the requirement gatheringprocessby meeting with project stakeholders to definebusiness and functional requirements, prototypes etc.
• Developedbusinessprocessmodels (e.g. current state vs. future state) and performedbusiness processanalysis in conjunction with project team
• Supported in defining operationalprocessesto increase adoption of newly created Data Warehouse
• Participated in user acceptance testing (UAT) session with business users for testing and training before implementation went live
• Interfaced with other IT teams to ensure that IT systems and applications conform to IT Change Management standards
• Performed daily monitoring & maintenance of Change Management policies, processes & controls
• Daily change reconciliation process to detect & report unauthorized change

Confidential, MN

ITSM Analyst

Responsibilities:

• Implementation of Incident Deflection on ServiceNow to resolve issues without creating an incident and help Service Desk to resolve issues without the need to create or submit an incident ticket
• Developed, evaluated, standardized, and maintained new & existing ITIL/ITSM processes that support IT processes, and make enhancements based on findings from analysis
• Designed dashboard reporting and analyze statistical IT service performance metric reports and KPIs
• Participated in retrospective meetings and engaged with technical team to define root causes.
• Established and maintained high level of Incident Ownership
• Interfaced with other IT teams to ensure that IT systems and applications conform to IT Change Management standards
• Analyzed the nature of queries and customer problems and provide suitable solutions within satisfactory timescales based on SLA
• Conducted gap analysis to identify the ‘as is’ and ‘to be’ between two or more applications
• Responsible for acting as an escalation point to expedite problem resolution
• Assisted the ITIL Service Delivery Manager in driving Service management best-practice and ITIL process standardiation
• Conducted Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager