Business Analyst

Rajeev Shukla

San Diego, CA • 516-***-**** • ***************@*****.***

PROFESSIONAL SUMMARY

Knowledge of ITSM discipline and hands on experience on development of ITSM tool ServiceNow

Excellent communication and interpersonal skills, ability to work independently as well as part of an integrated team

Basic Knowledge of Java, Python and Perl Scripting

Good Knowledge in Healthcare Administration

TECHNICAL SKILLS

Programming Languages: Perl, Python, and JavaScript

Technologies: HTML, XML, ITIL, ITSM, Agile, and SDLC

Databases: MySQL, and SQL

Applications/Tools: ServiceNow, Assure Now, Wireshark labs, Eclipse, BlueJ, MS Office, Visio, Microsoft Project, Crystal Report, EHR, EMR, DBMS, RDBMS, and SharePoint

WORK EXPERIENCE

H & R Block: San Diego, CA November 2017 – Present Technical Support Rep

Understanding office/franchise needs and utilize software solutions/personal knowledge to identify possible resolutions

Provide technical support by communicating via phone, email, and chat with internal and external customers

Follow established procedures to handle inquiries and resolve concerns to ensure customer satisfaction

Handle user communications using incident handling, escalation, dispatch, quality measurement procedures, and work instructions

Ericsson: Plano, TX March 2017 – September 2017

Integration Engineer

Provided ServiceNow Administration, configuration/customization assistance including workflow administration, report setup, data imports and provided day-to-day administration of the ServiceNow instance

Designed and developed client scripts, business rules and Java scripting

Worked to create landing pages and theme pages in SERVICE PORTAL using Angular JS, HTML, and CSS

Experience with using statistical analysis software, including Python, Simi, R, SAS, Minitab, MATLAB, Stata, or SPSS

Developed different functions that uses CSV library to manipulate and extract data from Netcool CSV files and import into database

Created a Script to call API to discover devices, devices health metric, interface metric, and connection status check

Kinectra LLC, TX August 2016 – March 2017 ServiceNow Business Analyst

Worked on various modules of ServiceNow like incident management, change management, and problem management, asset management, service catalog, user administration, and reporting

Created Service Catalogs that includes different Variables, UI Policies, UI actions and Workflow Activities

Participated in process designing sessions and documented process flows

Evaluated and documented business processes and functional requirements

Implemented information flow analysis for various business streams

Designed and formulated application requirements and test conditions

Executed sprint planning and business estimation services with developers

Assessed individual asset’s returns and compared them with the market return/ performance

Moved data in and out of an instance using update sets, import sets and transform maps

Experience with Application/Infrastructure capacity and performance management

Rajshree Hospital: Indore, India January 2014 – June 2015

Business Analyst

Worked closely with IT personnel and business partners to identify and maximize opportunities to improve products services and program business processes

Reviewed, analyzed and created detailed documentation of business systems and user needs, including workflow, program functions and steps required to develop or modify application programs

Assisted in developing and maintaining business & financial reports and IT work/databases which was required to support the various lines of business and specific projects

Consulted with IT Personnel to determine business, functional and technical requirements for specified

CHL Hospital: Indore, India October 2012 – June 2013

Hospital Administration

Performed duties of Hospital Administration including department oversight and functioning as the hospital administrator-on-call

Created and delivered staff trainings on topics such as customer service and client education around Wellness Plans, preventive care, pet health needs

Managed hospital marketing campaigns and seasonal promotions

Responsible for clinic financials; processed A/R and A/P

EDUCATION

Southern New Hampshire University: Manchester, NH October 2016

Master’s Degree in Information: GPA 3.87/4.0

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