Service Project

Manoj Bukka

Email: ***********@*****.***

Mobile 954-***-****

Summary

Business analyst with 2+ of experience in Information Technology (IT) industry as a Business Process and Business Analyst. Actively participated in ServiceNow upgrade project.

Business Analysis, Business Process Modeling, Data Modeling, Process Analysis, GAP Analysis, System Analysis, SRS (System Requirement Specifications), Uses Cases, Data Mapping, User Interface Specifications, Change Management, Testing (Test Cases/ Test Scripts/Test Plans), Documenting Process Flow.

Great IT Service Management (ITSM) experience in Change Management, Incident Management, Problem Management, Service Catalog, Self Service Portal in ServiceNow.

Remarkable experience gathering different requirements and validating same with Process owners.

Successfully used Agile/Scrum Method for gathering requirements and facilitated user stories workshop. Documented User Stories and facilitated Story Point discussions to analyze the level of effort on project specifications

Have knowledge on Scrum methodology for Software Development Life Circle (SDLC).

Experience defining and refining different processes using Visio to prepare process flowcharts to explain said processes to clients.

Experienced working on a very small, larger and complex project using agile project management methodology.

Experience running, creating and preparing scheduled reports in ServiceNow with defined KPIs.

Prepare use cases, test cases, test scripts and mock ups.

Have User Acceptance Testing (UAT) experience

Technical Skills

Languages: C, C++, SQL, Oracle 11, Java, JavaScript.

Applications and Utilities: Email Interface, Visio, Web Logic Server,

Data Base: […] Oracle […] Best Practices: It Infrastructure Library (ITIL)

Reporting Tools: Seagate Crystal Reports / Business Objects Testing Tools: Win Runner, Load Runner

Office Tools: Ms-Office (Ms-Word, Ms-Excel)

Powerpoint Presentation, Ms-Project

Education

Master’s in Computer Engineering from California State University, Fullerton, California. 2015 to 2018

Bachelor’s in Electrical and Electronics Engineering from Jyothishmathi Institute of Technology & Science, India

2010 to 2014

Professional Experience

Client: Centene Corporation, Missouri

Role: Senior Business Analyst

Duration: Aug 18 to Present

Centene Corporation is a large publicly-traded company and a multi-line managed care enterprise that serves as a major intermediary for both government-sponsored and privately insured health care programs. The main lines of Centene include Medicare, Medicaid, The Health Insurance Marketplace System, Tricare, as well as traditional commercial insurance

Responsibilities

Conducted daily meetings, Scrum meetings and team meetings.

Worked closely with stakeholders to understand their Business Processes, including current state and the desired "to-be" state and documentation of requirements and conceptual design from which application and solutions are developed.

Communicated with client's business requirements by constructing easy-to-understand data and process models.

Provided input into developing and modifying systems to meet client needs and develop business Analyze client's business requirements and processes through document analysis, interviews, workshops, and workflow analysis.

Manage the user story backlog by ensuring that the backlog items are appropriately groomed, prioritized and estimated and that the team fully understand what needs to be delivered.

ServiceNow administration of the Service Catalog & Service Level Management applications (UI policies, data policies, UI actions, business rules and client scripts).

Conducted different levels of testing including functional, user acceptance, integration and performance to verify the client's needs are met.

Built ServiceNow forms/catalog items from scratch in Item designers, Maintain items and Record producers, along with the advance customizations at the level of UI pages as per the requirements.

Created Catalog items by using UI policies, UI actions, Business rules and work flows.

Used Form design in modifying the design of backend.

Responsible for creating various workflows for Incident management, Change management, service requests and SLA’s.

Worked on creating Users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly on request basis.

Responsible for creating homepages, including basic reporting and dash board presentation.

Worked on creating survey questions in ServiceNow using Survey designer.

Provided training on service-now process, operations, answer questions, resolve issues and capability to all required teams.

Actively participated in activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.

Gave demo to users while deploying into production.

Involved in production support for all the service now related issues.

Company: ITC Solutions, Hyderabad, India.

Role: Business Analyst

Duration: Feb 13 to Aug 14

The project was to enhance and redesign the company's website on web 2.0 technologies so that the users are not limited to view and buy the products but also interact and share their product experience with others.

Worked with users and stakeholders to analyze and validate requirements.

Manage project through status meetings, weekly reports, identifying risks, and tracking issues.

Served customers and businesses by running and viewing reports.

Prepared business models, flowcharts, and diagrams.

Analyzed the system for the effectiveness of the E- commerce operations.

Analyzed data and created class diagrams for designing databases.

Determined project scope and estimated schedules, tracked item completion, certified milestones and maintained project documentation and corporate e-commerce web site Testing.

Worked with testers and Other stockholders and Business Analysts on providing clarifications on any issues or blockers coming up on stories for existing and ongoing iterations.

Using SCRUM/AGILE, I worked with Scrum Masters (Agile), Product Owners, and Scrum team members to ensure success of Programs, Releases and Sprints.

Worked with downstream systems to ensure End-to-End testing passed before releases.

Migrated Data from MS Excel to SQL Server Reporting Service Using DTS and SQL loader utilities.

Participated in giving demos before deploying and during Production releases.

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