San Francisco CA

845-***-****

ad238d@r.postjobfree.com

Jalandhar K

Solutions-driven business analyst with experience leading cross-functional teams in the development, documentation and delivery of process innovations driving the attainment of business goals. Seek opportunities to transform company practices into fresh, cost-effective solutions leading to more efficient operations.

SKILLS

●ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asset Manager, JIRA

●Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL, PowerShell

●Databases: Oracle 10g, SQL Server 2005

●Application Servers: IIS 5.0, Apache, Tomcat, Web-logic

●Operating Systems: Windows 7, Windows 2008/XP, UNIX

●J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

EXPERIENCE

Bread financial holdings, Santa Clara CA — Business systems Analyst

APR 2023 – DEC 2023

●Determine and define business needs and global requirements to develop and continue the growth of a multi instance ServiceNow environment with primary focus on the Configuration Management process.

●Oversaw the implementation of multiple integrations like Jira, Teams, ServiceNow discovery and HRSD modules with Service catalog and Service desk.

●Work closely with ServiceNow functional team to lead and drive technical solution design sessions for assigned ServiceNow applications

●Owns the support and enhancement process (known as "business as usual") for ServiceNow in the Deere environment, working closely with supplier resources. Managed and communicates ServiceNow release schedule.

●Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow (Implementation Hub)

●Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL

●Built positive relationships with external clients by providing excellent service/support and consistent communication as appropriate

●Performed accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing.

Service Now, Santa Clara CA — Business systems Analyst

JAN 2022 – MAR 2023

●Documented status reports, created presentations, performed analysis, and organized content to share with other team members.

●Reviewed Change Requests & approve changes to ensure all changes conform to Change Management standards as summarized in the Change Management grid along with SOX documentation review and scheduling of the change.

●Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients.

●Developed business design specifications and documentation for reports, forms, interfaces, conversions, enhancements, and custom capabilities.

●Develop and manage requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.

●Managed 5 apps under my project and developed multiple tables for users.

●Running scrum and clearing conflicts working with multiple teams.

●Reviewed existing IT processes in ServiceNow to identify areas of improvement & enhancements.

●Created reports and configured tailored scripts to update application forms.

●Create and update training documentation and provide user training on 5 apps.

Herbalife Nutrition, Winston Salem NC — Business Analyst/ Admin

MAY 2021 – JAN 2022

●Worked as HRSD admin and managed all HR related activities.

●Perform periodic review of Email notifications & templates for Problem, Incident, and Service Catalog, etc.

●Reviewed existing IT processes in ServiceNow to identify areas of improvement & enhancements.

●Participate in testing, and issue resolution, support the implementation check-out process, and facilitate the development of all procedural documentation and manuals.

●Perform requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.

●Worked in deployment of multiple stories and took care of all scrum related activities.

●Meets with business stakeholders to identify, assess, document, and review business requirements.

●Create user stories and manage story backlog with requirements for sprints through enhancements intake process.

●Developed business design specifications and documentation for reports, forms, interfaces, conversions, enhancements, and custom capabilities.

●Develop and manage requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.

●Identify project interdependencies and communicate requirement

Savant Care Inc, San Jose CA — Business Analyst/ Consultant

JULY 2017 - MAY 2021

●Create key artifacts to accurately capture problem statements & support technical teams, including but not limited to use cases, user stories, user acceptance criteria, functional & configuration specifications & technical diagrams in ServiceNow.

●Perform periodic review of Email notifications & templates for Problem, Incident, and Service Catalog, etc.

●Reviewed existing IT processes in ServiceNow to identify areas of improvement & enhancements.

●Participate in testing, and issue resolution, support the implementation check-out process, and facilitate the development of all procedural documentation and manuals.

●Perform requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.

●Identify project interdependencies and communicate requirement/scope issues and participate in driving them to resolution for inclusion in system requirements.

●Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.

●Remediate issues on applications and make sure updates are done in ServiceNow. Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow.

●Create business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team.

●Monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.

●Manage configuration/customization of ServiceNow such as Single-Sign-On, Dashboard, workflow administration, SLA management, Report setup, data imports, Knowledge management tool training as per the need of the business.

●Manage the quarterly upgrades of ServiceNow tool. Conduct full software development life cycle for customized applications including requirement analysis, design, coding, testing, and training activities.

●Created and wrote the MySQL query to import data from the external discovery tool database into the CMDB for configuration and data analysis of the imports, and to insure there were no gaps or issues.

●Developed and facilitated quality assurance strategies which included test plans, test cases, user acceptance testing, unit and system testing.

●Conducted analysis and ad-hoc database queries for end user requests and supported end users during business hours or as needed.

●Collaborated with business stakeholders, IT and 3rd party vendors to ensure high quality, on-time deliverables and business needs were met through the project lifecycle. Effectively communicated in writing and face-to-face presentations on project status to all levels within internal organizations and external customers/vendors.

●Meets with business stakeholders to identify, assess, document, and review business requirements.

●Create user stories and manage story backlog with requirements for sprints through enhancements intake process.

●Translates business requirement to functional requirement and support IT design questions against the requirements.

●Prepare mapping document for integration between Jira /Confluence and ServiceNow.

●Communicate changes to requirements on user stories during sprint where applicable.

●Confirm that Implementation, Post-Implementation, and Back-out plans are in place.

●Implement and configure new ITSM platform ServiceNow.

●Created reports and configured tailored scripts to update application forms.

●Create and update training documentation and provide user training on ITSM tool.

●Act as business analyst for both HP Service Manager and ServiceNow tools.

●Engage in Major Incident Management process review.

Leidos engineering, Cary NC — ServiceNow Business Analyst

FEBRUARY 2016 - MAY 2017

●Personalize and create forms and fields for the various roles and groups to target company requirements.

●Assisted Process & Service Owners in continuous process improvements and enhancements by encouraging continuous automation of incident, change & problem management processes on ServiceNow platform.

●Participate in Change Management related process meetings, advising and consulting across technology for process adoption.

●Supporting ServiceNow’s new process to include, a standard workflow process, standard group membership build design, catalog items (workflows, approvals, task sequences). Knowledge of update set, import set and transform maps in ServiceNow for data mapping and data transformation from legacy system to ServiceNow.

●Coordinate in conjunction with IT Service Management Office for communications regarding major ServiceNow project implementations.

●Assist in coordinating the process integration and reviewing existing service catalog & request fulfillment.

●Developed and run global "ITSM monthly Performance metrics report" with scheduled reports in ServiceNow and compare with IT Services Scorecard with a focus on strategic KPIs.

●Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow.

●Documented status reports, created presentations, performed analysis, and organized content to share with other team members.

●Reviewed Change Requests & approve changes to ensure all changes conform to Change Management standards as summarized in the Change Management grid along with SOX documentation review and scheduling of the change.

●Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients.

●Developed business design specifications and documentation for reports, forms, interfaces, conversions, enhancements, and custom capabilities.

●Develop and manage requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.

●Primary role throughout all of the phases of the SDLC (software development life cycle) with getting a viable business enterprise software product to market.

●Assisted business users in troubleshooting access (ACL) related issues on ServiceNow platform.

●Provide innovative solutions to challenging problems using the ServiceNow platform.

●Interact with the ServiceNow Knowledge Base for company use..

●Evaluate the Change Request impact and risk to the client' Confidential infrastructure in ServiceNow.

●Liaised between IT and business to gather & validate requirements on different levels of projects.

●Advise and consult with teams on releases, projects, changes to ensure change readiness.

●Review existing IT processes in ServiceNow to identify areas of improvement and enhancement.

●Experience developing stories and grooming backlogs.

Oak View Group, Los Altos CA — Service Now Admin

JANUARY 2015 - JANUARY 2016

●Developed reports and other tools to deliver information enabling business users and leaders to make informed decisions.

●Gathered, aggregated, and modeled critical business data to forecast changing market variables.

●Collaborated with business users and subject-matter experts to establish technical vision and analysis for business usability and performance requirements.

●Developed solutions to defined tasks, problems, and projects using specialized foundational knowledge.

●Applied analytical tools and methods to inform business decision-making processes.

●Collected and analyzed information from multiple sources for company financial performance, customer insights, competitor profiling, potential product expansion, and industry trends.

●Obtained foundational knowledge of specialized job functions, industry practices, and standards to help create actionable recommendations.

●Enhanced and maintained existing reports and analytical applications.

●Organized research, analyzed results, prepared concise presentations, and presented to senior executives.

●Used external industry data to identify business trends, risks, and opportunities.

●Compiled, analyzed and modeled data to support recommended changes.

●Leveraged information from industry reports, public databases and other sources to understand and evaluate trends.

●Coordinated and controlled the flow of business intelligence data between sources and end-users.

●Built and improved business intelligence tools and systems to meet current and expected operations needs.

●Identified opportunities for improvement by streamlining processes, reducing costs or realigning strategies to better capture available opportunities.

●Mined available company and competitor data to fully understand the current market landscape and direct the development of strategic solutions.

●Designed technical documentation to guide the accurate development of new intelligence gathering and reporting solutions.

●Kept robust library of reusable assets for use in business intelligence gathering, reporting and forecasting.

EDUCATION

William Jessup University, Sacramento CA — MBA 2020

State University of New York, New Paltz NY — MS Electrical Engineering 2015

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