Business Analyst Systems

A goal oriented ServiceNow professional with almost 5 years of experience as a Business Systems Analyst with ability to interact with C–Level executives as stakeholders and strategic ability to elicit requirements from all parties.

Passionate about developing, managing, and implementing programs to support the digital transformation of organizations. Strategic in leveraging my professional experiences in the software development lifecycle coupled with my data modeling acumen to deliver data driven, organizational effectiveness, and transformational solutions that will enable a positive business landscape and usher businesses into the digital age.

Summary:

Over 4 years of Business Analysis experience and 3 years of hands-on experience in ServiceNow ITSM processes accomplishing outstanding results with the Business Stakeholders, Development and Quality teams.

Excellent performance acknowledged by team Project Managers, Business Analyst Lead and peer Business Analysts in various industries, project types, and engagement teams.

Possess thorough experience in full end-to-end SDLC lifecycle (Scoping, Planning, Requirements Gathering, Analysis, Design, Development, Testing, and Deployment).

An ITIL Enthusiast that follows ITIL guiding principles when dealing with business problems.

I assist clients in their agile cultural shift, to transition from manual ways of working to automation and a consolidated, more standardized way of delivering IT services to enhance customer satisfaction and facilitate great service enrichment, user experience and ensure IT leadership has visibility on IT spends

Collaborated with Business, Development, QA, and Operations for Release, Change and Configuration Management.

Experienced in training users and developing training manuals

Well versed at managing multiple projects simultaneously

Experience in Unit Testing methodologies to do user Acceptance Testing (UAT). Expertise in assisting the Testing team in creating and reviewing the Test plans and Test cases.

Areas of Expertise:

Methodologies

AGILE-SCRUM, RUP and Waterfall

PM Tools

MS Project, MS SharePoint

Requirement Management

Team Foundation Server(TFS), Rational Requisite Pro, MS Visio, MS Excel

Data Modelling Tools

Rational Requisite Pro, MS Visio

Operating Systems

DOS, Window 98, Window 2000, Window XP, Window 7, UNIX, LINUX

Test Strategies

Unit, Functional, User-Acceptance, Black-Box, Automated

Professional Experience

Hewlett Packard (HP) Mar 2022 – PRESENT

ServiceNow Business Analyst (ITSM)

Responsibilities:

Held requirement sessions with Product owner (Change and Incident managers) of the Service Management program and created the product backlog for all captured requirements.

Conducted ServiceNow Training sessions for over 50 employees to increase user adoption and efficiency.

Developed ServiceNow reports and Dashboards that led to a 20% reduction in operational costs.

Created the user stories as deliverables from the requirements gathering sessions with subject matter experts, product owner, and other relevant stakeholders for all ITSM enhancements.

Led the estimating process for all captured user stories and assisted with sprint / release planning.

Performed the elaboration of the user stories and documented all findings in a readable format for all project team members to comprehend.

Worked with cross-functional teams to identify and implement process improvements, resulting in a 25% reduction in incident resolution time. Responsible for performing gap analysis and identifying the gaps in the change management processes due to inaccurate risk assessments.

Coordinate ITSM process Owners to identify their key expectations & help them take process ownership

Facilitate ITSM process maturity assessment, identify process changes & integrate them into adoption plan.

Migration of Knowledge Bases and their content data from legacy application into ServiceNow Knowledge

Define strategic KPIs for metrics used to evaluate & improve performance of IT services in real time basis to align data, people, and goals for driving business outcomes.

Responsible for the testing of all completed user stories and ensured deliverables matched the product owner’s expectations.

Time Warner Cable, TX Jun 2020 – Nov 2021

Business Analyst (ServiceNow)

Responsibilities:

Work Closely with Product Owner/Stakeholder to understand business requirements and needs related to ServiceNow ITSM.

Collaborated with cross-functional teams to gather requirements and configure ServiceNow ITIL processes, resulting in an increase in service desk efficiency.

Work Closely with Product Owner/Architect to decompose Features into stories that can be accomplished in each Sprint.

Oversee the Product/Technical Backlog by creating Stories/Spikes/Defect for all Sprints.

Great experience in facilitating sprint ceremonies like Sprint Planning, Daily standup, Sprint Review, and interactive Sprint Retrospectives

Work closely to organized PI scope with Stakeholder to gauge need and urgency, team lead to gauge capacity. Looking over requirements and solutioning to ensure everything are ready for use.

Created all testing scripts in ServiceNow Test Management 2.0 to test the recently developed changes and ensure stakeholder satisfaction.

Responsible for training all end users on newly developed solutions, resulting in improved team performance and customer satisfaction.

Organized special Collaborative sessions and Spikes with the Team and SMEs where necessary to help resolve the issues.

PRMG, CA Remote Feb 2019– Jun 2020

Business Analyst

Responsibilities:

Interacted with the project team to help define the business and system objectives, confirmation of scope, identify constraints and the measures of success for the system to be developed.

Met with end users to analyze business processes and assisted in making recommendations for new processes.

Used batch control reports to upload data to the new system databases, to ensure no data was lost in the migration process.

Participated in design sessions, data and systems analysis, created data map and development integration documents.

Handled data from multiple sources both internal and 3rd party.

Extracted data and generated reports from queries executed using Microsoft Access and SAP.

Responsible for testing the applications and ensuring all defects were resolved or properly mitigated.

Education

University of Zimbabwe - BSc Hons Economics - 2015

Certifications

ITIL v4 Foundation

ServiceNow Certified System Administrator (CSA)

References

Available upon request.

Contact this candidate