Swetha Rachuri

Business Analyst

ad3oqj@r.postjobfree.com

512-***-****

Professional Summary

● Experienced ServiceNow Business Analyst professional across industry domains with 10+ years in the IT industry

● Result oriented, analytical and self-driven professional seasoned working experience in production support.

● Proficient at designing, testing, implementing and supporting IT services solutions.

● Experience With ITSM, ITBM, and ITOM in ServiceNow.

● Demonstrated Problem solving ability and experience leading groups, through problem solving methodology.

● Excellent interpersonal communication, negotiation and presentation skills.

● IT Service Management (ITSM) involvement in Change Management, IncideManagement

● Experience working in Waterfall and Agile Methodologies.

● Worked on enhancing Service Catalog, Self Service Portal in Service Now.

● Experience gathering information to formulate business requirements, define a scope and functionrequirements.

● Experienced working on API's.

● Successfully utilized Agile/Scrum Method for get-together prerequisites and encouraged client stories workshop. Recorded User Stories and encouraged Story Point talks to dissect the degree of exertion on venture determinations.

● Experience in Unit Testing methodologies to do User Acceptance Testing (UAT) and Business Acceptance Testing (BAT).

● Capable of setting up great affinity with partners, upper administration, designers and QA group to accomplish business objectives.

● Experience making as-is business processes and to-be processes.

● Designed Models for Cross functionals diagrams, use cases, UML, Process Flow Charts using tools as MS Visio and Lucid chart.

● Represented team in CAB meeting and the whole Change Management process.

● Proficient writing SQL queries for data validation and Data Mapping.

● Experience characterizing and refining various procedures utilizing Visio to get ready procedure flowcharts to disclose said procedures to customers.

● Prepare use cases, experiments, test contents and false ups

● Functional experience in UML diagrams (sequence diagrams, activity diagrams, Use Case diagrams) and writing Use Cases, Business Process, Data Flow Diagrams, Work Flows & Process Flows and creating UI mock-up screens.

● Worked closely with the QA teams to design Test plan, Test cases, Test scripts & RTM

(Requirement Traceability Matrix) and documenting and tracking defects using various tools like HP QC, HP ALM, Selenium & LoadRunner

● Proficient in Requirement Management, Sprint Planning, Issue Tracking, Impediment Management, and Work Allocation using tools like Version One, JIRA, Rally (CA Agile Central) and used HP ALM.

● Integrated Salesforce using REST APIs and developed Visualforce page using extension controller according to client’s requirement and customized Reports and Dashboard in real time and automated manual business processes via Salesforce.

● Experience working with 3-tier architecture, SOA with a strong understanding of web- services, SOAP, REST, API’s, WSDL, Client-Side Validations, Server-Side Validation and understands tag-based HTML, XML and JSON.

● Team player and proactive person with Excellent Communication, Documentation and Interpersonal skills.

Technical Skills

● ServiceNow

● Jira, Rally, HP - ALM, HP Quick Test Pro, UFT, TFS, Operating Systems

● Microsoft Windows XP, Mac OS X,LINUX

● ITSM Tools

● Word, Excel, PowerPoint, Outlook, Project, Visio & SharePoint.

● Methodologies: Agile, Scrum, Waterfall.

● Defect Tracking Tools.

Work Experience

Client: Visa Denver, CO Oct 2021 – Present

ServiceNow Business Analyst

Project Description: Scope of the project was to migrate from Microsoft SharePoint and Microsoft project to ServiceNow to manage IT projects. IT has a single integrated workflow in ServiceNow, linking project management with incident management and change management. Responsibilities:

● Working as Business Analyst in Agile setup playing active role in Scrum Management process (Standup, Sprint planning, Sprint review, Retrospective, Demo, Lesson Learned and resolving roadblocks).

● Understanding needs of stakeholders, translating those business needs into technical requirements for development team.

● Creating detailed work documents which identifies activities to successfully complete project.

● Preparing Business Requirement Documents and Functional Requirement Documents.

● Translating business requirements into user stories, creating UML along with Acceptance criteria validation from Stakeholders.

● Liaise with Stakeholders to prioritize their story backlogs and make recommendations on stories to be developed in upcoming sprint.

● Attended daily scrum meetings to obtain updates on stories and be aware of any foreseen roadblock from development team and plan accordingly.

● Prepare training materials and train users on new features and functionalities on ServiceNow.

● Work closely with Quality Assurance team to create test cases and ensure Standard test case repository was kept up to date.

● Guide customers on implementation of ServiceNow platform according to best practices.

● Gather and validate requirements for different application/module enhancements: Service Catalog, Request Fulfillment process, Self Service Portal, Incident Management process, Problem Management, Change Management and Knowledge Management.

● Identify Services and initiate implementation rules for Service Catalog in ServiceNow.

● Provide guidance to developers and quality assurance testers regarding ITSM program.

● Provide guidance and input to stakeholders and leaders on ITIL best practices.

● Creating, publishing and sharing reports for different modules on ServiceNow using KPIs.

● Support organizational change and adoption of ITSM best practices by providing coaching and training.

Environment: Agile, ServiceNow, UAT, SQL, Windows, JIRA for Agile, MS Excel. Client: Analog Santa Clara California March 2019 to Sep 2021 ITSM ServiceNow Business Analyst

Responsibilities:

● Responsible for providing analysis, documentation and reports in support of the IT Operations Event Management ITIL process

● Running continual service improvement programs to improve service availability

● Roll out new applications and modules on the ServiceNow platform

● 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

● Worked on enhancing Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting utilizing ITIL process

● Worked requirement for different Integration with different systems like salesforce, PeopleSoft, FedEx, Splunk to facilitate Quickly assigning tickets to resolver groups for providing resolution

● Works on ITIL/ ITSM projects

● Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery

● Research ITSM tools and services that makes a company run more effectively and efficiently

● Create processes and procedures based on ITIL v3

● Train the IT Team on new processes and procedures

● Create deployment plans to roll out ITIL tools, services, software and training

● ServiceNow Discovery to populate the ServiceNow CMDB and populate downstream ITIL forms with system and resource information, in server farm set-up

● Addressed significant needs of Service Management CRM Tool for all Service Providers being on-boarded

● Train the IT Team on new processes and procedures

● Create deployment plans to roll out ITIL tools, services, software and training

● Scope of the Project was to migrate from Remedy to ServiceNow

● Streamlined work processes, and teamed up for enhancements to Incident Management process, and IT ticket the executive's framework arrangement testing new and refreshed work processes in ServiceNow

● The global venture group used ServiceNow venture the executives inside coordinated system Environment: Agile, MS Visio, PowerPoint, Excel, JIRA, SharePoint, MS SQL, XML, Oracle, SQL, Java

Client: Gilead Sciences Foster City Sep 2017-Feb 2019 Role: ServiceNow Admin/Developer

Responsibilities:

● Customized and documented solutions within the ServiceNow platform, tailoring them to meet specific business needs and align with ITIL practices.

● Provided technical assistance spanning Incident Management, Problem Management, Service Catalog, and the integration of systems.

● Managed the creation of Incidents and Service Requests, analyzed tickets, and directed them to relevant service lines for resolution.

● Led improvements in ITIL processes, collaborating with teams and providing training on established procedures.

● Conducted in-depth analyses to minimize recurring failures, working closely with different teams and vendors.

● Customized user interfaces for management applications, ensuring simplicity and ease of use across various management functions.

● Created and fine-tuned rules and policies for the Service Catalog, optimizing its functionality.

● Organized weekly meetings for change evaluations, tracked KPIs, and coordinated tasks between IT resources, management, and customers.

● Developed front-end screens and server-side scripts using HTML, DHTML, CSS and JSP.

● Developed detailed procedures for implementing production changes, including risk analysis and communication plans.

● Enhanced Problem Management services, focusing on improving customer satisfaction by delivering effective outcomes.

● Worked closely with application owners to automate workflow tasks and approvals.

● Applied JavaScript expertise across different areas to automate processes and ensure compliance.

● Developed and modified various front-end elements and forms to meet specific customization needs.

● Conducted training sessions for the Service Desk team and organized content reviews for testing during releases.

● Implemented and was actively involved in ensuring system stability by participating in technical design documentation, deployment activities, and successfully resolving production defects. Client: T-Mobile, Bothell, WA Feb 2015– August 2017 Role: Business Analyst

Responsibilities:

● Accumulated customer requirements from various end through surveys, interviews, brainstorming and JAD sessions and translated them into system requirements.

● Developed prototype of information processing application and facilitated collection of functional requirements from system users and preparation of business requirement documents.

● Followed the Agile methodology as an SDLC approach.

● Closely worked with stakeholders and gathered all artifacts from them.

● Closely worked with the Product Owner, Scrum Master, and Development Team to identify risk and issues that pertained to the project.

● Served as an interim Scrum Master and closely worked with the Development Team.

● Created use cases, swim lane diagrams, sequence diagrams, activity diagrams or other visual aids to explicitly capture the requirements and lead the development of business process reengineering processes, procedures, and reports.

● Involved in Training, Quality Analysis, and Production Support for some of the users. Also assisted in developing dashboards for end users using Micro Strategy reporting tool. Reports were generated taking into consideration various key metrics.

● Created Wire Frames and Screen Mock ups and layouts using MS Visio. Thoroughly tested Pilot projects before the Trial implementation.

● Helped Business Owners accomplish their business objects, needs and wants by utilizing customer success in all five phases of project management.

● Performed GAP analysis and recommended solutions as per guidelines.

● Utilized JIRA and Confluence to create high-level User Stories with a detailed Acceptance Criteria.

● Participated in Planning Poker in Sprint Planning meetings to define story points for user stories.

● Created Requirement Traceability Documents to have stakeholders review the workaround and provide functional requirements that have to do with the project

● Utilized Microsoft Visio to create UML diagrams such as, Swimlanes, Activity Diagrams, and Use Case Diagrams.

● Pulled SQL queries by utilizing Metabase during challenging times.

● Assisted the Product Owner in Sprint Review meetings by facilitating product demos and backtracking them to the User Story/Feature to determine when it is DONE and shippable.

● Worked closely with the Product Owner and Scrum Master to prioritize the features.

● Designed and documented REST/HTTP API's, including JSON data formats and API versioning strategy

● Increased database performance by utilizing MySQL configuration changes, multiple instances and by upgrading hardware.

● Lead user acceptance testing (UAT), interface testing and prepared training related activities. Environment: Waterfall, SSIS, MS Office, MS Visio, HP QC, HP ALM, MS Visio, MS Office, MS Excel, MS Power Point, SOAP, REST, XML

Client: Infosys,India June 2012 -October 2012

ITIL Process Consultant

Summary of Experience and Skill in Process Management:

● Provided process improvement initiatives and managed a team as the process improves

● Organized information by studying, analyzing, interpreting, and classifying data

● Prepared reference for users by writing operating instructions.

● Contributed to team effort by accomplishing related results as needed.

● Established and revised database by conferring with analysts and programmers to code and retrieve data.

● Maintained database by entering data.

● Been responsible for the end-to-end performance, prepared operations run book for the team

● Committed to process improvement and process management

● Recognized opportunities for process improvement

● Identified and removed technical (and cultural) barriers to process-focused management

● Motivated a team to focus on business results as well as customer objectives Client: Cognizant, India Feb 2008 to March 2010

Role: Oracle DBA

Operating Systems: HP UX, Linux & Windows, Programming Languages: PL/SQL, Database: Oracle 8i/9i/10g

Responsibilities:

● Installation, configuration and administration of (7x24) Oracle 8i/9i/10g databases on HP-UX and Linux.

● Monitoring events in OEM.

● Refreshing development and beta databases from production environment using export/import.

● Database Cloning

● Writing Shell Scripts for monitoring database events.

● Troubleshooting and fixing database performance problems.

● Applying Patches for backend Changes.

● Monitoring Backup Schedules.

● Monitor Logical Standby Database.

● Administration of Oracle 10g Application Server. Application deployment in Oracle 10g application server.

Graduation:

Bachelor of Technology (2003-2007)

Swetha Rachuri

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