Scrum Master System Administrator

VICTORIA IJENWA

****************@*****.*** 281-***-****

EDUCATION & PROFESSIONAL QUALIFICATION

Certified ITIL 4 Foundation

Certified System Administrator (CSA)

Certified Scrum Master

Certified 6 SIGMA Study (SSYB-Six Sigma Yellow Belt)

Associate degree in Science, Lonestar College System, Houston, Texas.

SOFTWARE TOOLS

ServiceNow, ADP, Waterfall, Agile.2.0, Scrum, Jira/Confluence, PeopleSoft, MS Excel, MS Word, MS Powerpoint, MS Access, MS Outlook, MS OneNote, MS Visio, SharePoint, SQL.

Work prioritization skills and excellent use of mock-ups, process flow diagrams and process scenarios.

PROFILE SUMMARY

Experienced and passionate Business and Quality Analyst with years of experience in evaluating and improving business systems for well-known organizations, with the ability to effectively manage and achieve project goals. Proven track record of researching and analyzing business processes, and procedures, designing and implementing business solutions. Acting as a liaison between the Business, Process, and Technical teams. Collaborating and working closely with Stakeholders, Developers, and Architects to produce better business outcomes.

Experience in gathering and eliciting information and requirements to formulate business and functional needs. Extensive knowledge in ITIL and professional experience in IT Service Management (ITSM) Change, Incident, Problem, Knowledge Management, Request Fulfillment, Service Catalog, Test Management, and Demand Management.

Experience using Agile and Scrum Methodology, Software Design and development, Process Improvement, Service Portal, Release Management. Accomplished leadership with proven ability to deliver high-quality IT products and services on schedule as well as capability in bridging the gap between technical, non-technical, development, and operational teams. Ready to obtain a role where I can apply my skills to add value to the organization by helping to conceptualize solutions and managing the process from idea to implementation while undertaking challenging triage duties in a demanding environment.

KEY ACHIEVEMENTS

Migration of ServiceNow core ITSM (Homegrown) to ServiceNow

Implementation of Procurement Service Management

Implementation of Cost Management

Redefining of Service Catalog on ServiceNow platform and Service portal

Implementation of ServiceNow Service Catalog, Incident, Knowledge and Change Management

Integration between ServiceNow Services Catalog and SAP Ariba for procurement requests

CMDB Transformation: Top-down/bottom-up business Applications to Infrastructure mapping; Reconciliation of infrastructure technologies count between Data Center & CMDB, and data cleanup

PROFESSIONAL EXPERIENCE

Trinity Technology Group

ServiceNow Business Analyst

01/2024- Current

Conducted end-to-end testing using the Development Team in the DEV environment to identify defects and anomalies.

Intake Person for all ServiceNow Enhancement Requests i.e. GRC, Procurement, ITSM, Finance.

Act as a liaison between business stakeholders and the ServiceNow team.

Managed and Prioritized backlog of IT enhancement Requests.

Assist process owners with day-to-day process functions including measurement, reporting, analysis, auditing, and training.

Utilizing ServiceNow Test Management 2.0 Test Tool to create Tests, Test Plans, Test Execution Suites, and Test Cycles.

Worked with Architects and Developers in conducting testing to ensure the quality of new software releases.

Attending stakeholder meetings to obtain business requirements, offer solutions, and serve as a knowledge source for ServiceNow capabilities.

Analyze and document business processes and systems.

Assist with user story grooming/refinement and prioritization of the ITSM team backlog.

Develop supporting materials to facilitate requirement building such as mockups.

Actively participates with other members of the ServiceNow delivery team (Product Manager, Product Owners, Information Architects, UX Designers, Mid-Tier Dev, UI Dev, QA Analysts and other BA's) to build solutions that meet business needs in an Agile setting (i.e., scrum ceremonies, collocated team, etc.)

Facilitate gathering requirements via user stories to support ongoing ServiceNow configuration and implementation.

Service as a single point of contact between process owners and the ServiceNow development team

Understand business user requirements and apply ServiceNow and Service Delivery methodologies for efficient solutions.

Strong communication and interpersonal skills to interact with senior-level management regarding the implementation of changes.

Campbell Soup.

ServiceNow Business Analyst

03/2023- 11/2023

Perform stakeholder engagement and facilitate story grooming/refinement sessions with ITSM process/product owners where required.

Creating Training Manuals, and Process Guides for end users.

Support refinement of existing design documentation to align with future state solutions. Collaborate with business and technical stakeholders to develop and maintain a product backlog throughout the project (User Stories and Acceptance criteria)

Proactively research and suggest enhancements and improvements to processes and procedures.

Support change management activities related to ServiceNow implementations and enhancements. Collaborate with stakeholders to define change management strategies, communicate changes, and manage user expectations.

Facilitate meetings with system owners and other stakeholders to gather business requirements and translate them into user stories in ServiceNow Agile module.

Responsible for working with process owners to define requirements and create well-written user stories that meet the criteria required to deliver a successful product.

Determined opportunities to improve workflow by adding and modifying processes, revamping use cases for each initiative and creating new components for each functional area.

Analyzed operational data, surfacing insights and findings to support business and technical decisions.

Advanced Holistic Healthcare

ServiceNow Business Analyst

09/2018- 03/2020

Attend stakeholder meetings to obtain business requirements, offer solutions, and serve as knowledge source for ServiceNow capabilities.

Collaborate with teams and clients to develop and maintain a roadmap for the ServiceNow platform that aligns with customer transformation objectives and balances technical and business needs.

Support activities related to various ServiceNow Modules

Organize and execute User Acceptance testing and supporting testing activities(test scripts and test steps)during each sprint

Work with the development team to continuously refine the documented requirements

Craft and maintain UAT plans and end-user training materials

Collaborate with ITSM process owners to assist with designing and developing IT solutions using ServiceNow

Gather requirements via user stories to support ongoing ServiceNow configuration and implementation

Facilitate process redesign, serving has a liaison to the business community while advising on all change aspects

Manage ITSM processes through establishing and maintaining governance and maintenance practices.

Adhere to and promote defined ITSM processes, procedures, and best practices

Conduct assessments to determine pros and cons of various technical options in the context of the ServiceNow portfolio.

Dayton Health Bridges

Business & Quality Assurance Analyst

07/2017- 08/2018

Create workflows and process diagrams, write user stories and detailed system specifications for business and technical customers

Participate in Agile development processes and develop alternate strategies for the implementation of user requirements

Develop RTM and work with the QA team to ensure test cases fully validate system functionality.

Strong written and verbal communication skills, including the ability to explain business processes to IT users and IT applications to business users.

Defined key data points and data sources to track against measurable performance indicators and produce useful reports.

Strong Microsoft Suite experience (e.g., Outlook, Word, Excel, PowerPoint, Teams)

Strong understanding of software QA methodologies, tools, and processes

Maintained or updated business intelligence tools, databases or dashboards

Developed innovative, fact-based and achievable strategies and operating models based on evaluations.

Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.

Identified and analyzed user requirements, procedures and processes to develop optimization strategies.

Participated in estimating test effort, designing approach, and identifying risks.

Executed, and retested test cases manually and through automation using Selenium.

Conducted test case reviews, reported test defects, and analyzed trends.

Contributed to an ongoing process of improving test efficiency and accuracy by influencing process, tool, and infrastructure improvements.

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