kamal raji

Barrie, Ontario L*N*W* 647-***-**** adlv6d@r.postjobfree.com

Professional Summary

A Certified ITIL with experience focused in ServiceNow,Service Catalog Management, Request Fulfillment, Incident Management, Problem Management & Service Level Management.

Excellent communication skills and customer centric with great strength in collaborating with multiple stakeholders, understanding their needs and documenting those needs clearly in form of business requirements.

Engaged in the following key projects:

• Facilitated requirement gathering for Service Catalog revamp project by restructuring Service Catalog taxonomy to improve user experience

• Automation of Incident tickets using Incident Template on the Incident Record Producer

• Migration of Remedy CMDB to ServiceNow

• Bi-Directional Integration of Jira Issue Type with ServiceNow Incident

• Managed services for ServiceNow Incident, Problem, Request and Service Catalog

• Regular enhancement intake with process owners.

Skills

●Microsoft Office

●ITSM

●Agile

●Requirement Analysis

●Time Management

●Customer Experience

Education

Bachelor of Computer Science/Economics 04/2009

●Olabisi Onabanjo University

Certification

ITIL V3 Foundation Certified, U.S.A,

●PeopleCert

Work History

Client Support 10/2018 – Present

Bill Gosling Ontario

●Participate in scrum calls to articulate requirements for ongoing platform enhancements.

●Elicit, analyze and translate complex business requirements into detailed stories to allow assignment groups accurately estimate work effort to the definition of done

●Conduct gap analysis to benchmark existing system performance vs future/desired state during SN implementations

●Management of deliverables such as development of training materials and plans including FAQs, self-led training materials, onsite and remote support during the first month of go-live

●Review existing IT processes and prioritize incoming demands within clients ServiceNow environment to identify areas of improvements and articulate enhancements

●Support process improvement workshops and works with the ITSM Process Owner s to identify, review and finalize stories.

●Interact with technical team during development and assist in QA planning, UAT, and critical-path mitigation plans ensuring final deliverables are met

●Assist in project management tasks including financials and status reporting to ensure activities are within budget and information is cascaded accordingly to clients and stakeholders

●Timely and thorough in the ability to follow up on urgent action items from clients meetings by interacting with SMEs and ServiceNow support

●Acts as a liaison between the offshore team and the business stakeholders and maintains effective communication from development through testing until when enhancements are deployed to production.

●Conduct post implementation review with clients and stakeholders to ensure that capabilities deployed are functioning as expected and any incident identified is raised accordingly

●Very instrumental in the execution of several ServiceNow Implementation projects

Business Analyst, 10/2013 to 09/2018

Paris Gallery

●Facilitated requirement gathering sessions with Business stakeholders and requirements documentation for business processes.

●Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.

●Collaborated with process managers/process owners to groom and prioritize stories in the backlog in preparation for the sprint planning meeting.

●Participated in scrum meetings/daily standup to provide thoughts on improvement of service delivery

●Assist in testing cycles, including test plan creation, development of test scripts and assist in user acceptance testing within SN.

●Contributed significantly to strategic organizational goals regarding IT service delivery using ServiceNow and the ITIL framework.

●Liaised with Process and Product Owners/Managers in seeking ways to constantly improve on processes within clients servicenow environment

●Interfaced with a cross-functional team of business analysts, developers and technical support professionals to determine a comprehensive list of requirement specifications for new applications.

●Mapped process activities to identify shortfalls and identify options to rectify operational inefficiencies.

●Collaborated on all stages of systems development lifecycle, from requirements gathering to production releases.

Business Analyst, 11/2009 to 06/2013

Kays Chippy, NG

●Documented business requirements and validated these requirements while working closely with process owners and other stakeholders for process enhancement.

●Engaged with business & technical stakeholders to detail user stories to be approved for Sprint & Release plan.

●Managed backlog of users stories throughout the sprint life cycle ensuring that customer requirements meets the business needs based on the agreed to service requirements.

●Performed QA testing for approved Sprint using test scripts and test plans to identify gaps and provide a fix in the system.

●Assisted Process Owner in performing demo sessions for approved sprint in UAT before deployment.

●Engaged in establishing and reviewing SLAs that support business goals of IT services.

●Facilitated meetings with stakeholders to document project information on a high level for requirements gathering.

●Created, reviewed and detailed user stories for enhancements on various ITIL process areas.

●Performed regression testing to ensure proper functionality of system after enhancements for continuity of business processes.

●Acted as Liaison between technical team and business stakeholders.

●Engaged in Marketing analysis, business development, planning, retention and management.

●Facilitated continuous service improvement to ensure consistency of variables across multiple processes/ modules and variable sets across several catalogs.

●Liaised between departments within the organization in making major business decisions.

●Engaged in regular enhancement intakes with process owner

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