Qa Analyst Business

PROFILE

• Excellent presentation and communication skills both oral and written with track record of success by interfacing and interacting with customer thereby leading to customer delight and satisfaction.

• Excellent organization skill with an ability to multi-tasks and prioritize competing demand

• Experience in Integration between ServiceNow and various tools, such as Jira, agile2.0.

• Experience in IT service management utilizing IT tools for business analyses and value focused implementations of business strategies.

• Worked on various ServiceNow ITSM processes like Service Catalog and Request Fulfilment, Incident Management, Problem Management, Change Management, Knowledge Management, and CMDB Management.

• Experience in Software development life cycle (SDLC) different stages using Agile Scrum methodology.

ACHIEVEMENTS & PROJECTS

• Participated in the implementation of various ITSM processes such as incident, problem services catalog applications in ServiceNow

• Facilitate automation and routing of incident tickets to the correct assignment group and bypass Service Desk to improve incident response and resolution time from SLA perspective.

• Improved communication to notify impacted Service Owners for all new high priority Incidents.

• Implemented adoption of incident template on incident record producers to:

• Transformed CMBD to maintain data accuracy, maturity, CI relationship mapping, CI reconciliation and enhanced user experience

• Proactively assign incident tickets to the correct assignment group.

• Eliminate error of Service Desk agents during incorrect selection of affected CI for incidents.

• Reduce Service Desk workload in managing intensive ticket queue.

• Reduced delay from vendor in responding and resolving affected services via effective communication and process maturity.

• Migration from Remedy ITSM tool to ServiceNow.

• ServiceNow Upgrades.

• Standardization of enhancements intake process for application development via Scrum Framework.

• Participating in various project testing during and after all the stages of SDLC before deployment

CERTIFICATIONS

• Certified Tester, Foundation Level 2018 (America Software Testing Foundation

• Certified Scrum Master

PROFESSIONAL EXPERIENCE

Texas Department of Criminal Justice. May 2017 – April 2022

ServiceNow Business Analyst/QA

• Gathering business requirements from business stakeholders and transform them to user stories.

• Review the backlog of enhancements and user stories and create cadence to facilitate acceptance of stories for development.

• Participate in scrum meetings/standup to provide improvement to service delivery.

• Collaborate with development team and quality assurance to troubleshoot issue

• Work on various applications on ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.

• Provide subject-matter expertise in the discussions with senior management and key stakeholders in the development and improving ITSM processes.

• Track operation and constantly look for way to make things work better, faster and smoother

• Create test scripts and perform test script validation, perform User Acceptance Testing, and support customer with testing.

• Translate high-level business requirements into functional specifications for input into application activities.

• Manage defect backlog, ensuring proper documentation and tracking through resolution

• Recommend changes to established methods and suggest alternative solutions and new methods, to improve quality and increase productivity.

• Communicate with the Project Managers and assist in the management of client expectations.

PMD Enterprise, Houston TX May 2016 - May 2017

ServiceNow BUSINESS Analyst/QA

• Responsible for working with Process Owners to help identify technical requirements and guide them through SDLC until Production release

• Analyze and document business processes and systems

• Apply Agile methodology to elicit technical requirements and process flows for federal customers using interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis

• Analyze and de-conflict requirements, data and information from multiple data sources and decompose into detailed requirements

• Understand the needs of client and successfully link needs with available technical solutions

• Support creation of user stories and ensure that meet criteria required to deliver a successful product

• Work with ServiceNow Architect and Developer in conducting testing to ensure quality of new software releases

• Support User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users

• Create references and guides for end users as well as system administrators

• Generate and update documentation to support requirements, design, and testing activities

• Continually ensure client understands product updates

• Support Change Management processes and play pivotal support role for tool adoption

• Developed and maintained quality assurance procedure documentation.

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Starfield International Houston TX. April 2013 – March 2016

ServiceNow Business Analyst/QA

• Gathered, analyzed, documented, and managed business and user requirements (both functional and non-functional) and effectively recommended functional technology solutions that best addressed the requirements.

• Worked with product owner to review user stories, use cases, and created process flows.

• Worked on various applications on ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.

• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

• Worked with ServiceNow development team to design and implement new functionality using UI Policies and Data Policy.

• Created various process workflows for Incident Management, Change Management, Service Requests and SLA's.

• Worked with end users for customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.

• Conducted requirement workshops and training sessions with end users.

• Documented business requirements into user stories and acceptance criteria.

• Involved in creating design documentation for migration from existing technologies to ServiceNow.

QA Analyst/Desktop support DEC.2011- JAN.2013

Solitaire Solution Service OSOGBO, NIGERIA.

Responsibilities:

Involve in manual integration testing, functional testing, regression testing

Issues SQL queries to perform backend testing and check data integrity.

Work closely with QA team to conduct UA Testing, System Integration Testing, Regression Testing, Black Box Testing, Manual Testing using QTP and HP Quality Center. Validated and resolved issues from mock conversions.

Work with Business Analyst to define Test Scenarios and ensure test requirements are matched correctly.

Working according to business plan to ensure timely delivery

Report issues to QA Manager and other Team member on test activities progress.

Track, Report, and log bugs/defects during the testing of the application

Perform data validation utilizing SQL queries.

Work closely with and report issues and updates to the QA Lead.

EDUCATION

Houston Community College, Houston TX

Associate of Science, Engineering Technology

Federal Polytechnic Ede, Nigeria

Bachelor of Arts, Banking and Finance

REFERENCES

Available on request.

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