Data Analyst Accounting Assistant

Ravinder Kaur Dhillon

Email Address: ************@*****.***

Phone Number: 703-***-****

PROFESSIONAL SUMMARY:

●2+ years of ServiceNow Business Analyst and project experience across industry domains.

●Good understanding and knowledge on all phases of the software development lifecycle (SDLC) and familiar with methodologies like Agile (Scrum), Waterfall model.

●Experience in different agile ceremonies: daily stand ups, sprint planning, story refinement/backlog grooming, demos, and retrospective meetings.

●Skilled in developing Business Requirements Document (BRD), Functional Specification Document (FSD), Use Case Specifications, Functional and Technical Specifications.

●Experience writing and executing User Acceptance Testing (UAT) and documentation of test cases.

●Planned and defined system requirements to user stories, use case and process flow diagrams.

●Worked on JIRA for creating /updating user stories, bug tracking, issue tracking, and project management functions.

●Substantial functional and technical expertise in business process analysis, mapping solutions to these processes, and determining best approaches based upon leading and emerging business practices.

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

●Knowledge of SQL queries for data validation and data mapping.

●Handled Asset Management (IT SAM & HAM), Configuration Management, ServiceNow Administration, Incident, Problem Management, Knowledge Management and Reporting

●Monitored asset portfolio management through the entire lifecycle (asset procurement to service/retirement) for Configuration items (CI)/CMDB

●Experience in ServiceNow to customization of modules, CMDB policies, Discovery

●Proven experience in working with wide variety of ITIL modules, CMDB, integrations within complex ITSM.

●Hands on experience with integration record mirroring between two separate ServiceNow instances.

●Maintain the integrity of the tool across production and non-production environments.

●Expert in reviewing and approving validation documents in accordance with company policies and procedures.

●Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Change, Problem, Knowledge, and Reporting etc.

●Lead requirements gathering sessions and ensure that all use cases are captured prior to design work beginning.

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

●Excellent interpersonal communication, negotiation, and presentation skills.

●Strong prioritization and time management skills.

●Overall responsibility for analyzing and documenting business processes and systems.

SKILLS/TOOLS:

●Project Methodologies:

●Waterfall, Agile (SCRUM)

●Business Modeling Tools:

●MS Visio,

●Defect Tracking Tools:

●JIRA

●Operating Systems:

●Microsoft Windows, Mac OS X

●ITSM Tools:

●Reporting Tools:

●ServiceNow

●Tableau, MS Excel

PROFESSIONAL EXPERIENCE:

Fannie Mae, Reston, VA, 2019 – 2021

ServiceNow Data Analyst/Business Analyst

Project 1 Description: Serve as a key member of the software development team as an Analyst supporting implementation, customization, and configurations and testing. Also worked on a project in the Automation and Hosting department to make a data dictionary for custom application in My Services which is used for server provisioning and internal financial invoicing (chargeback process).

Responsibilities:

●Work with development teams to perform manual/automated functional, regression and performance testing

●Work with stakeholders to understand the requirements, implement the changes, manage, develop, and improve processes and procedures within the department.

●Worked very closely with My Services development team and the SMEs on the business side of the process.

●Documented the submission workflow of Demand Intake Form in My Services.

●Conduct meetings with users and other stakeholders to elicit, organize and document the requirements.

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

●Gathered business requirements, developed workflows and forms, data mapping and monitoring asset management databases. (ITAM)

●Conducted integration analysis and studied critical dependencies on ServiceNow modules for delivery of ITAM within the DB environment.

●Support and enhance the applications, support incidents and address problem tickets.

●Collaborated with the Configuration team to understand the Software Lifecycle. Responsible for scheduling sessions with external vendors to understand the SLA and contractual agreement.

●Collected data from developers and put together a data dictionary in Excel spreadsheet.

●Updated SOPs for Software Asset Management (IT SAM) and Hardware Asset Management (HAM) Plans.

●Organized files and collected asset data to be entered into the CMDB database.

●In data dictionary I consolidated and mapped all the tables used in Demand Intake Form.

●Implemented ServiceNow ITSM - Incident, Problem, Change, CMDB, Discovery, Orchestration, ITAM Procurement

●Service Catalog and Request Workflow Design and Configuration.

●Responsible for asset inventory accuracy and asset data integrity in the database.

●Configured and customized new and existing CMS modules, CMDB

●Supported translation of business requirements into ITSM, ITAM, CMDB

●Created Visio charts for different services used in the application and demonstrated to users through PowerPoint.

●Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

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

●Worked very closely with IT Service Delivery Spec IV for Infrastructure Demand Metrics reports using Tableau.

●Worked on Monthly and Weekly Trend Analysis reports.

●Helped in testing of Demand Intake Form for new enhancements.

Project 2 Description: Worked to help support business processes for purchase requisitions in Procure One in My Services and updating the SharePoint site.

Responsibilities:

●Created purchase requisitions using Procure One application within Fannie Mae.

●Manage life cycle of purchase request before submission and after submission of the request.

●Data validation and verification before submitting the purchase request.

●Prepared data mapping document for integration between Jira /Confluence and ServiceNow.

●Assist in coordinating the process integration and review existing service catalog & request fulfillment.

●Validating data with My services application with Procure one data like requester, buyer, cost center, description, category, part number, price, quantity, supplier, delivery etc.

●Work through the submission process flow in Procure one.

●Used SOAP UI to validate the tags sent from downstream system to Snow and vice versa (Rest & SOAP response validations).

●Maintain documentation related to the whole life cycle of purchase request separately in a SharePoint site for quick reference.

●Adding credentials to view the data by maintaining views and role permissions

●Act accordingly with purchase request follow-ups, modifications, cancellations

Environment: ServiceNow, Agile, Tableau, SQL, Windows, JIRA for agile, MS Excel, SharePoint.

Northern Virginia Psychiatry, P.C. Herndon, VA, 2011-2018

Medical Office Manager

●Responsible for the running of all aspects of the office and for providing efficient administrative support across the practice.

●Provided excellent customer service in a medical institution and ensured all patients were well attended.

●Managed office operations, workflow, office staff – including recruitment, performance management and training development of Psychiatry practice.

●Provided support and performed regular QA reviews for client intake, registration, and scheduling functions.

●Managed client reception and client services coordination and ECO/TDO.

●Maintained and operated the electronic health records and billing system.

●Facilitated family meetings to address issues such as crisis management, depression, anxiety, grief and loss and future planning.

●Managed clients with dual diagnoses by providing public assistance, family support and healthcare references.

●Provided clinical assessment with case review to MD to meet the needs of outpatients.

●Prepare patients for individual psychotherapy, educate and support family members for patient’s individual psychiatric care needs.

●Answer phones, make appointments, take patient history, prepare the paperwork for the doctor, collect copayment and process insurance claims.

●Processing and completing 1099s/1042s forms.

●Make referrals, Accounts payable/accounts receivables and payroll duties.

●Used Software MS Word, Windows, MS Excel, and Outlook.

●Operate Copier, Fax Machine, Printer, and multi-line phone system.

●Supervise receptionist. Make employee schedule and all other office duties.

Accounts Payable Assistant, the Peterson Companies Fairfax, VA

June 2005 — December 2010

•All accounts payable duties including entering invoices, printing reports, cutting checks, manuals, filing and all accounting assistant duties.

•Maintained 1099/1042 data for preparation and electronic file for IRS data transmissions.

•Reviewed accounts payable entries to determine correct income tax type for 1042 reporting.

•Assisted in 1099 processing and month-end accruals.

•Maintained Timberline software with full cycle of AP processing; entered invoices, matched, batched, and coded high volume of invoices, expense

•Reimbursement, reconciling AP accounts, manual checks, General ledger, Financial Statements etc.

•Prepared invoices for payment by accurately matching vendor information, products, labor & total cost. Ensured required approvals to perform bi-weekly check-runs for vendors and reconciles final report to general ledger.

•Ensured required signatures on checks before mailing to vendors.

•Accurately cost account expenses for corporate credit cards, pay charges, and managed any discrepancies.

•Reconciled general ledger accounts to include travel advances, prepaid expenses, accrued purchases and supplies inventory.

•Answered vendor inquiries and reconciled statement discrepancies.

•Established new vendor accounts and requisition and update vendor w-9 tax forms. Closed AP module reconciled and generated year end reports, vendor 1099-misc tax forms in timeframes as required by IRS.

•Assisted project accountants with any type of help such as financial statements etc.

EDUCATION/CERTIFICATIONS:

Bachelor’s Degree in Business Administration

Associate Degree in Computer Science

ServiceNow Certified System Administrator (CSA)

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