Business Analyst Product Owner

Greg I. Ovetsky

*** ******* **** ***** *****#*** Staten Island, NY 10304

(917) 547- 4660 ******.****@*****.***

Professional Summary

Experienced ServiceNow Business Analyst and Product Owner with over 10 years of expertise in analyzing, documenting, and delivering business solutions across a wide range of ServiceNow applications. Demonstrated success in translating complex business needs into scalable, user-centric solutions leveraging deep knowledge of ITSM (Incident, Problem, Change, Request, Knowledge), CMDB, Service Catalog, GRC/IRM, SPM, ITAM, and BCM. Skilled in gathering and documenting business and functional requirements, conducting process analysis, creating detailed user stories and acceptance criteria, and managing full lifecycle implementations. Proven ability to collaborate with stakeholders, development teams, and product owners to optimize workflows, enhance user experience, and align solutions with ITIL and industry best practices. Proficient in Agile/Scrum and Waterfall methodologies, with strengths in UAT coordination, process documentation, backlog grooming, and supporting platform configuration. A strategic thinker and strong communicator committed to delivering continuous improvements that drive operational efficiency and business value.

Hands-on experience in:

●Service Catalog design, workflow optimization, CMDB configuration, and the full lifecycle of Asset Management (SAM/HAM).

●Proficient in implementing and supporting GRC/IRM modules—including Policy, Risk, Compliance, Audit, and Vendor Risk Management—as well as Strategic Portfolio Management (SPM) and Business Continuity Management (BCM) for risk mitigation

●Skilled in stakeholder engagement, requirements gathering, and documenting business processes (BRD, FRD, use cases)

●Adept in Agile/Scrum methodologies, sprint planning, and creating user stories, acceptance criteria, and test scripts. Strong background in ITIL-based process improvement, UAT coordination, end-user training, and developing ServiceNow reports and dashboards. Tools include ServiceNow, JIRA, Confluence, MS Visio, and Excel.

Professional Experience

ServiceNow Business Analyst – State of New Jersey Department of Labor, Trenton, NJ

Jan 2025 – Mar 2025 (Contract)

●Conducted detailed analysis of existing ITSM processes and created improvement strategies aligned with ServiceNow best practices.

●Collected and validated business requirements for Incident, Change, Asset, and Request Management modules.

●Developed process documentation, user stories, test cases, and training materials to support platform adoption.

●Facilitated stakeholder meetings, workshops, and UAT sessions to ensure successful deployments.

●Supported Service Catalog development and process automation initiatives, including performance monitoring and compliance alignment.

ServiceNow Business Analyst/Product Owner – Sound Transit

Apr 2024 – Nov 2024 (Contract)

●Gathered business and security requirements to support enhancements within the ServiceNow GRC platform.

●Analyzed current processes and implemented streamlined workflows in Risk, Audit, and Compliance modules.

●Developed functional specs, conducted stakeholder interviews, and aligned configurations with GRC frameworks.

●Authored documentation on platform enhancements, use cases, and automated workflows.

●Provided training to end users and created reporting dashboards to monitor GRC KPIs.

ServiceNow Business Analyst/Product Owner – Woodmack Mackenzie

Aug 2023 – Mar 2024 (Contract)

●Worked as BA on ServiceNow IRM implementation covering Vendor Risk, Privacy, Risk, Compliance, and Audit modules.

●Gathered requirements, conducted workshops, authored user stories, and supported UAT and SIT testing.

●Mapped business processes and ensured alignment with frameworks like NIST and GDPR.

●Assisted in MuleSoft/Oracle data integration strategy and go-live planning.

ServiceNow Business Analyst/Product Owner – AT&T

Jan 2023 – May 2023

●Led business analysis efforts for ServiceNow-based supply chain project.

●Developed BRDs and user stories, performed data gap analysis, and coordinated stakeholder reviews.

●Defined backlog priorities and Acceptance Criteria across procurement and portal enhancement initiatives.

●Supported Agile ceremonies and provided performance tracking and reporting.

ServiceNow Business Analyst/Product Owner– Warner Media

Aug 2022 – Jan 2023

●Managed full lifecycle of Service Catalog item development and enhancements.

●Created and maintained Agile artifacts, conducted stakeholder validation, and managed test planning.

●Documented workflows, use cases, and supported ITIL process design in SPM and GRC modules.

ServiceNow Business Analyst – Cox

Jul 2021 – Aug 2022

●Acted as liaison between stakeholders and ServiceNow development team.

●Developed user stories, acceptance criteria, and supported UAT for ITSM and Workday integrations.

●Documented process flows and roadmaps for BAU support and agile delivery planning.

ServiceNow Business Analyst /Product Owner – U.S. Army

Nov 2020 – Apr 2021

●Led modernization of legacy Army logistics ticketing processes by analyzing “As-Is” workflows and defining optimized “To-Be” models within ServiceNow.

●Gathered requirements from Army stakeholders, solution architects, and functional SMEs to design scalable ServiceNow ticketing solutions tailored to mission-critical operations.

●Authored user stories, wireframes, and acceptance criteria for ServiceNow implementation of incident, request, and knowledge workflows.

●Created end-to-end documentation including functional specs, test plans, and UAT scripts for validation and deployment readiness.

●Coordinated Change Advisory Board (CAB) reviews and deployment planning for ServiceNow go-lives.

●Delivered user training through instructor-led sessions and virtual formats; developed SOPs, knowledge base articles, and onboarding materials.

●Conducted demos and solution walkthroughs across Army sites to ensure operational alignment and adoption.

●Supported GRC deployment efforts using Rsam tool, implementing workflows for Policy Management, Risk Register, Vendor Risk, and HITRUST frameworks.

●Ensured ServiceNow alignment with Army compliance, continuity, and operational resilience objectives by partnering with key process owners.

ServiceNow Business Analyst – City University of New York (CUNY)

Mar 2019 – Sep 2020

●Led requirements gathering, business process modeling, and documentation of functional requirements.

●Supported Service Catalog design and implementation, including workflow creation and configuration.

●Created detailed process flows, UAT test cases, and reference guides for end-users and admins.

●Participated in Agile ceremonies and authored well-structured user stories and acceptance criteria.

●Supported GRC tool implementation and BA tasks using Rsam platform.

ServiceNow Business Analyst/Product Owner – Bank of America, Pennington, NJ

Aug 2016 – Feb 2019

●Worked on ServiceNow platform enhancement and administration across ITIL modules.

●Conducted requirement analysis, created workflows for Service Catalog and Change Management processes.

●Led configuration of CMDB, Incident, and Knowledge modules and authored Business Rules and UI Scripts.

●Created reports and dashboards and supported production issue resolution across global teams.

ServiceNow Business Analyst – Citi Financial Services, Baltimore, MD

Jul 2015 – Jul 2016

●Developed Service Catalog requests, client scripts, UI actions, and server-side scripts.

●Engaged with users to gather feedback and iterate on ServiceNow enhancements.

●Participated in Agile ceremonies and developed reports, dashboards, and integrations.

●Created workflows and maintained configuration items and relationships within CMDB.

Prior Experience

●ServiceNow Admin/ Business Analyst - Boston Scientific - St Paul, MN (Sep ’14 – Jun’15)

●ITSM Business Analyst/Admin/ - DST Systems Inc - Kansas City, MO (Sep ’13 – Oct’14)

●Administrator/Operations/ITSM - United States Postal Service - Eagen, MN (Feb ’13 – Aug’13)

●Remedy Administrator/Operations/ITSM - New York City Health & Hospitals Corporation (Aug ’12 – Jan’13)

●Remedy Administrator /ITSM - Toro Company Bloomington, MN (Jun ’11 – Aug ’12)

●Remedy Administrator/ITSM - AstraZeneca Wilmington, DE (May ’10 – Jun '11)

●IT Vendor Management/ITSM Business Analyst - Procurestaff LTD New York, NY (Sept ’02 – Dec'09)

Education

●Gibbs College, New York, NY (‘94 –’97)

(Bachelors in Hospitality Management and Administration)

Certifications

●ITIL V3 Foundation

●CSA Micro Certified. Pursuing CSA, CIS Certification

References available upon request.

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