Business Analyst Change Management

A goal oriented professional as a Business Analyst /Change management with ability to interact with stakeholders and strategic ability to elicit requirements from all parties while driving ITSM digital transformation and assisting clients and stakeholders to transform from manual to automated ways of working by leveraging ServiceNow Out of the Box best practices.

Summary:

Over 5 years of Business Analysis experience accomplishing outstanding results with the Business Stakeholders, Development and Quality teams.

Excellent performance acknowledged by team Project Managers, Business Analyst Lead and peer Business Analysts in various industries, project types, project phases and project’s POC.

Possess thorough experience in full end-to-end SDLC lifecycle (Scoping, Planning, Requirements Gathering, Analysis, Design, Development, Testing, and Deployment).

Proficient in Agile and Waterfall methodology to manage and deliver projects.

Detailed document deliverables included Gap Analysis, High- and Low-Level functional Requirements Documents (BRD and FSD), Wireframe, Requirements Traceability Matrix (RTM), Test Plan, Test case, UAT Script and UAT Sign-off.

Participated in ServiceNow enhancement of core ITSM processes such as Incident, Service Catalog, Problem, Knowledge, order management and Change Management.

Experienced in training users and developing training manuals

Participated in the continual improvement across processes to ensure consistency in ITSM best practices. overseeing the entire lifecycle of service orders, ensuring efficient processing, tracking, and delivery of services.

Professional Experience

INFOSYS April 2023-DEC 2024

Business analyst/IT change manager

Responsibilities:

• Lead the development team members and provide technical leadership until it’s delivered to production

• Representation to the senior leadership internally or client side in the various forums and conducting demo etc.

• Create user stories as per discussion with business and product owner.

• Deep experience on ServiceNow platform in the areas of ITIL/ITSM, CSM (Customer Service Management), Change, Problem, and Incident Management

• Customize ServiceNow applications and facilitate rollout of new applications

• Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests

• ServiceNow implementation experience in ITSM modules (Incident, Problem, Change, Knowledge, and Service catalogs).

• Understanding of Agile way of working – User Story (using Rally), Sprint model

•Analyze the problem faced by the customer, participates in discussions with customer stakeholders to understand the problem, gather further data as required from the customer to define and document the problem and requirements

•Manage the intake of service requests from users, ensure that orders are complete, accurate, and comply with organizational policies

•Monitor status track the progress of orders from initiation to fulfillment.

•Update Stakeholders Provide regular updates to stakeholders regarding order status and any issues that arise.

United health Group June 2022- March 2023

Business analyst/IT change manager

Responsibilities:

Developed and implemented all current Change and Release Management policies and controls

• Ensure that Change and Release Management processes are used for all production changes

• Facilitate weekly CAB meeting for review and approval of production changes

• ServiceNow liaison for Change and Release Management, working with users to understand functionality, identify areas of difficulty and provide support to resolve issues

• Support and facilitate all compliance and internal audits for Change and Release Management

• Develop and publish process and training materials

Verizon Wireless Aug 2020 – May 2022

ServiceNow Business Analyst

Responsibilities:

Held requirement sessions with Product owners of the ITSM process areas and created the product backlog for all captured requirements.

Created the user stories as deliverables from the requirements gathering sessions with subject matter experts, product owner, and other relevant stakeholders.

Was directly responsible for gathering catalog items requirements and documenting them in the template. Requirements included user criteria, notifications, approvals, and workflow.

Helped developed the intake process by creating a catalog item where process owners could submit their enhancements to ServiceNow tool.

Led the estimating process for all captured user stories and assisted with sprint / release planning.

Performed the elaboration of the user stories and documented all findings in a readable format for all project team members to comprehend.

Led process re-engineering efforts for manual tasks which had waste and lag and helped automate several of the processes.

Responsible for performing gap analysis and identifying the gaps in the ServiceNow process areas

Created test scripts and test data which enabled the users to complete their UAT testing.

Responsible for demos of newly developed solutions and held training sessions.

Glaxo Smith Line Jan 2019 – July 2020

ServiceNow Business Analyst

Responsibilities:

Participated in the implementation, customization, and maintenance of ITIL modules such as Incident, Problem, Change, Service Catalog, Knowledge and CMDB in ServiceNow.

Captured requirements for the development of a customized Service Catalog by creating new catalog items, designing workflows and execution plans.

Performed requirements analysis and created functional design processes, participated in test services for enhancements and successful completion of projects at hand.

Familiarity with ServiceNow core application UI and workflow configuration, report development and integration components.

Assisted clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.

Assisted process and service owners in continuous process improvements and enhancements by encouraging continuous automation of incident process on ServiceNow platform.

Education

SOUTHERN CONNECTICUT STATE UNIVERSITY – New Haven CT

Bachelors in science

CSA (Certified ServiceNow Administrator - 2022

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