ServiceNow Business Analyst ITSM/ITOM/CMDB Expert

SUMMARY

Experienced ServiceNow Business Analyst with a track record of successful implementation and optimization of ServiceNow products in the areas of ITSM, ITOM, and CMDB. Knowledgeable in gathering requirements, creating process maps, implementing Agile delivery, and converting business demands into scalable, user-friendly configurations for ServiceNow. Skilled at leading productive platform adoption, enhancing workflows, and collaborating with cross-functional teams.

SKILLS & ABILITIES

IT Service Management with ServiceNow (ITSM)

Personal experience determines the best fit for HRSD, ITOM, and CMDB.

Requirements Gathering & Business Process Analysis

Scrum and Agile User Stories and Acceptance Criteria

Items in the ServiceNow Catalog and Workflows

Project Management, Test Script, User Acceptance Testing, and Data Mapping

Dashboards and Reports

Managing Stakeholders

Analyzing Gaps and Optimizing Processes

Administration of the ServiceNow Platform

TOOLS & TECHNOLOGIES

Programming: Java, PHP, .Net, VB, Pascal, Ruby, Cobol and script languages (Xml, Sql, Java Script, Jquery). Technical knowledge: Devops process, DevSecOps, CI/CD, Microservices, and API (Application Programming Interface).

RTM, RACI Matrix, Data Dictionary, MoSCoW, Invest Methodology.

Requirement elicitation techniques like: Questionnaire, One on One, Focus Group, Observation, Storyboarding, Prototyping, Workshop, Document/ Process Analysis.

Altlassian tools (JIRA, Confluence), HP ALM (Quality Center) and Versionone.

Visual models (UML): Use Case Diagram, Activity Diagram, Wire Frames, Mock-ups, Prototyping, Business Process Flow (Balsamiq, app.diagrams.net/draw.io).

PROFESSIONAL EXPERIENCE

ServiceNow Business Analyst, Kanshe Infotech Mar. 2025- Till Date

Improved operational efficiency by 50% through end-to-end business analysis for several ServiceNow modules, including [ITSM/ITOM/CMDB/etc.].

Helped gather and record functional and non-functional requirements via meetings, interviews, and workshops.

ServiceNow application development; including creation and configuration of service catalogs, email notifications, Reports, Data imports and exports.

Designed and implemented new functionality using UI Policies and Data Policy.

Developed business-aligned acceptance criteria, use cases, process flow diagrams, and user stories in a clear and precise manner.

Helped transform requirements into workable solutions by collaborating with ServiceNow architects and developers.

Directed user acceptance testing, which included creating test scripts, monitoring bugs, and obtaining final approval from relevant business parties.

Developed and enhanced notices, SLAs, workflows, and products for the Service Catalog.

Helped set up reports and dashboards to make operations more transparent.

Maintained platform standards, compliance, and alignment in accordance with ServiceNow guidelines.

ServiceNow Business Analyst, Black & Veatch. Oct. 2021–Jan. 2025

Monitor incoming incidents, request and resolve or escalate accordingly.

Provide IT support and resolve incidents, to the end user satisfaction.

Monitor incidents for tickets assigned, process, an escalate based on priority.

Monitor and respond quickly and effectively to requests received through the IT helpdesk.

Identifying problems, analyzing, and guiding end users through corrective steps.

Documents, analysis, and tests solution of the issue, based on and related to user or system design specifications.

Define configuration items and classes, their attributes, data collection, and governance that are important to support other ITSM modules and business objectives

Participate in all Agile methodology ceremonies (Daily standup, backlog grooming, sprint planning, sprint retrospective).

Work with project team and analysts to document and/or review project requirements, implementation plans, and test plans and be able to work in both a waterfall and agile project methodology setting.

Consult with groups outside of the ServiceNow development team that would like to use or integrate with ServiceNow.

Attend scheduled meetings with customers, analysts, project managers, development, and staff teams.

Working with the ServiceNow instance and functionality.

Working with customers to enhance ServiceNow capabilities.

Maintaining existing and configuring new ServiceNow workflows and custom components.

Following agile SDLC, configure internal business tools to customer requirements mainly ServiceNow.

Business Analyst, Texas Department of Criminal Justice. Dec 2018–Sept 2021

Work with development team to implement ServiceNow modules (Service Request, Incident and Change Management).

Support ServiceNow SAM/HAM module configuration and testing.

Maintain records in ServiceNow to track entire life-cycle management for each hardware and software asset including licenses, warranties, service agreements, refresh date, and end of life data information.

Critically evaluate information gathered from multiple sources, reconciling conflicts, decomposing high-level information into detailed requirements (e.g., Epics and User Stories)

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

Assist with the creation of reference documents and guides for end users, as needed.

Develop used cases, process diagrams and requirement documentation using stories and scrum task in ServiceNow.

Familiarity with JIRA management tool.

Gather requirements and tested auto-routing processes by validating Request/Incident routing to the right assignment groups.

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

Developed test plan and followed Agile testing methodology for every release of application.

Apply Agile methodology to elicit technical requirements and process flows with customers using various methodologies including interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis.

Have great experience with developers to assure design quality and functional capabilities realized.

Create/update Knowledge articles and other supporting documentation for ITAM best practices within Brinks.

ServiceNow/BA/Administrator, First Leadersoft. June 2016-Nov 2018

Build/create business application configuration items in ServiceNow.

Created ServiceNow update sets to promote and test multiple ServiceNow instances.

Maintain ITSM ServiceNow applications such as Incident, Problem, Change, Request, Demand.

Follow a customized version of the ITIL processes as it pertains to company culture.

Load, manipulate and maintain data between ServiceNow and other systems.

Created reports and configured tailored scripts to update application forms.

Performs System and integration testing with sample/live data with Support Services team.

Maintain Requirements traceability in ServiceNow SDLC module.

Work with IT Process Owners to manage changing priorities of story backlog.

Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.

Maintains and support ServiceNow operational functions

Running weekly reports in ServiceNow.

EDUCATION

BACHELOR OF SCIENCE

CERTIFICATIONS

SERVICENOW CERTIFIED SYSTEM ADMINISTRATOR

CERTIFIED SCRUM MASTER (CSM)

STATUS === US CITIZEN

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