Senior ServiceNow Data Analyst and ITSM Specialist

Location:

Prosper, TX

Posted:

April 03, 2026

Contact this candidate

Resume:

Divya Davanam

**************@*****.***

510-***-****

Frisco, TX

Profeesional Summary

With over 5+ years of experience as a Senior Business Analyst, Detail-oriented ServiceNow Data Analyst with experience analyzing, reporting, and optimizing IT service management data within financial services environments. Proven ability to design dashboards, ensure CMDB data accuracy, and translate business requirements into actionable technical solutions. Strong background in ITIL, ITSM processes, and data visualization tools to drive operational efficiency and data-driven decision-making.

I thrive in fast-paced, cross-functional environments, collaborating with developers, designers, marketing teams, and product owners to deliver highly interactive digital experiences. My proficiency in Postman, API testing, Linux/Unix environments, and experience in target audience targeting for digital marketing enables me to support the end-to-end lifecycle of business applications. Skilled in Postman, Linux/Unix, AWS (DynamoDB, SQS, Kinesis), and headless CMS implementations, with a track record of delivering high-impact projects under tight deadlines. Known for building strong stakeholder relationships, working with minimal direction, and driving agile user story development through data-driven insights. Additionally, I have in-depth knowledge of credit card payments and loyalty programs, ensuring secure and seamless financial transactions for end users.

A highly energetic, upbeat, and enthusiastic professional who thrives in fast-paced environments. Passionate about solving complex business challenges, optimizing customer experiences, and leveraging cutting-edge technology to drive innovation. Excels in case study analysis, requirement gathering, and cross-functional collaboration to deliver seamless digital solutions. My dynamic, upbeat personality makes me an asset to any organization looking for a go-getter who can align business goals with technical solutions.

PROFESSIONAL EXPERIENCE :

Electronic Arts California, CA

Business Analyst/Data Analyst Jan 2022 – Mar 2023

Responsibilities:

Extract, clean, and analyze ServiceNow data to identify trends, KPIs, and performance gaps impacting IT service delivery.

Design and maintain executive-level and operational dashboards using ServiceNow Performance Analytics, Power BI, and Excel.

Partner with business stakeholders to gather, document, and validate functional and technical requirements.

Translate business needs into user stories, acceptance criteria, and test scripts.

Perform data validation, cleansing, and transformation to ensure data accuracy and integrity.

Support CMDB health through normalization, de-duplication, and data quality audits.

Provide data-driven recommendations to optimize ServiceNow workflows and reduce incident and request resolution times

Optimized AWS-based solutions with DynamoDB, SQS, and Kinesis, improving data processing for payment transactions.

Worked closely with credit card stakeholders, gathering requirements for loyalty program enhancements.

Created detailed user stories and workflows, enabling developers to build scalable financial applications.

Collaborate with developers and administrators during enhancements, testing, and UAT cycles.

Assist with change management documentation and end-user training on ServiceNow data best practices

Facilitated requirements for gathering sessions with product owners, business users, and technology teams.

Fiserv Dallas, TX Aug 2019 to Dec 2021

Business Analyst

Analyzed business processes and mapped requirements to technical solutions within ITSM platforms.

Built reports and dashboards to monitor operational performance and SLA compliance.

Worked closely with cross-functional teams to improve data governance and reporting standards.

Supported Agile ceremonies including backlog grooming, sprint planning, and retrospectives

Developed and maintained reports and dashboards using Excel, Power BI, and SQL to track KPIs, SLAs, and performance metrics.

Supported data validation, cleansing, and reconciliation efforts to improve reporting accuracy and data integrity.

Assisted with CMDB data analysis, identifying inconsistencies, and supporting cleanup and normalization activities.

Participated in UAT planning and execution, including test case creation, defect tracking, and user sign-off.

Collaborated with Agile teams during sprint planning, backlog refinement, and retrospectives.

Supported change management efforts by creating training materials, release notes, and end-user documentation.

Provided ad hoc data analysis and executive-level reporting to support strategic decision-making.

Ensured compliance with data governance standards and best practices across reporting and analytics processes.

HSBC, Hyderabad India Sep 14 – Jan 2016

Business Analyst Responsibilities:

Basic business process analysis to understand and document existing systems, assisting in the creation of requirements for new processes.

Senior analysts in developing use cases and functional models to communicate requirements to technical teams.

Assisted in maintaining project documentation, including status reports and project lists.

Utilized advanced Excel skills to analyze data and generate basic reports for supply chain optimization.

In project meetings to provide updates on progress and gather feedback from stakeholders.

Assisted in translating business requirements into technical specifications under the guidance of senior analysts.