ServiceNow ITAM Solution Architect & Business Analyst

SRISHTI JAISWAL

Business Analyst Solution Architect – ServiceNow IT Asset Management

Green Card holder – authorized to work in the USA without sponsorship Cary, North Carolina, USA ***.*******@*****.*** +1-984-***-**** EXECUTIVE SUMMARY

Business Analyst / Solution Architect with 8+ years of experience across Enterprise Asset Management, ServiceNow ITAM, Insurance, Banking, and Analytics, with deep expertise in Hardware (HAM), Software (SAM), and Workplace Asset Management.

Experienced in translating business requirements into scalable ServiceNow ITAM solutions — spanning CMDB, data governance, software licensing, normalization, and reconciliation — across the full asset lifecycle from procurement through retirement.

Proven track record partnering with IT, procurement, finance, logistics, and facilities stakeholders through Agile delivery, requirements elicitation, user stories, UAT, data migration, and KPI reporting to improve asset visibility and strengthen governance.

Earlier career foundation in ETL administration, BI/reporting, SAS, SQL, Power BI, and program analysis within banking, mortgage, and insurance operations.

CORE COMPETENCIES

ServiceNow ITAM: Hardware Asset Management (HAM), Software Asset Management (SAM), Workplace Asset Management, Enterprise Asset Management (EAM), Asset Workspace, HAM Workspace, CMDB, Asset Lifecycle Management Business Analysis: Requirements Elicitation, User Stories, Functional Requirements, Process Mapping, Gap Analysis, Acceptance Criteria, Stakeholder Workshops, UAT, Regression Testing Asset Management: Hardware Lifecycle, Software Licensing & Entitlements, Asset Assignment, Procurement, Receiving, Deployment, Transfers, Refresh, Disposal, Compliance, Reconciliation, Asset Data Quality Architecture & Delivery: Solution Architecture, Systems Integration, Agile / Scrum / SAFe, ITIL, Stakeholder Management, Governance, Change Management

Data & Reporting: Power BI, KPI Dashboards, SQL, Data Analysis, Data Quality, Reconciliation, ETL PROFESSIONAL EXPERIENCE

Business Architecture Specialist Nov 2023 – May 2025 Accenture Solutions Pvt Ltd, Hyderabad, India

Led business analysis, solution design, and implementation of ServiceNow Hardware Asset Management (HAM) and Workplace Asset Management, managing IT and non-IT assets across the full lifecycle — from procurement and receiving through deployment, refresh, and retirement.

Gathered and translated requirements from IT, procurement, finance, logistics, and facilities stakeholders into functional specs, process flows, user stories, and acceptance criteria; led stakeholder workshops through configuration, data migration, UAT, regression testing, and multi-geo deployment.

Supported ServiceNow Asset Workspace and Software Asset Management (SAM) — including license compliance, software normalization/reconciliation, and data-quality remediation (duplicate models, incomplete attributes, CMDB relationships) — to improve asset visibility and compliance.

Designed integration strategies connecting ServiceNow/EAM with procurement, discovery, and enterprise platforms including SAP Ariba, SCCM, Azure AD, INVOG, EOSOFT, and WeMart.

Developed KPI and management dashboards for asset utilization, compliance, and lifecycle status, improving audit readiness and operational decision-making; supported governance aligned with ITIL and enterprise ITAM practices, and delivered functional documentation, UAT scenarios, and end-user training.

Key Achievement: Delivered a standardized ServiceNow asset-management solution that improved asset visibility and utilization while reducing ghost assets through improved lifecycle governance, reconciliation, and workplace asset tracking.

Business Architecture Senior Analyst Dec 2021 – Nov 2023 Accenture Solutions Pvt Ltd, Hyderabad, India

Owned end-to-end solutioning and implementation of critical EAM processes in ServiceNow, including Material Inward/Outward, Receiving, Transfer, Gate Pass, and ZF196.

Designed custom reporting and flows for controllership requirements (asset transfer, accruals, tax/ZF196) and supported UAT, approvals, documentation, and India-scope go-lives.

Supported L2 operations in daily collaboration with Logistics and TimeOffice teams; performed code and update-set reviews and advised on out-of-the-box vs. custom solutions.

Select Deliveries: Delivered India-scope go-live for ISA-critical items including ZF196, Capture Return Date, integrations

(EOSOFT, WeMart, INVOG), RMA, and Asset Transfer – Credit Note/Asset Loss. ETL Administrator (DataStage / Ab Initio) Apr 2019 – Dec 2021 Wipro – Client: Citi, Hyderabad, India

Installed and upgraded the IBM Information Server suite; configured DataStage projects, security, and connections; executed deployments, patching, and iFixes.

Established monitoring, backup, and recovery procedures; produced health and performance reports; optimized infrastructure in coordination with UNIX/DBA and platform teams.

Managed Ab Initio deployments, EME upgrades, COOP installs, and key management; served as subject-matter expert for critical DataStage infrastructure issues.

Software Engineer Sep 2018 – Mar 2019

Vara United – Client: ICICI Bank, Hyderabad, India

Developed BI reports and dashboards using SAS (Base/Macros/EG/VA) and SQL/Vertica covering approvals/declines, spend analytics, campaign trackers, and risk/authorization dashboards.

Automated scheduling and data pipelines; authored VA queries; created DataStage jobs using Lookup/Join/Merge/Funnel/Sort for data preparation and de-duplication. Senior Team Member, Program Analyst Aug 2009 – Aug 2011 Bank of America (BACI), Mumbai, India

Provided program analysis and portfolio governance for Home Loans & Insurance alliances; produced SOPs, KPI scorecards, and compliance reviews (MSA).

Forecasted production volumes using historical trends, pipeline data, capture/conversion rates, LTV buckets, and seasonality; supported fee renewal decisions with analytical templates.

Led project monitoring and remediation; executed alliance terminations/renewals; completed BCP cross-training; automated reporting using advanced Excel.

CERTIFICATIONS

ServiceNow Certified System Administrator (CSA)

TRAINING & PROFESSIONAL DEVELOPMENT

Base SAS — 97%

Visual Analytics (Lodestone) — 81%

PMP Training Completed

ITIL v4 Exposure

EDUCATION

MBA, Project Management — University of Wales Institute, Cardiff, UK (Feb 2007 – Jul 2008, GPA 3.4)

B.Tech, Electronics & Communication — JNT University, Hyderabad (Sep 2002 – Apr 2006, GPA 3.6) AWARDS & RECOGNITION

Best Performer — May & Dec 2022

EAM Town Hall Recognition — Jun 2023

Logistics Appreciation — EOSOFT Integration

Six Sigma Challenger Quiz Winner (BACI)

Certificates of Recognition/Excellence — 2009–2011

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