03/04/2023 updated
100 % available
ServiceNow Business Analyst
USA
Only remote
Masters Degree BiologyAgile MethodologyData AnalysisAtlassian JiraMicrosoft AzureBusiness ProcessesBusiness Process ImprovementBusiness RequirementsChange ManagementConfiguration Management DatabasesConfiguration ManagementConflict ResolutionCritical ThinkingGap AnalysisProblem SolvingIT Service Management
I am a ServiceNow Business analyst and certified Scrum Master with the ability to work with Product/Process Owners and Service Owners to capture their requirements and manage them through the demand intake process. I also help promote ServiceNow platform capabilities and value with the stakeholders, focusing on out-of-the-Box capabilities to deliver business needs. As a scrum professional, I facilitate all scrum ceremonies including daily standups, sprint planning, sprint review, sprint retrospective, and backlog refinement sessions.
My experience in ITSM process implementation and enhancements focuses on the following ServiceNow ITSM process areas: Configuration Management (CMDB), Change Management, Service Catalog, Incident, and Problem Management. My core capabilities include agile coaching, requirement gathering, and documentation, translating requirements into user stories, and other artifacts using agile development methodology, and creating demands and enhancements for ITSM process owners and other stakeholders. I have a good understanding of performing gap analysis and understanding the current and future state of business processes. I am proficient in using different tools such as ServiceNow, MS Office Suite, MS SharePoint, Power BI, MS Visio, Miro, Jira, qTest, TFS, and Azure DevOps. Additionally, my skill set includes problem-solving skills, documentation skills, listening, critical thinking & phone skills, conflict resolution, information analysis, multi-tasking, demonstrating empathy with customers & attention to detail.
My experience in ITSM process implementation and enhancements focuses on the following ServiceNow ITSM process areas: Configuration Management (CMDB), Change Management, Service Catalog, Incident, and Problem Management. My core capabilities include agile coaching, requirement gathering, and documentation, translating requirements into user stories, and other artifacts using agile development methodology, and creating demands and enhancements for ITSM process owners and other stakeholders. I have a good understanding of performing gap analysis and understanding the current and future state of business processes. I am proficient in using different tools such as ServiceNow, MS Office Suite, MS SharePoint, Power BI, MS Visio, Miro, Jira, qTest, TFS, and Azure DevOps. Additionally, my skill set includes problem-solving skills, documentation skills, listening, critical thinking & phone skills, conflict resolution, information analysis, multi-tasking, demonstrating empathy with customers & attention to detail.
Experience
Professional experience5 - 10 years
Freelancer since2023
Languages
EnglishFluent
Project history
- Support requirements gathering in the scope of IT Knowledge Bases, Knowledge Categories, Knowledge article Form layout, and Knowledge Blocks.
- Organizing and facilitating daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos, Story Mapping, and other Scrum/Kanban-related meetings
- Managing Scrum board and backlog for sprint execution.
- Facilitate the interconnection and dialogue between multiple intersecting development contracts to help promote a cohesive final product for the customer.
- Analyze CMDB CI data, address data quality gap, and ensure data integrity to support cloud migration.
- CMDB data remediation
- Worked with the following teams – Application owners, Network, Enterprise Architecture, DB COE, Security, CMDB, Change, and Incident.
- Managing parallel application development and Project/Product implementation processes
- Coordinate and assist to identify and manage dependencies for the team, providing visibility into team delivery plans and progress, enabling continuous improvement within the team, and driving the work efforts to finalization, ensuring on-time delivery.
- Working with Program team and Product Owners on Program Increment Planning.
- Responsible for representing teams in team connects like Scrum of Scrums/ART Syncs.
- Liaise between IT and business to gather & validate requirements to meet business needs in different ITIL process areas - Service Catalog Request, Change & Incident Management
- Migration of Knowledge management from a home-grown tool to ServiceNow
-
* Provided support as a ServiceNow analyst by applying my technical expertise to collect,
clarify, analyze, and translate business requirements into documentation and conceptual
design.
* Gathered and analyzed requirements between Business units and IT teams.
* Facilitated meetings with stakeholders to gather and document ITSM requirements and explore
solutions.
* Collaborated with Process Owners to implement and maintain matured ITSM capabilities.
* Created and reviewed user stories and manage backlog till delivery in the production
environment.
* Worked as an active member of our agile scrum team to deliver solutions for our customers.
* Collaborated with different stakeholders to prepare as-is and to-be process documentation.
* Documented test scripts, UAT testing, and logged defects in ServiceNow.
* Served as a liaison between the ITSM team and other teams in planning, coordinating,
developing, and deploying enhancements or projects.
* Define detailed stories with acceptance criteria and works within the context of the
Agile/Scrum development framework.
* Created Wireframes / Mockups for the user stories and review them with customers and gather
feedback.
* Document workflows, processes, and results of business analysis.
* Supported the Organizational Change Management (OCM) efforts by providing information on the
"to be" solution.
* Drive Agile best practices within the development community and stakeholders.
* Break down the application roadmap into epics and decompose it into user stories and
acceptance criteria.
* Facilitate discussions regarding ServiceNow initiatives.
* Design optimal solutions that support business processes that meet or exceed functional
requirements.
* Assist the technical team in translating application functionality into application
architecture and the production of business functional requirements.
* Assist in quality management reviews and meet business and design requirements.
* List out risks and constraints in relation to identified requirements.
clarify, analyze, and translate business requirements into documentation and conceptual
design.
* Gathered and analyzed requirements between Business units and IT teams.
* Facilitated meetings with stakeholders to gather and document ITSM requirements and explore
solutions.
* Collaborated with Process Owners to implement and maintain matured ITSM capabilities.
* Created and reviewed user stories and manage backlog till delivery in the production
environment.
* Worked as an active member of our agile scrum team to deliver solutions for our customers.
* Collaborated with different stakeholders to prepare as-is and to-be process documentation.
* Documented test scripts, UAT testing, and logged defects in ServiceNow.
* Served as a liaison between the ITSM team and other teams in planning, coordinating,
developing, and deploying enhancements or projects.
* Define detailed stories with acceptance criteria and works within the context of the
Agile/Scrum development framework.
* Created Wireframes / Mockups for the user stories and review them with customers and gather
feedback.
* Document workflows, processes, and results of business analysis.
* Supported the Organizational Change Management (OCM) efforts by providing information on the
"to be" solution.
* Drive Agile best practices within the development community and stakeholders.
* Break down the application roadmap into epics and decompose it into user stories and
acceptance criteria.
* Facilitate discussions regarding ServiceNow initiatives.
* Design optimal solutions that support business processes that meet or exceed functional
requirements.
* Assist the technical team in translating application functionality into application
architecture and the production of business functional requirements.
* Assist in quality management reviews and meet business and design requirements.
* List out risks and constraints in relation to identified requirements.
Certificates
Scaled Agile Framework (SAFE) Fundamentals (Tokyo)
ServiceNow2022
ServiceNow Certified System Administrator
ServiceNow2022
Accredited Project Manager
International Organization for Project Management™ (IO4PM™)2022
Business Analysis Foundations
IIBA2022
Adaptive Project Leadership
Project Management Institute2022