Servicenow Business Analyst Resume Sample
Jaime Okuneva
2753 Schaden Vista,
Phoenix,
AZ
+1 (555) 928 1277
Work Experience
Servicenow Business Analyst
10/2017
-
PRESENT
Los Angeles, CA
- Essential - Determine and define business needs and global requirements to develop and continue the growth of a multi instance ServiceNow environment with primary focus on CMDB and the Configuration Management process. Though this can expand to other process areas such as Change, Incident, Problem, Knowledge, SDLC, Reporting, Requests, Visual Task Boards, and Service Catalog
- Analyze business problems to design and document solutions up front with technical and creative teams
- Identify opportunities to improve efficiency in existing processes
- Define, document, and manage change on business objectives, business requirements and functional requirements
- Interview stakeholders and facilitate workshops and other requirements-gathering meetings
- Lead discussions and reviews of requirements with stakeholders including internal team and clients and maintain said requirements throughout the development cycle
- Contribute to and deliver considered, concise and relevant presentation to colleagues and clients
- Where possible, assist development resources in documenting user/system interactions, system features, and other technology-focused deliverable
Servicenow Business Analyst
08/2013
-
06/2017
Houston, TX
- Set up, structure and deliver a suite of high quality BA documents
- Communicate and work within guidelines to ensure maximum search engine optimization and web analytics tracking is achieved in development efforts
- Experience and/or training in business analysis, with full lifecycle experience on multiple projects, from business case to requirements gathering through functional specs and user acceptance testing from business case to requirements gathering through functional specs and user acceptance testing
- Experience with analyzing and solving complex logical problems, working effectively in teams to achieve user objectives and ensure client satisfaction, and coordinating the efforts of various departments and functions
- Possesses excellent communication and negotiation skills
- ServiceNow (2yrs experience) on gathering requirements
- Experienced on Security operations functions
- Under general supervision, collaborates and consults with internal client groups to understand business and user needs and document requirements
Education
Georgia State University
2008 - 2012
Bachelor's Degree in Informatics
Professional Skills
- First-rate planning and organization skills and experience; able to adapt and react to changing environments
- Good collaboration skills and ability to work effectively in a team environment
- Strong facilitator; adept at running meetings with end users, gathering and managing business requirements, and balancing priorities
- Experience using the ServiceNow service portal including HI account experience
- Proven experience in defining requirements for solutions in multiple-entity environments (multiple agencies, business partners, etc.)
- Prior experience working with Remedy 8.1 migration to ServiceNow
- Prior experience working with ScienceLogic as an integration point with ServiceNow
How to write Servicenow Business Analyst Resume
Servicenow Business Analyst role is responsible for analysis, servicenow, general, training, integration, security, compensation, architecture, planning, reporting.
To write great resume for servicenow business analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Servicenow Business Analyst Resume
The section contact information is important in your servicenow business analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Servicenow Business Analyst Resume
The section work experience is an essential part of your servicenow business analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous servicenow business analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular servicenow business analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Servicenow Business Analyst resume experience can include:
- Effective prioritization, negotiation skills and high energy
- Communicate effectively with management to enhance their understanding of the opportunities and limitations of information systems
- Intermediate computer experience and web tool experience
- Ensure business processes are integrated into ServiceNow effectively and on time
- Collect, analyze, document and prioritize business and system requirements. Validate requirements with appropriate audiences
- Communicate effectively with business leaders and IT
Education on a Servicenow Business Analyst Resume
Make sure to make education a priority on your servicenow business analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your servicenow business analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Servicenow Business Analyst Resume
When listing skills on your servicenow business analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical servicenow business analyst skills:
- ) Strong documentation skills as well as data gathering and analysis via MS Excel and experience working with MS Visio (flow chart and diagram software)
- Strong business analysis skills/experience with ServiceNow
- Good organizational skills to enable multiple tasks to be addressed concurrently
- Effective team player and interpersonal skills
- Possesses strong facilitation and presentation skills
- ServiceNow specific experience strongly desired
List of Typical Experience For a Servicenow Business Analyst Resume
1
Experience For Servicenow Business Analyst Resume
- Experience with serving as the liaison between the project manager and development team to clarify requirements on behalf of policy and business stakeholders
- Collect, analyze, document and prioritize business and system requirements
- Validate requirements with appropriate audiences
- Experience as an IT Business Analyst
- Provide excellent customer service to Red Hat associates
2
Experience For Servicenow Business Analyst Resume
- Experience with ITSM or other Service Desk oriented tool sets
- Experience with ServiceNow required
- Experience with service, asset, and incident management processes and systems
- Experience as a Business Analyst and/or Project Coordinator
- Experience with ITIL management, business value analysis, and business process design
- Implement robust, fully tested solutions across all environments prior to production deployment
- Provide domain experienced guidance of ServiceNow to technical, process, and business teams
3
Experience For Servicenow Business Analyst Resume
- Experience with writing technical requirements for an IT system, including visual mock-ups, use cases, shall statements, or user stories
- Competitive compensation package and excellent benefits (Multisport card, private medical care, health insurance, pension plan
- Understands and has experience with various project management methodologies
- Experience with collaboration tools
- Recent experience in an Agile environment
- Recent Business Analysis experience in an IT Service Management (ITSM) environment
4
Experience For Servicenow Business Analyst Resume
- Maintain user confidence and protect operations by keeping information confidential
- Works to translate business requirements into system requirement specifications consistent with the needs of the business
- Makes recommendations on new solutions or enhancements based on assessment of business requirements in alignment with overall business and technology strategy
- Identifies, researches, and resolves system issues proactively. Communicates and provides updates and recommendations to applicable business users
- Works closely with client groups to effectively align and utilize full system capability to meet business objectives. Responsible for application and knowledge transfer to properly support team upon completion of project implementation phase
5
Experience For Servicenow Business Analyst Resume
- Overall responsibility for the successful execution of all configuration of the ServiceNow platform for a Client solution. Provides cost effective and timely on-boarding for Clients to our ITSM systems
- Own the relationship with project stakeholders to identify, model, and document business, process, and data requirements
- Work with Platform Support Team to develop release estimates
- As a team member, help deliver technical solutions and resolves issues as required
- Assist in the implementation of operational support plan in conjunction with team leadership and project release cycles
- Provide input into business cases for services and support
- Provide business analysis and translation into solutions to achieve business outcomes
- Provide documentation of application solutions
6
Experience For Servicenow Business Analyst Resume
- Work with the business teams to actively look for application related improvements
- Create presentations and documentation used to explain Teams’ strategic direction to various internal stakeholder groups and leaders
- Work with the developers and other technical staff to translate business requirements to system design
- Adhere to BTL’s processes for Change Management, Incident Management, etc. as applicable
- Drive a project to a clearly defined scope with traceable and testable requirements
- Document how to use the ServiceNow applications
7
Experience For Servicenow Business Analyst Resume
- Train associates on the various tools and applications in ServiceNow
- Monitor and triage the ticket queue to groom ServiceNow requests
- Produces project documentation such as project initiation documents, detailed business requirements, diagrams and use cases
- Coordinate requests form and request process owners to determine the design of the form within ServiceNow, required fields, workflow and process guides
- Provides clear written and verbal communications to project team
8
Experience For Servicenow Business Analyst Resume
- Work with the developers and other technical staff to translate business requirements to system design. Create requirements documentation, test plans, test cases and conduct functional testing, as needed. Plan and coordinate user acceptance testing, as needed
- Provide consulting to technical, sales, service line and operational staff as required
- Assist in the preparation of client presentations concerning project scope, timeline, activities, issues, and progress as required
- Worked in IT Service Management space, and has understanding of ServiceNow
- Support patching and upgrade process
- Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decision
- Manage Demand and SDLC process for the team using the Agile development module within ServiceNow
9
Experience For Servicenow Business Analyst Resume
- Adhere to BTL's processes for Change Management, Incident Management, etc. as applicable
- Participate in the investigation and resolution of complex and unusual problems
- Recommend changes to established methods, suggests alternative solutions and new methods, to improve quality and increase productivity
- Interact with subject matter experts, application development, implementation support and production support staff to define functional specifications that meet users requirements and are technically appropriate
- Communicate with the Project Managers and assists in the management of client expectations
- Create and maintain BSA deliverables as mandated in our development life cycle
10
Experience For Servicenow Business Analyst Resume
- Provide support for creation and maintenance of project documentation as per development life cycle
- Estimate timelines for the requirements phase of the project and ensure that the requirements are scheduled in manageable components
- Provide input for post-implementation review document and implement corrective procedures
- Broad business and management knowledge
- Identify and document requirements for enhancements
- Create test scripts for use in Quality Center
List of Typical Skills For a Servicenow Business Analyst Resume
1
Skills For Servicenow Business Analyst Resume
- Understanding of Verification & Validation Techniques (Testing & Reviews)
- Experience of developing or administering a ServiceNow platform instance
- History of analyzing business situations and working within a group environment to provide efficient and effective software solutions
- Experience developing and documenting business requirements
- Experience in developing test scripts and conducting functional tests in ServiceNow
- ) Experience working as a Business Analyst within an ITIL framework, implementing service desk tools (Remedy, CA Service Desk)
- Experienced with formal SDLCs and business analysis methodologies; Working knowledge of business analysis documentation standards including user stories
- Experience using standard project tools including Microsoft Project, Excel and PowerPoint
- Recent hands-on experience implementing and maintaining a medium to large ServiceNow environment
2
Skills For Servicenow Business Analyst Resume
- Experience in training for user applications, specifically ticketing systems
- Experience in gathering and documenting customer requirements for software development
- Previous experience in working within the ServiceNow Platform, using multiple modules
- Strong understanding of technology and systems
- Experience of working with third party suppliers/vendors
- Solid understanding of ServiceNow platform and related applications
- Excellent attention to detail; maintaining high standards for quality and accuracy
- Form good working relationships with internal ServiceNow customers
3
Skills For Servicenow Business Analyst Resume
- Experience working with Agile Project Teams
- Experience in IT consulting as a business analyst
- Experience in developing user stories, use cases and detailed requirements
- Experience in creating ServiceNow process flows and dashboards and reports
- Experience in gathering business, technical, and functional requirements for large-scale IT projects
- Experience working with ServiceNow suite of products
- Experience documenting requirements, processes and overall workflows in Navvia
4
Skills For Servicenow Business Analyst Resume
- Experience in documentation writing for software applications
- Experience configuration, implementation and training/handover of administration to client is required
- Knowledge and working experience in the system development lifecycle
- Experience in workflow analysis, design and process re-engineering principles
- Enhance existing functionality where appropriate to ensure it remains current and effective
- Experience of development, testing lifecycle SDLC, Agile methodologies
- Demonstrable experience of leading a process, product or application
- Workflow Diagramming experience
5
Skills For Servicenow Business Analyst Resume
- Business Analysis experience in the IT Service Management space
- Strong knowledge of business analysis tools and methodologies
- Experience with Sitecore or other similar content management system highly desired
- User Centred Design (User Experience, User Interface Design and Business Process Design)
- Experience with ServiceNow administration and some development
- Experience leading a similar transition or integration projects. Example: ITSM tools like Remedy / ServiceNow, Monitoring tools, etc
- An understanding of Project Management processes and experience in similar projects of complexity and scale
- Two years of Business Analyst experience
6
Skills For Servicenow Business Analyst Resume
- Understanding of different processes and methodologies like RAD, RUP, SDLC, BSA Methodology
- Understanding of IT concepts (Like Files/interfaces, structures, reports, UI, etc)
- Understanding of SDLC, Agile and other iterative development best practice
- Responsible for gathering, compiling and synthesizing information with regard to implementing business practice into ServiceNow
- Perform day to day support, administration and maintenance of the ServiceNow platform, including case and incident routing, data clean-up, and reporting
- Responsible for meeting with department heads and stake holders to gathering and documenting business requirements for ServiceNow integration
- Translate technical complexities to project stakeholders, ensuring understanding of design decisions
- Provide reporting and report training
7
Skills For Servicenow Business Analyst Resume
- Work with the lead Administrators and Developers on various projects by gathering and documenting Request for Enhancement requirements
- Assist in analysis and reporting of testing defects when requested
- Perform on-going knowledge transfer and assist the PTC in developing its own ServiceNow support capabilities
- Knowledge of defect tracking tools
- Analysis Techniques (Competitive & Benchmarking Analysis, Stakeholder Analysis, Cost Benefit Analysis, Gap Analysis, Feasibility Analysis, SWOT Analysis, etc)
8
Skills For Servicenow Business Analyst Resume
- Perform quality assurance testing strategies, plans and execution
- Exposure to working in Agile, SAFe or DevOps environments
- Document the process and tool functionality for training purposes
- Focus on details without losing sight of the big picture
- Knowledge of ServiceNow platform, including data schema creation, set-up of business process flows, user roles, and development of dashboards
9
Skills For Servicenow Business Analyst Resume
- Solves moderately complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
- Perform testing of ServiceNow updates and new releases
- Creates/supports new system solutions or enhancements to existing system with appropriate change management and minimal rework
- Represent project stakeholders throughout planning, development, and release processes
- Support Platform Support Team in understanding business and test requirements
- Support ongoing operational maintenance and enhancements of our ServiceNow systems
- Provide support to resolve application issues and assist with troubleshooting
10
Skills For Servicenow Business Analyst Resume
- Actively engage key business areas to assist in planning for application lifecycle as well as new and future business capabilities
- Contribute to multiyear business plan and maintain IT and Business alignment as pertains to business demands and evolving requirements
- Promote alignment with stakeholder groups and development of material that allows for clear, consistent communication and understanding
- Create requirements documentation, test plans, test cases and conduct functional testing, as needed
- Plan and coordinate user acceptance testing, as needed
- Assist in the creation or modification of process, knowledge base or training documentation
- Reconcile conflicts, deconstruct high level information into details, and distinguish user requests from underlying needs
- Responsible for producing functional and non-functional specifications as well as other deliverables related to ServiceNow integration
- Schedule and document customer, stakeholders and development team member meetings for the process of analyzing ServiceNow requirements and modifications
List of Typical Responsibilities For a Servicenow Business Analyst Resume
1
Responsibilities For Servicenow Business Analyst Resume
- Experience with functional configuration
- Perform Scrum master role as needed
- Update documentation related to ServiceNow configuration and workflows
- Facilitate and support the rollout of new applications and enhancements in ServiceNow
- Advise on design and overall ServiceNow best practices
2
Responsibilities For Servicenow Business Analyst Resume
- Monitor health, usage and overall compliance of ServiceNow
- Gather requirements from customers to identify desired support needs
- Serve as a liaison between IT, vendors, and the supported business areas
- Provide updates and communication to customers, management and IT; escalate issues as appropriate
- Develop as-is and to-be business process flows and data models required by the department methodology for new system development or for process redesign
- Facilitate meetings in the business area to review business processes and identify information system requirements and/or needs. Understand the various business entities and cross divisional relationships
- Industry experience in analysis and documentation of Business Systems and the design, development, and implementation of software and hardware solutions, systems, or products
3
Responsibilities For Servicenow Business Analyst Resume
- Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization in both technical and user-friendly language
- Knowledge of IT business operations, objectives, and strategies as well as business process and information flow
- Engage, drive & support the expectations of Process Owners, Stakeholders & Senior Leaders
- Support the execution of the CMDB process
- Work with developers to enhance, improve, optimize and refine all requirements
- Coordinate communication between the various team for releases, defects and enhancements
- Drive technical conversations to determine roadmap's, tasks and initiatives
- Professional, adaptable and innovative leader with a focus on delivery
4
Responsibilities For Servicenow Business Analyst Resume
- Opportunity to learn about risk and governance in support of audit reviews as well as certifications like ISO 20001 and 9001
- Occasion to directly and indirectly influence change in our organization
- Proficient in MS Office applications: Word, Outlook, Excel, PowerPoint, SharePoint
- Knowledge of TransCanada's business strategies, practices, processes, and systems is considered an asset
- They are replacing CA Service Desk with ServiceNow as their full sledge service management tool for various functions including incident and change management, request management, release management, etc.
5
Responsibilities For Servicenow Business Analyst Resume
- Performs routine assignments independently; confers with higher level staff or management on complex or non-routine issues
- Has knowledge of best practices within Information Services
- Applies best practices and knowledge of business issues to improve processes
- Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies
- Manage multiple projects or work efforts simultaneously
- Develop and write procedures, communicate and collaborate with technical and non-technical staff and implement new procedures
6
Responsibilities For Servicenow Business Analyst Resume
- Prepare user documentation and training materials. Provides technical training and user support to business groups. Develops communication plans and related activities
- Serve as a liaison between various groups and facilitate the request process for enhancements
- Develops business unit application testing strategies, plans cases and conditions; tests and monitors efforts; assists with reviewing and approving new system behavior to ensure alignment with business requirements, processes, standards and objectives. Creates and communicates all testing deliverables
- Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
- Experience of using business analysis tools/techniques to design and deliver business change
- Experience of working in a technology environment
- Monitor health, usage, and overall compliance of ServiceNow
7
Responsibilities For Servicenow Business Analyst Resume
- Business Needs Identification -Operates at a functional level in assessing and defining business need and areas for improvement. Actively seeks out opportunities to enhance and improve in line with strategic goals, proposing potential solutions through research
- Stakeholder Analysis & Change - Effectively identifies partners and builds and manages relationships according to individual stakeholder needs and levels of influence. Contributes to communication plans and change management for project and stakeholders
- Business Case and Benefits Management – Supports the business case definition, gaining business justification for investment including return on investment and benefits realization
- Solution Evaluation - Analyzes and assesses solution proposals and able to articulate supporting reasoning. i.e. assessing business readiness, maximizing value vs. spend. Work with architects to ensure that elaborated requirements are sympathetic to the solution design
- Awareness of ITILv3 Framework
8
Responsibilities For Servicenow Business Analyst Resume
- Gather business requirements and develop associated functional/technical specifications
- Challenge, negotiation and influence
- Presentation, Communication & Facilitation
- Benefits Management and Realisation
- Pharmaceutical business awareness//business domain knowledge
9
Responsibilities For Servicenow Business Analyst Resume
- ITILv3 Foundation certification or above
- Knowledge of Requirements Management Tool like Enterprise Architect
- Group data administration
- Travel required up to 60%
- Flexibility to adapt to different situations and to work with the business area of various backgrounds
10
Responsibilities For Servicenow Business Analyst Resume
- Proactive and able to complete tasks with minimal supervision
- Self-motivated, self-disciplined and with the ability to work to tight deadlines
- Experience with general management consulting, project or digital product management, and business requirements to frame new initiatives for the IT team and develop concept papers and discussion documents for policy and other business stakeholders
- Experience with gathering user input and conducting user research, including organizing and delivering Webinars, such as PowerPoint content creation, drafting execution timelines and invitations, survey development, arranging IT support, and communicating updates and deadlines to Webinar stakeholders
- Experience in the development of documentation, including concept papers, progress reports, presentations, meeting agendas, high-level requirement overview documentation, user guides, marketing, and training materials
- Two years of experience with ServiceNow
- Related ServiceNow BA experience
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