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Click here or scroll down to respond to this candidateCandidate's Name
BUSINESS ANALYSTPHONE NUMBER AVAILABLELaurel, MarylandEMAIL AVAILABLEProfessional SummarySeasoned Business Analyst with over 8 years of extensive experience in the ITSM field. Adept at collaborating with diverse teams to streamline processes, meet project objectives, and exceed client expectations. Proficient in requirements gathering, change management, incident management, workflow optimization, and service catalog creation. Renowned for exceptional communication and prioritization skills, effectively addressing business needs and driving project success. Committed to meticulously analyzing business models, aligning them with strategic goals, and delivering excellent results that enhance client satisfaction and corporate performance.Skills and TechnologyBusiness Analysis ServiceNow Business Case Development Gap Analysis CSA SCRUM Requirements Elicitation SDLC System Integration UAT Microsoft Office Suite CMDB ITSM Agile 2.0 Risk Management IRM SWOT JavaScriptTest Cases ITAM CAM SQL Process Design OneNote JIRA Visio SPM PowerPoint Project Management Google Docs ITIL4 Azure Oracle Power BIProfessional ExperienceServiceNow Business AnalystCity National Bank (Rbc Company)August 2022 - PresentExpertise in requirements gathering, data analysis, and stakeholder management, with a Proven track record of delivering projects on time and within budget.Analyzed and optimized portfolio management processes using ServiceNow SPM tools. Identified areas for improvement and implemented solutions that increased project efficiency, resource utilization, and financial performance.Utilized advanced tools and technologies, including ServiceNow Integrated Risk Management (IRM) modules, to streamline risk assessment and reporting processes.Managed the lifecycle of hardware assets, including procurement, deployment, maintenance, and retirement, ensuring compliance with organizational policies and industry standards.Supported the enhancement and optimization of ServiceNow Customer Service Management (CSM) implementation, specifically tailored for onboarding and offboarding support center.Conducted data analysis and presented insights to stakeholders using SQL, Excel, Tableau, SNOW, Powerpoint and Power BI.Build and maintain strong relationships with IT application vendors throughout the selection and implementation phases of projects. Offer expert advice and conduct research on potential solutions and costs to support the achievement of business goals and objectives.Utilized Azure DevOps tools to automate build and release processes, increasing deployment frequency.Created and maintained detailed documentation for CMDB processes, data models, and CI classification structures.Promoted technical solutions aligned with business needs, showcasing proficiency in SNOW ITSM modules such as change management, event management, incident management & request management.Monitoring and optimizing application performance and infrastructure costs using Azure Monitor and Application Insights.Conducted thorough gap analysis, testing, including end-user assessments, and provided post-implementation support.Created project proposals, facilitated client engagements, and delivered actionable recommendations.Business AnalystGeneral MotorsFebruary 2018 - July 2022Maintain and updated business analysis practices, ensuring alignment with industry standards.Collaborated with stakeholders to evaluate and implement technology solutions, ensuring informed decision-making through detailed analysis, evaluation, and strategic recommendations.Conducted regular audits of hardware assets to verify inventory accuracy, identify discrepancies, and resolve issues promptly.Leveraged extensive experience in configuring and optimizing various ServiceNow modules to support risk assessments, policy and compliance management, and continuous monitoring initiatives.Partner with IT, procurement, finance, and other departments to understand business needs, gather requirements, and ensure alignment of ITAM processes with organizational goals.Monitored project progress using SPM techniques and Azure DevOps reporting capabilities.Utilize Kanban boards to track progress, manage workflow, and ensure continuous delivery of high-quality software solutions.Collaborate with development and operations teams to integrate and deploy applications on GCP.Advocate for the integration of technical solutions, exhibiting expertise in ITSM modules.Developed comprehensive design documentation and engaged with clients for satisfaction.Strategized testing needs, addressed data security emergencies, and created effective project proposals.Crafted process maps, contributed to client sessions, and prepared concise summaries.Created and maintained Power BI reports and dashboards to provide actionable insights.Collaborated with stakeholders to understand business requirements and translate them into data visualization solutions.Business Analyst / Project ManagerCox AutomotiveMay 2015 - January 2018Proficiently created, refined, and managed user stories, acceptance criteria, and product backlogs in agile environments, ensuring clear communication between development teams and stakeholders.Managed project risks and issues by identifying potential roadblocks and implementing mitigation strategies to keep projects on track.Strong experience in data analysis and process improvement. Excellent at communicating with stakeholders and creating detailed documentation to support business decisions.Managed diverse project resources, tracked progress, and evaluated performance.Documented requirements and collaborated with stakeholders using MS Visio.Developed plans, conducted meetings, and participated in Joint Application Design (JAD) sessions)Coordinated with stakeholders, including business units, vendors, and IT teams, to ensure clear communication and alignment throughout the project lifecycle.CertificationITIL4 FoundationServiceNow CSAScrum Master Accredited CertificateProject Management Professional Certification (PMI)Advanced Business Analysis Certificate (IIBA)EducationBachelor of Science in Business AdministrationDelta State University |
