Business Analyst - ServiceNow
CAP GEMINI Consulting
مجموع سنوات الخبرة :17 years, 10 أشهر
• Processes and Requirements: Gather requirements, Analyze and understand in depth the customer drivers, business processes and requirement.
• Need to define what the system should do so that the customer requirements are satisfied on the best possible way.
• Bridge between the Stake Holders and the Developers team to implement the ServiceNow Project.
• Provide guidance/coaching to the customer when there's opportunities to eliminate "waste" (LEAN concept) from the processes.
• Validation: Need to validate that the solution developed is according to what was requested and that in fact meets the customer requirements.
• Update all the Project works by creating Stories in JIRA and ServiceNow.
A competent and result-oriented professional with 11+ years of extensive experience e in the IT Industry and has played key roles as ITIL Process consultant and Functional consultant for ITSM tools Service Now.
ITIL V3 Intermediate Certified. Sound knowledge and significant experience in the areas of Process Consulting, Programme & Project Management, Operations and Customer Service focused in Relationship / Program management and consulting various clients on various aspects of process optimization, including assessment, analysis, reporting, design, define and implementation of Process Solutions as per industry best practices.
Specialties: IT Infrastructure and Service Management, Project Management and Process Consulting.
As an was responsible for the resolution provided for incidents from Global sites of TCL by Owning & Tracking the IT incidents Wing to Wing, Classifying & Communicating the status / progress to the stakeholders and end-user and in getting issues resolved within the agreed SLAs & minimize the customer downtime. Work with various teams towards a RCA and reducing reoccurring incidents
As a Technical Lead was involved in meeting team metrics consistently and the task primarily revolved around qualitative and productive performance improvement of individuals in the team. Reporting & reviewing of daily, weekly and monthly performance metrics of team members, conducting huddles, Call quality analysis, auditing, goal setting and training were some of the key responsibilities that I had worked on during my tenure. Was also involved in best practice sharing, preparation of shift schedules, capacity vs. consumption analysis, and dash board consolidation for team and project level.