Job description:
servicenow ba perspective, here are some of the requirements: years of experience: 8+ yrs as a business analyst. scrum master experience is plus. servicenow certifications preferred csa & safe scrum master. cloud knowledge & experience helpful (aws, aws certifications, azure) enterprise infrastructure experience desired1. education and experience: a bachelor's degree in a relevant field such as computer science, information technology, business administration, etc. previous experience as a business analyst, especially in the it service management domain.2. servicenow knowledge: demonstrated knowledge and experience with servicenow platform functionality, modules, and applications. familiarity with itsm processes, incident management, change management, problem management, and service catalog is often required.3. analytical skills: strong analytical and problem-solving skills to identify business needs, analyze requirements, and translate them into practical servicenow configurations.4. communication and collaboration: excellent communication skills to work closely with stakeholders, gather requirements, and manage expectations. a business analyst must be able to articulate technical concepts to non-technical team members and vice versa.5. process mapping and design: experience in process mapping, workflow design, and process improvement initiatives to optimize and align business processes with servicenow capabilities.6. requirement gathering: proficiency in gathering business requirements, functional specifications, and user stories.7. documentation: strong documentation skills to create detailed functional and technical specifications, business process documentation, and use cases.8. configuration and customization: knowledge of servicenow configuration and customization options, including business rules, client scripts, ui policies, and other customization techniques.9. change management: understanding of change management principles and best practices, as changes to servicenow configurations can impact business operations.

Resume:
<<summary❖ it professional with over 8 years' experience of demonstrated success providing customer support, systems analysis and design, and business analysis. ❖ business analyst with 5 years' experience in software, financial services and healthcare industries ❖ excellent communication and presentation skills. highlightsprofessional expertise ❖ solid understanding of all phases of software development life cycle (sdlc) methodology (such as requirement, analysis, design, data modeling, business process modeling, implementation and deployment). ❖ excellent in gathering, analyzing and documenting requirements. ❖ experience knowledge of test plans, test cases and test scripts from the requirements document. ❖ experience working with business users as well as senior management. ❖ extensive experience analyzing and documenting business requirements. ❖ experience working in medicare and medicaid projects. ❖ proficient inicd-9-cm and icd -10-cm coding and claims processing. ❖ knowledgeable for gap analysis in changing old mmis and involved in testing new mmis. ❖ created requirements traceability matrix to keep the stakeholders informed of the progress of the project ❖ experience developing, organizing, and implementing user acceptance testing [uat] or writing test cases. ❖ possess excellent knowledge on, hipaa compliance, healthcare information technology (hit) standards. ❖ experience in working with various tools like hp quality center, sap business object, project & portfolio management center (ppm), soapui, microsoft visio, toad, lotus notes which are used for requirements gathering and data modeling in business. ❖ astute learner with ability to work under pressure in fast-paced, time sensitive environments. ❖ belief in team work, dedication, and professional ethics within the working environment. ❖ commitment to excellent customer relations. ❖ experience in contact center applications. ❖ organized, goal-oriented, self-starter, and ability to master new technologies, manage multiple tasks while following through from start to completion. ❖ excellent leadership, communication (written and oral) and interpersonal skills ❖ exceptional problem solving and sound decision making capabilities. ❖ ability to inculcate new relevant skills with ease in a time sensitive frame. ❖ strong grasp of technology and how it plays a role in business processes ❖ powerpoint, and ms visio. ❖ managed a test director environment for the test team. this includes additions to all forms in the testdirector application (i.e. defects, test plan, test lab and requirements) and provides server maintenance when needed. ❖ experience in user acceptance testing, smoke testing, regression testing, performance testing and super testing. technical skills business modeling tools rational suite (requisite pro, clear case, clear quest, rose), ms visio methodologies agile, scrum, sdlc, waterfall, cmmi project management skills/ tools hp project & portfolio management center (ppm), hp quality center, microsoft sharepoint sever, rational clear quest, excel, access, rational test manager, remedy databases ms access ,sql server, oracle, plsql developer operating systems windows 95/ 98/2000/2003/xp/7 vista, mac os x testing tools hp quality center, sap business object, project & portfolio management center (ppm), soapui languages c++, java, sql reporting etl/ tools business objects, crystal report, actuate. education southern polytechnic state universitymarietta,georgiaexpected in––bsc:information technology-gpa:southern polytechnic state university marietta, georgia bsc information technology graduation date: august 2005 experience abbott laboratories- , 12/2013-currentthe texas medicaid & healthcare partnership (tmhp) is a group of contractors under the leadership of accenture. accenture administers texas medicaid and other state health-care programs on behalf of the texas health and human services commission. project: the focus of the project was the replacement of medicaid management information system (mmis). it included technical and professional services related to analysis and assessment of the current mmis and edi claims, documentation of business and technical requirements, preparation of cost analysis and implementation of new mmis automation system. also worked on multipl projects such as madicaid and tmhp application enhancements and maintaintenance of current crm and ivr systems used to support the texas medicaid contact center on a day-to-day basisserve as a liaison to the business community and participate in user and task analysis to maintain the business community's perspectiveassisting in writing efficient and effective test plans, test strategy, system testing, end-to-end testing and user acceptance testing.assisting business users in defining uat test cases and plans; established and maintained test cases and test data in quality center.identified bugs during the test phase and reported them using hp quality center.used edi tools to verify mapping to x12 format.providing the required test data for the developers in order to fix the defects.performed backend testing by using pl/sql queries to test the integrity of the application.experience with long term care (ltc) form submittion and claims.acted as a team lead for the implimentation of silk automated testing tool.acted as a sme for silk automated testing tool.analyzing and designing new crm/ivr business processes as needed.identify and define detailed product functional requirements and use cases, setting up and maintaining the requirements tractability matrix.maintain current crm and ivr systems used to support the texas medicaid contact center on a day-to-day basis.respond to production support issues and alerts.escalate production issue to application team lead, and adhere to texas medicaid incident management processes and procedures.work assigned service requests, tier 3 escalation support requests.participate in efforts relating to testing and/or coordination of release control efforts.plan and review test models for product test and release control (e.g. plans, data, and scripts).work with application team lead to identify and document process and technology improvements opportunities which may include defining business processes and performing business process re-engineering as needed.identifying and defining detailed crm/ivr functional requirements and use cases.works closely with crm/ivr team leads, architects, developers, and other business analysts to assess current crm/ivr capabilities and identify high-level customer requirement and to define metrics and performance goals for crm/ivr systems.assist in translating crm/ivr requirements and use cases into test conditions and expected results for product, performance, and user acceptance testing.participate in transitioning the requirements and use cases to the crm architects and developers ensuring a clear and complete understanding of the requirements.attend user and state meetings as needed.f45 training- , 01/2012- 11/2013worked on multiple projects and contributed in designing a prototype for future system claim processing by developing a web-based service application to streamline office workflow processes involved in electronic data interchange (edi) transactions and benefits in claims management cycle based on hipaa guidelines (icd 9 - icd 10). responsibilities:perform the requirement analysis, impact analysis and documented business requirements document (brd) and functional specification document (fsd) using rational requisite pro.interact with the requirements consultants so as to clarify any doubts with respect to the project.prioritize deliverables, identified gaps, tracked defects, defined software requirements, and created artifacts for testing and development.gather knowledge on hl7, hipaa rules and regulations.map hipaa compliant edi transactions for 837: healthcare claims and 835: payment advice transactionscreate uml diagrams- use case diagrams, activity diagrams, sequence diagrams and er diagrams in ms visio.document the traceability matrix for tracing the test cases and requirements related to them.conducted gap analysis of current state (as-is) icd 9 and propose state (to-be) icd 10 situations and represent the same on ms visio.recommend changes for system design, methods, procedures, policies and workflows affecting medicare/medicaid claims processing in compliance with government compliant processes like hipaa/ edi formats and accredited standards like ansi.analyze, maintain and update faq knowledge base in sharepoint for better data accuracy and better timely data availabilityfacilitate jad sessions with customers to gather and document requirements.facilitate meetings with management, vendors, and stakeholders for open and pending issues.organize and conduct reviews with sme's on the requirementsprovide task based reports to the manager and evaluate team sla (service level agreements) on weekly and monthly basisfacilitate team meetings.facilitate pre-implementation/rollout workshops/trainings with all relevant stakeholders.create use case diagrams, activity diagrams, work flow diagrams, and process flow diagrams in ms visio and rational rose. enviroment: rup, project, rational suite (requisite pro, rose, clear case, soda), ms visio and uml, streamline.f45 training- , 03/2011- 01/2012project description: currently co-ops are able to set up automated clearing house (ach) agreements for 401(k) contributions, 401(k) loan repayments, retirement security (rs) trust contributions and rs admin fees. these ach agreements allow nreca to initiate automatic withdrawal of funds from the co-op's bank account for the amounts specified in the transactions. bas is currently the system of record for the ach agreements. contributions, loan repayments, and admin fee participant details are entered and summarized within the nreca employee benefits (neb) website. this information is sent to bas, which executes a process to create and send ach transactions to biztalk, which sends them to state street bank. responsibilities:worked with the business and the scrum team to redesign the existing process.contributed to the planning and implementation of the project.worked with scrum master to facilitate daily scrum meetings, sprint reviews, lessons learned, etc.facilitated the definition of project scope, goals and deliverables.led/facilitated requirements gathering sessions.translated business requirements into detailed technical system specifications and served as a liaison between the stakeholders and it.performed as-is and to-be analysis.broke down product features into epics and user stories.created uml diagrams (process flows, swimlanes, activity diagrams).created wireframes to represent front-end design.performed gap analysis.developed and maintained strong relationships with the customer(s).proactively collaborated with project manager, business customers and application team leads to identify opportunities to improve functionality of the application and increase operating efficiency.wore multiple hats as systems analyst or tester and performed the tasks required in both roles effectively.constantly monitored and reported on progress to project manager.implemented and managed project changes and interventions to achieve project outputs.assisted in conducting system evaluations and assessment of results. enviroment: payment and billing processing, mainframe applications (bas, omni), web -based (neb), sql server, agile scrum, confluence, jira, visio 2010blackboard, inc-level ii technical support analystcity,state, 01/2009- 03/2011project description: blackboard works with clients to develop and implement technology that improves e-learning experience. blackboard enables its clients to engage more students in exciting new ways, reaching them on their terms and devices by connecting more effectively, keeping students informed, involved, and collaborating together. blackboard's client satisfaction rate was at its all-time low and there was a great need to improve the process and increase this rate. benefits of the system were: increased customer satisfaction, improve e-learning experience responsibilities:performed business process analysis. main objective was to identify problems, solutions and opportunitiesexecuted routine processes in support of problem management by providing root cause analysis, leading problem response teams, and designing workarounds and permanent solutionsproject managed specific deployments/installations of large, data-intensive, hosted application to new clients.assisted in analysis/resolution of technical issues working cooperatively with internal and external resources toward the best possible solution through interviews, surveys, and enhancement requests.managed all customer communications including project status reporting, business transactions and other meetings (webex, gotomeeting, etc.).conducted gap analysis to identify areas for improvements.conducted as-is and to-be analysis.coordinated and prioritized outstanding defects and enhancement/system requests based on business requirements, allowing sufficient time frame to ensure accuracy and consider deadlines.prepared monthly status reports for enhancement requests to the project team that was used in efficient tracking and monitoring of open issues of the project.facilitated project/team meetings and created meeting minutes.developed, coordinated and implemented plans to test business and functional processes during system development.conducted system testing and user acceptance testing and compared the requirements to the test cases in traceability metrix.worked with technical support team to identify, report bugs and defects to development team for resolution.onsite and offshore meeting with clients to communicate ongoing issues, solutions to these issues and to ensure client satisfaction enviroment: blackboard e-learning suites, webct, and vista, doors, peoplesoft, confluence, sql server, oracle, windows xp, sdlc, quality center, webex skills cases, test cases, testing, benefits, business requirements, gap analysis, sql, acceptance testing, system testing, user acceptance, user acceptance testing, basis, claims, edi, healthcare, medicaid, sql server, sql server, visio, sharepoint, uml, visio, leads, liaison, business process analysis, clients, e-learning, its, offshore, oracle, peoplesoft, process analysis, root cause analysis, satisfaction, sdlc, solutions, system development, technical support, windows xp, ansi, claims processing, clarify, clear case, electronic data interchange, hipaa, hl7, icd 9, jad, medicare, project, process flow, prototype, prototypes, rational rose, requirement analysis, requisite pro, rollout, rup, service level agreements, software requirements, use case, web based, web-based, work flow, workflow, automated testing, business process re-engineering, cost analysis, crm, customer relationship management, documentation, edi tools, incident management, ivr, long term care, mapping, / -engineering, sme, subject matter expert, team lead, technical requirements, test plans, topo, translating, uat, use cases, account for, billing, biztalk, employee benefits, front end, front end design, front-end, front-end design, mainframe, progress, project manager, requirements gathering, security, systems analyst, translated, user stories, wireframe, wireframes, access, actuate, business analysis, c++, cmmi, coding, crystal report, customer relations, customer support, data modeling, database, databases, deployment, documenting requirements, etl, excel, extract, transform, and load, financial services, goal-oriented, java, life cycle, lotus notes, mac os, maintenance, microsoft visio, word, performance testing, portfolio management, powerpoint, presentation skills, problem solving, process modeling, project management, regression testing, remedy, sap, self-starter, software development, software development life cycle, structured software, systems analysis, test plan, test scripts, testing tools, windows 95, word, writing test, writing test cases.