Apotese Bikoumou
ServiceNow BA
Houston,Texas
Summary
Business Analyst with cognate experience in managing product and software development teams as a servant leader, ensuring that teams follow Agile practices and scrum framework values, work to increase team efficiency, and provide motivation and guidance for process improvement.
Overview
5
5
years of professional experience
2
2
Certification
Work History
Business Analyst
Bank Of America
Houston, Texas
02.2022 - Current
- · Developing use cases, workflows and requirements documentation using stories and scrum tasks in ServiceNow
- · Working with the ServiceNow team to deliver solutions across the organization
- · Raise service request with Oracle technical support and coordinate in speedy resolution of high prioritize issues
- · Maintains the integrity of the CMDB
- · Supporting and improving current solutions that solve business challenges and improve processes
- · Identifying opportunities to innovate, scale, extend and enhance service delivery where possible
- · Help Maintain the governance, policies and direction of the CMDB
- · Developing and implementing core processes including incident, problem, change, and request fulfillment, collaborating with process owners, business partners, and stakeholders
- · Supporting User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users
- · Gathering and documenting service requests requirements for new and transitioning existing requests to enterprise requests
- · Understanding the Oracle apps base tables, views & workflows for the troubleshooting and resolution of product issues.
- · Ensuring that service request requirements align to the client’s service request design guiding principle
- · Determining appropriate catalogue and categorization to place service request
- · Obtaining sign off on ready user stories from product owners
- · Documenting work in ServiceNow Agile application
- · Filling Report on progress, risks, issues, etc
ServiceNow Business Analyst
FICO
Houston, Texas
11.2019 - 12.2021
- Managed ITSM specific processes; catalogue optimization, catalogue recategorization and catalogue building after conducting a gap analysis. Hosted workshops to educate organization on updated features
- Promoted continuous process improvement practices for efficient operations
- Diagnosis of VMware performance and perform VMware performance tuning
- Participated in all agile ceremonies with the team (Daily Stand up, Sprint Planning, Sprint Retrospective, Backlog Grooming, Sprint Demo among others
- Performed Scrum Master roles to coordinate and track each team member work
- Coordinated and facilitated all sprint ceremonies to ensure the developers meet the sprint goals defined before and after every sprint
- Schedule and perform VMware
- Managed ITOM
- Worked effectively with Product Owner and Scrum Master to manage the product backlog and roadmap
- Undertook functional Testing to ensure that requirement is met
- Carried out UAT, functional, regression, and end to end testing whenever needed
Data Analyst
Macy’s
Houston, Texas
01.2017 - 10.2019
- Identified, analyzed and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
- Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
- Presented reports to clients and teammates regarding project progress and results.
- Utilized various professional statistical techniques and maintained large databases to collect and analyze data from partners and customers.
- Cleaned up and backed up data to maintain data integrity during extraction, manipulation and processing.
- Ran data analysis reports and distributed to management staff.
- Extracted, loaded and reconciled large amounts of data across Linux system platforms and sources to validate user-centric scenarios.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Coordinated statistical data analysis, design and information flow.
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Developed database objects, including tables, views and materialized views using SQL.
- Recommended data standardization and usage for protection of data integrity.
- Transformed project data requirements into project data models.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
- Identified and documented detailed business rules and use cases based on requirements analysis.
- Identified and documented project constraints, assumptions, business impacts, risks and scope exclusions.
- Documented business workflows for stakeholder review.
Program Manager
Clover Health Care
Auburn, ME
03.2014 - 12.2016
- Developed and maintained relationships with new and existing client base
- Ensured client satisfaction and developed new business opportunities within assigned territory and acts as a liaison of communication and coordination between the client, operations, and health care professionals
- Participated in regular interface meetings with other departments to assure effective information flow, provide program guidance and obtain program/contract status
- Followed-up on aftercare/recommendations for medical and clinical treatment
- Followed-up on programmatic recommendations
- Oversaw shift supervisors to ensure daily functions are carried out appropriately and according to program needs
- Served as a leader in the chain of command in Residence Manager's absence
- Served as supporting interface with Program manager to client
- Interfaced closely with client
- Ensured client satisfaction by delivering quality services and solutions
- Supported program manager in direction of program
- Worked with program manager to ensure identification and assignment of resources to each task or deliverable
- Helped develop and guided staff under the direction of the Program Manager
- Assisted in providing senior management and the clients with metrics to assess program performance
Education
MBA - Business Management Science
Imo State University
09.2020
Bachelor of Science - Business Management
Imo State University
08.2017
Skills
- Data profiling
- Use Cases
- Stakeholders’ Engagement
- Project Management
- Communication and presentation skills
- Analytical skills
- Problem-solving skills
- Mentoring
- Stakeholder management and engagement
- Proficient in Jira/Miro
- Dataiku
- QA and UAT Testing
- Microsoft Office
- ServiceNow Implementation
- ITOM
- ITSM
Certification
- ServiceNow Certified System Administrator (CSA
- Professional Scrum Master (PSM I)
Timeline
Business Analyst
Bank Of America
02.2022 - Current
ServiceNow Business Analyst
FICO
11.2019 - 12.2021
Data Analyst
Macy’s
01.2017 - 10.2019
Program Manager
Clover Health Care
03.2014 - 12.2016
MBA - Business Management Science
Imo State University
Bachelor of Science - Business Management
Imo State University
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