Arpitha Katikaneni
Senior Business Analyst - ServiceNow Certified System Administrator
Spring Hill,TN
Summary
Experienced Business Analyst with 6+ years in ServiceNow implementation and Requirement Gathering. Skilled in serving as a liaison for stakeholders to improve business operations. Strong understanding of IT Service Management (ITSM) and ITIL processes. Proficient in translating business requirements into documents and process flow diagrams. Managed ServiceNow applications like Service Catalog, Incident Management, and Reporting. Experienced in creating Dashboards and Reports for team analysis. Hands-on experience in ServiceNow admin activities. Self-motivated with strong communication skills.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
ServiceNow Business Analyst
One Communications Guyana
Spring Hill, Tennessee
04.2024 - Current
- In the BSS project, we implemented Order Management and Incident Management modules in ServiceNow to support Fixed Wireless, Fibre, Wireline, and DSL products. The core objective was to capture order/service data from DUI/C1CV systems and create corresponding records in the ServiceNow Order table. The project included the integration of multiple external systems using the 622 TMF API, along with REST and SOAP APIs, to ensure seamless communication between C1CV, ServiceNow, Oracle Field Services, Packetware, CPE Manager, and other platforms. Order Management supported processes for New Service Acquisitions, New Customer Acquisitions, and MACD (Move, Add, Change, Delete) operations across all product lines.
- Additionally, for any issues in the existing orders or services, we implemented a ticket system using our Incident Management module. For this implementation, we received data from the Salesforce case table with the same spoke and created incident records in ServiceNow to enable the fixing of the issues along with tracking the issue trends.
- Participated in the initial sales process, by working with different teams – Technical and Account teams on SOWs and responses to Request for Proposal document.
- Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow. Also, proposed a number of design suggestions to meet customer requirements on a regular basis.
- Created high-level design documents for all requirements covered in the implementation and created detailed process flow diagrams for all the products and the MACD processes along with Error handling scenarios.
- Participated in requirement gathering sessions to build Learning Management (Custom built) applications/modules on ServiceNow and continually work with the team to intake new requests to enhance and fix defects for the application.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Tested every flow for new, change, move, suspend, resume, disconnect order for all the products (Fibre, Fixed Wireless, Wireline).
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Partnered with the ServiceNow Application Architect and development team to design optimal technical solutions that meet functional and performance requirements.
- Led customer-facing demonstrations to showcase new product features and implemented ServiceNow functionalities, driving stakeholder alignment and satisfaction.
ServiceNow Business Process Consultant
ATN International, Inc.
Springhill, Tennessee
01.2024 - 01.2025
- In the Brava project, we implemented Order Management for 13 distinct products across four ATNi subsidiaries: Viya, Logic, OneComm, and GTT. The primary objective was to capture service/order data from ServiceNow Catalog forms and create corresponding records in the ServiceNow Order table. The project included the design and automation of Order Management workflows for New Orders, Change Orders, and Cancel Orders, streamlining order processing and lifecycle management. This end-to-end solution leveraged ServiceNow's Order Management module to manage the complete lifecycle of service orders, including Order Capture, Order Orchestration, and Order Fulfillment.
- Participated in the initial sales process, by working with different teams – Technical and Account teams on SOWs and responses to Request for Proposal document.
- Single handedly worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
- Created high-level design documents for all the 13 products and for each of the 4 companies and created detailed process flow diagrams for all different order actions using LUCID Chart to help the development team.
- Participated in the change management process and presented proposed changes during change advisory board (CAB) meetings to client leadership.
- Participated in requirement gathering sessions to build Learning Management (Custom built) applications/modules on ServiceNow and continually work with the team to intake new requests to enhance and fix defects for the application.
- Documented full requirements for ServiceNow catalog items, including form layouts, fields, and approval workflows.
- Collaborated with ServiceNow Application Architects and developers to define optimal technical solutions aligned with business needs.
- Performed testing in pre-production environments to ensure solutions meet specified requirements and quality standards.
- Collaborated with cross-functional teams to facilitate seamless change management initiatives.
- Managed incoming service catalog requests, including creation, modification, and enhancement of catalog items.
- Lead efforts to implement a continuous improvement lifecycle for catalog review and optimization.
- Supported the growth and scalability of the ServiceNow platform by contributing to the deployment of additional modules and functionalities.
- Assisted in platform upgrade projects, including end-to-end testing and validation of new releases.
- Designed and configured Service Orders using Order Management, ensuring efficient tracking and fulfillment of customer requests.
- Implemented Order Management and designed workflows for New Orders, Change Orders, and Cancel Orders, automating order processing and lifecycle management.
- Implemented notifications to ensure that the appropriate stakeholders are informed at each stage of the order lifecycle.
- Sent automated notifications to Fulfillment Groups whenever orders were created in ServiceNow from Salesforce, improving response times and efficiency.
Service-Now Business Process Consultant
Guyana Telephone and Telegraph Company
Springhill, Tennessee
12.2022 - 12.2023
- In the Fixed Wireless Asset (FWA) project, we implemented Order Management and Incident Management modules for the Fixed Wireless Voice and ‘Voice and Data’ products. The scope of the project is to get the orders/services data from RPA and create records in the order table. In this project, we integrated multiple external applications through Salesforce Spokes, REST, and SOAP APIs to manage End-to-End processes through ServiceNow. Additionally, for any issues in the existing orders or services, we implemented a ticket system using our Incident Management module. For this implementation, we received data from the Salesforce case table with the same spoke and created incident records in ServiceNow to enable the fixing of the issues along with tracking the issue trends.
- Participated in the initial sales process, by working with different teams – Technical and Account teams on SOWs and responses to Request for Proposal document.
- Single handedly worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow. Also, proposed a number of design suggestions to meet customer requirements on a regular basis.
- Created high-level design documents for all requirements covered in the implementation and created six detailed process flow diagrams using Microsoft Visio to help the development team to quickly create low-level design documents.
- Lead daily scrum meetings, Sprint Planning, and Sprint Retrospective meetings and reported on any showstoppers for the ServiceNow team to project leadership and business stakeholders on a regular basis.
- Meet with the team for Sprint retrospective meetings to discuss lessons learned from the last cycle and what could be done better during the next cycle.
- Created Projects, Epics, and Stories in Jira, and Agile 2.0 to drive Requirements through different stages of development.
- Participated in the change management process and presented proposed changes during change advisory board (CAB) meetings to client leadership.
- Participated in requirement gathering sessions to build Learning Management (Custom built) applications/modules on ServiceNow and continually work with the team to intake new requests to enhance and fix defects for the application.
- Working Knowledge and ability to strategize on the Service portal and drive ITOM (IT Operations Management) tool integrations with ServiceNow.
Service-Now Business Analyst
Alaska Communications Systems
Springhill, Tennessee
03.2022 - 12.2022
- In this project, we implemented Order Management and Incident Management modules. As part of the project, we got the orders/services data from Salesforce using Salesforce spoke and created records in the order table. We performed all end-to-end processes in ServiceNow by integrating external applications to send notifications to technicians, provision the services for the customers, Notify customers, and leverage 3rd party payment gateway (Vindicia) for payments. Additionally, for any issues in the existing orders or services, we implemented a ticket system using our Incident Management module. For this implementation, we received data from the Salesforce case table with the same spoke and created incident records in ServiceNow to enable the fixing of the issues along with tracking the issue trends.
- Performed requirement gathering for enhancements and improved functionalities.
- Collaborated with internal teams and drove communications regarding system enhancements, implementations, and related business processes.
- Maintained interactions with stakeholders and development teams to ensure that functional requirements are defined.
- Performed testing of newly developed enhancements or workflows prior to releasing them to the customer.
- Managed users, groups and roles, and functionality implementation.
- Created fields, forms, and views, and managed them for different users.
- Configuring Salesforce Spoke and other third-party integrations.
- Worked on the flow designers for integrations and the entire business flow.
Service Now Business Analyst
ATN International, Inc.
Springhill, Tennessee
05.2022 - 10.2022
- Auvik Integration, Datto & Recursive Integration & Rapid 7 Integration
- Worked closely with different stakeholders on different projects and enhancements work on the ServiceNow platform to define and gather business requirements for different process areas and platform improvement.
- Meet weekly with the Account team to prioritize stories in the Product backlog and schedule subsequent calls to groom enhancement requests that might need more content work before its ready to be intake into the next Sprint/Release cycle.
- Work with the stakeholders on PPV – Postproduction Validation and obtain a final sign-off on the enhancements before the development stories are closed out and create a defect if any bugs are identified at this point.
- Created Projects, Epics, and Stories in Agile 2.0 to drive Requirements through different stages of development.
- Engage stakeholders across the organization in elicitation and requirements-gathering sessions for application development and new enhancement intake.
- Worked with the different stakeholders on UAT to demo new enhancements and obtain a sign-off for such enhancements before they are promoted to Production.
- Participated in regression testing for ServiceNow Rome to Tokyo upgrade projects.
Service-Now Business Analyst
Optum
Mount Juliet, Tennessee
01.2019 - 01.2022
- Performed requirement gathering for enhancements and improved functionalities.
- Gathering Requirements from client and creating catalog Items with Variables and Variable sets.
- Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.
- Verified finished tasks moving from one environment to another environment by using Update sets.
- Performed Service Catalog/Change/Incident/Service Level Management Implementation.
- Create, modify and publish Workflows for multiple applications based on requirement.
- Created multiple Reports and Dashboards.
- Expertise in creating and maintaining Access Control Rules for securing and providing the right access to the right person/role.
- Worked on Inbound Email Actions and made changes to records in the target table as per Business needs.
- Create Groups and Roles are required for the applications so as to provide required access to the users.
- Completed the processes to import different formats of data (CSV, XML, and Excel) into ServiceNow.
- Created Transform maps for importing data.
- Experience in designing, developing administering ITSM suite of applications.
QA Tester
Progressive Media Pvt Ltd
Hyderabad, Telangana
10.2010 - 02.2013
- Analyzing requirements and preparing a query list based on those requirements.
- Writing and executing test cases to detect usability and performance issues.
- Familiarity with writing test documentation, requirements review and creating bug reports.
- Documented the requirements into Requirement Doc. and listed out details of functionality for the system in the Functional Spec.
- Had weekly interaction with the line of business and product owners and provided briefings on project progress and updates.
- Participated in daily stand-up meetings and provided feedback on the project status and deliverables.
- Assisted in writing and executing the test cases based on the functional requirement document with the help of MS Office tools.
- Participated in user acceptance testing and provided valuable feedback.
- Created training manuals, help manuals, and user guides to enable the smooth deployment of applications.
Business Coordinator
Picasso Digital Media Pvt Ltd
Hyderabad, Telangana
01.2009 - 09.2010
- Sent Collection and Sales reports daily to my regional office & Head office.
- Sent monthly reports to the Head office.
- Worked on ERP-Online reports.
- Coordinated with students/parents & Staff regarding Academics & functionalities.
- Monitored and followed up of works related to Admit.
- Responsible for ensuring the smooth functioning of the organization.
Education
Bachelor of Technology - Instrumentation and Control Engineering
Jawaharlal Nehru Technological University
Hyderabad 05.2004 - 06.2008
Skills
Problem-solving
Requirements gathering
Analytical thinking
Project management
Business process improvement
Stakeholder management
Gap analysis
Business process mapping
Certification
Agile and Test Management 2.0 Implementation, Automated Testing Framework (ATF), Performance Analytics, ServiceNow Certified System Administrator
Timeline
ServiceNow Business Analyst
One Communications Guyana
04.2024 - Current
ServiceNow Business Process Consultant
ATN International, Inc.
01.2024 - 01.2025
Service-Now Business Process Consultant
Guyana Telephone and Telegraph Company
12.2022 - 12.2023
Service Now Business Analyst
ATN International, Inc.
05.2022 - 10.2022
Service-Now Business Analyst
Alaska Communications Systems
03.2022 - 12.2022
Service-Now Business Analyst
Optum
01.2019 - 01.2022
QA Tester
Progressive Media Pvt Ltd
10.2010 - 02.2013
Business Coordinator
Picasso Digital Media Pvt Ltd
01.2009 - 09.2010
Bachelor of Technology - Instrumentation and Control Engineering
Jawaharlal Nehru Technological University
05.2004 - 06.2008
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