Esther Anyaba
Houston,TX
Summary
- Certified ServiceNow professional with over 5+ years of experience as a ServiceNow Business Analyst.
- Experienced in the IT Service Management (ITSM), Human Resources Service Delivery (HRSD), and Customer Service Management (CSM) modules
- I have had the opportunity to work on various cross-functional projects that involve the integration and optimization of these modules to streamline business processes and enhance user experiences.
- Skilled in translating business requirements into technical solutions, streamlining processes, and ensuring the successful delivery of ServiceNow projects.
- Collaborate with stakeholders to understand and document customer needs and requirements.
- Translating business requirements into clear and concise user stories for ServiceNow platform implementation / enhancements.
- Extensive knowledge of Content Management System (CMS) within the ServiceNow platform.
- Proficient in managing various ServiceNow modules, including ITSM, Integration, CSM and HRSD.
- Facilitate and participate in implementation workshops to capture detailed business requirements.
- Engage with stakeholders to gather insights and ensure comprehensive documentation of needs.
- Ability to conduct thorough analysis, facilitate workshops, and provide strategic guidance enables me to deliver tailored ServiceNow solutions that align with organizational objectives, ensuring seamless adoption and maximizing business value.
- Excellent communication and interpersonal skills, with a proven track record of building relationships with stakeholders and end-users.
- Develop comprehensive training materials for end-users and stakeholders.
- Conduct training sessions to ensure effective adoption of ServiceNow features and functionalities.
- Translate user stories into detailed test cases for Quality Assurance (QA) and testing purposes.
- Collaborate with QA teams to ensure that testing activities align with business requirements and user expectations.
- Created design patterns & implementation plans for ServiceNow platform enhancements.
- Strong Knowledge of Project life cycle and SDLC methodologies including Waterfall and Agile Extensive experience in all phases of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC) including requirements gathering, risk analysis, project planning.
- Experienced with various ITSM processes such as Incident, Change, Problem, Service Catalog and Request Fulfillment within ServiceNow platform.
- Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ServiceNow BA/INFRA BA
Infosys Inc
06.2022 - Current
- Prepare Technical Design documents, including application architecture
- Provide clear documentation to guide development teams in implementing ServiceNow solutions
- Create user stories, test scenarios and test cases based on functional documents
- Handle general updates and configuration changes/requests to optimize ServiceNow performance
- Participate in HRSD Implementation
- Participate in sprints to plan and develop features for HRSD modules
- Work on creation/enhancement of HR Services, Lifecycle events, Record Producer, UI Policies, Client Scripts, Business Rules, flows, workflows, notifications, employee forms etc
- To meet business needs
- Track and develop enhancement logs for HR Services Delivery (HRSD) module
- Troubleshoot issues related to HR Services Delivery (HRSD) module
- Engage in requirement gathering and recommended best practices and solutions to support and maintain the HRSD application
- Collaborate with IT and business stakeholders to define and document service level agreements (SLAs) within ServiceNow, leading to a 20% reduction in response times for critical incidents
- Extensive troubleshooting experience with Incident, Change and Problem Lifecycle of ITSM
- Implement HR lifecycle cycle Event to automate the Onboarding and Other HR Process
- Customize email along with Email Scripts, Inbound/Outbound email Actions, events
- Lead the implementation of ServiceNow CSM module, resulting in a 20% increase in customer satisfaction scores
- Gather and analyze business requirements related to Customer Service Management module
- Design and implement solutions to streamline processes and improve customer experience
- Collaborate with cross-functional teams to ensure successful implementation of ServiceNow solutions
- Configure and customize ServiceNow platform to meet business needs, focusing on CSM module
- Conduct user acceptance testing (UAT) and provided training to end-users to ensure successful adoption of the ServiceNow CSM platform
- Implement customer feedback tools on the ServiceNow portal, leading to a 15% increase in customer engagement and feedback response rates
- Participate in daily SCRUM meetings, walkthrough sessions, and sprint retrospect review meetings
- Work closely with the team, exchanging knowledge and insights
- Gather business requirements and translate them into user stories, assisting in defining acceptance criteria
- Participate in story grooming sessions with the product owner
- Document functional requirements to enhance operational maturity within the ServiceNow platform
- Expertise in building ServiceNow Reports, Dashboards, and Homepages
- Create Reports and Dashboard based on data from Incident, Problem, Service Request, and Change records
- Create and Maintain foundation data - User Accounts, Approvers, SupportGroups, Sites, Production Categorizations, and Templates
- Load data into ServiceNow using Data source, Import Sets & Transform maps (CSV, XML, Excel).
ServiceNow Business Analyst
ALBERTSONS (Harris Consult)
05.2019 - 04.2022
- Successful implementation of ServiceNow ITSM modules, resulting in a 20% improvement in incident resolution times and a 15% increase in customer satisfaction scores
- Conducted end-user training sessions on ServiceNow ITSM functionalities, resulting in a 40% increase in user adoption and proficiency
- Provided training, managed the Update Sets, Organized UAT and pushed it to the Production instance
- Created Service Catalog (Request Item, Order guide and record producer) as per client requirements
- Conducted stakeholder interviews and facilitated workshops to understand business processes and identify areas for improvement
- Implemented localization (English & French) support for all developed UI features including Service Portal
- Collaborated with IT and business stakeholders to define and document service level agreements (SLAs) within ServiceNow, leading to a 20% reduction in response times for critical incidents
- Extended and automated IT Support by configuring email to case creation for multiple scenarios, thereby reducing time to completion of issues
- Hands on experience in configuring Incident Management, Problem Management, Change Management, Human Resources, Knowledge Management, Asset management, CMDB using ITIL processes
- Implemented and managed integration of ServiceNow with the company's service desk system using REST API
- Used Jira Version One for day-to-day tracking of projects and reports
- Collaborated with cross-functional teams to gather requirements and ensure seamless integration that met the needs of the organization
- Offer extensive expertise across all stages of the Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC), including requirements gathering, risk analysis, project planning, and QA testing
- Provided training and support to end-users and documented the integration process for future reference
- Created many standard workflows which are being re-used and propagated
- Conduct functional testing on solutions developed by the engineering team to verify their operational integrity
- Point of Contact for Customer, acts as the primary point of contact for customers, providing regular updates to stakeholders on the status of requests
- Facilitate all Agile ceremonies, encompassing Daily Stand-up meetings, sprint planning sessions, sprint retrospectives, sprint demos, and backlog grooming
- Documented business processes, functional requirements Conduct information flow analysis, process modeling within and across multiple business streams
- Maintained the integrity of the service-now tool across production and non-production environments
- Provided training on service-now process, operations, and capability to all required teams
- In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations
- Managed intake and requirements gathering for corporate wide ServiceNow instance
- Created Knowledge articles to document the steps in creating the catalog item.
Education
Bachelor of Arts - Business Administration
Lagos State University
Nigeria01-2009
Skills
- Effective team player
- MS Offices proficient
- ITSM Implementation
- SDLC and Agile Methodology
- ITIL Framework
- Visio
- CMDB/Implementation
- Resolution oriented
- ServiceNow Implementation
- Stakeholder Management
- ITBM
- Agile 20
- JIRA
- ITOM
- Scrum
- Test Cases
- Business Requirements
- User Acceptance Testing
- Requirements Gathering
- Decision-Making
- Supervision and leadership
Certification
- Certified Servicenow Administrator - CSA Certified
- CIS-HRSD CERTIFIED
References
References available upon request.
Timeline
ServiceNow BA/INFRA BA
Infosys Inc
06.2022 - Current
ServiceNow Business Analyst
ALBERTSONS (Harris Consult)
05.2019 - 04.2022
Bachelor of Arts - Business Administration
Lagos State University
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