Fidel Metus

• Facilitate requirements gathering workshops, stakeholder meetings, and user story writing sessions to capture business needs and priorities.
• Write clear and well-structured business requirements/documents and communicate and validate requirements with relevant stakeholders.
• Translate business requirements into clear and concise user stories, acceptance criteria, and sprint backlog items.
• Led discovery and requirement-gathering sessions with key stakeholders for ServiceNow ITSM, documenting 50+ functional and non-functional requirements.
• Translated complex business processes into user stories and acceptance criteria using Agile methodology in JIRA and ServiceNow Agile Development.
• Designed workflows and forms for Incident, Change, Request Management, and CMDB setup aligned with ITIL best practices.
• Collaborated with developers to configure catalog items, business rules, and UI policies, reducing request fulfillment time by 30%.
• Created process documentation, test cases, and conducted UAT sessions with business users to validate system behavior.
• Coordinated with ServiceNow developers to test and validate catalog items and record producers.
• Participated in sprint planning meetings and daily stand-ups, ensuring timely delivery of project tasks.
• Monitor project progress, identify, and mitigate risks, and communicate project status to stakeholders.

. Engage with stakeholders to understand their business needs and translate them into detailed technical requirements that are aligned with internal policies as well as industry best practices.

· Configure ServiceNow Service Catalog items and record producers, streamlining request fulfillment by 30%

· Supported a ServiceNow upgrade, ensuring zero downtime and full functionality across board.

· Conducted gap analysis and recommended solutions, resulting in a 20% reduction in manual ticket handling.

· Created mapping documents to detail the integration between ServiceNow and other systems such as Salesforce and SAP.

. Collaborate with cross-functional teams to design, develop, and implement ServiceNow solutions.

· Responsible for creating training documentation and leading training demo sessions.

. Identify reports, SLAs, and KPIs to measure performance and timeliness.
. Possess an understanding of available business rules, triggers, criteria, and actions to construct workflow automation effectively.

• Collaborated with cross-functional teams to elicit and document comprehensive business requirements for IT Service Management (ITSM) solutions, ensuring alignment with client needs and system capabilities.

• Led the analysis of business processes, identifying and recommending enhancements and automation opportunities to optimize service delivery and implementation efficiency.

• Coordinated with Process Owners to articulate user stories and acceptance criteria, facilitating a range of

• Participated in Agile ceremonies, including backlog grooming, sprint planning, and retrospectives to drive continuous product improvement.

• Created the user stories as deliverables from the requirements gathering sessions with subject matter experts and other relevant stakeholders.

• Led the workshops for the implementation of a new enhancement intake process.

Participated in design, test and service integration solution within the ServiceNow platform.