Neha Nadendla
Cary,NC
Summary
Dedicated and results-driven ServiceNow Business Analyst with extensive experience over 9 years in implementing and optimizing IT Service Management (ITSM), IT Business Management/Project portfolio management (ITBM/PPM), and Governance, Risk, and Compliance (GRC) processes. Adept at collaborating with cross-functional teams to analyze business requirements and translate them into effective ServiceNow solutions. Seeking to contribute expertise in driving operational efficiency and compliance through ServiceNow implementations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead ServiceNow BA
Allianz Life Insurance Company of North America
01.2024 - Current
- Designed the Idea and demand intake experience by incorporating feedback from end users and project managers to support consistent portfolio-level initiation.
- Led working sessions with PM teams to define demand forms and approval flows, ensuring alignment with how initiatives are evaluated and approved within the portfolio.
- Updated SPM notification logic, including content, triggers, and delivery frequency, based on stakeholder discussions to improve visibility and reduce unnecessary alerts.
- Ran multiple requirements grooming sessions to document and validate end-to-end workflows across idea intake, demand evaluation, and project execution.
- Identified and updated key SPM system properties to enable accurate Gantt timelines, reporting views, and project tracking dashboards for project managers.
- Configured resource management to support effective resource allocation, assignment tracking, and utilization visibility across portfolios.
- Partnered with ITSM teams to ensure dependencies and data alignment including integrating the incidents with stories etc; were identified for a future roadmap.
Lead ServiceNow Business Analyst
Comcast
09.2022 - 12.2024
- Worked closely with cybersecurity teams to automate workflows, improving efficiency in response times.
- Collected requirements to design custom workflows for teams using Excel and Outlook, optimizing their processes.
- Authored over 100+ user stories that successfully went through development with minimal production support or post-deployment enhancements.
- Developed requirement decks to document key discussions, ensuring timely project delivery and customer satisfaction.
- Facilitated discussions to implement compensating controls across multiple processes for integration with the policy exception request process. This was a particularly challenging task, as it involved coordinating efforts across several teams.
- Created a crawl, walk, run roadmap for configuration compliance to ensure the module is developed for optimal usage.
- Collaborated with the product team to redesign the cybersecurity portal pages, enhancing the overall user experience.
- Created reports for customers to identify areas where workflows typically experience delays.
Lead ServiceNow Business Analyst/Release train engineer (RTE)
MetLife
05.2019 - 09.2022
- Led the implementation of new problem management in ServiceNow to include root cause analysis, known error documentation etc; resulting in a 20% increase in incident-problem resolution efficiency.
- Implemented Virtual agent with NLU (Natural language understanding) on service portal to help service desk team achieve better response times.
- Collaborated with stakeholders to gather and document business requirements for ITSM processes (Incident, Problem, Change, Knowledge, CMDB, Asset, and Service Desk management). Conducted thorough analysis of existing workflows, identified areas for improvement, and implemented solutions to enhance operational efficiency.
- Developed and maintained comprehensive documentation for ServiceNow configurations, workflows, and customizations to help production support team resolve incidents effectively.
- Worked closely with process owners to define Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT service delivery and built reports and notifications to help follow up with teams as needed.
- Provided end-user training and support, ensuring smooth adoption of ServiceNow solutions and features. Hosted and presented new features of ServiceNow with each release and gathered feedback on features process owners liked to implement.
- Conducted PI planning sessions to prioritize and plan work for ITSM processes. As an RTE, I hosted the PI planning sessions. Used variety of tools to make the sessions fun and intuitive.
Lead ServiceNow Developer
WakeMed Health and Hospitals
03.2017 - 05.2019
- Conducted business process analysis to identify gaps and recommend improvements in ITSM workflows.
- Worked closely with clients to define SLAs and KPIs for IT service delivery.
- Implemented and configured ServiceNow Incident, Problem, Change, and Request Fulfillment modules based on client requirements.
- Facilitated workshops and training sessions to educate users on best practices and new OOB features in ServiceNow.
ServiceNow Developer
Blooming Brands
06.2016 - 12.2016
- Collaborated with process owners to develop workflows, implement the workflows in ServiceNow, and administer tools.
- Worked on modules such as Incident Management, Change Management, Problem Management, Service Catalog, User Administration, Reporting, and Discovery.
- Implemented, customized, and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB.
- Involved in integrating ServiceNow with SolarWinds.
- Managed data import/export using import sets and transform maps, including auto-import of data into ServiceNow.
- Created custom wizards to cater to departmental needs and configured Service Level Agreements (SLAs).
- Redesigned notification templates using HTML and CSS.
Education
Bachelor of Science - Electronics and Communications
PES University
Bangalore, India01.2013
Skills
- ServiceNow ITSM & GRC Modules
- Business Process Analysis
- Requirement Gathering & Documentation
- Workflow Customization & Automation
- Stakeholder Collaboration
- Incident, Problem, Change, Knowledge, CMDB, Asset Management, and Request Fulfillment
- GRC Policy & Risk Management
- Project Portfolio Management (PPM), Demand, Stories, Idea Management
- Training & End-User Support
- ServiceNow Reporting & Dashboards
- ServiceNow (ITSM, ITBM, GRC, Virtual Agent, Reporting, Dashboards)
- Programming & Scripting (JavaScript, HTML, CSS)
- Integration Tools (REST, SOAP, SolarWinds)
- Agile Methodologies (Scrum, SAFe)
Certification
- ServiceNow Certified Administrator
- SAFe Agile Certified
Timeline
Lead ServiceNow BA
Allianz Life Insurance Company of North America
01.2024 - Current
Lead ServiceNow Business Analyst
Comcast
09.2022 - 12.2024
Lead ServiceNow Business Analyst/Release train engineer (RTE)
MetLife
05.2019 - 09.2022
Lead ServiceNow Developer
WakeMed Health and Hospitals
03.2017 - 05.2019
ServiceNow Developer
Blooming Brands
06.2016 - 12.2016
Bachelor of Science - Electronics and Communications
PES University