Sathya Prabha Sasikumar
Sugarland,Tx
Summary
Detail-oriented and skilled CSA Certified ServiceNow Business analyst with around 10 years of experience. With a proven track record of designing, implementing, and optimizing ServiceNow solutions to streamline business processes and drive operational efficiency. Experienced in customizing ServiceNow applications, configuring workflows, and providing top-notch technical support to end-users. Experience configuring, designing, and troubleshooting applications in the ServiceNow suite. Good understanding of ITSM and CMDB, as well as various modules including Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, Service Catalog and User Administration. Experienced with Business Rules, Flow Designer, UI Actions, scheduled jobs, and notifications. Experience working in JIRA and ADO. Worked with java scripts, actions, business rules, client scripts, UI pages, UI actions, Workflows, Flows, ACLs in building the application customizations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Analyst/Project Engineer
CAF USA
01.2017 - 05.2020
- Led migration from Remedy and Excel tools to ServiceNow for ITSM processes including Incident, Problem, and Change Management, improving efficiency and transparency.
- Collaborated with business stakeholders to gather, document, and translate business requirements into functional specifications and user stories for Agile teams.
- Worked across ITSM, ITOM, CSM, and HRSD modules, managing updates, testing, and release validation.
- Defined acceptance criteria and coordinated User Acceptance Testing (UAT), ensuring solution quality and alignment with business goals.
- Created and maintained process flows, BRDs, FRDs, reports, and dashboards to track system performance and service metrics.
- Partnered with ServiceNow developers to configure workflows, Flow Designer, Business Rules, and UI Actions.
- Participated in daily stand-ups, sprint planning, reviews, and retrospectives as part of the Agile process.
- Supported onboarding of clients to ITSM systems and ensured timely delivery of service requests and changes.
- Creating ServiceNow reports and dashboards.
- Provide input on processes, procedures, or new approaches.
- Worked as part of Agile team to solve problems and deliver projects in a fast- paced environment.
- Collect, review, analyze, manage, backlogs (user stories & defects) from process owners and Service owners
- Translating the business requirements into user stories, Features, Epics in ADO.
Business Analyst
Value Consulting
10.2010 - 12.2011
- Collaborated with business users for test script creation, review, and UAT signoff, utilizing defect management tools like HP Quality Center.
- Implemented IT Service Management (ITSM) best practices and policies to improve overall efficiency and performance of IT services.
- Led a team to successfully deploy a new IT service management tool, improving overall service delivery efficiency by 15%
- Contributed to creating service reports and dashboards for performance tracking and SLA compliance.
System Engineer
ALSTOM
04.2005 - 04.2009
- While working with Alstom travelled to Saint Ouen Paris France, Charleroi Belgium and Utrecht Netherlands for Business requirement gathering and Knowledge acquisition for different projects for the railway Industry. Back in India, provided knowledge transition and managed a team and also helped in the implementation.
- Gathered business requirements, conducted testing, and quality checks for railway signaling projects.
- Developed and maintained service level agreements (SLAs) with vendors, ensuring compliance and cost savings for the organization
- Worked on various railway projects in Europe and Asia, including Betuwe route in the Netherlands/Belgium and Delhi Metro Rail Corporation in India
Intern
United Telecom
08.2004 - 04.2005
- Assisted in testing and documentation activities related to telecom system integration
Education
Bachelor of Engineering - Electronics and Communication Engineering
Siddaganga Institute of Technology
08.2004
RiseUp With ServiceNow - CSA
ServiceNow University
04.2024
Skills
- ServiceNow Administration & Configuration
- Agile/Scrum Methodology
- Business Process Analysis & Workflow Automation
- Requirement Gathering & Documentation (BRD, FRD, User Stories)
- Flow Designer, IntegrationHub, JavaScript
- ITSM, ITOM, HRSD, and CSM Modules
- CMDB & Service Catalog Management
- Process Mapping & UAT Coordination
- Project Management
- Stakeholder Management & Communication
Certification
- ServiceNow Certified System Administrator | April 2024
- Micro-Certification - Flow Designer | March 2024
- Micro-Certification - Welcome to ServiceNow
Timeline
Business Analyst/Project Engineer
CAF USA
01.2017 - 05.2020
Business Analyst
Value Consulting
10.2010 - 12.2011
System Engineer
ALSTOM
04.2005 - 04.2009
Intern
United Telecom
08.2004 - 04.2005
Bachelor of Engineering - Electronics and Communication Engineering
Siddaganga Institute of Technology
RiseUp With ServiceNow - CSA
ServiceNow University
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