Shamkong L Umaru
Houston,Texas
Summary
ServiceNow Business Analyst with proficiency in IT Service Management and ITIL best practices to drive business needs. My gained expertise includes Service Catalog, Request Fulfillment, Incident Management, Problem Management, SLM, Change Management, Ideas, Demand, Service Asset & Configuration Management, and CMDB and performs requirement gathering from internal and external Stakeholders for service enhancement and continuous service improvement. Excellent use of mock-ups, Unified Modeling Language, use cases, process scenarios, and workflow analysis.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Business Analyst Intern
Technic Business Solutions
06.2021 - 08.2021
- Leading requirement discussions to document, analyze, and translate functional business requirements into business specifications, use cases, business process diagrams, and workflows.
- Designed Excel spreadsheet to estimate costs of future custom projects for clients.
- Gathered and documented requirements for projects.
- Work with stakeholder to Creat Report and dashboard
- Participate in Sprint Review, Sprint Retrospective, Daily scrum meetings, etc. meeting, and document them properly for future aspects which can help the team
- Work with business owner and other stakeholders to develop and document change request and user stories
ServiceNow Business Analyst Intern
Lakorok Enteprise
05.2020 - 08.2020
- Collaborate with Process owners, and cross-functional teams to gather Reporting requirements to be implemented in ServiceNow.
- Create Test Script, perform testing and demo testing in a UAT environment to meet the Stakeholder's needs.
- Managed over 1500 Service Catalog items project into the appropriate category classification with the right workflow and approvals in the request fulfillment process
Customer Service Representative
Walmart
01.2018 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolving Customer issue and meeting their needs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Bachelor of Arts - Management Information Systems
Irvine Valley College
Irvine, CA01.2023
Skills
- Experience with ITSM Tools
- User Acceptance Testing (UAT)
- Working with Stakeholders, Gathering Requirement &Translating into user stories
- Creating report and dashboard
- Ability to work in and adapt quickly to either a team or individual environment to meet deliverable requirements or schedules
- High quality of written and verbal communication skills,
Certification
ITILV4 Certification Foundation
Scrum Master
Timeline
Business Analyst Intern
Technic Business Solutions
06.2021 - 08.2021
ServiceNow Business Analyst Intern
Lakorok Enteprise
05.2020 - 08.2020
Customer Service Representative
Walmart
01.2018 - 01.2019
Bachelor of Arts - Management Information Systems
Irvine Valley College
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