Summary
Overview
Work History
Education
Skills
Certification
Work Preference
Timeline
Generic

Stanley Chukwu

Business Analyst
Richmond,TX

Summary

An experience ServiceNow business analyst with six years of experience in analyzing business needs, designing, and implementing ServiceNow solutions, supporting clients, and streamlining their operations using ITIL best practices to drive efficient solutions and boost productivity through the deployment and upgrades of ServiceNow. A systems analyst who has assisted stakeholders in the analysis of business procedures and issues, evaluation of system-related needs, and translation of those needs into business-value generating solutions. I have assisted business stakeholders and process owners drive requirements sessions and documentations around processes for service enhancement and continuous service improvement using agile methodology such as Service Catalog, Request Fulfillment, Incident, Problem, SLA, Change, Knowledge Management, Service Portal, HRSD etc.

Overview

13
13
years of professional experience
1
1
Certification

Work History

ServiceNow Business Analyst

Capgemini
Richmond, Tx
09.2022 - Current
  • Partner with Product Owner(s) as a primary point of contact for system related questions and requirements, with ability to guide and escalate across product delivery team(s) as necessary
  • Contributed to the continuous improvement of ServiceNow processes and procedures, identifying opportunities for automation and optimization
  • Responsible for facilitating scrum ceremonies like daily stand ups, backlog grooming, sprint planning, sprint demo and retrospective meetings
  • Serve as Scrum Master, supporting user story creation, sprint planning, and overseeing the tasks of the development team
  • Worked with internal and external customers to gather the business requirements and transform them into user stories
  • Worked with the team to select or create appropriate scenarios to test all results to determine whether system changes met project specifications & use scenarios to assist the end user in acceptance test
  • Experience in providing ServiceNow solutions by managing a variety of internal and external stakeholders using Agile Framework
  • Guide business to determine appropriate catalog categorization and naming conventions
  • Gather and document service requests requirements for new and transitioning existing requests to enterprise requests
  • Assisting with business-facing discovery workshops and collaborating closely with enterprise architects to define user requirements
  • Responsible for writing Demands, Enhancements, User stories, Test cases for UAT using in ServiceNow
  • Collaborated with stakeholders to gather and analyze business requirements, translating them into functional specifications for ServiceNow solutions
  • Worked closely with cross-functional teams, including developers and system administrators, to deliver successful ServiceNow projects within scope and budget
  • Execute the reporting / dashboard solution development plan, resolves, or escalates problems timely
  • Facilitates design sessions on items of moderate complexity, lead and review the development of design specs and configuration iterations, participating in the solution and validating/approving prior to deployment
  • Assisting Delivery teams to rectify issues and improve service delivered to the customers against ServiceNow Platform
  • Proactively identify opportunities for improvement, automation, optimization or quality improvements
  • Conduct UAT kick-off meetings, and UAT testing
  • Prepare training materials and train users on new features and functionalities on ServiceNow
  • Provide Post Release production support to various stake holders
  • Provided ongoing support and maintenance for ServiceNow applications, troubleshooting issues and implementing enhancements as needed
  • Developed and executed test plans, by identifying and resolving any issues to ensure high-quality deliverables
  • Write user stories, gathered requirement for modification and enhancement of ongoing project
  • Liaised between IT and business owners to gather and validate requirement on different levels of projects.

ServiceNow Business Analyst

Cognizant
Richmond, Tx
10.2021 - 08.2022
  • Collaborate with client HR stakeholders to ensure HRSD solutions align with the overall organizational strategy
  • Assists in gathering core configuration requirements, translate these into design model and manage the overall implementation process in cooperation with developers
  • Captures customer’s and service providers’ requirements into stories, helps to solution the approach, and manage the overall implementation process in cooperation with developers
  • Support and create any necessary project documentation that relates to evidencing requirements
  • Participates in design, test and transition of Service Management and Service Integration Solutions within ServiceNow Platform
  • Performs thorough data analysis to provide requirements for developers enabling configuration and customization
  • Participate in planning initiatives, feasibility studies, cost/benefit analysis, and new systems design
  • Collaborate closely with client HR business units to understand and document their needs, processes, and workflows
  • Develop procedures, manuals, and other documentation for the systems developed based on the requirements gathered
  • Work as a liaison between cognizant technical development teams and client business stakeholders to ensure clear communication and understanding
  • Analyze and understand client HRSD processes within their organization, identifying areas where ServiceNow HR Service Delivery can be leveraged for process improvement
  • Collaborate with client HR teams and other stakeholders to gather business requirements for HRSD processes and provide expert guidance on best practices
  • Collaborate efficiently with business stakeholders, comprehend their requirements, and maintain transparent communication throughout the project lifecycle
  • Identify gaps in HR service delivery processes and offer strategic recommendations for improvement initiatives
  • Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
  • Collaborate and contribute to the creation, deployment, and maintenance of process best practices and standards
  • Ensure process-related deliverables to clients are complete, consistent, high quality, timely, and deliver intended outcomes
  • Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommend solutions that detail pros, cons, and risks
  • Create thorough documentation e.g., job aids and training material to aid the implementation and continuous utilization of HRSD solutions
  • Story Development: Create high quality detailed stories that reflect translate the business needs into technical details for ServiceNow development team
  • Assist the development team in Unit testing
  • Coordinate with both client & development team to make sure requirements are clarified and signed off
  • Analyzed business requirement and segregate them into use cases
  • Work with the QA team to prepare test scenarios and data.

ServiceNow Business Analyst

Nasa
Houston, Tx
05.2020 - 09.2021

Business Analyst

Examinetics
, Kansas
07.2017 - 05.2020
  • In Agile setup, by playing an active role in the Scrum Management process (Standup, sprint planning, sprint review, retrospective, demo, lesson learned and resolving roadblocks)
  • Translate the business requirements into user stories, creating UML along with Acceptance criteria validation from Stakeholders
  • Determine a project’s requirements by extracting them from business or government policies, as well as from current and future users, through interaction and research
  • Provide thought leadership in one of the functional areas, handle queries and competency building in respective functional area
  • At regular intervals in the project life cycle, safeguard and protect the business and user’s needs by verifying functionality, accuracy and completeness of the requirements against the original documents
  • Safeguarding minimizes risk by ensuring requirements are being met before investing further in system development
  • Translate business requirements in the form of user-stories into application specifications
  • Partner with internal customers, members of the ServiceNow team and external implementation partners to define, test, document, and rollout enhancements, fixes, and configuration changes
  • Prepare and present business requirement document (BRD) and functional requirement document (FRD) to the stakeholders
  • Ability to provide technical assistance and troubleshooting by effectively responding to inquiries
  • Support in providing analysis, documentation, and reports in support of IT operation and ITIL best practices
  • Track and report on the development team’s progress
  • Help consolidate various catalog forms, by reviewing different catalog items and their owners and combining most of them
  • Elicit, analyze, communicate and validate requirements for business processes , accurately translating them into functional and technical requirements for the development team
  • Facilitate sprint planning, prioritization, and grooming meetings
  • Manage UAT and Defect remediation process
  • Worked with business in rationalizing all the tiles in CSM portal
  • Ability to provide technical assistance and troubleshooting by effectively responding to inquiries
  • Work individually and within a team setting to deliver requirements on time and within scope
  • Elicit, analyze, communicate, and validate requirements for business processes, accurately translating them into functional and technical requirements for the development team
  • Provide detailed documentation surrounding requirements and work with the development team and QA team
  • Gathered stakeholder requirements and communicated business needs with technical details to developers and architects
  • Assist in formalizing action plans and workflows to achieve specific business goals and improve overall processes
  • CONTINUED>, Collaborate with the ServiceNow Developers to ensure solutions are technically feasible
  • Wrote and reviewed user stories, use cases and create process workflows
  • Engage and work closely with the QA testing team to test the development work done by the development team
  • Worked on enhancing service catalog, self-service portal Provide guidance and input to stakeholders and leaders on ITSM best practices
  • Applied Agile methodology to elicit requirements and process flows for customers using interviews, document analysis, requirements workshops, surveys, business process reviews, and task and workflow analysis
  • Create training plan and documents as well as lead training sessions for users
  • Participated in process improvement workshops to standardize ITIL process and best practices across the organization
  • Decompose business problems quickly and determine the root cause and provide solution alternatives
  • Develop stories and groom backlogs
  • CONTINUED

Queue Manager

National Oilwell Varco
Houston, Tx
03.2014 - 06.2017
  • Discuss with TL/Shift lead to act against bouncing tickets
  • Monitor the queues and assign the incidents before missing Response time SLA
  • Assign Tickets to respective Support Engineer according to required skills sets
  • Follow up with engineer /Help Desk for closing the tickets of those are going to be SLA breached
  • Assigned the tickets which are out of scope to Service Desk/Other Teams
  • Responsible for daily report on incidents/change/problem tickets and SLA status
  • Change schedule reminder to respective change assignee
  • Handover to next queue manager after each shift to ensure smooth operation
  • Write Summary report on all Major incidents.

Help Desk Support

Sunlight Resources Limited, Lagos Nig
03.2011 - 02.2014
  • Diagnose, trouble shoot and resolve a range of software, hardware connectivity issues
  • Help user’s backup/retrieve data
  • Manage and assign tickets through ServiceNow and Remedy system
  • Experience in using central administration to administer Microsoft office applications, services, permissions, and features
  • Provide a real-time technical support for clients in person and over the phone.

Education

BSc - Mass Communication

Institute of Management and Technology
November 2009

Skills

  • Knowledge of the ServiceNow platform, including incident, change, and problem management
  • Business process optimization and analysis gathering and capturing requirements
  • Management and communication of stakeholder’s analysis and reporting of data
  • Excellent planning, organizational, and time management skills
  • Exceptional analytical and conceptual thinking skills
  • The ability to influence clients and work closely with them to determine acceptable solutions
  • Knowledge of the ITIL framework
  • Technical Expertise :
  • Agile Tools: Jira, (Agile central) Rally, ServiceNow, VersionOne, Confluence
  • Software: MS Windows, Excel, Word, PowerPoint, Outlook, SharePoint, Visio
  • Operating Systems: Windows Server, Mac OS, Linux, ALM
  • User Acceptance Testing (UAT)
  • Product Development
  • Test Case Scenarios
  • Change Impact Analysis
  • Business Requirements
  • Microsoft Office Suite
  • Process Flow Diagram Creation
  • UAT Support
  • Atlassian JIRA
  • Requirements Traceability Matrix (RTM)
  • Acceptance Criteria
  • Business Processes and Procedures
  • Functional Requirements Specification (FRS)
  • Client Meetings
  • Technical Design Documentation
  • Agile and Scrum Environments
  • Scrum Methodology

Certification

ITIL Foundation V4 Certified Project Management Professional Professional Scrum Master Certified ServiceNow Administrator ServiceNow Certified Implementation Specialist - Human Resources Public Trust

Work Preference

Work Type

Full TimeContract Work

Location Preference

Remote

Important To Me

Company CultureWork-life balanceCareer advancementHealthcare benefitsPaid sick leavePaid time off401k matchWork from home optionStock Options / Equity / Profit Sharing

Timeline

ServiceNow Business Analyst

Capgemini
09.2022 - Current

ServiceNow Business Analyst

Cognizant
10.2021 - 08.2022

ServiceNow Business Analyst

Nasa
05.2020 - 09.2021

Business Analyst

Examinetics
07.2017 - 05.2020

Queue Manager

National Oilwell Varco
03.2014 - 06.2017

Help Desk Support

Sunlight Resources Limited, Lagos Nig
03.2011 - 02.2014

BSc - Mass Communication

Institute of Management and Technology

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Stanley ChukwuBusiness Analyst