CRISPIN C STEFFI
Chennai
Summary
Dynamic Lead Business Analyst with a proven track record at ICON plc, excelling in Agile methodologies and ServiceNow configurations. Expert in stakeholder management and data analysis, driving process improvements that enhanced user adoption by 30%. Adept at eliciting business requirements and delivering impactful solutions through collaboration and strategic insights.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Business Analyst/Scrum Master
ICON plc - Planetlink Solutions
Chennai
06.2024 - Current
- Facilitated daily stand-ups, sprint planning, retrospectives, and reviews for cross-functional Agile teams, driving effective collaboration and delivering ServiceNow (or other platform) solutions.
- Led collaboration with stakeholders to elicit and document business and system requirements for ServiceNow/API implementations, aligning solutions with organizational goals.
- Conducted gap analysis between current and future state processes, strategically aligning them with ServiceNow capabilities to optimize efficiency.
- Developed detailed user stories, process flows, and acceptance criteria, providing crucial support to Agile development and testing teams.
- Facilitated stakeholder meetings, requirement walkthroughs, and sprint reviews, ensuring transparent communication and alignment on project progress via Jira and ServiceNow tools.
- Designed ServiceNow reports and dashboards, delivering actionable insights into SLAs, incident trends, and change metrics for data-driven decision-making.
- Conducted user training sessions and created knowledge base articles, supporting the adoption of new ServiceNow features and maximizing user understanding.
- Assisted in the configuration of ServiceNow modules, including ITSM, ITOM, CSM, HRSD, and CMDB.
- Improved user adoption of ServiceNow through targeted training and knowledge base development.
Business Technical Analyst/Scrum Master
Wavicle Data Solutions
Chennai
08.2022 - 11.2023
- Ensured the quality and alignment of project deliverables with business needs by collaborating with cross-functional teams, eliciting requirements and performing tests.
- Gathered and analyzed business requirements across ITSM & CSM domains.
- Collaborated with cross-functional teams to gather and analyze business requirements by creating the BRD, FRD, NFRD, RCA matrix.
- Facilitated workshops and meetings with product owners to elicit detailed requirements, resolving issues and ensuring project milestones were achieved on time.
- Planned and executed quality assurance, functional, and end-to-end testing, coordinating user acceptance testing with end-users.
- Utilized Microsoft Excel (Macros through VBA), Tableau, and AWS QuickSight to analyze data and create visualizations.
- Applied JIRA for project tracking and issue resolution.
Business Analyst/Scrum Master
Societe Generale Global Solutions
Chennai
07.2021 - 08.2022
- Held responsibility for resolving issues during deployment and ensuring issue resolution.
- Authored Functional Requirement Documents for Financial Interfacing Services implementation, various lending Products and equities, and LoanIQ applications.
- Monitored Autosys jobs and validated database performance, actively participating in product configurations, troubleshooting, and root cause analysis.
- Generated reports and dashboards from the data warehouse to support business decision-making processes.
- Coordinated with development teams regarding issues found in User Acceptance Testing and conducted demos for end-users.
- Investigated solutions across all operating systems, ensuring appropriate monitoring of all resources.
- Streamlined defect tracking and management processes using JIRA and ServiceNow.
- Led a Scrum team of 7 members, delivering high-value increments every 2 weeks. Facilitated Scrum ceremonies, removed impediments, improved team by ensuring they adhere to agile principles, coached team on Scrum best practices.
- Reduced resolution time by implementing best practices for defect tracking and management in JIRA and ServiceNow.
Senior Software Engineer
Cognizant Technology Solutions
Coimbatore
03.2016 - 07.2021
- Maintained test logs and test summary reports and prepared weekly status reports.
- Analyzed different source data and their interdependencies using SQL queries.
- Maintained ETL batch status to ensure smooth SLA delivery.
- Created and maintained a quality management system using ticketing tools like JIRA.
- Validated and tested platform setups and configurations for the Wellmark provider portal.
- Possess strong understanding of ServiceNow reporting, ServiceNow configurations, UI policies, business rules, workflows, and integrations.
- Transferred knowledge to new trainees to meet project requirements.
- Designed test cases and test scenarios, conducted walkthroughs, and managed the review process to receive sign-off approvals.
- Contributed to maintaining platform quality by validating setups and configurations.
Education
Masters of Engineering - Computer Science
Kathir College of Engineering
Coimbatore, Tamil Nadu05.2021
Bachelors of Technology - Computer Science
Karunya University
Coimbatore, Tamil Nadu05.2015
Skills
- ServiceNow
- JIRA
- SQL
- Agile
- Business Process Analysis
- Requirement Gathering
- Data Analysis
- Tableau
- AWS QuickSight
- Excel (VBA)
- Azure DevOps & Microsoft Office Suite
- Problem-solving skills
- Collaboration
- Adaptability
- Business Requirements Elicitation
- Process Improvement
- Stakeholder Management
- Data-Driven Decision Making
- User Stories
- BRDs
- Use cases
- Agile methodologies
- Requirements elicitation
- ServiceNow configuration
- SQL proficiency
- Database management
Certification
- Certified Professional Scrum Master - I, Scrum.Org, 2025
- Master at ServiceNow ITSM, Udemy, 2025
- ITIL v4 Foundation Training, Udemy, 2025
- Certified Lean Six Sigma AI Yellow Belt
Timeline
Lead Business Analyst/Scrum Master
ICON plc - Planetlink Solutions
06.2024 - Current
Business Technical Analyst/Scrum Master
Wavicle Data Solutions
08.2022 - 11.2023
Business Analyst/Scrum Master
Societe Generale Global Solutions
07.2021 - 08.2022
Senior Software Engineer
Cognizant Technology Solutions
03.2016 - 07.2021
Masters of Engineering - Computer Science
Kathir College of Engineering
Bachelors of Technology - Computer Science
Karunya University
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