Jacquiline Carmel Johnstone

Business Analyst | K2 Solutions, Chennai | 03/2025 Present

Project 1: McDonald's (FS360)

• Partnered with stakeholders to gather, refine, and document business requirements for McDonald’s FS360 platform enhancement, focused on field service efficiency and user experience.
• Created comprehensive user stories and defined clear acceptance criteria, covering.
• Developed and maintained KUT (Key User Testing) and UAT (User Acceptance Testing) documentation, outlining test scenarios, expected results, and issue logs for business validation.
• Collaborated with developers and testers to ensure that requirements were implemented accurately, and that business needs were met.
• Supported test execution, defect tracking, and closure activities; ensured sign-off from McDonald’s business users.

Project 2: TE Connectivity, Insight Global, TELUS, Unisys (CIT)

• Served as a customer-facing Business Analyst, responsible for onboarding customer accounts onto the ServiceNow platform.
• Created detailed user stories with acceptance criteria, along with KUT (Key User Testing) scripts, and presentation decks for stakeholder alignment.
• Documented and managed detailed user stories and acceptance criteria for all onboarding requirements.
• Collaborated closely with cross-functional teams, including the Implementation Manager, ServiceNow Architects, Developers, Operations, and QA, to ensure successful delivery of onboarding milestones.
• Addressed all customer queries related to functionality, process flows, and configurations; ensured timely resolution and clarity at each onboarding stage.
• Offered step-by-step navigation support within the ServiceNow environment, enabling end users and stakeholders to confidently access and use key modules.

• Successfully led the implementation of a ServiceNow-based ticketing solution for Lenovo’s Auto Pilot Project, improving request management, end-user experience, and operational efficiency
• Defined project scope, milestones, and success criteria; created detailed project plans ensuring alignment with Lenovo’s digital transformation goals
• Translated business requirements into actionable user stories, working closely with stakeholders and technical teams to implement solutions aligned with ITIL practices.
• Managed end-to-end project lifecycle including planning, execution, stakeholder communication, UAT, and rollout within a tight 3-month timeline.
• Coordinated with global IT teams, business users, and ServiceNow developers to ensure timely and defect-free delivery.
• Delivered key enhancements such as field validations, conditional dropdowns, access control improvements, automated email-to-ticket conversion, external request enablement, attachment handling via native UI, and a new re-registration workflow—resulting in improved ticket accuracy, user experience, and operational efficiency.

• Lead end-to-end Quality Assurance operations, managing a team of testers and establishing testing protocols
• Spearhead resource optimization initiatives, resulting in improved team productivity and cost efficiency
• Managed end-to-end UAT testing processes for international clients
• Develop and implement capacity planning strategies to align with business objectives
• Drive vendor relationship management and strategic partnerships
• Execute data driven analysis to optimize cost benefit ratios and operational performance
• Lead the ServiceNow platform administration team and oversee daily operations
• Oversee configuration management and change control processes
• Manage relationships with ServiceNow vendor and third-party integration partners

• Led DaaS & EaaS projects for Lenovo customers worldwide through ServiceNow implementation
• Designed and implemented standardized procedures reducing error rates by creating comprehensive checklists and protocols
• Managed UAT processes and technical documentation for new service implementations
• Successfully onboarded multiple global Lenovo customers to ServiceNow platform
• Customized and optimized ServiceNow CSM Portal for enhanced user experience
• Collaborated with cross functional teams to resolve complex technical issues and improve service delivery

• Led & managed a team of 60 associates, driving performance improvements.
• Produced and improved well organized layouts, targeted material movement plans, and detailed process maps to enhance operations.
• Checked and evaluated the team goals and worked on allocating the jobs to achieve our metrics on a weekly basis.
• Collaborated with Automation and Networking teams to track our 197 competitors' spikes in products and scrape their prices.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Worked directly with the special Brand vendors/stakeholders in new launches of Products.
• Identified and implemented process improvements resulting in 75% Metric Spike.

• Met monthend reporting objectives and deadlines.
• Identified and resolved process issues to encourage smoother procedures, more efficient workflow, and overall business growth.
• Allocated daily jobs for the associates based on our metrics.
• Identified modifications to processes and procedures which were taking time to complete and found solutions that helped us save 75% cost for products.
• Made changes in Productivity where earlier associates could deliver only 25% of target and through fixing the issues and clearing the obstacles, they were able to deliver 80% within a span of 1 month.

• Monitored online content and marketing promotions.
• Evaluated industry trends and competitor websites.
• Delivered reports that summarized sales data critical to making key business decisions.
• Customer Obsession was one of the key roles performed as we need to earn the trust of customers.
• Price matching Amazon Product pricing against its competitors to ensure we are being price competitive.
• Projects Done At AMAZON, Time Study: Project was done with effort to create and enhance every individual's target and contribution to the process.
• Quality Analysis: Maintained every individual's quality & productivity.