Kumar Manish
Hyderabad
Summary
ServiceNow Business Analyst with over 9 years of experience working on ServiceNow ITSM solutions for enterprise clients, mainly in the banking domain. Strong experience in requirements gathering, process documentation, gap analysis, and UAT coordination. Skilled in working closely with business users and technical teams to deliver process improvements and governance-driven ServiceNow solutions.
Overview
10
10
years of professional experience
Work History
Technical Lead/ServiceNow Business Analyst
Wipro
Hyderabad
08.2024 - Current
- Gather and analyze business and process requirements through stakeholder discussions and workshops.
- Prepare FRDs, process flow documents, and gap analysis reports.
- Perform current vs. to-be process analysis aligned with ServiceNow best practices.
- Identify process improvement opportunities, and document impact and risks.
- Work closely with ServiceNow implementation teams to explain and clarify requirements.
- Coordinate User Acceptance Testing (UAT) and validate defects against business requirements.
- Support process governance activities, and ensure business sign-off before release.
- Participate in solution walkthroughs and demos for business users.
Senior Software Engineer/Functional Analyst
CGI
Hyderabad
05.2016 - 08.2024
- I worked on the ServiceNow platform for a global banking client for over 8 years.
- Gained a strong understanding of ITSM processes and banking business workflows.
- Supported requirement discussions and provided functional clarifications.
- Prepared FRDs, process documents, and gap analysis.
- Acted as a bridge between business users and technical teams.
- Defined current and to-be processes, aligned with ServiceNow best practices.
- Coordinated UAT activities, defect validation, and production readiness.
- Performed impact analysis for enhancements and change requests.
- Participated in stakeholder workshops and solution walkthroughs.
- Ensured that requirements were clearly communicated to development teams.
- Supported multiple enhancements, releases, and platform upgrades.
Education
Bachelor of Technology - Electronics And Communication Engineering
Biju Patnaik University of Technology
Odisha07-2014
Skills
- ServiceNow Business Analysis
- Requirements gathering and documentation
- Stakeholder workshops and communication
- Functional Requirement Document (FRD)
- Process mapping and gap analysis
- Current State vs To-Be Process Design
- Process improvement and governance
- UAT planning, coordination, and defect validation
- ServiceNow ITSM, CMDB, HRSD, CSM
- JIRA, ServiceNow, MS Word, Excel, and PowerPoint
Timeline
Technical Lead/ServiceNow Business Analyst
Wipro
08.2024 - Current
Senior Software Engineer/Functional Analyst
CGI
05.2016 - 08.2024
Bachelor of Technology - Electronics And Communication Engineering
Biju Patnaik University of Technology