Somendra Jha

Idea Manager: To work on RFPs and demands for scope identification and budget estimation and prepare SOWs.

Business Analyst for ServiceNow implementation for ITSM and legal service delivery products and custom applications.

Senior ServiceNow Business Analyst for a Big 4 client.

• Business Analyst for Servicenow implementations projects in ITSM, ITOM, Legal Service Delivery, Scoped Applications, Custom applications & Integrations with 3rd party tools.
• Gathering functional /user requirements.
• Requirement Elicitation: Conduct requirement gathering by product demo, Interview key stakeholders, Joint application design sessions, Product Demonstrations, Business Process Workshops.
• Understanding requirements and acceptance criteria's for documentation.
• Creating user stories, Epics, Features as per requirement.
• Creating and designing Workflow diagrams/ sequence flow diagrams, documents and use case presentation to stakeholders.
• Writing BRD / FRD/ FDD for stakeholders as per project and discuss with them.
• Driving scrum ceremonies i.e. sprint review, sprint planning, daily scrum meetings, sprint retrospectives as and when required.
• Sprint planning, effort estimation, ownership of agile board and task boards.
• Providing project status reports and maintaining project and activity logs documentation.
• Defect tracking and facilitating UAT by Sprint demo, UAT test scripts, Guidance documents.
• Creation of Change requests post UAT, and follow change and release management process.
• Providing post implementation support during Hypercare.
• Facilitating Handover to O&M teams after successful project completion.
• Driving initiatives like training sessions, PEAK webinar learning sessions, creation of Learning plan for Semi senior and junior resources, career mentorship.
• Initiatives to design, document and implement ServiceNow accelerator applications for Pre-sales teams in demo instances as a market ready product.

Worked as a Business Analyst for ServiceNow Platform and ITSM module, and led SMO tower for a Global Life-sciences Client

• Tower Lead - Service Management Operations (SMO) for activities related to ITSM processes (Change, Knowledge, Incident, Problem, and Configuration Management)
• Review and approve all Change Requests as Change Manager and facilitated CAB and ECAB meetings.
• Review and approve tasks as per defined process in Knowledge, Service Requests, Problem and Change requests in ServiceNow.
• Performed gap analysis to identify areas of improvement and drove them to add value to business.
• Designed and led training sessions and workshops.
• Conducted interviews with key business users to collect information on business processes and user requirements regarding ServiceNow enhancements.
• Conducted workshop sessions to review existing IT processes, and to propose solutions for process improvement and enhancements using the ServiceNow platform.
• Collaborated with stakeholders to define project objectives and acceptance criteria's.
• Drafted requirements in the form of stories, epics and managed sprint and product backlogs, prioritized stories for monthly releases.
• Coordinated with ServiceNow tools team for ServiceNow platform upgrades and enhancements
• Facilitated UAT and documented Process guides, UAT test scripts, BRDs and FRDs.
• Generated ad-hoc reports to evaluate specific business requirements.
• Created dashboards to monitor and track key performance indicators.

Worked for a Global Banking client in a Service desk Command Center and SMO tower. Initially started as a Service Desk analyst and later moved to SMO as Major Incident Manager.

• Tracking all incidents throughout its lifecycle. Coordinating Management Bridge and Technical Bridge for Critical and High Priority incidents.
• Responsible for Major incident identification, logging and categorization, communication to stakeholders, escalation, routing the tickets to the 2nd and 3rd level support groups which includes vendor support as well, and Post Incident Report with initial RCA.
• Engaged MIM process and tracked Priority 1 issues, with responsibility for timely documentation, escalation (if appropriate), resolution and closure of Incident.
• Responsible for MI communication and Initiating MI bridge for stakeholders, timely restoration of services in case of MI and HPI by coordinating with different resolver groups and driving resolution of issues within SLA.
• Effective monitoring of Network, Business Critical Application and Websites, Servers health and storage alerts and documentation of MI /HPI as per Severity and Impact.
• Identifying global outages which interrupt customer service and escalate priority issues as per Client Specifications.
• Providing updates related to process changes to new trainees and updating them in knowledge resource articles.
• Responsible for planning and managing the operational activities for the team to ensure that the customer service is in line with the customer requirements & achieve the SLA targets on Tickets.