Open to opportunities

Gienela Pondevida

@gienelapondevida

Message

Senior Business Analyst specializing in ServiceNow-driven ITSM and process optimization.

Philippines

Message

What I'm looking for

I seek roles where I can lead ServiceNow/ITSM initiatives, drive process improvements, ensure data governance, and work collaboratively with stakeholders in a structured, growth-oriented environment.

I am a Senior Business Analyst with over 10 years of experience driving digital transformation across healthcare, finance, ICT, and government sectors. I specialize in ServiceNow administration, ITSM governance, service catalog design, SLM policies, and enterprise process optimization.

I bridge complex stakeholder requirements and technical execution through high-quality BRDs, FSDs, user stories, and workflow automation. I have a strong software engineering foundation (PL/SQL, SQL) that ensures data integrity and scalable, audit-ready enhancements.

My recent roles include leading end-to-end ServiceNow solution delivery, conducting incident and data governance audits, and governing request fulfillment, CMDB accuracy, and ICT process documentation. I also lead UAT cycles and coordinate cross-functional change reviews to meet SLA/OLA targets.

I hold a B.S. in Electronics and Communications Engineering and Lean Six Sigma Yellow Belt certification, with multiple ServiceNow administration and flow/catalog micro-certifications. I am pragmatic, detail-oriented, and committed to delivering compliant, reliable platform solutions that align business needs with technical execution.

Experience

Work history, roles, and key accomplishments

Current

Senior Business Analyst

Current

Vertere Global Solutions, Inc.

Nov 2024 - Present (1 year 2 months)

Lead end-to-end ServiceNow solution delivery including catalog design, workflow automation, incident and data governance, and UAT to ensure enterprise compliance and improved data integrity.

ServiceNow ITSM Workflow Automation SLA OLA Governance UAT

Business Analyst

Asia Peopleworks Inc.

Jun 2024 - Nov 2024 (5 months)

Authored BRDs and FSDs for a regulated CRM for pharmaceutical medical reps, translated requirements into functional workflows, and led QA testing with comprehensive test plans.

BRD FSD CRM QA Testing Test Planning Healthcare Compliance User Stories Stakeholder Management Azure DevOps

Business Systems Analyst

SLI Consulting Inc.

Mar 2024 - Jun 2024 (3 months)

Managed enhancements for hospital supply chain and pharmacy systems, produced IT solution plans and functional specifications, and led UAT with post-deployment support.

Healthcare Systems Functional Specifications UAT Process Improvement Testing Documentation

Associate Software Engineer

Accenture Philippines

Jun 2022 - Feb 2024 (1 year 8 months)

Managed ServiceNow and Salesforce tickets, developed functional and technical design documents, and configured PL/SQL packages for Oracle E-Business Suite enhancements.

ServiceNow Salesforce Azure DevOps Pl SQL Functional Design E Business Suite Incident Management Technical Documentation

Science Research Assistant

Department of Science and Technology - PHIVOLCS

Feb 2016 - May 2022 (6 years 3 months)

Led the Tsunami Monitoring Project, managed deliverables and technical coordination, and maintained backend systems for seismic data processing and 24/7 platform availability.

Project Management System Administration Data Integrity technical coordination Monitoring

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines - Mabini Campus

Bachelor of Science, Electronics and Communications Engineering

2011 - 2015

Completed Bachelor of Science in Electronics and Communications Engineering with coursework in electronics, communications systems, and engineering principles.