Kishore Kumar
@kishorekumar7
ServiceNow Business Analyst specializing in ITSM implementations, migrations, and continuous service improvements.
IndiaWhat I'm looking for
I’m a dynamic ServiceNow Business Analyst with 8+ years of total IT experience and 7+ years focused on ServiceNow ITSM implementations, migrations, and continuous service improvements. I bring proven expertise across Incident Management, Change Management, Problem Management, and Service Catalog, grounded in ITIL/ITSM best practices.
I own end-to-end business analysis—requirement elicitation, BRD/FRD authoring, user stories with acceptance criteria, process mapping, and UAT planning and execution. In Agile (Scrum) and Waterfall environments, I partner with cross-functional teams to configure workflows, drive ServiceNow migrations (BMC Remedy to ServiceNow), and deliver integration-ready solutions (including CPPM and Infoblox), supported by clear documentation and reports.
Experience
Work history, roles, and key accomplishments
Gathered and analyzed business requirements for ServiceNow-based automation workflows, translating stakeholder needs into user stories and acceptance criteria for Agile teams. Drove ServiceNow process automation and REST API integrations with CPPM and Infoblox, supporting lab/network device onboarding and inter-system communication.
Business Analyst
Watsonite Systems
Nov 2023 - Feb 2025 (1 year 3 months)
Supported ServiceNow ITSM client onboarding by analyzing ticket-handling metrics (Incident, Change, Problem) and publishing actionable ServiceNow reports. Led ITSM process improvement initiatives aligned with ITIL best practices, including GAP analysis, workflow redesign, and documentation for Agile delivery.
Authored BRD and FRD documents and worked with Product Owners to develop and prioritize feature backlogs with clear acceptance criteria. Planned and coordinated UAT activities, supported defect resolution, and used stakeholder feedback to identify gaps and continuously improve product outcomes.
Business Analyst
Teamware Solutions
Nov 2018 - Jun 2021 (2 years 7 months)
Collected and documented requirements for an ITSM migration from BMC Remedy to ServiceNow across Incident, Change, Problem, and Service Catalog modules. Planned data mapping and migration, supported UAT execution, and created training and migration documentation to enable post-go-live adoption.
Field FR – Network Support
TeamLease
Jan 2018 - Mar 2018 (2 months)
Provided remote resolution for network-related issues and delivered on-call technical support. Supported troubleshooting of connectivity and network problems for users/customers.
Technical Support Engineer
CIT Solutions Pvt. Ltd.
Oct 2016 - Jan 2018 (1 year 3 months)
Provided telecom-related technical support and educated customers on effective product usage. Collaborated with network engineers to resolve escalated issues and optimize network performance.
Education
Degrees, certifications, and relevant coursework
ISBR Business School
Post Graduate Diploma in Management (PGDM), Management
Completed a Post Graduate Diploma in Management (PGDM) at ISBR Business School in 2022.
Jawaharlal Nehru Technological University
Bachelor of Technology (B.Tech), Engineering
Completed a Bachelor of Technology (B.Tech) at Jawaharlal Nehru Technological University in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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