SSW User
@sswuser
I am a ServiceNow Business Process Analyst driving process optimization and measurable efficiency gains.
United StatesWhat I'm looking for
I am a strategic ServiceNow Business Process Analyst with 7+ years of experience in mortgages, loans, banking and corporate law, specializing in HRSD, ITSM, ITOM and ITBM.
I have led major ServiceNow deliveries, including 2 HRSD projects that refined 170+ backlog ideas and implemented 120+ enhancements across 70 service modules, reducing feedback backlogs by 91% in under five months. I built a PSO SaaS HRSD module delivering 40+ features in under three months and created monitoring and automated reporting that saved 20 hours per week while reducing service disruptions by 40%.
I collaborate with stakeholders across operations, finance, knowledge management and technology to translate complex business needs into actionable ServiceNow solutions, using Agile practices, JIRA, and strong backlog and sprint management to deliver measurable business outcomes.
Experience
Work history, roles, and key accomplishments
BMServiceNow Business Process Analyst
Baker McKenzie
May 2024 - Present (1 year 3 months)
Served as process expert for HR, Legal, Workplace and Finance/Supply Chain using ServiceNow, delivering 2 major HRSD projects and implementing 120+ enhancements across 70 service modules, reducing feedback backlogs by 91% in under 5 months.
CSServiceNow Business Analyst & QA Tester
Cognizant Technology Solutions
Jul 2015 - Mar 2021 (5 years 8 months)
Led requirement gathering and design reviews for complex SaaS integrations, delivered 50+ ServiceNow workflows and reduced software defect resolution time by 38% through process improvements and rigorous testing.
Education
Degrees, certifications, and relevant coursework
GUGeorge Mason University
Master of Science, Information Technology
2021 - 2023
Activities and societies: ServiceNow System Administrator; ITIL v4 (in progress)
Completed a Master of Science at George Mason University from 2021 to 2023.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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