• Collaborate with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations, enhancements, and integrations.• Serve as the liaison between business users and the technical team, ensuring a clear understanding of business needs and system capabilities.• Lead workshops and requirements-gathering sessions with cross-functional teams to develop effective ServiceNow solutions.• Design, document, and communicate functional and technical specifications for ServiceNow modules, particularly ITSM, CSM, and other relevant areas.• Analyze and document current processes, workflows, and pain points, identifying opportunities for automation and efficiency improvements through ServiceNow.• Facilitate UAT (User Acceptance Testing), ensuring that solutions align with business requirements and expectations.• Provide guidance and mentorship to junior business analysts and other team members.• Stay updated with the latest ServiceNow capabilities, industry trends, and best practices, ensuring optimal use of the platform.• Assist in project management activities, including timeline development, risk management, and stakeholder communication.• Act as a change agent to support organizational improvements by utilizing ServiceNow capabilities.

• Elicit, analyze, and document internal customer business requirements and use them to craft a digital transformation plan.• Gathering and documenting customer business requirements for digital transformation opportunities.• Mapping and analyzing the current and future customer journeys for service delivery programs and performing ROI analysis to support project approval and prioritization. • Participating in sprint development processes and working cross functionally to ensuring access to key information for all teams to help deliver solutions.• Support the preparation and delivery of routine status meetings with customers.• Designing and innovating solutions that utilize research and process automation techniques for leading project deliverables. • Assisting the creation and execution of customer digital transformation change management plans to maximize digital transformation benefits. • Providing support for business process improvement, technical project management, and risk identification/mitigation.

• Develop and demonstrate healthcare knowledge and gather insights to drive business decisions.• Perform Medicare data migration, validate and analyze sensitive Medicare data using MS Access and Advanced Excel.• Work with technical teams to write user stories and track bug fixes on Azure DevOps.• Participate in agile methodology sprint planning and represent the customers to translate business needs into technical requirements for the internal teams.• Validate the work done by the technical team as needed in the form of User Acceptance Testing and handle JAD sessions.• Product SME – Point of contact for customers for questions/requests/issues on the working of the product along with providing elevated support to the customers during hyper care, post go-live.• Gather client business and custom requirements, translate, and document them, and work on enhancements/custom projects.• Work cross-functionally with key business partners and perform end to end client implementations with focus on efficiency and smooth onboarding.• Configuration activities as required within the product through the UI.• Perform research and present innovative ideas to enhance product performance and quality.• Create training materials and job aids.• Self-initiation in performing research and obtaining needed data or information.

• Develop marketing plans by gathering data and analyzing market trends.• Perform market research to determine/verify a project's economics.• Analyze business development goals and needs.• Generate reports, detect profitable markets, and propose solutions to increase profit.• Evaluate costs and benefits of multiple actions and/or solutions and provide data-driven recommendations.

• Worked for enhancement and configuration of a Salesforce based Hospitality domain.• Created Custom Objects, Custom fields, Tabs, Custom Views, and Field Sets on the Salesforce platform. • Performed configuration setups by creating email templates, validations, workflows, workflow field updates, created and maintained - roles, profiles, user accounts, custom reports and dashboards.• Actively involved in communicating with the onshore team for gathering the project requirements.• Documented the requirements gathered in the form of user stories on Jira.• Crafted UAT scripts within Jira and subsequently executed them to validate functionality and ensure alignment with project requirements.• Involved in test design and test execution of both manual and automation test cases and reported the defects on Jira platform.• Worked on writing Selenium scripts and executed them as part of automation testing.• Worked on Postman tool to monitor APIs.• Provided KT to new joiners and trained the other team members.

-As an intern at Effone Technologies, I worked on the KECT project based on Digital Forensics. -The proprietary Incident Response tool is designed to assist in detection of malicious threats, without the need for file signatures. -The tool scans the enterprise for malicious threats and indicators and collects data. -Through analysis, malicious indicators across various platforms are detected. -I was involved with the coding, GUI design, creation of MSI packages and unit testing. -Organizational skills, teamwork, and time management are some useful skills that I acquired in the corporate environment.