Served as liaison between Human Resources (HR) and Information Technology (IT), providing systems support and analysis and leveraging technical solutions for needs of users.• Promoted better performance and time management by working collaboratively with business partners from initial requirements gathering through training and implementation. • Ensured effective operation, providing ongoing support for IT projects to business clients post-deployment.• Automated manual processes by partnering with developers, creating and building 15 new forms and workflows, including Recruitment, Benefits, Compensation, Employee Relations and Tuition Reimbursement. • Served on cross-functional project teams as ServiceNow platform subject matter expert, discussing process solutions for HR with other Business Analysts, Project Managers, Developers, Test teams and Business Users. • Created or enhanced existing processes, ensuring business and technology alignment by collaborating with stakeholder groups across organization and proposing solutions for immediate issues. • Reduced production issues by implementing comprehensive alerts, investigating production failures in timely manner, and performing root cause analysis.• Met project timeframes by developing project plans conforming to Software Development Life Cycle (SDLC) standards and providing status reporting for ongoing program of work. • Identified opportunities for efficiencies in work process, participating in team problem solving efforts and offering ideas for solving client issues.• Performed quality assurance, system integration and user acceptance testing of new web-based system solutions, enabling multi brand and geography for up to 14k global users. • Contributed to company cost saving initiative by completing transition of ServiceNow support and run operations to outsource vendor.

Contributed to all aspects of SDLC including gathering of requirements, business and technical assessments, front-end designs, implementations, testing, data validation, training and deployment for ServiceNow.Acted as liaison between client area and technical organization by providing onsite production support to end users and post system deployment.Facilitated classroom or individual training and audio e-learning by developing and building training curriculum and associated materials for service requesters and fulfillers.Proposed process improvements strategies for tracking requirement changes, status, business expectation, timelines and other key metrics, providing information to all team members more efficiently.

Collaborated with service quality management team on migrating existing tools over to new IT Service management solution known as ServiceNow.• Liaised with clients gathering business requirements and end users, gaining full understanding of project needs during client engagement phase. • Prepared technical specifications based on business requirements and presented proposals for clients, finalizing designs and confirming requirements. • Conducted walk-through demos of new tool and proposed technical feasibility solutions for new functional designs by suggesting options for performance improvement. • Ensured resolution ownership via e-learning modules by providing guidance and training to over 20 IT resolver groups on tool features and functionalities and ticket management lifecycle within service catalog.• Managed and coordinated evaluation, planning and testing before deployment of new service by creating plans, coordinating testing and monitoring user feedback.• Provided customer service by responding to internal and external client issues and concerns, answering customer inquiries, solving problems and creating reports via service tool, providing new product information.