Victoria Y Ebea Email & Phone Number

Pennsylvania, United States

•Create service catalog items and requirement fulfillment for Incident Management, Change Management on ServiceNow platform.•Interview stakeholders, facilitate workshops and other requirements-gathering meetings.•Creating concise user stories and acceptance criteria during implementation projects for various applications in ServiceNow. •Validating processes during and after ServiceNow upgrades to ensure all services are working seamlessly.•Communicating with different stakeholders across the organizations on the business side and the technical side.•Performing User Acceptance Testing in QA environment during the Software Development Life Cycle with stakeholders.•Evaluating and promoting continuous improvements in ServiceNow through Gap Analysis. •Evaluating Stakeholder’s data needs to determine optimal courses of action.

Indianapolis, Indiana, United States

•Create detailed user stories for enhancements on various ITSM modules such as service catalog item revamping in ServiceNow catalog.•Collaborates and consults with internal client groups to understand business needs and document requirements.•Conducted different levels of testing including functional, user acceptance, integration and performance to verify the client’s needs are met.•Review business activities and assist client to define current state processes.•Managed and prioritize a backlog of user stories to be ready for backlog refinement.•Participated in Agile business requirement gathering sessions and design sessions with users in workshop setting.•Evaluate client ‘s business processes, anticipate requirements, uncover areas for improvement, develop and implement solutions.•Provide guidance and input to stakeholders and leaders on ITIL best practices.