Vivian Patrick Email & Phone Number

Houston, Texas, United States

• Maintain the role of subject matter expert for the ServiceNow platform.• Collaborate with multi-level project team members to effectively gather requirements and align technology with business goals.• Assist in backlog grooming, prioritization and participated in various Sprint ceremonies during sprint life cycle.• Work with a cross functional team of Developers, QA’s, & Architects to ensure requirements are received and understood.• Perform user acceptance testing to ensure developed software meets business needs. • Actively participate in the development process - ensure timelines, updates, schedules, and requirements were communicated clearly and all questions/issues were promptly resolved. • Co-ordinate with the technology team to ensure the timeliness of weekly and monthly major releases of customizations and bug fixes from lower environments to production leveraging update sets.• Performed post-deployment validation for complex applications.• Participated in various ServiceNow platform upgrade. • Ensure security of all modules by making sure the right users have access to the right modules.• Create groups and assign roles to groups in ServiceNow.• Provide guidance on ServiceNow best practices and end user support.

Calgary, Alberta, Canada

• Work with the ServiceNow development team, Stakeholders, and other parties to ensure that organizational change activities such as QA, UAT (Users Acceptance Testing) and deployment readiness are completed.• Actively participate in the development process - ensure timelines, updates, schedules, and requirements were communicated clearly and all questions/issues were promptly resolved.• Responsible for providing training to stakeholders on how to use the ServiceNow platform, as well as offering ongoing support to help them troubleshoot any issues they encounter.• Work closely with the ServiceNow Application Architect and development team to determine the best technical solution to address requirements.• Engage with stakeholders to understand and translate their business requirements into functional requirements.• Worked with business & information technology users to identify and refine business requirements and workflows, as well as determine where ServiceNow can fit into business processes to improve services.• Gathered and documented functional and non-functional requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and workflow analysis.• Actively participate in the development process - ensure timelines, updates, schedules, and requirements were communicated clearly and all questions/issues were promptly resolved.• Analyze incidents and problems to identify and understand trends that can be reported back to the vendor.• Development and scheduling of custom reports, dashboard, homepage customization and end user support

Middlesbrough, England, United Kingdom

• Maintained the role of subject matter expert for the ServiceNow platform. • Serve as a liaison among development teams, application services, and the business, including functioning.as a subject matter expert (SME).• Train and coach users on the capabilities of ServiceNow• Used ServiceNow reporting to analyze and troubleshoot reports, ensuring data accuracy and timeliness.• Work closely with enterprise architects and technical team to align designs that enable strategic business outcomes.• Work with a cross functional team of developers, QA, and documentation to ensure requirements were received and understood.• Provide requirements for enhancements and ensured implementation into appropriate training materials for the documentation team.• Perform user acceptance testing to ensure developed software will meet business needs.• Actively participate in the development process - ensure timelines, updates, schedules, and requirements were communicated clearly and all questions/issues were promptly resolved.• Conducted UAT (User Acceptance testing) in both company and client sites.• Performed requirements analysis, formulated, and defined systems scope and objectives through user needs and an understanding of business systems and industry requirements.• Developed documentation for various stages of the Software Development Life Cycle (SDLC) including Functional Designs and Test Cases. Provided functional support and guidance to application changes.• Served as a liaison between business team and the project team by assisting the business in identifying, understanding, and documenting their business needs and requirements.• Created use cases and designed use case diagrams class, sequence diagrams and activity diagrams.• Assisted in writing test plans, test scripts and test cases and assured that all aspects of project followed business requirements.

Dubai, United Arab Emirates

• Responsible for gathering both business and user requirements.• Responsible for the creation of functional requirements for the web-based technology projects• Played a key role in requirement gathering for the complete application during the various phases of its development.• Interacted with software developers and the rest of the technical team.• Analyzed, revised, and created test plans according to business requirements.• Wrote Use cases and Activity Diagrams• Analyzed consumer surveys and gave technical inputs in Business meetings.