Servicenow
Harpreet Guleria
Summary
Experienced business analyst with a successful track record in the telco and retail industries. Proficient in identifying and analyzing business and systems requirements, conducting user acceptance testing, and delivering effective end-user training. Skilled at leveraging past experiences to inform decision-making for improved outcomes and increased efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Technical Business Analyst
Vocus Group - Through CSG
06.2021 - Current
- Played a key role in team collaboration, sharing knowledge and addressing challenges to create effective solutions.
• Provide the analysis and design for a Configure, Price, Quote (CPQ) solution to allow for structured and visible customer pricing, reducing the costs and complexity in sales and billing
• Analysing gaps at systems, backend, frontend, portal for Telco, ServiceNow projects and proposing apt solutions.
• Produced high-quality training documentation, ensuring smooth employee onboarding and understanding of new systems.
• Solve real-world business problems, considering technical, financial, and operational constraints.
• Work with clients to define end to end user journeys that form part of the solution blueprint.
• Take ownership of business analysis initiatives and ensure work packages are delivered on time, to expected quality standards and as per scope, as agreed with the Project Manager.
• Take end to end solution blueprints and configure solution workflows and catalogues that implement the design. consider exception and failure scenarios to create a robust solution.
• Managed client expectations through workshop and feedback session.
Lead Technical Business Analyst
EON Fibre NZ - Through CSG
06.2023 - Current
- Develop detailed process models using tools like BPMN, UML, or flowcharts to visually represent workflows, activities, and decision points within the organisation.
- Managed relationships with internal and external stakeholders, securing strategic alignment and effectively eliciting and refining requirements.
- Provided thought leadership to guide solution design, identify new opportunities, and mitigate risks and issues.
- Communicated complex concepts through presentations and maintained backlog items to guide project deliverables.
- Collaborated with product owners and project management to refine product roadmaps and priorities product backlogs.
- Contributed to the continuous improvement of delivery processes and project outcomes.
- Supported user acceptance testing (UAT), production verification testing, and release management.
Lead Technical Business Analyst
VicTrack - Through CSG
07.2021 - 11.2021
- Documented as-is and to-be user flows and work instructions for their service operations and network assurance.
• Define service catalogue for VicTrack, which required me to determine service definitions and identify chargeable attributes.
• Developed and executed change strategy and accurately gathered, cleansed, migrated and managed data.
• Worked on Inventory Data migration for VicTrack, from their old tool to new order management tool.
• Worked in service management, asset management & Service Now technologies.
• Technical knowledge on change management, incident management, problem management, service catalogue items.
• Developed test scripts and led the user acceptance testing with business and technical stakeholders.
• Created and delivered training materials such as manuals, power point packs, videos and training exercises to employees
Developed comprehensive project plans for successful data migrations, meeting all set deadlines.
Technical Business Analyst
Good Guys
05.2020 - 06.2021
- Designed and developed data pipelines to acquire, clean and process data.
- Gathered feedback from end-users to identify areas for system enhancements or adjustments to better align with evolving business requirements.
- Managed stakeholder expectations by providing clear updates on project progress, risks, and mitigations.
- Deployed predictive analytics models to forecast future trends.
- Optimized data access and storage to improve performance of analytics systems.
- Implemented business intelligence solutions to increase operational efficiency.
- Generated standard and custom reports to provide insights into business performance.
- Generated ad-hoc reports to evaluate specific business requirements.
- Utilized data visualization techniques to present and explain complex data sets.
- Provided technical support for troubleshooting analytics and reporting issues.
Technical Business Analyst
Department of Health & Human - Through Infosys
10.2019 - 05.2020
- Involved in Software Development Life Cycle (SDLC) for requirement analysis, design, and development.
- Conducting workshops, identifying existing system drawbacks and limitations and proposing new improved workflow process and design with Use case, Activity Diagram and Business Process Modelling Notation (BPMN) and Use Case.
- Predominantly worked on technical analysis and requirement gathering, system configuration and testing activities
- Documenting Business Requirements, Requirement Traceability Matrix, Handover and Supporting Docs, End User Training.
- Analysing gaps at systems, backend, frontend, portal.
- Defect Analysis, defect resolution and participation in defect triage calls in defect tracking system JIRA/Visual Boards for both in-sprint and regression
- Experienced in delivery of complex task, manage diverse team
- Organized sessions for sharing relevant project experience, providing required guidance, and clarifying queries
Software Automation Analyst and Team
NBN - Through Infosys
06.2018 - 10.2019
- Worked on ServiceNow and ServiceMax for managing Network assurance
- Created test cases to conduct the positive and negative testing of the application, interacted with the business analysts and developers to resolve the technical issues to meet the client's requirement for a better-quality software product.
- Created and maintained test cases in the quality centre.
- Tested different modules and their functionality before and after the bug fixes by regression testing.
- Performed regression testing after retesting the defects to make sure the fixes did not have any negative impact on the application.
- Participated in project related meetings and provided information required for the meetings as far as the QA and testing status was concerned.
- Documented the test results with test status and defect information.
- Stored and maintained test documents such as test cases, test results and defect logs in JIRA
- Validated the "fixes" for the resolved bugs.
- Executed automation scripts on different browsers/environments & reported defects/results to the team.
Education
PROFESSIONAL YEAR PROGRAM -
Performance Education
12.2018
Master's Degree - Computer Software Engineering
Federation University
12.2017
Bachelor's Degree - Information Technology
Punjab Technical University
12.2014
Skills
- Data Analysis
- Requirements Gathering
- Microsoft Office Suite
- Project Management
- Workflow Analysis
- Business process improvement
- Quality Assurance
- SQL Proficiency
- Business Process Mapping
- Gap analysis
- Stakeholder Management
- Test case scenarios
Certification
- Frameworx Overview - TM Forum, 92084074
- Business Process Framework (eTOM) Fundamentals - TM Forum, 94204927
Workingrights
Australian Citizen
Software
SQL
BPMN
Camunda
Microsoft 365
Salesforce
POS
Maximo
Cloud Service
API intergration
Agile Tools (JIRA / TFS / Confluence)
Timeline
Lead Technical Business Analyst
EON Fibre NZ - Through CSG
06.2023 - Current
Lead Technical Business Analyst
VicTrack - Through CSG
07.2021 - 11.2021
Lead Technical Business Analyst
Vocus Group - Through CSG
06.2021 - Current
Technical Business Analyst
Good Guys
05.2020 - 06.2021
Technical Business Analyst
Department of Health & Human - Through Infosys
10.2019 - 05.2020
Software Automation Analyst and Team
NBN - Through Infosys
06.2018 - 10.2019
PROFESSIONAL YEAR PROGRAM -
Performance Education
Master's Degree - Computer Software Engineering
Federation University
Bachelor's Degree - Information Technology
Punjab Technical University
- Frameworx Overview - TM Forum, 92084074
- Business Process Framework (eTOM) Fundamentals - TM Forum, 94204927
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