Beula Rani

Beula rani Business Analyst- SUMMARY Business Analyst with over 10 years of experience managing IT services and projects, skilled in stakeholder management, risk management, and service management tools. ITIL certified. Technical Skills ServiceNow – ITSM,HRSD, ITSM , FSM and Service Catlog modules EXPERIENCE Project Consultant Ernst and Young LLP 2023 – 2025 Chennai , India Led end-to-end implementation of ServiceNow FSM module, optimizing field service operations. Collaborated with stakeholders together requirements and translate them into ServiceNow Workflows , UI Policies and Business rules Designed and improved work order management , scheduling and dispatching Process using ServiceNow FSM Configured service locations , assets, and mobile functionalities to enhance filed agent efficiency . Worked Closely with developers to ensure seamless integration with other servicenow Modules (ITSM,CSM,HRSD etc) Conducted UAT and provided end user training to ensure smooth adoption Manager Capgemini Technology Services India Limited, Chennai 2022 - 2023 Chennai , India . Collaborate with HR stakeholders to understand business requirements and processes related to HR service delivery. Conduct workshops, interviews, and requirement-gathering sessions to elicit and document functional requirements. Analyze HR processes and systems to identify opportunities for improvement and automation within the ServiceNow HRSD platform. Configure HRSD modules such as Case Management, Employee Service Center, Knowledge Management, and Service Catalog to meet business needs. Customize HRSD workflows, forms, templates, and notifications to streamline HR processes and enhance user experience. Define and document HRSD solution designs, including process flows, data models, and integration requirements. Provide guidance and recommendations to stakeholders on HRSD best practices, industry trends, and compliance standards. Collaborate with HRSD developers and architects to translate functional requirements into technical designs and solutions. Conduct user acceptance testing (UAT) and facilitate end-user training to ensure successful adoption and utilization of HRSD solutions. Support HRSD implementation projects by providing functional expertise, troubleshooting, and post-implementation support. Service Management Analyst Hexaware Technologies- Chennai, India . With a strong emphasis on the HRSD module. Proven experience in architecting, designing, and implementing complex ServiceNow solutions for HR service delivery. In-depth knowledge of HRSD best practices, workflows, and configuration options. Experience in integrating ServiceNow with third-party applications and HR systems. Ability to lead and guide a team of developers, providing technical expertise and support. Service Design Manager HCL Technologies- Chennai, India Implemented user acceptance testing with a focus on documenting defects and executing test cases. Identified process inefficiencies through gap analysis. Managed testing cycles, including test plan creation, development of scripts and co-ordination of the user acceptance testing . Mapped Process activities to desired outcomes to rectify operation inefficiencies. Recommended operational improvements based on tracking and analysis. Conducted interviews with Key Business Users to collect information on business processes and user requirements . Researched and resolved issues regarding the integrity of data flow into databases. Assessed the impact of current business process on users and stakeholders. Mapped Current Processes and offered recommendations for improvement. Service Manager Unisys India Pvt Ltd –Blore - Service Design and Transition activities for the Project. Responsible for designing fit for purpose service models, aligned to SIAM, ITIL framework and best practices. Ensuring service solutions are operable, recoverable and maintainable by service operations and are transitioned into the operational service by liaising and coordinating with multiple suppliers/vendors. Single point of contact for the projects into operations and coordinating all transition activities. Early engagement in projects and drive collaboration between different Project teams and Operations SMEs. Baselining the Service Acceptance Criteria (SAC) with the project and steady-state support teams. Successfully transition the service by clearly defining, the Service Acceptance Criteria from the start. Planning and controlling Requests for Change (RFCs) to make sure incoming RFCs are submitted in line with the agreed Change Process and have all the appropriate supporting information and documentation in place. Conducting Change Management Workshop with the technical teams for process adherence. Manage stakeholder's coordination and build effective relationships by liaising with Delivery and Operational functions to drive the quality of information provided in the RFC and reduce the impact of change and Manage High-risk RFC email Communications. CSR Accenture India Pvt Ltd –Blore - Hands on experience in configuring and developing IT service management and IT asset Management as per ITIL standard and Software License Management. Monitoring on server, network, and wireless components. First-hand experience in Incident Management, Problem Management and Change Management as per ITIL standard. Providing first /second level remote support to end users to resolve the incidents and analyzing the root cause of problems to prevent re-occurrence. Working in ticketing tool to resolve the network and IT related incidents. EDUCATION Master of Computer Application University of TNOU STRENGTHS Strategic Planning Developed and implemented strategic plans that increased efficiency by 30% Project Management Managed multiple projects simultaneously with tight deadlines Team Leadership Led teams of up to 15 members, resulting in increased productivity by 25% SKILLS Service Management Service Design Service Transition ITIL Stakeholder Management Project Management Risk Management Communication Team Leadership Problem Solving ACHIEVEMENTS Successful Service Transition Successfully transitioned multiple IT services resulting in increased efficiency and reduced costs Leadership Development Developed and mentored team members resulting in promotion and career growth AWARDS Employee of the Year Recognized for exceptional leadership and contribution to team success Excellence in Service Management Received award for improving service delivery and customer satisfaction LANGUAGES English Native Hindi Advanced Tamil Intermediate CERTIFICATION ITIL Certification - IT Service Management ServiceNow Certified System Administrator