Faraha Akhtar
Business Process Consultant / Business Analyst
Hire this person
Send a job offer directly to this candidate
About
Experienced ServiceNow Analyst and Senior Technical Process Associate with proficient approach to support services while applying strong incident-solving skills. I have 5 years of overall experience working as an Analyst and Process Associate. I have a Bachelor’s Degree in Electronics and Telecommunications Engineering from Biju Patnaik University of Technology (BPUT), India.
Experience
Business Process Consultant / Business Analyst - Accenture - Toronto, ON, Canada
(2021-07)
- Requirement Gathering and documentation of current and proposed processes.
- Backlog Grooming – Write epics, User Stories with Acceptance Criteria
- Working with Architect and stakeholders to come up with solutions that meet the business needs.
- Running Story Refinement sessions with Developers and removing any blockers
- Creating Quick Reference Guides (QRGs) and Technical document as knowledge articles
- Assisting in creating SOW for clients
- Creating PowerPoint presentation and presenting Demos for Clients
- In-depth knowledge of Incident, Change and Problem Management, Knowledge Management, CMDB, Catalog Items, Email notifications, creating events registry, Business rules
- Implemented inbound and outbound integrations using APIs
- Creating process flow diagram and product models using Lucid
Technical Support Specialist - Rogers Communications - Toronto, ON, Canada
(2018-08 - 2019-11)
- Provide quality and efficient customer service to all customers
- Creates and updates records in ServiceNow
- Record any activity and resolution in Activity Log and track them to closure.
- Create SLA for incidents and problems, and follow up on outstanding issues with customers to closure.
- Ability to prioritize work to successfully deliver service to agreed SLAs
- Develop custom reports for management that require assistance with report creation
- Perform troubleshooting using various diagnostic software tools.
- Actively communicate with customers, asking queries and offering solutions via phone and email.
- Deliver reliable solutions for varied issues to customers with a sense of urgency & incorporate customer feedback
- Experience with Apple mobile devices (iPhones and iPads) and Android devices of different makes and models.
Senior Technical Process Associate - Tata Consultancy Services - Kolkata, West Bengal, India
(2015-06 - 2018-04)
- Level 1 support for customer issues for Norway based telecom major, providing resolution in a timely manner.
- Defect logging using JIRA, assigning them to development team and tracked them to closure
- Set up users and groups with Active Directory and resolve any related issues (password reset, network access, etc.).
- Escalates performance issues, unresolvable incidents and service interruptions to ServiceNow technical support.
- Actively used ServiceNow for Incident Management, Change Management, Problem Management, Service Catalog
- Uploading and Updating artifacts with latest learnings in Knowledge Management database
- Work with leads on checkout and release activities including moving fixes and customizations in update sets.
- Strong skills with building workflow diagrams, creating SLAs, develop new data imports and transforms
- Validated the data by using SQL queries as per requirement.
- Connected to customer network using Citrix, VPN.
- Perform troubleshooting using various diagnostic software tools.
- Provided system support to End Users in a timely manner adhering to various SLAs.
- Handling all types of telecomm deviations in XDSL and Fiber.
- Checking and fixing all the checkpoints of XDSL and fiber connection until work order is generated to the contractor.
- Good knowledge of DOS Commands used to troubleshoot the broadband connection of the customer.
Technical Support Associate - Bajaj Allianz - Kolkata, West Bengal, India
(2014-06 - 2015-06)
- Performed remote trouble shooting through diagnostic and testing products.
- Logging defects using MS Excel and assigning it to appropriate development team and tracking them to closure.
- Participate in various IT support activities
- Participated in standup meetings a such as test planning and status update meetings.
Education
Bachelor of Technology - Electronics and Telecommunication Engineering - Biju Patnaik University, Odisha, India (2008 - 2012)
