HARI PATEL
Calgary,AB
Summary
Experienced Senior Business Analyst with over 7 years of expertise in IT systems analysis, process improvement, and project delivery. Proven experience in the ServiceNow domain, eliciting and documenting business requirements, and driving process enhancements in dynamic business environments. Adept at collaborating with stakeholders, managing competing priorities, and delivering solutions aligned with business and IT goals. Known for analytical thinking, excellent communication skills, and a results-oriented approach in ITIL-based environments.
Systems professional with strong expertise in system administration, network management, and troubleshooting. Proven track record of delivering impactful solutions that drive efficiency and reliability. Focused on team collaboration and adapting to evolving project needs. Known for analytical thinking, problem-solving skills, and dependability.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Systems Specialist-Computer Systems
Sunlux Engineering Inc.
08.2024 - Current
- Collaborate with business stakeholders to gather and document business requirements for system enhancements
- Manage the implementation and integration of ServiceNow modules, including Incident and Change Management, into existing IT systems
- Conduct gap analyses to identify areas of improvement and recommend process optimization initiatives
- Facilitate user acceptance testing (UAT) for newly implemented ServiceNow features, ensuring stakeholder alignment
- Develop training materials, quick reference guides, and user documentation to support seamless ServiceNow adoption
- Collaborate with IT teams to troubleshoot and resolve system issues, ensuring minimal disruption to business operations
- Support security and compliance initiatives by integrating systems with Single Sign-On (SSO) and other secure platforms
- Developed comprehensive documentation outlining system architecture, functionality, and troubleshooting procedures.
- Identified and resolved technical issues quickly, minimizing disruptions to operations and maintaining high service levels.
- Conducted thorough analyses of existing systems to identify areas for improvement and optimization.
- Performed network security design and integration duties.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Streamlined system processes for enhanced performance and user satisfaction.
- Collected data on process control statistics to discover potential improvements to process capabilities.
Sr. IT Systems Analyst
Fannie Mae
06.2019 - 06.2024
- Gathered and analyzed business requirements for IT systems, providing detailed documentation for implementation teams
- Led the deployment of ServiceNow modules, including CMDB and Configuration Management, improving data accuracy by 25%
- Developed and maintained a comprehensive library of process maps to support ITIL-compliant workflows
- Conducted process improvement initiatives, reducing incident resolution times by 20%
- Coordinated user training sessions and created user manuals to facilitate adoption of new IT tools and processes
- Managed system testing and validation activities, ensuring high-quality deliverables in alignment with business objectives
- Acted as a liaison between technical teams and business stakeholders, ensuring smooth communication and project execution
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
- Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints.
- Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
- Streamlined processes for improved productivity through thorough systems analysis and optimization.
- Mentored junior analysts on best practices in systems analysis techniques, contributing to their professional growth.
- Conducted regular system audits to ensure compliance with security protocols and best practices.
- Trained new hires on company-specific software tools, ensuring seamless integration into the team''s workflow.
- Initiated process improvement initiatives that led to cost savings while maintaining high-quality output standards.
- Collaborated with cross-functional teams to develop innovative solutions for business challenges.
- Led a team of developers in the successful completion of large-scale projects, fostering a positive work environment.
- Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
- Gathered requirements and performed gap analysis through design workshops with users.
- Negotiated contracts with vendors for hardware and software purchases, maximizing ROI on technology investments.
- Established effective relationships with key stakeholders across departments to facilitate collaboration on critical projects.
- Spearheaded efforts to adopt emerging technologies within the organization, keeping pace with industry advancements.
- Collaborated with cross-functional teams to gather user feedback and incorporate it into system enhancements.
- Conducted post-implementation reviews to capture lessons learned and improve future projects.
- Designed and executed test cases to validate system functionality before full-scale rollouts.
- Provided critical support during system outages, minimizing downtime and business impact.
- Identified and resolved system bottlenecks, leading to more efficient operational workflow.
- Trained new team members on system maintenance procedures, ensuring consistent quality of work.
- Assisted in budgeting for IT projects by providing detailed cost-benefit analyses of proposed system changes.
- Conducted thorough requirements analysis to ensure software solutions met business needs.
- Enhanced system efficiency by analyzing and redesigning workflow processes.
- Improved user satisfaction with system upgrades and regular maintenance tasks.
- Led team in implementation of major systems integration project, ensuring seamless communication between different software platforms.
- Documented all system changes meticulously, ensuring knowledge was preserved for future reference.
- Developed custom scripts to automate routine tasks, saving valuable team hours.
- Optimized database performance, which allowed for quicker data retrieval and reporting.
- Streamlined data collection methods, significantly reducing manual entry errors.
- Simplified complex technical concepts for non-technical stakeholders, facilitating better decision-making processes.
Sr. IT Systems Analyst
Freddie Mac
11.2014 - 06.2019
- Designed and implemented re-engineered business processes for IT systems, driving a 15% increase in operational efficiency
- Supported the implementation and maintenance of ServiceNow modules such as Problem Management and Service Catalog
- Conducted data conversion and mapping tasks, ensuring seamless migration between legacy systems and new platforms
- Collaborated with cross-functional teams to address IT system challenges and recommend sustainable solutions
- Developed reporting dashboards to track key performance metrics, enabling data-driven decision-making
- Conducted stakeholder workshops to gather feedback and align on requirements for system enhancements
- Reviewed and updated system documentation to ensure compliance with internal standards and audit requirements
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Assisted in the development of long-term IT strategies aligned with overarching organizational goals.
- Conducted comprehensive data analysis to identify patterns and trends, informing decision-making processes.
- Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints.
- Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.
- Streamlined processes for improved productivity through thorough systems analysis and optimization.
- Mentored junior analysts on best practices in systems analysis techniques, contributing to their professional growth.
- Conducted regular system audits to ensure compliance with security protocols and best practices.
- Trained new hires on company-specific software tools, ensuring seamless integration into the team''s workflow.
- Initiated process improvement initiatives that led to cost savings while maintaining high-quality output standards.
- Collaborated with cross-functional teams to develop innovative solutions for business challenges.
- Led a team of developers in the successful completion of large-scale projects, fostering a positive work environment.
- Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
- Gathered requirements and performed gap analysis through design workshops with users.
- Negotiated contracts with vendors for hardware and software purchases, maximizing ROI on technology investments.
- Designed user-friendly interfaces for various software applications, increasing ease of use and functionality.
- Implemented strategic IT initiatives, contributing to overall company growth and success.
- Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.
- Established effective relationships with key stakeholders across departments to facilitate collaboration on critical projects.
- Spearheaded efforts to adopt emerging technologies within the organization, keeping pace with industry advancements.
- Collaborated with cross-functional teams to gather user feedback and incorporate it into system enhancements.
Education
Master (MS) - Cyber Security
Liberty University
Lynchburg, Virginia05.2022
Master (MBA) - Information Technology
Goldey-Beacom College
Wilmington, Delawar02.2014
Skills
- ServiceNow Expertise
- Business Analysis
- ITIL Environment
- Process Improvement
- Stakeholder Collaboration
- Security & Integrations
- Reporting & Analytics
- Data backup and recovery
- Training and mentoring
- Business process design
- Documentation management
- Systems analysis
- Cross-functional collaboration
- Stakeholder communication
- Business continuity
- Operating systems expertise
- Process data analysis
- End-user training
- Information security
- System analysis
Accomplishments
- Spearheaded the successful deployment of ServiceNow Incident Management, reducing downtime by 30%.
- Developed a process improvement framework that optimized IT workflows and increased team efficiency.
- Recognized for implementing effective security measures, ensuring compliance with organizational standards.
Languages
English (fluent).
Gujarati
Native or Bilingual
Hindi
Full Professional
Hobbies and Interests
Engaged in ITSM and ServiceNow user communities.
Workhours
Available full-time, hybrid model preferred.
Certification
- Project Management Institute Agile Certified Practitioner (PMI-ACP)
Timeline
Systems Specialist-Computer Systems
Sunlux Engineering Inc.
08.2024 - Current
Sr. IT Systems Analyst
Fannie Mae
06.2019 - 06.2024
Sr. IT Systems Analyst
Freddie Mac
11.2014 - 06.2019
Master (MBA) - Information Technology
Goldey-Beacom College
- Project Management Institute Agile Certified Practitioner (PMI-ACP)
Master (MS) - Cyber Security
Liberty University
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