TUSHARA P
Barrie,ON
Summary
Results-driven Senior Business Systems Analyst with 12+ years of experience, including 4+ years specializing in ServiceNow implementations across ITSM, ITOM, CMDB, Discovery, and integrations. Extensive public-sector and enterprise background delivering scalable, compliant, and automated ServiceNow solutions. Adept at leading cross-functional teams, facilitating Agile delivery, and driving ITIL-aligned processes. Strong track record of translating business needs into ServiceNow workflows, integrations, and analytics that enable data-driven decisions.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sr. Business System Analyst
City of New York
New York, NY, USA
01.2020 - 08.2024
- Served as primary liaison between technical and non-technical stakeholders, ensuring clear communication throughout ServiceNow project lifecycles.
- Led ServiceNow enhancement initiatives including eBonding integrations, Autocut automations, and Scoped Application development, aligning with ITSM strategy.
- Designed and implemented integrations between Incident Management and CMDB, ensuring incidents were automatically linked with correct CIs, improving SLA tracking.
- Gathered and translated business requirements into ServiceNow functional specifications consistent with ITIL best practices and SDLC methodology.
- Developed ITOM use cases for CI lifecycle governance and automated exception handling, reducing manual intervention by 30%.
- Created and maintained user guides and documentation for ServiceNow modules, reducing IT support tickets by 40% and improving onboarding speed.
- Served as product owner proxy in Agile teams, managing sprints, backlog grooming, and sign-off of UAT and production releases.
- Developed and deployed Power BI dashboards integrating ServiceNow data, improving reporting accuracy and management’s decision-making by 40%.
- Directed change management and QA efforts for ServiceNow data uploads, system enhancements, and reporting processes.
- Organized JAD sessions to elicit requirements, performed GAP analysis, and produced business process flows using Visio.
Sr. Business System Analyst
City of New York
New York, NY, USA
01.2018 - 01.2020
- Managed and represented as a single point of contact for 2 major projects, handling 85% of all client communications, requirements, reports, queries and production issues.
- Led the initiative of migrating the legacy system (using Mainframe Unisys mapper) into newer technologies. This included managing multiple Vendor teams and coordinating their effort of new enhancements and Maintenance & Operation work in parallel through multiple releases.
- Monitored and analyzed trends related to HRA client critical data, to create solutions that help meet regulatory needs for the Business.
- Created detailed process diagrams and decision models using Visio for system enhancement initiatives, improving communication and traceability across stakeholders.
- Demonstrated strong project management skills by utilizing JIRA and Confluence to coordinate projects and meet deadlines effectively.
- Developed database objects including tables, views and materialized views using Mapper (Mainframes) and SQL.
- Managed requirements traceability and created comprehensive test scenarios for QA and UAT phases.
- Generated comprehensive reports and visualizations using Power BI, enhancing data-driven insights for the organization.
Business System Analyst
BSASPEC INC
NJ, USA
10.2016 - 01.2018
- Gathered requirements through JAD sessions and managed requirements traceability for digital transformation projects in the retail domain.
- Collaborated with cross-functional teams to define and document business and data requirements supporting digital integrations across retail platforms.
- Created system impact analyses and data migration mapping documents to support large-scale platform modernization and application migration initiatives.
- Designed Power BI reports and dashboards leveraging retail business data to provide executive-level insights on sales, operations, and customer engagement.
Business Analyst
Pennywise Solutions
Hyderabad, India
01.2012 - 12.2014
- Collaborated with business users to document requirements and workflows; created technical use case documentation and queries for data analysis.
- Created Use case diagrams and Workflows using MS Visio
- Extracted data from various application databases using complex queries to perform data analysis.
- Communicated effectively across company contacts and clients, internal team about the project requirements, schedules and launches.
Business Analyst
Amazon Development Center Pvt Ltd
Hyderabad, India
10.2009 - 12.2011
- Delivered exceptional customer service to policyholders by providing assistance in itemizing damages and finding suitable solutions
- Promoted to Search and Rescue team within 6 months of joining the Organization to contribute more into analytics and reporting
- Active member of kaizen team for observing, engaging and improving process and teams
Education
Masters of Science - Information Technology
Southern New Hampshire University
05.2016
Bachelors of Technology - Computer Science & Engineering
JNTU Hyderabad
06.2009
Skills
- ServiceNow: ITSM, ITOM, CMDB, Discovery, Service Mapping, Scoped Apps, Flow Designer
- Frameworks: ITIL, Agile (Scrum/SAFe), DevOps
- Business Analysis: Requirements Elicitation, BPMN/UML, BRD, FSD, RTM, GAP Analysis
- Tools: Jira, Confluence, MS Visio, Azure DevOps, Rational Requisite Pro
- Data & Reporting: Power BI, Tableau, SQL, Oracle, Teradata, MySQL
- Project Leadership: Stakeholder Management, Change Management, Release Planning, UAT
Websites
Certification
- Micro-Certification – Flow Designer
- Micro-Certification – Integration Hub
- ServiceNow System Administrator Certification (CSA) – Training Completed
Timeline
Sr. Business System Analyst
City of New York
01.2020 - 08.2024
Sr. Business System Analyst
City of New York
01.2018 - 01.2020
Business System Analyst
BSASPEC INC
10.2016 - 01.2018
Business Analyst
Pennywise Solutions
01.2012 - 12.2014
Business Analyst
Amazon Development Center Pvt Ltd
10.2009 - 12.2011
Bachelors of Technology - Computer Science & Engineering
JNTU Hyderabad
Masters of Science - Information Technology
Southern New Hampshire University