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ServiceNow Business Analyst
Terence Baker
,
Consett, United Kingdom
Experience
Other titles
Skills
I'm offering
An IT professional with over 25 years' experience gained across a variety of industries from Health (NHS), Outsourcing, Government, Pharmaceutical, Oil & Gas and Financial. Experienced in all aspects of Service Delivery, Operations and Projects. For the last 4 years working I have been working extensively within the ITIL/ITSM environments implementing ITSM toolsets, including the design and implementation of the policies, processes and procedures. IT Qualifications & Courses: ServiceNow System Administration (Istanbul) CSME - ITIL V3 Expert (2011) CHFI - Computer Hackers Forensic Investigator - EC Council USA
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
job
ServiceNow Business Analyst
TESM.
Provide Business Analyst support to a new implementation of a Service Portal (New York) for a large global Pharmaceutical company. Working alongside TESM (ServiceNow Partner) colleagues and other Freelance consultants.
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories, whilst keeping to the "Out of the Box" design of ServiceNow
• Gap analysis "as is" and "to be" requirements (CMS Portal vs New Service Portal)
• Provide Workflow, screen layouts and field definitions for both the Developers and the End Client
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising Functional and User Acceptance Testing
• Triage and investigate defects
• Own Agile stories for their full lifecycle.
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories, whilst keeping to the "Out of the Box" design of ServiceNow
• Gap analysis "as is" and "to be" requirements (CMS Portal vs New Service Portal)
• Provide Workflow, screen layouts and field definitions for both the Developers and the End Client
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising Functional and User Acceptance Testing
• Triage and investigate defects
• Own Agile stories for their full lifecycle.
Design, CMS, Agile, Service, Pharmaceutical, Workshops, Workflow, Implementation, Support, Analyst, ServiceNow, Testing, Development, Portal
2019 - 2019
job
ServiceNow Business Analyst
Department for Education.
Provide temporary Implementation and Business Analyst support within the ServiceNow and supporting the current Product Owner, whilst the organisation recruits for several positions (Service Delivery Manager, Business Analyst and Developers). Working with stakeholders across the Department for Education.
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories, whilst keeping to the "Out of the Box" design of ServiceNow
• Gap analysis "as is" and "to be" requirements (ITIL process)
• Provide Workflow, screen layouts and field definitions and potential scripts for use by the development team
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising User Acceptance Testing
• Triage and investigate defects
• Test ServiceNow patches
• Identify requirements for the integration of SNOW (Asset Management Application) and AZURE information into the ServiceNow CMDB, building CI classes and transform maps to enable integration
Technical Author
Wrote the end to end process for Agile Story management, implementing a clear and logic process for all stakeholders engaged with using and supporting the ITSM toolset
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories, whilst keeping to the "Out of the Box" design of ServiceNow
• Gap analysis "as is" and "to be" requirements (ITIL process)
• Provide Workflow, screen layouts and field definitions and potential scripts for use by the development team
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising User Acceptance Testing
• Triage and investigate defects
• Test ServiceNow patches
• Identify requirements for the integration of SNOW (Asset Management Application) and AZURE information into the ServiceNow CMDB, building CI classes and transform maps to enable integration
Technical Author
Wrote the end to end process for Agile Story management, implementing a clear and logic process for all stakeholders engaged with using and supporting the ITSM toolset
Workflow, Service Delivery, Manager, Logic, Organization, Service Delivery Manager, Development, Testing, ServiceNow, Analyst, Support, Implementation, Design, Workshops, Service, Asset Management, Test, Integration, Management, Product owner, Agile, ITIL, Azure
2018 - 2019
job
Business Analyst - ServiceNow
Nissan UK.
Provide Business Analyst support within the ServiceNow team. Working with stakeholders across the Global Nissan brand.
Business Analyst
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories
• Identify Requirements across 3 Portals and the standard ITIL module (Request/Incident/Problem/Change and CMDB)
• Gap analysis "as is" and "to be" requirements (ITIL process)
• Provide Workflow, screen layouts and field definitions for the development teams
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising User Acceptance Testing
• Triage and investigate defects
• Test ServiceNow patches
• Chair Stakeholders/Governance meetings (Weekly/Monthly)
• Mentor Graduates
Technical Author
Wrote the end to end process for Agile Story management, implementing a clear and logic process for all stakeholders engaged with using and supporting the ITSM toolset
Business Analyst
• Hold workshops where required with stakeholders to identify Users requirements both functional and non-functional for development Stories
• Identify Requirements across 3 Portals and the standard ITIL module (Request/Incident/Problem/Change and CMDB)
• Gap analysis "as is" and "to be" requirements (ITIL process)
• Provide Workflow, screen layouts and field definitions for the development teams
• Work with developers in conjunction with User requirements
• Perform initial testing prior to organising User Acceptance Testing
• Triage and investigate defects
• Test ServiceNow patches
• Chair Stakeholders/Governance meetings (Weekly/Monthly)
• Mentor Graduates
Technical Author
Wrote the end to end process for Agile Story management, implementing a clear and logic process for all stakeholders engaged with using and supporting the ITSM toolset
ITIL, Agile, Mentor, Management, Test, Workshops, Workflow, Support, Analyst, ServiceNow, Testing, Development, Logic
2017 - 2018
job
Business Analyst - ServiceNow
Aberdeen Standard Investments.
This was a very hands on position within a small implementation team where I covered a number of the following roles whilst implementing a new ITSM tool (ServiceNow - Istanbul)
Business Analyst
• Hold workshops for Incident, Problem, Change and Service Asset and Configuration Management
• Identify User and Functional Requirements
• Gap analysis "As is" and "to be" requirements
• Work with developers in conjunction with User requirements
• Train Support Teams in ServiceNow
System Administrator
• Create Roles and Groups for Support Teams
• Update Service Request workflow for Support Teams based on their requirements
• Configure Forms/List views for Incident, Problem, Change and CMDB as identified in workshops
• Create Dashboards for the Architecture teams based on the UPMX designed reports
• Create Menu option "WorkBench" for all support team to work from
• Generate Management and Team Dashboard and Reports
Technical Author
• Update Policies and Processes for the following:-
◦ Incident
◦ Problem
◦ Service Request
◦ Knowledge
◦ UPMX (Architecture Application Toolset plugin for ServiceNow)
◦ Change Management
• Wrote new detailed Procedures for the following modules:-
◦ Incident
◦ Problem
◦ Service Request
◦ Knowledge
◦ Portal
◦ UPMX
◦ Change Management
• Wrote test scripts
Working for Aberdeen Asset Management, documenting Global Desktop Policies, Processes and Procedures for the Infrastructure projects to allow easy transition into Live Services.
• Wrote end to end process for application packaging for hand over to live services.
• Wrote operational guides for all application software used in the operational packaging process for sign off by the newly created Service Integration team.
• Wrote User manual for Apptracker for the global desktop program for used by the support teams via the end to end process for application packaging.
• Veritas Netbackup- written documentation for a "shift left" operation for all Support Teams to perform backup and restore capabilities for their end clients. SQL, Exchange SharePoint teams etc.
• Wrote operational guide and DR process and procedures for Verits netbackup.
• Business analysis identification of Service Requests for the newly implemented Veritas Netbackup application and storage requirements for the Backup and Storage team to enabled easier assignments via service request within ServiceNow.
• Validating and evaluating Desktop Video editing tools for use as Procedures to be held in the Knowledge base alongside words documents.
Business Analyst
• Hold workshops for Incident, Problem, Change and Service Asset and Configuration Management
• Identify User and Functional Requirements
• Gap analysis "As is" and "to be" requirements
• Work with developers in conjunction with User requirements
• Train Support Teams in ServiceNow
System Administrator
• Create Roles and Groups for Support Teams
• Update Service Request workflow for Support Teams based on their requirements
• Configure Forms/List views for Incident, Problem, Change and CMDB as identified in workshops
• Create Dashboards for the Architecture teams based on the UPMX designed reports
• Create Menu option "WorkBench" for all support team to work from
• Generate Management and Team Dashboard and Reports
Technical Author
• Update Policies and Processes for the following:-
◦ Incident
◦ Problem
◦ Service Request
◦ Knowledge
◦ UPMX (Architecture Application Toolset plugin for ServiceNow)
◦ Change Management
• Wrote new detailed Procedures for the following modules:-
◦ Incident
◦ Problem
◦ Service Request
◦ Knowledge
◦ Portal
◦ UPMX
◦ Change Management
• Wrote test scripts
Working for Aberdeen Asset Management, documenting Global Desktop Policies, Processes and Procedures for the Infrastructure projects to allow easy transition into Live Services.
• Wrote end to end process for application packaging for hand over to live services.
• Wrote operational guides for all application software used in the operational packaging process for sign off by the newly created Service Integration team.
• Wrote User manual for Apptracker for the global desktop program for used by the support teams via the end to end process for application packaging.
• Veritas Netbackup- written documentation for a "shift left" operation for all Support Teams to perform backup and restore capabilities for their end clients. SQL, Exchange SharePoint teams etc.
• Wrote operational guide and DR process and procedures for Verits netbackup.
• Business analysis identification of Service Requests for the newly implemented Veritas Netbackup application and storage requirements for the Backup and Storage team to enabled easier assignments via service request within ServiceNow.
• Validating and evaluating Desktop Video editing tools for use as Procedures to be held in the Knowledge base alongside words documents.
Workshops, Processes, Portal, Guide, Administrator, Storage, Configuration Management, Software, ServiceNow, Backup, Infrastructure, Analyst, Support, Implementation, Workflow, Sql, Architecture, Video editing, Service, Asset Management, Test, Integration, Management, Packaging, Exchange, SharePoint, Business Analysis, Video, Change management
2016 - 2017
job
Service Manager ITSM/ITIL Implementation Service Now Helsinki Upgrade
Alere International (Pharmaceutical).
Bedford (Home Working)
Working for the Alere Group, reviewing the implementation of their CMDB and upgrading their Cloud based ITSM tool across the Global Group, across 80 companies.
• Hold workshops for Incident, Problem, Change and Service Asset and Configuration Management
• Identify User and Functional Requirements
• Gap analysis "As is" and "to be" requirements
• Work with the CSV Validation team to validate the upgrade of ServiceNow
• Wrote User Stories
• Work with developers in conjunction with User stories
• Update new Policies and Processes for the Helsinki upgrade across all Service Management interfaces
• Wrote and review test scripts for Helsinki upgrade
• Management of UAT
• Review and update Application portfolio (Asset Management/Due Diligence exercise)
• Defining CMDB data requirements
• Develop process for updating/populating Service Now CMDB
• Work with Developers for the implementation of Discovery tool within ServiceNow
• Stakeholder Management between 80 Entities (Companies within the Alere Group) reviewing CDMB data
• Provide verified data/information to Project teams prior to starting Projects
Working for the Alere Group, reviewing the implementation of their CMDB and upgrading their Cloud based ITSM tool across the Global Group, across 80 companies.
• Hold workshops for Incident, Problem, Change and Service Asset and Configuration Management
• Identify User and Functional Requirements
• Gap analysis "As is" and "to be" requirements
• Work with the CSV Validation team to validate the upgrade of ServiceNow
• Wrote User Stories
• Work with developers in conjunction with User stories
• Update new Policies and Processes for the Helsinki upgrade across all Service Management interfaces
• Wrote and review test scripts for Helsinki upgrade
• Management of UAT
• Review and update Application portfolio (Asset Management/Due Diligence exercise)
• Defining CMDB data requirements
• Develop process for updating/populating Service Now CMDB
• Work with Developers for the implementation of Discovery tool within ServiceNow
• Stakeholder Management between 80 Entities (Companies within the Alere Group) reviewing CDMB data
• Provide verified data/information to Project teams prior to starting Projects
Asset Management, Manager, Processes, Service Manager, Configuration Management, ServiceNow, Implementation, Workshops, Service, ITIL, Service Management, Test, Due Diligence, Management, User stories, Stakeholder Management, Cloud
2015 - 2016
job
Service Manager ITSM/ITIL Implementation Heat Implementation
Co-operative Group.
Working for the Co-Operative Group, providing advice and guidance for Retail, General Insurance, Funeral Care and Back office services and systems, reviewing the implementation of their new Cloud based ITSM tool, across the Group
• Review and update Incident, Problem and Change Management Policies and Processes after periods of failure
• Development of ITSM templates, including transition/acceptance criteria
• Gap analysis between "as is" to "to be" across diverse business unit for ITSM capabilities.
• Development of action plans.
• Hold workshop's and identify User requirements
• Wrote User stories
• Work with developers in conjunction with User stories and new processes
• Work with all Business Units to update their internal Policies and Processes to align with new Policies
• Established federated model of change management between business units and group-level functions
• Operational Acceptance Test the update version of the ITSM Tool (HEAT)
• Wrote Test scripts for UAT
• Management of UAT
• Definition, preparation of training material for new ITSM Tool
• Delivery of training
• Technical author of the User Manual
Employer
Crossrail
DMSG/DVLA
Access Prepaid Worldwide/MasterCard
Capgemini/Lloyd's Register
Stoas - E-Learning Company
ABN AMRO
Position Held
Service Assurance
Service Manager EUC
Transition Manager/Command and Control
Desktop refresh Scheduling Manager
Shell International Service Manager
• Review and update Incident, Problem and Change Management Policies and Processes after periods of failure
• Development of ITSM templates, including transition/acceptance criteria
• Gap analysis between "as is" to "to be" across diverse business unit for ITSM capabilities.
• Development of action plans.
• Hold workshop's and identify User requirements
• Wrote User stories
• Work with developers in conjunction with User stories and new processes
• Work with all Business Units to update their internal Policies and Processes to align with new Policies
• Established federated model of change management between business units and group-level functions
• Operational Acceptance Test the update version of the ITSM Tool (HEAT)
• Wrote Test scripts for UAT
• Management of UAT
• Definition, preparation of training material for new ITSM Tool
• Delivery of training
• Technical author of the User Manual
Employer
Crossrail
DMSG/DVLA
Access Prepaid Worldwide/MasterCard
Capgemini/Lloyd's Register
Stoas - E-Learning Company
ABN AMRO
Position Held
Service Assurance
Service Manager EUC
Transition Manager/Command and Control
Desktop refresh Scheduling Manager
Shell International Service Manager
Service, Manager, Processes, Service Manager, Workshop, International, Insurance, Office, Development, Implementation, Change management, Test, Management, E-learning, User stories, Cloud, ITIL, Training, Retail
2014 - 2015
freelance
ITIL Consultant
Location and Dates.
Swansea 08/14 - 11/14
Peterborough 04/13 - 05/14
London 01/12 - 04/13
Amsterdam 03/11 - 11/11
Peterborough 04/13 - 05/14
London 01/12 - 04/13
Amsterdam 03/11 - 11/11
ITIL
2009 - 2011
job
Project Manager - Desktop Rollout
Capgemini (HMRC).
11/08 - 06/09
Project Manager, Manager
2008 - 2008
freelance
ITIL Consultant - Incident, Problem and Change Manager
Shell International.
ITIL, Manager
2007 - 2008
freelance
ITIL Consultant - Global Incident &Problem Manager
ABN AMRO.
ITIL, Manager
2005 - 2006
job
EMEA Problem / Incident Manager
JPMorgan Investment Bank.
Manager
2004 - 2005
job
ITIL Team Lead - Problem / Major Incident Manager
BT C&SI.
(Extended)
ITIL, Manager
2003 - 2004
job
Computer Shift Operator
Sunderland County Council.
2001 - 2002
job
Testing Environment Service Manager
Royal Bank of Scotland.
(extended)
Service, Testing, Service Manager, Manager
2000 - 2001
job
ITIL Incident\NOC Manager
Merrill Lynch/HSBC Internet Bank.
(extended)
ITIL, Manager
1999 - 2000
job
Team Leader Operations Analyst
British Midlands Airways.
(extended)
Operations, Analyst
1997 - 1999
job
Deputy Service Delivery Manager
ITNET Ltd.
(Outsource Contract Ended)
Service, Service Delivery Manager, Manager, Service Delivery
1990 - 1992
job
Computer Shift Operator
Newcastle Health Authority.
(Promoted)
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