Kabria H.
Servicenow Business Process Consultant @Intact Technology
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WORK HISTORY
Servicenow Business Process Consultant @Intact Technology
US
ServiceNow Business Process Consultant driving enterprise implementation, platform optimization, and Agile delivery across ITSM, ITOM, and GRC workflows.• Partner with business stakeholders, product owners, and ServiceNow development teams to analyze, prioritize, and deliver 20+ quarterly enhancements across ServiceNow ITSM, ITOM, and GRC modules, supporting enterprise service management initiatives.• Lead requirements elicitation, backlog refinement, and process analysis, translating business needs into Agile user stories and acceptance criteria, improving sprint readiness and reducing development rework by 25%.• Advise stakeholders on ServiceNow out-of-the-box (OOB) capabilities and ITIL best practices, identifying opportunities for process standardization, workflow optimization, and scalable platform configuration.• Collaborate with developers, architects, and technical teams to support end-to-end ServiceNow solution delivery, ensuring enhancements align with enterprise architecture and governance standards.• Develop and maintain process documentation, FAQs, and user guides, improving operational readiness and platform adoption for 100+ internal and external ServiceNow users.• Conduct solution validation and testing reviews within the ServiceNow platform for MSP-delivered solutions, contributing to a 98% pre-production test pass rate and stable platform releases.• Manage User Acceptance Testing (UAT) by reviewing test scenarios, validating results, tracking defects, and coordinating issue resolution to ensure on-time deployments and sprint releases.
EDUCATION
University of Maryland Global Campus
Bachelor of Business Administration - BBA, Business Administration and Management, General
ABOUT KABRIA H.
ServiceNow Business Process Consultant specializing in ITSM implementation, ITIL process optimization, and Agile delivery across enterprise ServiceNow platforms. I partner with business stakeholders, product owners, and technical teams to translate complex operational needs into scalable ServiceNow solutions that improve service delivery, process efficiency, and platform adoption.My experience includes supporting ServiceNow ITSM implementations, platform enhancements, and managed services delivery across multiple ServiceNow applications, including ITSM, ITOM, and GRC. I focus on identifying process gaps, recommending out-of-the-box (OOB) ServiceNow capabilities, and driving improvements aligned with ITIL best practices and enterprise governance standards.I regularly lead requirements gathering sessions, backlog refinement, and process analysis workshops, converting business needs into Agile user stories and acceptance criteria that enable development teams to deliver high-quality platform enhancements. I’m passionate about helping organizations leverage ServiceNow as a strategic enterprise platform to streamline operations, improve service management, and enable digital transformation.
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