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Hi, I'm Ritu Chaudhary, a Senior ServiceNow Business Analyst with 9+ years of experience delivering enterprise-scale ITSM, HRSD, and automation solutions across banking, financial services, telecommunications, and enterprise environments. I specialize in translating business needs into actionable features and user stories in SAFe Agile settings, bridging the gap between business and technical teams, and driving process optimization while ensuring data quality, security, and regulatory compliance. My work includes building integrations (REST APIs, eBonding), CMDB governance, Work On Demand, and automation of vendor billing and financial processes, as well as VM provisioning/deprovisioning. I am passionate about creating scalable, cost-effective ServiceNow solutions that improve operational efficiency and financial workflow accuracy, and I enjoy collaborating with stakeholders to achieve PI objectives.…Hi, I'm Ritu Chaudhary, a Senior ServiceNow Business Analyst with 9+ years of experience delivering enterprise-scale ITSM, HRSD, and automation solutions across banking, financial services, telecommunications, and enterprise environments. I specialize in translating business needs into actionable features and user stories in SAFe Agile settings, bridging the gap between business and technical teams, and driving process optimization while ensuring data quality, security, and regulatory compliance. My work includes building integrations (REST APIs, eBonding), CMDB governance, Work On Demand, and automation of vendor billing and financial processes, as well as VM provisioning/deprovisioning. I am passionate about creating scalable, cost-effective ServiceNow solutions that improve operational efficiency and financial workflow accuracy, and I enjoy collaborating with stakeholders to achieve PI objectives.

Ritu Chaudhary

Project Manager, Product Designer, UI Designer, +4

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Hi, I'm Ritu Chaudhary, a Senior ServiceNow Business Analyst with 9+ years of experience delivering enterprise-scale ITSM, HRSD, and automation solutions across banking, financial services, telecommunications, and enterprise environments. I specialize in translating business needs into actionable features and user stories in SAFe Agile settings, bridging the gap between business and technical teams, and driving process optimization while ensuring data quality, security, and regulatory compliance. My work includes building integrations (REST APIs, eBonding), CMDB governance, Work On Demand, and automation of vendor billing and financial processes, as well as VM provisioning/deprovisioning. I am passionate about creating scalable, cost-effective ServiceNow solutions that improve operational efficiency and financial workflow accuracy, and I enjoy collaborating with stakeholders to achieve PI objectives.…Hi, I'm Ritu Chaudhary, a Senior ServiceNow Business Analyst with 9+ years of experience delivering enterprise-scale ITSM, HRSD, and automation solutions across banking, financial services, telecommunications, and enterprise environments. I specialize in translating business needs into actionable features and user stories in SAFe Agile settings, bridging the gap between business and technical teams, and driving process optimization while ensuring data quality, security, and regulatory compliance. My work includes building integrations (REST APIs, eBonding), CMDB governance, Work On Demand, and automation of vendor billing and financial processes, as well as VM provisioning/deprovisioning. I am passionate about creating scalable, cost-effective ServiceNow solutions that improve operational efficiency and financial workflow accuracy, and I enjoy collaborating with stakeholders to achieve PI objectives.

Available to hire

Hi, I’m Ritu Chaudhary, a Senior ServiceNow Business Analyst with 9+ years of experience delivering enterprise-scale ITSM, HRSD, and automation solutions across banking, financial services, telecommunications, and enterprise environments. I specialize in translating business needs into actionable features and user stories in SAFe Agile settings, bridging the gap between business and technical teams, and driving process optimization while ensuring data quality, security, and regulatory compliance.

My work includes building integrations (REST APIs, eBonding), CMDB governance, Work On Demand, and automation of vendor billing and financial processes, as well as VM provisioning/deprovisioning. I am passionate about creating scalable, cost-effective ServiceNow solutions that improve operational efficiency and financial workflow accuracy, and I enjoy collaborating with stakeholders to achieve PI objectives.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Business Analyst / Project Manager at Centura Cores

September 1, 2025 - Present

Contract Part-time role (Remote, British Columbia, Canada). Led cross-functional requirement workshops with IT, Finance, and Operations teams to identify process gaps impacting 5+ business units. Translated 30+ business requirements into Features and 70+ User Stories in a SAFe Agile environment, achieving 95% PI objective predictability. Automated Service Catalog requests and approval workflows in ServiceNow, reducing manual processing by 30%. Documented and supported REST API integrations between ServiceNow and ERP systems, reducing payment-related ticket resolution time by 25%. Improved CMDB data accuracy from 70% to 92% through CI normalization and reconciliation. Designed KPI dashboards and reports to improve leadership visibility, and coordinated UAT cycles, reducing post-production defects by 35%.

Contract Business Systems Analyst at TELUS

September 1, 2024 - May 31, 2025

Banking-focused projects including Vendor Invoice Automation, HRSD Enablement, and VM Provisioning Automation. Served as liaison between business stakeholders, IT teams, and vendors in a SAFe environment. Translated business needs into Features and User Stories aligned with PI objectives. Implemented REST API integrations for bidirectional data exchange between ERP/financial systems and ServiceNow modules (Incident, Change, Request). Led Auto-Cut Incident framework for failed payments and eBonding bridge with external vendor systems. Enabled HRSD Case Management with secure data handling and regulatory compliance. Contributed to CMDB data quality and service mapping improvements; automated VM provisioning/deprovisioning workflows.

Senior Business Systems Analyst/Project Manager at WORLDYARD

September 1, 2017 - May 1, 2022

Led end-to-end business analysis across multiple ServiceNow ITSM initiatives. Collaborated with ServiceNow SMEs to translate business needs into scalable technical solutions, including API-based integrations with third-party monitoring, asset management, and financial/vendor systems. Projects included Auto-Incident Generation from financial events, Vendor eBonding Automation, Work On Demand Enablement, and CMDB Governance. Defined service catalog items, SLAs, and fulfillment workflows; drove CMDB foundation initiatives and governance; coordinated Stakeholder and Vendor workshops and led UAT/defect management to ensure quality delivery.

Business Analyst at ROADIS

May 1, 2015 - August 1, 2017

Supported requirements gathering, documentation, and ServiceNow process implementations. Assisted in defining IT services, workflows, and reporting; contributed to CMDB data onboarding, CI validation, and relationship setup. Supported incident, change, and request workflows with basic integrations and automation; participated in system testing, validation, and release readiness activities. Drove end-to-end business analysis across strategic initiatives, mentoring junior analysts and coordinating with cross-functional teams.

Junior Business Analyst at ETHYX

May 1, 2014 - April 1, 2015

Reviewed and analyzed business systems, processes, and user needs. Implemented data quality metrics, supported financial, product, and operational analyses, and produced dashboards. Conducted operational research to support planning, and designed and implemented reporting processes and corporate dashboards using Power BI.

Senior Business Analyst / Project Manager at Centura Cores

September 1, 2025 - Present

Led cross-functional requirement workshops with IT, Finance, and Operations teams to identify process gaps across 5+ business units. Analyzed and optimized Incident, Change, and Service Request workflows, improving SLA compliance by 28% within two Program Increments. Translated 30+ business requirements into Features and 70+ User Stories in a SAFe Agile environment. Automated Service Catalog requests and approvals, reducing manual processing by 30%. Documented REST API integrations between ServiceNow and ERP systems, reducing payment-related ticket resolution time by 25%. Improved CMDB data accuracy from 70% to 92% through CI normalization and reconciliation. Designed KPI dashboards and supported UAT cycles, improving leadership visibility and decision-making turnaround time by 20%.

Business Systems Analyst (Contract) at TELUS

September 1, 2024 - May 1, 2025

Liaised between business stakeholders, IT teams, and vendors to optimize internal billing and vendor payment processes. Translated business needs into Features and User Stories aligned with PI objectives. Designed and supported REST API integrations for bidirectional data exchange between ERP/financial systems and ServiceNow Incidents, Changes, and Requests. Implemented Auto-Cut Incident Framework for failed vendor payments and eBonding Bridge for real-time incident-change ticket exchange. Enabled HR Service Delivery Case Management and CMDB data quality improvements; supported VM provisioning automation.

Senior Business Systems Analyst / Project Manager at WORLDYARD

September 1, 2017 - May 1, 2022

Led end-to-end ServiceNow ITSM initiatives; designed and implemented auto-incident generation from financial events; implemented Vendor eBonding automation; supported Work On Demand Enablement; contributed to CMDB Foundation and Governance.