Tey Ogunsakin

ad168v@r.postjobfree.com

317-***-****

Dallas, TX

SUMMARY:

• Over 5 years experienced ServiceNow Developer/Administrator in all aspects of full Software Development Lifecycles, including requirement gathering, project scoping, design, implementation, deployment, project coordination and conflict resolution.

• Experience in ServiceNow administration, Managing and configuring ServiceNow Instance, including user and access management, system upgrades and integration with other applications.

• Hands on experience in ServiceNow Development, Customization of applications and modules using ServiceNow Studio and scripting language such as JavaScript, Angular JS and HTML. Also in creating workflow, business rules and UI policies to automate business processes.

• In-depth understanding of different ServiceNow modules such as ITSM (Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog to streamline IT operations and improves service delivery), CSM, GRC, SecOps.

• Extensive ServiceNow Integration Experience with other applications such as JIRA, Salesforce, PagerDuty, and Microsoft Azure using REST APIs, MID servers, and web services.

• Major experience on SaaS (software as a service) based tools (ServiceNow), with focus on implementing ITIL processes.

• I possess excellent communication, problem solving and leadership skills committed to deliver high quality solutions that meet business requirements.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer/Administrator.

Skybarrel Solutions, Maryland July 2018- Present

• Used the UI to administer Tables, Fields and relationships.

• Technical development using ServiceNow Platform, implements all technical aspects of service delivery to highest level of quality (measured against customer expectation) and can solve technical problems unresolved by technical consultants.

• Customized and configured ServiceNow CSM workflows, catalog items, and knowledge bases to align with business needs.

• Configured remediation target rules to meet requirements based on risk rating and affected CIs.

• Automated the process of false-positive workflow for vulnerable items.

• Created and configured the Applications, Modules, Business Rules, Client Scripts, UI Actions, UI Pages in ServiceNow.

• Provided analysis of problems and resolution for the productions issues related to the ServiceNow Platform within the Service Level Agreement. SLA.

• Integrated the CSM portal with the backend systems, such as ticketing and case management to ensure seamless Information exchange and workflow automation.

• Executed Implementation, Customization, and Maintenance of ITIL modules such as Incident management, Change management, Problem management, Knowledge management, Service Catalog in ServiceNow.

• Configured guided tour for the release process to guide users how to create a release reports and walk users through the process of completing the release tasks associated with the release records.

• Setting up Access Control Lists (ACL) to restrict access to other users who do not have required roles.

• Leveraged ServiceNow to create a dashboard for stakeholders using ServiceNow widgets, report, indicators, trend, performance analytics, integrating design and development.

• Documented the help text verbiage for the release and configure help for all fields in the release form.

• Building Backend logic and Scripts to automate processes.

• Worked with ServiceNow Workflows, Import Sets and Update Sets.

• Created intuitive and user-friendly portal interfaces to enable self-service and empower customers to resolve their issues independently.

• Provided troubleshooting and technical analysis with ServiceNow users to resolve issues when necessary.

• Executed closing the open incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfaction results.

• Managed ITIL processes monitoring overall system performance using the system performance and system Diagnostic dashboards.

• Used ServiceNow for ticketing/change management. Identity management, Access control, user admin.

• Worked on UI customizations for forms, lists and UI actions.

• Created transformed maps for importing CMBD data.

• Contributed to daily, weekly and monthly meetings with Clients on progress and discussions on the upcoming work.

• Used system logs to view information about system activities (i.e Workflow, Configuration, Transaction, Email, Events and System Upgrade Logs), Service Catalogs (Request Items, Order Guide, and Record Producer) created based on Clients requirements.

• Managed and Resolved Incident Tickets and Request Items on daily basis.

• Configured dashboards knowledge articles to be viewable on agents workspace, vast with agent workspace, ITSM, CSM portal and Service portal.

• Managed technical documentation of Configuration, Customization, Integration with External Services.

• Scheduling Reports daily to the customers based on their requests.

• Executed various workflows for Incident Management, Change Management, Service Requests and SLA’s.

• Involved in implementing Service Catalog and Request Workflow Design and Configuration.

• ITSM: Changed Management, Problem Management, Incident Management, dashboards, reporting. SKILLS:

Agile and Scrum Methodology, CSS, Service Portal Development, SQL Database, Email Notifications, Business Analysis, Requirement Analysis, Microsoft Project, Excel, Powerpoint, Time management. EDUCATION:

• Certified ServiceNow System Administrator

• Professional Scrum Master

• CAD (IN-View)

• General ServiceNow Best Practices

• Bachelor's degree in Urban and Regional Planning

• Industrial management (Lean Six) University of Central Missouri

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