Robert Akahara

MBA, BSc, ITIL

ServiceNow Business Analyst/ Business Process Consultant

+1-214-***-**** ad1t39@r.postjobfree.com USA

PROFESSIONAL SUMMARY

Robert Akahara is a ServiceNow ITSM Business Analyst/ Business Process Consultant with over 4-5 years experience in ServiceNow ITSM processes, including Incident, Problem, Change, Knowledge, Service Catalog, Request Management and CMDB, as well as reporting/analytics and performances metrics. Skilled in gathering requirements, user story writing, backlog management, backlog prioritization. Proficient in designing, building and creating workflow diagrams, customizing applications and providing support to end users, collaborating with process owners and different stakeholders and working with different ServiceNow applications and modules. Experienced in working on different ServiceNow instances, from San Diego to Vancouver. Understanding Agile program management and SDLC. Proven skills to deliver end to end testing, create procedures and training materials, conduct training sessions and support post-migration hyper care.

HIGHLIGHT

Detailed knowledge of ServiceNow Suite Implementation and Migration Processes and best practices.

Creative, adaptable, accountable professional with strong communication skills resulting in proven business*success in a wide range of environments with diverse groups of people.

Adept at learning fast, and I try to consistently meet deadlines and targets, while still

delivering high-quality work.

Have the ability to multi-task, work independently and as part of a team.

SKILLS LEVEL AND STRENGHTS

Strong consulting, oral presentation, and written communications skills

Proven analytical problem-solving skills.

MS PowerPoint, Word, Excel and Visio, Jira Software, One Trust Platform.

Very Strong in ServiceNow Configurations Management (CMDB), Incident Management Module, Service Catalog Module.

Strong in ServiceNow ITSM Change management Module, Problem Management Module, ServiceNow Core Platform Setup.

Knowledgeable in ServiceNow ITSM Knowledge Management Module, ITOM and ITAM.

ACHIEVEMENTS/PROJECT ACCOMPLISHED

CMDB Transformation: Mapping of complete Business Applications to Infrastructure; Infrastructure Technologies Count Reconciliation between Data Centers and CMDB, Data Cleanup.

Migration of ITSM core Data from Legacy Environments to ServiceNow.

Revamping of Service Catalog on ServiceNow platform and Service Portal.

Implementation of ServiceNow ITSM capabilities, Service Catalog, Incident Management, Change Management, Problem Management and Configuration Management (CMDB), with effective enhancement of work productivity by 40%, increased service delivery of 15% and a significant improvement in user experience via service portal by 25%.

Integration between ServiceNow and Jira Application.

Integration between ServiceNow CMDB and LeanIX enterprise architectural tool.

Integration between ServiceNow and Airwatch application.

Integration between ServiceNow Service Catalog and SAP service cloud.

WORK EXPERIENCE

ServiceNow Business Analyst (IQVIA) (Contract)

Remote. Feb. 2022 – Oct. 2023

Worked with Process owners in ServiceNow ITSM implementation on Incident, Change, Problem, Service Catalog, Request Management and CMDB.

Built a roadmap for ServiceNow capability for my organization.

Worked with Process owners and other stakeholders in creating workflow diagrams, flow designs, business rules, scripts and Access Control List (ACL) rules.

Worked with the Scrum and Development team throughout the refinement, QA testing, Demo and release state of the product into production environments. Having a good knowledge of SDLC processes and Agile methodology.

Worked with process owners and other stakeholders in gathering their requirements, documenting them and translating them into user stories and refining them for readiness for development and release to production.

Took part in the daily standup meetings conducted by the Scrum team and attending by key stakeholders to ensure effective development processes in the SDLC environment.

Facilitated requirement sessions and providing recommendations to streamline and optimize processes.

Partnered with ServiceNow Application Architect and Development team to determine the best technical solution to address the requirements.

Defined test cases and acceptance criteria with the process owner and scrum master.

Supported the Scrum team and key stakeholders in UAT procedures before release of product to production instance in ServiceNow.

ServiceNow Business Analyst/Business Process Consultant HCI (Contract)

Remote. Nov. 2019 – Dec. 2021

Worked with Process owners and other stakeholders in the implementation of ServiceNow ITSM suite (Incident, Problem, and Change Management).

Worked with Process owners and other stakeholders in implementation of other ServiceNow modules (Service Catalog, SLA, CMDB,)

Worked with business and IT stakeholders in requirement gathering for ServiceNow functionality, including service catalog items, documented full requirements, including layout, fields, workflows, team processes as well system processes.

Worked with product and process owners in user story writing, backlog management, backlog prioritization of their requirements for development, and performed testing in pre-Prod environments to ensure that the documented requirements are met.

Worked with engagement manager in reviewing the SOW of the ServiceNow implementation project workshop by addressing the ServiceNow implementation methodologies, time frame, roles and responsibilities of key stakeholders, RIDAC and escalation path.

Worked with the engagement manager, project manager, technical consultant and other stakeholders in delivering a best practice presentation on ServiceNow ITSM capabilities and processes.

Worked with the Scrum master and the scrum team in testing the developed products for preparation for UAT before release to production to the end users.

Worked with Process and product owners, with other stakeholders to facilitate requirements sessions, provide recommendations to streamline and optimize processes. I Partnered with the ServiceNow Application Architect and development team to determine the best technical solution to address the requirements.

Worked with the Scrum team and Developers during the SLDC processes, during the ServiceNow ITSM implementation process.

Contributed to the daily Standup meetings and Retrospect meetings as a continual improvement process towards achieving set goals and objectives of the project.

ServiceNow Business Analyst DXC Technologies

Hybrid. Nov.2018 – October.2019 (Contract)

Supported in the daily Standup meetings and Retrospect meetings as a continual improvement process towards achieving set goals and objectives of the project.

Worked with the Scrum and Developer team throughout the refinement, QA testing, Demo and release state of the product into production environments.

Supported the Scrum team all through the SDLC processes from Agile methodology standpoint.

Facilitated requirement gathering meetings with the process owners of ServiceNow ITSM capabilities.

Supported in Migration of data from legacy environment (Jira Software tool) into ServiceNow ITSM platform.

Facilitated the implementation and integration processes of ServiceNow ITSM suites and capabilities to sooth the business needs of the various departments in the organization.

Created and built workflow diagram and operational steps during requirement gathering to help demonstrate to the client the process flow of their requirements to achieve their business objectives.

Applied skills using MS Visio in revamping the Service Catalog in ServiceNow ITSM Service Catalog management module.

Created and documented Test Scrips during QA testing of products before UAT and released to production instance in ServiceNow.

Supported and guiding process owners and other stakeholders in navigating through ServiceNow instances and leveraging on the futures in ServiceNow in solving their business challenges.

EDUCATION

MBA - Business Administration - University of Maryland Global Campus (UMGC) – Maryland

Diploma – Computer Information Technology - Richland College – Dallas, Texas

BSc – Biochemistry – Abia State University – Abia State.

PROFESSIONAL TRAINING

ServiceNow ITSM Suite Implementation and Migration Processes.

ServiceNow BPC

One Trust – Incident Management, Third-party Risk Assessment, Change Management.

CERTIFICATION

ITIL v 4 Certification

Scrum Master Certification – In view

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