TEMITOPE MEREDITH

Phone: 346-***-****)

Email: ad2e2s@r.postjobfree.com

OBJECTIVE

IT Service professional with 5+ years of experience in IT and Healthcare Industry, with Over 4 years of experience in ITSM analysis, design and administration in Service Now platform as both Consultant and Administrator in implementing Configuration Management Database (CMDB), Service Catalog, Incident Management,. Change Management, Outages, Knowledge Management, Problem Management, Discovery and Integrations. Expertise in various modules.

TECHNICAL SKILLS

Agile, Jira. Microsoft Office, SNOW Integration, Microsoft Teams, Scripting.

CERTIFICATIONS

ServiceNow Certified System Administrator

Professional Scrum Master I

ITIL v4

Scrum Master Certified (SMC)

PROFESSIONAL EXPERIENCE

Middlesex Bank

ServiceNow Developer/Admin

Jan 2022 – Till Date

Responsibilities:

Responsible Implementation, Customization and Maintenance of ITIL modules such as Service Catalog, Knowledge Management Incident Management, Change Management, Problem Management, CMDB In ServiceNow.

Performed day-to-day administration of the Service-Now tool including all the modules, business relations and tables.

Worked on Workflow Administration, Reporting, and Form/UI configurations, Notifications, Data Imports, UI Policies and Client Scripts.

Coordinated test efforts between end users and the build teams, while tracking build progress and issue resolution. Work with senior management to coordinate team progress and facilitate efforts to complete stories in the backlog.

Design; create, test plans using Excel and Automated testing Framework.

Formulate training objectives, determine appropriate instructional methods, develop and maintain approved briefings, lesson plans, training aids, user guides, handouts, and other required training material for new Releases/functionality.

Coordinated installation of Service Now upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, new functionality, enhancements or skips correction in the platform.

Building homepages such as custom widget for navigation.

Configuring Planned Maintenance such as creating custom solutions to improve and simplify creation to new facility models.

Assisted in maintenance planning and scheduling.

Customizing e-mail notification along with Email Scripts, Inbound/Outbound Email Actions, Events and Script Actions.

Worked on enhancement requests, which required as part of Software Management and Asset Management implementation.

Application UI Configuration. Workflow Configuration. Development of required client specific reporting.

Providing hands on experience by creating user-friendly interface for service catalogs, configuring Users, groups and roles, and personalize business rules and client scripts.

Converting the out-of-the-box modules by designing new workflow objects. Sustaining and bug fixing of the ITSM and other Remedy application modules.

Deliver 24/7 support on critical / high priority issues in the environment.

Serving as a point of contact to all technical issues

Promontory Group

ServiceNow Developer/Admin

Nov 2020 – Dec 2021

Responsibilities:

Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.

Serve as main point of contact for support, administration and maintenance of ServiceNow platform and associated applications.

Provide assistance to team leadership with litigation holds.

Assist in modifying service catalog items and Workflows and editing email templates and notifications.

Create ad-hoc reports and reporting schedules.

Perform group and user administration.

Coordinate Service Catalog options, variables, categories and cart controls.

Establish and maintain effective communication with customers, and other IT specialists.

Manage users, groups and roles within the system.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Asset Management, Service Catalog, User Administration, Reporting.

Created update sets for configuring in different instances like Sandbox, DEV, TEST and production instances.

Experience installing, configuration and administration of CMDB.

End to End implementation of CMDB module using Discovery tool in ServiceNow.

ServiceNow Developer

West America Bank

Dec 2019 – Oct 2020

Responsibilities:

Development and Ongoing Support for projects on Incident, Problem, Service Request, Change Management, Knowledge Management, Integrations and Discovery.

Resolving the incidents before breaching of predefined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Interaction with the client on daily basis to modify/enhance the documented stories.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

Automated the process of adding the user to the specified AD groups through orchestration and reducing the manual tasks to other teams and speeding up the procedure.

Created complex workflow for deployment related service catalog items.

Recommended appropriate design alternatives to be implemented based on customer constraints.

Deploy the update sets from one instance to another instance i.e., from Development to test and then to Production by following internal deployment procedure.

Created Outbound Email Notifications using Email Templates and worked on notification email script.

Built the test cases and took over responsibility of UAT and deployment.

Review and perform internal testing. Suggest modifications as per the best practices.

Worked on the location-based tasks with the data coming from multiple domains.

Designed the workflows to route the tasks based on the location and domain to specified assignment groups.

Analysis of different IT Service Management (ITSM) modules in both the instances as a part of consolidation project.

Created import set table and scheduled job for the data migration from other instance.

Created multiple reports and Visual Task Boards.

Worked with different teams on several Feature Enhancements and Functionality Developments.

Configuration of ServiceNow modules, Applications, Forms, Email Notifications, etc.

Debug and Troubleshoot activities on ACLs for Access Related issues.

Written script includes and invokes them in business rules and client scripts.

Creation and modification of various scheduled jobs to generate automated tasks.

Involved in London Upgrade in ServiceNow, analysis of the impact on the existing.

EDUCATION

Bachelors of Science (Olabisi Onabanjo University)

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