Business Analyst Scrum Master

ODINAKA P. OLUGELE

Cell 346-***-****

Email : **********@*****.***

PROFESSIONAL SUMMARY:

Odinaka is an ITIL V4 and Agile/ Scrum Master Certified ServiceNow Business Analyst with over 5 years’ experience working in ITSM Process Management space with track record of high-quality project delivery. Has proven ability to multitask and meet deadlines. A good team player, detail oriented and self-motivated professional. Experienced Business Analyst with competencies in multiple ITSM process management tools including Change, CMDB, Service Catalog and Request fulfilment, Problem Management tools. Excellent presentation, documentation, modelling, and communication skills demonstrated in various IT, Management, and manufacturing work environments. Thrive in a challenging, fast-paced environment.

CERTIFICATIONS:

ITILv4 Certificate in IT Service Management - AXELOS

Scrum Master Accredited Certification - Scrum International Institute

ServiceNow:

Certified System Administrator (CSA)

oMicro-Certification- CMDB Health

oMicro-Certification – CMDB Configure

oMicro-Certification – Performance Analytics

EDUCATION:

Master of Science (M.Sc.) Finance, University of Benin - 2016

Bachelor of Science (BSc) Economics, Ambrose Alli University - 2011

Applications and Technologies used:

ServiceNow ITSM, Onboarding, JIRA, Confluence, JSON, SharePoint, Microsoft Visio,

Outlook, Google Drive, Teams, Google Meet, Kanban

PROFESSIONAL EXPERIENCE:

KPMG LLC – Houston Tx October 2022 - Present

ServiceNow Business Analyst

Responsibilities:

Work as a Business Analyst in Agile setup playing an active role in Scrum Management process (Standup, Sprint planning, Sprint review, Sprint Retrospective, Demo, Lessons learned and resolving roadblocks).

Dig deep into the environment and with business stakeholders to fully understand their ServiceNow business needs and document them in the form of requirements.

Translate these Requirements into a concise, simple User Stories that can be understood by ServiceNow developers to enable them make Enhancements, Customize or Configure new features or functionalities based on stakeholder’s needs.

Understand the needs of stakeholders, translating those business needs into technical requirements for the development or technical team.

Creates Test Scrips and Test Cases

Drives UAT test in Test or Stage Environment for Business team or product owner to validate if new functionality or enhancement conforms to their specifications as outlined in the Acceptance Criteria.

Inventoried Cis in the CMDB and worked with stakeholders to drive maturity in the CMDB.

Gathered requirements for enhancement of CI forms and tables in the CMDB.

Helped to drive CMDB rationalization by working with stakeholders to enhance data quality and ensuring that CMDB reflected a single data source of truth that drives management’s strategic and operational decisions.

Leveraged CSDM to ensure that CI relationships and architecture reflected top-down relationships with respect to CI components and their dependencies.

Created an SOP and shared knowledge with CI owners and other stakeholders to ensure that repeatable processes and procedures are adopted to ensure efficiency in CI management and operations.

Worked as the Business analyst supporting ServiceNow HR Onboarding Process Project.

Share knowledge with stakeholders on the ITSM processes and ITIL best practices in IT services Management.

Managed Onboard Case Management in ServiceNow Core created through the Teams Case management mailbox.

Resolved technical support issues and cases created in ServiceNow via interface between Exchange email and ServiceNow Case Management Module – Core

Work with stakeholders from HR Newcomers and Avature Support Team to gather functional and non-functional requirements on different ITSM Modules.

Drove requirement gathering session with HR and Digital Nexus Team on implementation of Service Catalog and Request fulfilment module into ServiceNow.

Documented In-Flight Test candidate for ServiceNow upgrade to San Diego, Tokyo, and Utah

Reviews Quarterly ServiceNow Onboard System Access Security: and follows up with Directors and Associate Directors to validate system access of their team members; and updates the Security Validation SharePoint

Work with New Hire Team to develop SOP on Process Improvement to ensure smooth transitioning of Newcomers between Avature Support Team, Recruiters and Onboarding Team.

Grants ServiceNow Onboard System Access to New hires from Campus, Experienced Hires, Partners, and New Directors

Ensures that Pre-Hire tasks are assigned to different newcomer groups prior to Onboarding.

Assigns User groups, Roles, and Access Rights to new hires.

Removes System Access of Staff who are exiting the firm or changing roles.

Conduct trainings of new team members on ITSM process improvement and ITIL best practices

PwC LLC - Tampa Florida October 2021 – September 2022

ServiceNow Business Analyst (CMDB)

Responsibilities:

Managed stakeholders and data quality for services and applications inventory

Leveraged CSDM v3 to drive data quality in the CMDB in terms of Completeness, Correctness and Compliance

Drove CMDB rationalization and CSDM compliant relationship mapping in Data Platform Configuration Items and their components.

Inventory all the CIs currently resident in the company CMDB, their components and dependencies.

Streamlined Duplicate, Orphaned and Retired CIs; Made recommendation to stakeholders on best practice on rationalization.

Worked with discovery team to validate CI records that were auto created in the CMDB without relevant assignment groups.

Helped to create new CIs, correctly mapped CI relationships and made bulk updates in the CMDB.

Categorized applications based on their business capabilities and document relationships between stack of applications, their components, and their dependencies.

Gathered requirements for mapping of CI fields with Discovery to ensure requisite CI relationships and dependencies were created in line with CSDM v3.

Worked on enhancing Incident Management, Change Management. CMDB, ITAM and other ITSM processes leveraging ITIL best practices and SOP.

Leveraged on ITIL v4 best practice to manage ambiguity including dealing effectively with issues that do not always have a process, system, or solution in place.

Leveraged ITSM best practices to ensured configuration management data drives measurable process improvements for Change, Problem, Incident, Release, Service Availability reporting.

Responsible for Requirement gathering, business process flow, business process modelling and business analysis.

Communicated with client's business requirements by constructing easy-to-understand data and process models.

Collaborate with Scrum Master and other Scrum team members during Scrum Ceremonies to prioritize user stories for Current Sprint

Served as liaison between the Business team and Developers to ensure that effective communication is maintained while coding user stories into functional requirements and ensure that incidents defects or bugs are minimized.

Drove unit and UAT testing to ensure that functionality aligns with stakeholder’s requirements and in conformity with agreed Acceptance Criteria.

Resolve incidents using Core Case Management Module of ServiceNow

Streamline Treatment of Incident Management and Problem Management Processes in line with ITIL best Practice.

Drove Implementation of Incident Management Module in ServiceNow.

Alcon Research Laboratories – Houston TX May 2020 – Oct 2021

ServiceNow Business Analyst

Responsibilities:

Worked as a Business Analyst in Agile setup playing an active role in Scrum Management process (Standup, Sprint planning, Sprint review, Sprint Retrospective, Demo, Lessons learned and resolving roadblocks)

Gather requirements for the inbound and outbound emails from AirWatch to ServiceNow

Understand the needs of stakeholders, translating those business needs into technical requirements for the development or technical team.

Prepare Business and Functional Requirements Documents for the integration.

Translate the Business Requirements into user stories, creating UML along with Acceptance criteria validation from Stakeholders.

Work with product/process owner to prioritize user story from story backlogs to be developed during the next sprint.

Attend daily Scrum meetings to obtain updates on stories and be aware of any foreseen blockers from the development team and plan with the process owners or stakeholders accordingly.

Organize workshops and knowledge sharing sessions with team members on new features and functionalities on ServiceNow.

Work with customers on the implementation of ServiceNow ITSM modules according to best practices.

Gathered requirement on ITAM - Assets tracking, procurement, stocking, deployment, depreciation and disposal or retirement of IT Assets (EOL)

Tracked and documented ITAM life cycle.

Gather and validate requirements for different applications/module enhancement: Service Catalog and requirement Fulfillment process, Incident Management process, Problem Management, Change Management and Knowledge Management.

Work with developers and QA testers regarding ITSM program.

Provide guidance and input to stakeholders, Users, and leaders on ITIL best practice.

oEnvironment: Agile, Waterfall, Hybrid ServiceNow, UAT, Windows, MS Excel, MS Visio, Flow chatting, Agile Scrum.

Alcon Research Laboratories – Houston TX May 2018 – May 2020

ServiceNow Admin/Business Analyst

Responsibilities:

Capturing, tracking, coordinating, and reporting all New Hire onboarding requests

Granting Access to New Hire into the ServiceNow Onboard system

Removing Access to Terminated and exiting Resources in the ServiceNow system.

Managed Onboard Case Management in ServiceNow through System support mailbox.

Resolved technical support issues and cases created in ServiceNow via interface between System support email in outlook and ServiceNow case management module.

Drives quarterly system Access security reviews to determine inventory of current users of Service Now Onboard system.

Reconciles Non-Hire Archives in Service Now with Non-Hire Achieves SharePoint to determine and resolve any identified disparities.

Reviewed Pre-Hire tasks assigned to New-Hires and resolved any technical issues.

Conducted UAT test via JSON interfaced with Service Now Stage Environment.

Resolved issues that affected Avature and Service Now Onboard interface.

Home Depot – Houston TX Nov 2017 – May 2018

ServiceNow Business Analyst

Responsibilities:

Worked on various ITSM modules of ServiceNow including Incident Management, Problem Management, CMDB, Service Catalog and Request Fulfillment.

Provided guideline on streamlining and ensuring that Change and Problem Managements were carried out within ITIL defined practices.

Responsible for Requirement gathering, business process flow, business process modelling and business analysis.

Communicated with client's business requirements by constructing easy-to-understand data and process models.

Captured user requirements and translated them into functional requirement specifications.

Translating those functional requirements into user stories in readiness for the next sprint.

Worked on prioritizing and backlog grooming of user stories with Scrum Master for Sprint backlog.

Conducted UAT testing for functional, user acceptance, and performance of features to verify if client's needs are met.

Worked in Implementation Projects of ITSM modules: Incident, Change, Service Request, CMDB and Problem Management.

oEnvironment: Agile/Scrum, Microsoft Visio, ServiceNow, Office (Excel, Access).

Adio Consulting May 2015 – Sep 2017

Business Analyst

Responsibilities

Worked in various technology channels like webchat to collaborate with stakeholders on process improvement and refining ITSM processes.

Worked on enhancing Incident Management, Change Management. CMDB, ITAM leveraging ITIL best practices, Disaster Recovery, Business Continuity and SOP

Designed interactive workflows and process diagrams to communicate on problem statements and business improvements models.

Worked on enhancement of Service catalog and Request fulfilment and processes end-to-end.

Worked with different stakeholders to gather business and functional requirements, captured those requirements, and translated them into user stories.

Hands-on experience in fabricating mock-ups and process flows of requirements to demonstrate requirements to stakeholders.

Made as-is business processes and to-be processes.

Designed models for cross functional diagrams, use cases, Process Flow Chats using MS Visio software.

Prepared use cases, experiments, test contents, UAT testing.

Identify and initiate process improvements and technical solutions including providing feedback to assist in better reporting though increased automation and transparency.

First Bank Feb 2011 – Apr 2015

Business Analyst

Responsibilities:

Created monthly expense reports, P&L and provide variance analysis for management.

Reviewed monthly expenses to ensure that expenses are booked correctly and worked with the accounts team to make necessary reclassifications.

Developed annual budgets, quarterly forecasts, and 3-year strategic plans in conjunction with branch managers and synchronized the feed backs into the company’s planning system.

Consolidated financials, headcount reporting, and compensation analysis.

Tracked financial status by monitoring variances from plan.

Improved financial status by analyzing results and variances; identifying trends; recommending actions.

Reconciled transactions by comparing and correcting data.

Provided information to management by assembling and summarizing data; preparing reports; making presentations of findings, analysis, and recommendations.

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