Software Development Change Management

Usman Oyinloye

832-***-**** ad7ome@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced ServiceNow Administrator/Developer with over 8 years of professional experience in all phases of software development lifecycles, identifying opportunities, strong attention to details. A great team player, mentoring and helping team achieves its goals.

Work in the ServiceNow Program developing innovative solutions that simplifies customer services

ServiceNow applications and implementing DevOps practices. Proficient in automation, CI/CD pipelines and cloud infrastructure. Adept at collaborating with cross-functional teams to deliver high-quality solutions that enhance operational efficiency.

Maintain deep, comprehensive knowledge of Service Now’s capabilities and offerings.

Hands-on experience in technical implementation of ITSM - Incident Management, Problem Management, Change Management, Configuration and Asset Management, Knowledge management, Release Management, Project and Portfolio Management, Service Portal, Reports, SDLC and Service Catalog.

High level of proficiency in CMDB, Service Mapping, Workflow, Flow Designer, Service Now Studio, knowledge of telecom operations mode.

ITOM Visibility Vision-Good understanding and Delivery Real Time Visibility into Enterprise Infrastructure and Services. Dependency Mapping, CMDB and Discovery.

Experience in XML, API Technologies (REST/SPML/SOAP), HTML, Business rules, UI actions, UI policy, form sections, notification events, client scripts (JavaScript) on the Service Now platform.

EXPERIENCE

ServiceNow Developer

DISH Network Nov 2021-Till date

Experience configuring core ServiceNow modules including ITSM, ITOM, FSM, ITAM, CSM, Discovery, Service Mapping, Service Catalog, Asset, and Subscription Management.

Manage/monitoring subscriptions by available entitlements, current usage, and subscription status

Platform Administration, Design, Development and Implementation of ServiceNow.

Engaged in ServiceNow Clone of Production Instance to lower instance to sync /upgrade.

Administer and configure the ServiceNow platform to meet business requirements.

Perform regular maintenance activities, including system upgrades, patching, and performance tuning.

ServiceNow applications, ensuring implementation occurs in a timely manner with minimal or no disruption to client IT operations.

Conduct thorough testing of ServiceNow enhancements, updates, and patches to ensure system stability, functionality, and adherence to best practices.

Developed and maintained ServiceNow Scoped Applications to meet business requirements and improve operational efficiency.

Created and optimized servicenow service portal pages for enhanced user experience.

Collaborated with cross-functional teams to gather requirements, design solutions, and deliver high-quality applications within project timelines.

FSM- field services management ability to configure/manage all the resources involved to process job orders, keep track of service and repairs across the site

Help managers and technicians process job orders, automate scheduling and dispatch with the field/site engineers

Assigned and deployment of activates based on the report of each site.

Change Management- Ability to configure change request approval and send Notifications to various channels. Requestor, Approval managers, assignee and CAB members.

Collaborated with business units in providing solutions and enhancing ITIL processes in ServiceNow applications to fit business needs.

Facilitating roll out of new applications and modules in ServiceNow

Inbound email action to enable external vendors to generate either change request or incident via email.

Notifies the various email senders of the update status of their respective request.

Resolve approval flow when user who submits a new change request via email does not exist in the Servicenow.

Provision of Clone/Upgrade documentation and details of excluded tables etc

Servicenow version upgrade from Quebec to Rome/san-diego/Tokyo and Utah

Configure approval policies and definitions for the CAB.

Perform loading of data into ServiceNow using Import Sets.

Configure Customer service with service management.

Configure Customer service with request management.

Manage and Resolve Incident Tickets and Request Items on daily basis.

Create Transform Maps and Import Sets to transform data before into ServiceNow.

Create and configure Business Rules, UI Policies, UI Actions, Client Scripts, and Access Control Lists (ACLs), including advanced scripting as needed.

Performing Clone backs on regular basis to make sure all instances DEV, QA, Staging and Production stay in Sync.

Added users, groups, roles in ServiceNow application and raised firewall requests involving communication between MID server and various other nodes.

Moved Update sets from one environment to another environment, responsible for deploying the customizations into Production from Development using the Update Sets

Create and configure Custom Applications, Modules, Business Rules, UI Policies in ServiceNow.

Configure Service Catalog for users to request services, like reporting an IT issue, or changing a password.

Configure Service Level Agreements to specify the timeframes within which services must be provided based on the level of impact or criticality of such service.

Configure UI policies to modify form fields based on customer’s requirement.

Define fulfillment process, or how the item is processed, via a flow or workflow.

Configure Service Catalog products and shared services for enterprise-wide employees, customers as well as suppliers' use.

Execute daily administrative routines, such as monitoring system performance, reviewing logs, and implementing preventive measures to avoid potential issues.

Act as a point of contact for end-users, providing training and assistance on ServiceNow functionalities and best practices.

Production support for the rest of the Team – ITSM, ITOM, FSM and ITAM

Change Management- Process flow: Prevent change request from being closed until all tasks have been closed.

Configure SLA (service level agreement)

Configure email inbound action to update change request in scheduled to either Implement or Review via email.

Service Now Admin/Developer April 2019 – Nov 2021

PROFULGENT TECHNOLOGY Hazlet, NJ

Ability to work on Discovery and monitor a single system of record for IT infrastructure.

Collaborated with business units in providing solutions and enhancing ITIL processes in ServiceNow applications to fit business needs.

Implementation, Customization and Maintenance of Service Mapping, Event Management, Operational Intelligent and Orchestration.

Service Mapping to enhance the prompt identification of the Root cause of service outages and degradations. Hence, prioritize.

Use of service mapping to proactively checking and preventative maintenance.

Give a details explanation to the service Owner on the Service map applications

Manages and improves Servicenow Discovery and Servicenow Service Mapping for Cloud inventory.

Ensure the Integrity of the Configuration Management Database.

Designs enhancement/Improvement of the maturity of the CMDB and Configuration Management process and translates into Business requirement.

Provide Buildup and support for the Integrations data sources other than Servicenow Discovery.

Setting up the mid-server and implementation in third party integrations.

Define Identification and Reconciliation rule

Maintain the CMDB Health.

Produces management information, including KPIs and status Reports, with an Operational and a management focus.

Gathering of Data in Service Mapping on Software, Hardware, Services and others.

Analyzing the impact of a failed device on the Infrastructure.

Identification of issues and changes in Infrastructure

Configure and maintain Catalog Items in the Service Catalog.

Configure Knowledge Bases for various groups and teams within the enterprise.

Configure reports and schedule delivery frequency based on customer’s requirements.

Configure email notifications based on customer’s requirements.

Execute daily administrative routines, such as monitoring system performance, reviewing logs, and implementing preventive measures to avoid potential issues.

Act as a point of contact for end-users, providing training and assistance on ServiceNow functionalities and best practices.

Maintain the CMDB and Asset management repository.

Manage Discovery.

Conduct Regular CMDB audit.

Maintain documented Relationship in CMDB.

Monitoring the third party tool in event management.

Automating the process of Catalog Item creation when a customer creates a request ticket to register their application.

Perform loading of data into ServiceNow using Import Sets.

Manage and Resolve Incident Tickets and Request Items on daily basis.

Create Transform Maps and Import Sets to transform data before into ServiceNow.

Configure Business Rules to auto populate State, City and complete address based on Location.

Performing Clone backs on regular basis to make sure all instances DEV, QA, Staging and Production stay in Sync.

Built email notifications requirements for different process areas.

Added users, groups, roles in ServiceNow application and raised firewall requests involving communication between MID server and various other nodes.

Moved Update sets from one environment to another environment, responsible for deploying the customizations into Production from Development using the Update Sets

Create and configure Custom Applications, Modules, Business Rules, UI Policies in ServiceNow.

Configure Service Catalog for users to request services, like reporting an IT issue, or changing a password.

Configure Service Level Agreements to specify the timeframes within which services must be provided based on the level of impact or criticality of such service.

Configure UI policies to modify form fields based on customer’s requirement.

Define fulfillment process, or how the item is processed, via a flow or workflow.

Configure Service Catalog products and shared services for enterprise-wide employees, customers as well as suppliers' use.

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

ServiceNow Admin/Developer May 2017 – March 2019

ESSENTRA SOLUTIONS Houston, Texas

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

Performed Clone backs on regular basis to make sure all instances DEV, QA, Staging and Production stay in Sync.

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

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

Created Transform Maps and Import Sets to transform data before bringing them into ServiceNow.

Configured Business Rules to auto populate State, City and complete address based on Location.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

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

Worked with Service-now Workflows, Import Sets and Update Sets.

Configured Custom tables and attributes to accommodate new data coming into CMDB.

Created transform maps for importing CMDB data.

Imported many Catalog Items into ServiceNow using the Import Set Table.

Reviewed the data being populated into the CMDB and acted as partial owner of the CMDB.

Prepared a discovery dashboard reporting the number of devices discovered daily for Servers as well as network devices.

Maintain the CMDB and Asset management repository.

Manage Discovery.

Conduct Regular CMDB audit.

Maintain documented Relationship in CMDB.

Monitoring the third party tool in event management.

ServiceNow Admin/Developer October 2015 – April 2017

INTEC COMMUNICATIONS Houston, Texas

Added users, groups, roles in ServiceNow application and raised firewall requests involving communication between MID server and various other nodes.

Perform loading of data into ServiceNow using Import Sets.

Manage and Resolve Incident Tickets and Request Items on daily basis.

Configure form fields used to create, view or modify specific records in data tables, like incident, change or knowledge forms.

Created Transform Maps and Import Sets to transform data before bringing them into ServiceNow.

Configure UI policies to modify form fields based on customer’s requirement.

Configure form fields used to create, view or modify specific records in data tables, like incident, change or knowledge forms.

Created business requirements and developed Business Requirements Document (BRD) and Functional Requirements Document (FSD).

Interfaced with all stakeholders (business, IT and management) and provided appropriate level of information related to assigned project.

Analyzed and streamlined existing processes and systems.

Planned and managed support for Problem and Incident management processes.

Analyzed and reported change data and KPIs based on industry standard.

Interfaced with other IT teams and ensured IT systems and applications conform to IT change management standards.

Documented functional specifications and configuration requirements.

Consolidated and harmonized incident / request types and products in accordance to best practices across front and back office divisions

Defined SLA / OLA for incidents and requests both at an organizational and application level.

Defined best practices for incident management and service request process, syndicate and roll-out.

System Analyst September 2008 – March 2015

LOGIC INFOTECH Ilorin, Kwara State, Nigeria.

Maintaining and upgrading existing systems as required.

Designing new computer systems and frameworks.

Troubleshooting technical issues.

Collaborating with Business Analysts, Project Leads and IT team to resolve issues and ensuring solutions are viable and consistent.

Conducting regular reviews of systems and generating reports on efficiencies and improvement areas.

Structuring and prioritizing business requirements and communicating plans with stakeholders for review and approval.

Understand Software development lifecycles

Work closely with programmers, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction

draw up, supervise and document testing schedules for complete systems

oversee implementation of a new system including data migration

Plan and work flexibly to meet deadlines

Support users on change control and system updates

Keep up to date with technical and industry developments.

PROFESSIONAL CERTIFICATIONS

CompTIA A+ Certification

ITIL Foundation Certified

ServiceNow Administration Certification

EDUCATION

BACHELOR OF SCIENCE, UNIVERSITY OF ILORIN, KWARA STATE, NIGERIA

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