It Service Change Management

Omolara Majekodunmi

********************@*****.*** Houston Tx TEL: 914-***-****

SUMMARY

• Over 6+ years of in-depth experience with ServiceNow, encompassing roles in development, administration, and ongoing support.

• Gained comprehensive expertise in diverse aspects of ServiceNow operations through active involvement in various projects and tasks.

• Adept at developing bespoke Service Portal solutions within the ServiceNow platform, tailored to meet unique organizational requirements and enhance user satisfaction.

• Specialized in configuring and customizing Service Portal elements, including widgets, pages, and themes, to deliver intuitive and user- focused interfaces for IT services.

• Skilled in crafting dynamic, responsive web applications using essential web technologies such as JavaScript, HTML, and CSS.

• Experienced in setting up and integrating various ServiceNow modules like Change Management, Incident Management, and Problem Management, ensuring seamless operation.

• Proficient in managing IT service management solutions, with a strong focus on ITIL methodologies and the customization of ITSM tools.

• Deeply knowledgeable in AR System Platform and ITSM solutions, particularly in Incident, Change, and Problem Management, aimed at optimizing organizational processes and improving resilience.

• In the role of an Integration Analyst, responsible for system engineering tasks, including the design, development, testing, and deployment of client-specific solutions, ensuring smooth and effective system integrations. TECHNICAL SKILLS

• ITIL: ITIL, ServiceNow, SCR, ITSM and LDAP

• Programming Languages: Java Script.

• Platforms: ServiceNow, HP Service Manager, SDLC • Web Technologies: HTML, JavaScript, CSS

• Technologies: Agile, Scrum.

• Other Tools: Client Script, Jira

• Products: Service Now ITSM, HRSD, BMC Remedy, Workday, Active Directory PROFESSIONAL EXPERIENCE:

AmeriSource INC May 2023 to Current

ServiceNow Developer

• Develop and deploy tailored applications to enhance critical IT service management functions, including incident resolution, change management, and asset management.

• Integrate ServiceNow with external systems using APIs, optimizing data flow and improving overall operational efficiency.

• Design and implement custom reports and dashboards, offering real-time visibility into IT service performance and resource utilization.

• Demonstrate strong skills in debugging and troubleshooting JavaScript, ensuring optimal performance and compatibility across different browsers and devices.

• Facilitate requirements gathering sessions and stakeholder workshops, defining clear objectives for Service Portal development to align with business goals and user needs.

• Enhance the ServiceNow Performance Analytics module by configuring incident dashboards, improving visibility, and supporting data- driven decision-making.

• Manage ServiceNow instances, overseeing user configuration, site and location setup, support group administration, and SLA management to maintain optimal system performance and user satisfaction.

• Extensive experience in ServiceNow IT Service Management (ITSM) and Human Resources Service Delivery (HRSD)

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

• Configure Email Notification and Alerts to Notify Users About Specific Activities Ongoing in The System Such as Updates to Incident And Change Requests.

• Coordinate 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 skip corrections in the platform.

• Development and Ongoing Support for projects on Incident, Problem, Service Request, Change Management, Knowledge Management,

Integrations and Discovery

Wawanesa Group Aug 2019 to April 2023

ServiceNow Developer

• Designed and implemented ServiceNow solutions to automate and optimize workflow processes, enhancing efficiency across operations.

• Developed custom integrations with various systems, improving data exchange and overall operational effectiveness.

• Created comprehensive reports and dashboards using ServiceNow's reporting tools, providing enhanced visibility into IT operations and metrics.

• Delivered in-depth technical support and guidance to end-users, ensuring proficient use of ServiceNow features and adherence to industry best practices.

• Specialized in crafting customized Service Portal solutions on the ServiceNow platform, addressing specific organizational requirements and user needs.

• Led efforts in monitoring and optimizing ITIL service delivery by conducting detailed process mapping and audits, driving procedural enhancements.

• Configured and customized Performance Analytics dashboards to provide real-time insights into key ITSM metrics, enabling data- driven decision-making and process improvements.

• Optimized the incident management process by customizing the Incident module, implementing automated ticket routing, and configuring escalation rules to improve response times and resolution rates.

• Implemented knowledge management systems to capture, organize, and share critical information and best practices across the organization.

• Transform IT risk management, governance, and compliance programs based on clients’ business structures, strategies, and priorities.

• Collaborate and lead meetings with executive stakeholders, including C-suite, IT operations, system architects, security professionals, and business leads.

• Led In Implementing Incident Management, Service Catalog, Change Management, Knowledge Management and Custom Applications

Goldman Sachs Global Mar 2017 to Jul 2019

ServiceNow Administrator

• Collaborated closely with clients to evaluate existing processes and tools, identifying ServiceNow requirements and leading the platform's configuration and customization to align with organizational objectives.

• Designed and developed various front-end forms and advanced customizations, including UI Pages/Macros, Client Scripts, and UI policies, to improve user experience and enhance system functionality.

• Expertly configured SLAs across multiple ITIL processes, tailoring them to meet client-specific requirements and service level agreements.

• Assisted the implementation and administration team with ServiceNow installations, managing system configurations, gathering and documenting user requirements, and conducting quality assurance and user acceptance testing.

• Scripted integrations to parse and convert external application data into ServiceNow-compatible formats, ensuring seamless data integration and management.

• Documented all implementations and best practices, fostering knowledge sharing and process consistency within the team.

• Led the creation of new service catalog items and resolved issues within incident, problem, and change management processes, driving continuous improvements in ServiceNow functionality and user satisfaction.

• Met with subject matter experts to gather requirements and understand the expected use cases.

• Developed and delivered solutions on the ServiceNow platform that meet or exceed the requirements to achieve the business goals of the organization

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

• Hands on experience in managing system configurations, gathering, and documenting user and process requirements, Creating and Developing Workflows

• Involved in the ServiceNow Instance upgrade activities and cloning between various environments. EDUCATION & CERTIFICATE

• BA in Mass Communication, Olabisi Onabanjo University, Nigeria

• ServiceNow Certified System Administrator

• Certified Implementation Specialist – ITSM

• Certified Implementation Specialist – HRSD

• Certified Scrum Master (CSM)

• Project Management Professional (PMP)

• Lean Six Sigma

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