Servicenow

SHOLA KAYODE OLUWASINA

832-***-**** adhl7d@r.postjobfree.com

SUMMARY:

• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.

• Strong understanding of ITIL processes, ITSM, ITOM, and ITBM.

• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Event management, HR, Release Management, Service Catalog, Service Portal design, Visual Task Board, SLA and Configuration Management.

• Followed best practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts and Scheduled Jobs.

• Well versed with Scrum and Agile methodology.

• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.

• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.

• Good experience in working with Java Script, CSS, and HTML.

• Hands on experience in creating customized Reports using Performance Analytics.

• Experience in Using ServiceNow Performance Analytics Module, created Data sources, and Widgets.

• Experience in creating the homepages, widgets in help with the administrator using ServiceNow performance Analytics tool.

• Experience in developing Custom developed Applications using ServiceNow.

• Developed business requirements and technical design documents for implementing Service-Now, also doing Upgrade and any form of Integration through both SOAP &REST

• Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.

• Experience in working with Workflows, Import Sets, and Update Sets.

• Worked on creating users, roles, groups.

• Customized Service Portal, using widget editor tool and provided support.

• Experience in Integration of ServiceNow.

• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.

• Good hands-on experience with Eureka, Fuji, Geneva and Helsinki and Istanbul.

• Good understanding on Jakarta, Kingston, London, Madrid, New York, and Orlando.

• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

• Experience in working with Self-Service portal.

• Customized Scripting on Service Catalog/Email Template/Workflow script.

• Create an access control rule (ACL), Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.

• Good Understanding Web Services, Crystal Reports.

• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc..

• Research and deploy new releases and/or enhancements into the ServiceNow environment.

• Strong team player, ability to work independently and in a team, as well, ability to adapt to a rapidly changing environment,

commitment towards learning, Possess excellent communication project management, documentation, interpersonal skills

EDUCATION:

Master’ in Business Administration (Sul Ross State University) December 2012

BA University of Ilorin.

CERTIFICATIONS:

ITIL Foundation

Certified ServiceNow System Administrator

Scrum Master

Skills

Microsoft Project, MICROSOFT SHAREPOINT, MS Project, SharePoint.

Additional Information

TECHNICAL SKILLS

● Methodologies: Software Development Life Cycle (SDLC), AGILE SCRUM Methodology.

● Software Skills: Microsoft Office suite, Microsoft Project 2003, 2007 & 2010, MS SharePoint, MS Access, MS Visio, MS Project 2010, Visio 2010.

SEMINARS:

Business Strategy:

Studies of how best to strategies to remain competitive in the market.

Marketing

Power Point Presentation on business to business Marketing techniques

Management & International Management

EXPERIENCE: February 2020 – Till Date

Sr. ServiceNow Consultant/Administrator

Client: State Street Bank

Remote

A Certified ServiceNow, competent professional in ServiceNow areas like Incident Management, Change Management, Project Management, Demand Management, Resource Management, Release Management, HR Service Management, Integrations, Notifications, Service Catalog, Reporting and Knowledge Management.

Handling the ITSM, ITBM and part of ITOM, Service Portal& Service Catalog, Assets, Events, Visual Task Board, Release task, Change Management, ACL, SLAs etc.

Deep Functional and Technical knowledge of the Service Now platform as well as experience to deliver medium to large-scale Scoped applications for Service Now Implementations.

Proficiency in the areas of Configuration and Customization of Help Desk, Business Rules, Client Scripts, Dictionary Overrides, Orchestration, UI Policies and UI Actions to customize the ServiceNow instance as per business needs.

Extensive experience to build service requests for customer requirements including Requests, Requested Items and Tasks using Workflows to manage data flows from the customer to the support teams providing the service.

Mastery on Reports, Workflows, Tracking of Incident from creation to closure, with timely communication to business. Monitoring Service Level Agreement (SLA's) and Operation Level Agreement (OLA's).

Expert in creating Applications, Modules, Tables, Users, Groups, Roles and ACL as per the requirements in ServiceNow.

Excellent hands on for building Catalog items, Order Guides, Record Producers, Update Sets, Import Sets.

Handling the ITSM, ITBM, HRSD, ITAM, and part of ITOM. Domain Separation project.

Development of enterprise-wide strategy for ServiceNow platform usage

Configuration, customization and deployment of ITSM applications

Web Services and data integration

Use of SCRUM framework for development

Solutions design and development based on ServiceNow best practices

Reports, Homepage/dashboard and Portal development for provision of actionable information to senior level management

SME and advisor to the CIO on project portfolio management suite (PPMS)

Continuous improvement, assessment and recommendation of approaches for integrated and accelerated delivery

HRSD: working on different modules like HR Case Management, Employee Service Center, Lifecycle Events, HR Integrations, HR Performance Analytics, Employee Document Management

Sr. ServiceNow Administrator/BA Aug 2019 – January 2020

Client: Comcast

Philadelphia

• Manage requirements and reviews on Workflow, Reporting, Visual Task Boards, and Reporting, Homepages in ServiceNow

• Configured and Involved in the Service Mapping, Service Watch Modules HR Case Management.

• Performed load, manipulate and maintain data between ServiceNow and other systems.

• Involved in performing scheduled cloning operations, Domain Separation, creating and managing many custom Application.

• Performed regular data audits and resolved identified issues.

• Involved in repair and recover from hardware or software failures; coordinate and communicate with impacted user groups via the SNC Administrator.

• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.

• Responsible for on-going enhancement and maintenance of the ServiceNow platform, handled the Integration of Zeta with ServiceNow through Rest &Soap and all the testing and the Mapping.

• Involved in working with process owners to develop workflow, implement the workflows in Service Applications.

• Performed Load, manipulate, and maintain data between Service-now and other systems.

• HRSD: working on different modules like HR Case Management, Employee Service Center, Lifecycle Events, HR Integrations, HR Performance Analytics, Employee Document Management

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes. Handling the ITSM, ITBM, HRSD, ITAM, and part of ITOM

• Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalogs.

VETERANS AFFAIRS DEC 2018 – AUG 2019

ServiceNow Developer/Administrator

Houston Texas (Remote)

Responsibilities:

• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.

• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow. Handled ITSM, ITOM, and part of ITBM.

• Consulted Enterprise Infrastructure & Application colleagues and end users to propose effective, process and solutions to increase and enhance productivity.

• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.

• Worked on SSO (Single Sign-on) Implementation and LDAP Integration.

• Created new program Dashboard which consolidated data such as Risks, Issues & Key Milestones using Helsinki.

• Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management.

• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

• Hands on experience with Eureka, Fuji, Geneva, Helsinki and Istanbul.

• Supported HR Case Management Module which is integrated with Work day

• 4Created homepages including basic reporting, gauge configuration and dashboards.

• Designing service portal in using HTML, JavaScript, and AngularJS.

• Configure search settings such as match relevance and attachment indexing.

• Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.

• Worked on Administer tables, fields, relationships and Control system access and data security

• Facilitated creation and testing of future state business processes and script development.

• By using Helsinki, submitted project status reports on a regular basis by building a custom table

• Regularly performed Performance Analytics to check the number of tickets resolved.

MUFG Union Bank November 2016- DEC 2018 Jersey City, New Jersey

ServiceNow Developer/Administrator/BA

Responsibilities:

• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.

• Configured the email inbound actions that triggers incident with an email.

• Verifying Email logs and troubleshooting on emails with issues.

• Scheduling the reports at some particular time period in different formats like.PDF, Docx and landscape.

• Scheduling jobs using JavaScript that runs at periodical time.

• Configuring SLA's using SLA definitions for Incident, Catalog Tasks and Catalog Items.

• Added the dictionary entries to be listed out in incident list view.

• Configuring Catalog items and adding them to Employee self-service page.

• Adding UI policies and UI actions to achieve customer requirements.

• Performed technical validation and testing to ensure requirements are satisfied with sample data.

• Recommended improvements or changes to technical and functional designs where appropriate.

• Created Web service integration for external system to Create or Search records on CMDB_CI table.

• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.

• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.

• Worked on the internal portal for accessing all the business services by using ServiceNow Content Management Application.

• Involved in designing the portal and showcasing it into a user-friendly environment.

• Create ServiceNow reports and dashboards.

• Supported the team with improvising the Discovery tool and the configuring the CI's.

• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.

• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.

• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

• Responsible for gathering the requirement from the client and using scrum process we used to divide the work.

• Managing the standards in Queue management and assigning the tickets/tasks in an order.

• Responsible for access control, security, minor enhancements such as form or workflow editing.

• Providing the design solution, technical methodologies and processes solution to meet the customer requirements.

• Experience with Service Portal creation and maintenance and well versed in AngularJS scripting as well as CSS.

• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility. Handling the ITSM, ITBM and part of ITOM

Environment: ServiceNow Fuji, Incident, Change, Problem, Configuration, Knowledge, Asset management, Service catalogs, Client scripts, Work flows, UI policies, Catalog items, Business rules, Reports, Email notifications, Service Level Agreements (SLA's), HTML, CSS, XML, JavaScript, Windows.

DTE Energy, Detroit, MI Oct 2014 – Mar 2016

ServiceNow Administrator

Project #1 Travel Management System

Client Profile: DTE Energy Co. is a Detroit, Michigan-based utility incorporated in 1995 involved in the development and management of energy-related businesses and services nationwide

Key Responsibilities:

Engage in ServiceNow requirements (Technology Services, Onboarding services etc.) for application development, design and deployment

Perform requirements gathering and validate requirements with process owners for process enhancement

Engage in building user training documentations in ServiceNow-Visual Task Board, Fuji UI15, Managing Service Metrics, Applications Support Tree Initiatives etc.

Collect, review, analyze, manage, backlogs (user’s stories & defects) from process owners and Service Owners

Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans

Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment

Provide demo of passed stories for process owners to obtain approvals.

Collaborate with IT process owners to develop global solutions for optimal IT service delivery.

Review existing IT processes in ServiceNow to identify areas of improvements & enhancements

Assist in coordinating the process integration and review existing service catalog & request fulfillment

Liaised between IT and business to gather & validate requirements on various levels of projects.

Developed and run global “ITSM monthly Performance metrics report” with scheduled reports in ServiceNow and compare with IT Services Scorecard with focus on strategic KPIs.

Modified filter conditions, tables and new KPI source for performance metrics relating to incidents, problem, catalog task metrics, change and met response/resolution SLA

Reviewed Change Requests & approve changes to ensure all changes conform to Change Management standard as summarized in Change Management grid along with SOX documentation review and scheduling of the change.

Assisted in enhancing Technology Self Service portal to meet users’ needs

Assisted in the enhancement of Service Catalog for optimal service delivery

Knowledge of Supplier Management along with related CIs and business services for business-critical applications management

Daily evaluation of existing IT processes to identify gaps and ensure policies are being adhered to in the most efficient and effective manner.

Coordinated efforts of assigned personnel by providing performance monitoring and evaluation

Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients

[CONTRACT]Arete Tech Sept 2013 – October 2014

Business Analyst

Dallas Texas

Project #4 DW – BI/MIS Reporting

Description: The project is focused on building enterprise wide Data Warehouse for the Bank & creating BI/MIS reports & Interactive Dashboards on lending portfolio of the bank. These reports ensure that relevant stakeholders have an

overview of required data and information to assist in compliance & board meetings. The Client have its Business

spread into several types of credit lending like Refinance, Direct Finance, Micro finance, Bill Discounting, issuing

inland Letter of Credit etc.

Key Responsibilities:

Gathering BI reporting Requirements by conducting user workshops, questionnaires, & discussions with stakeholders

Identify the Key Performance Indicators using brain storming sessions among the team & stakeholder meeting.

Creating Functional Specification Document

Working in close coordination with data modeling team to identify attributes & understand business process for seamless transition of requirements into conceptual & logical data model

Assisting the development team for incorporating required functionalities for the development of BI reports

Preparing user manual for easy and swift navigation for Reports

[CONTRACT]Arete Tech Feb 2013 – Aug 2013

Business Analyst

Dallas, Texas.

Client Engagement:

Mapping value stream by surveillance of existing processes & ensuring enhancement through process reengineering

JavaScript: scripting in JavaScript

Negotiating with stakeholders on project scope, delivery schedule, priority of deliverables, etc.

Delivering the presentations to stakeholders for approval, feedback, and/or further re-work request

Keeping stakeholders appraised on project progress

Requirements Handling:

Involved in the translation of business needs/project requirements into smaller work packages

Prioritizing work packages based on business urgency, business value, complexity, dependency, etc.

Simplifying requirements through visual aiding by creating UML diagrams, splitting requirements into user-stories

Analyzing the business requirements on a complete scale and synchronizing with the senior management

Analyzing the expectations, urgency/ criticality of the requirements, business values by interviewing with key stakeholders

Managing the requirements across the entire project lifecycle by using methods like requirements traceability, etc.

Ensuring that the requirements are translated to specific technical, functional, and non-functional requirements and presenting the same to the project team

Documentation:

Devising and creating the project charter to document the agreed upon baselines for project scope, schedule, cost, and quality attributes

Formulating Business Requirements Documentation (BRDs), Systems Requirements Specification Documentation (SRS), and Functional Specification Documentation (FSDs)

Creating, updating & maintaining Statement of Work (SoW), Sprint and Release plans

Handling the queries of the development team and from the client and resolving them

New Generation Investment July 2006 – Nov 2011

Incident Business Analyst

Lagos, Nigeria

Responsibilities:

Prepared Business Requirement Documentation for Service Desk Enhancement/Implementation in the requirement analysis phase of the SDLC

Managed high level functional & technical issues affecting various line of business in IT environment and prioritize the resolution with business and IT teams in the disposition phase of SDLC.

Conduct gap analysis by identifying the As-Is and To-Be between two or more applications, databases or processes and ensure best practices when implementing changes during SDLC implementation phase

Established & maintained high level of incident ownership

Analyzed the nature of queries and customer problems and provide suitable solutions within satisfactory timescales based on SLA

Prepared a high-level performance & operational analysis in line with Service Delivery Metrics.

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