Service Management

Name – SEMIU. O. ANJORIN

Phone – 713-***-****

Email – ************@*****.***

Profile

Experienced ServiceNow Professional with experience in Incident Management,

Change Management,

Problem Management,

Knowledge Management,

Service Catalogs and Workflows.

Skills

ServiceNow, JavaScript,and CSS for Servicenow Portal, Process Design, Design documentation, Release Management, Windows OS, Client Scripts and UI Policies within Servicenow, MS Office Suite (Excel, Outlook, PowerPoint). Agile, Scrum, Waterfall, Project Planning, Creating User Stories, Business requirement document, Functional Requirement Document, and Non-Functional Requirement Document.

Version Implemented

Kingston, London, Madrid, New York, Orlando.

Schlumberger Technology Corporation Houston Texas

Servicenow Administrator-Developer Aug 2017 - Date

ServiceNow in implementing Incident Management, Problem Management, Service Catalog, SDLC, Change Management, Knowledge Management and Custom Applications.

Provide general support, administration and maintenance of ServiceNow platform and associated applications.

Responsible for creating custom applications, record producers, catalog items and their associated workflows.

Work closely with ServiceNow functional team, configure and improve core and custom applications.

Work directly with end users to resolve support issues within ServiceNow.

Responsible for creating technical design specifications documents for various ServiceNow modules such as Custom implementations on Incident, Change, and Problem etc.

Identifying areas of opportunity, using data, to provide lean process improvement opportunities.

Improve the experience within the servicenow suite of tools to solve business challenges.

Provides counsel and advice to top management on significant IT Service matters, often requiring coordination between organizations.

Designs, develops, tests, debugs and implements lean process improvement initiatives.

Makes well-thought-out decisions on complex or ambiguous process problems.

May lead project teams and monitor project schedules and costs

Implement new functionality using Client scripts, Business rules, ACL, UI policies and UI actions.

Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks.

Jolan LLC Houston TX

ITSM System Administrator (Servicenow) May 2016 - July 2017

Utilized ServiceNow cloud based platform to perform instance customization to ensure proper operation and information integrity.

Perform core configuration tasks: activated plugins, added users/groups/roles, and managed data with tables, knowledge base, import sets and update sets.

Worked with Access Control rules, UI policies, data policies, UI actions, business rules, and client scripts to improve user experience.

Created workflows to support Incident, Change, Problem, and Service Catalog requests, as well as other modules within the platform.

Created ServiceNow reports and dashboards.

Technically savvy and able to design and build applications that meet business goals and objectives.

Trained and mentor other staff members on how to use ServiceNow.

DEF, Nigeria August 2013 – July 2014

ITSM Business Analyst

Conducted trend analysis to identify potential continual service improvement (CSI) initiatives.

Provided troubleshooting by impersonating ServiceNow Users to resolve issues where necessary.

Managed ServiceNow projects, including scoping, estimating, resource planning, and delivery management.

Created use case documentation, test plans, test cases & conduct functional testing, as needed.

Provided assistance in defining SLA / OLA for incidents and requests both at an organizational and application level.

Defined best practices for incident management and service request process.

Worked closely with end-users and business stakeholders to define business requirements for both systems and processes and translate them into user stories on ServiceNow Agile Development application/module.

Education

National University, San Diego California U S A

Certification

ServiceNow Certified System Administration

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