Business Analyst System Administrator

Olumuyiwa Oyebola

Houston, TX ***** 832-***-**** *************@*****.***

Summary

As an organized and motivated Business Analyst with multiple years of experience, a good understanding and knowledge of all phases in software development Lifecycle. I am also familiar with different methodologies such as Agile

(Scrum) and waterfall model. I have over 3 years of IT Service Management (ITSM) frameworks. I am a Certified ServiceNow System Administrator with direct HandsOn experience on the Now platform such as Service Catalog Request, ServiceNow Administration, Incident, Problem, Change, Knowledge Management, Custom Applications, Performance Analytic and Integrations. I have strong knowledge in configuring and customizing all aspects of the now platform, like UI actions, UI policy, Business Rules, Data Policies, Client scripts. Skills

Problem Solving

User Support

Application Configuration

Administration

Requirements Definition

Self-Motivation

Attention to Detail

Negotiation and Influencing

Performance Improvements

Strong Verbal and Written Communication

Performance Monitoring and Optimization

System Testing

Team Collaboration

Agile, Waterfall, Scrum, Kanban, SAFe

Jira, SharePoint, Confluence, One Note, Excel, Microsoft Office 365, ServiceNow

EMR- Epic, Cerner, Meditech Expanse

Microsoft Teams, Zoom, Google Meet

Process Definition and Enhancement

Permissions and Access Control

Quick Learner

Experience

SERVICENOW ADMINISTRATOR 12/2020 - 10/2022

Experis Manpower Group - Remote

Actively manages the life-cycle of the platform

Managing Change Management, Problem Management, Asset Management,Service Catalog, Knowledge Management, and Service Portal modules

Responsible for the optimal operation of our environment by actively investigating issues and solving problems before they occur

Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues Updating & maintaining comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support Creating and updating incident records in Service-now's tracking system Managing Incident, Change, Problem, CMS, Facilities, CMDB and reports / metrics, as well as Performance Analytics Implementing ITIL processes in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules

SERVICENOW BUSINESS ANALYST/ADMINISTRATOR 05/2018 - 06/2020 CTG - Remote

Meetings with stakeholder for requirement gathering and analysis, Gap analysis and strategic project planning Presentation of findings from research into process /business improvement solutions Implementation of projects across various domains using waterfall and agile frameworks Creation of user stories and other issues for update in Jira Using MS-Visio, created use cases and process flow diagrams to aid clarification of requirements Requirement documentation and creation of project templates, checklists and requirement traceability matrices in share point for collaboration by team members

Involved in mapping and conversion processes as required Integration of several applications and databases into new application Configured now platform functionalities such as apps, tabs, standard and custom objects and fields, reports, dashboards, triggers, relationship and validation rules Support the QA team in UAT testing using pre-determined test plans and test cases. BUSINESS ANALYST 11/2016 - 04/2018

Allstate Agency - Houston, TX

With the project transitioning from waterfall to agile methodology, I participated in the development, deployment and maintenance of e-Commerce and multi-channel insurance solutions Utilized various techniques to elicit requirements from stakeholders Documented requirements and translated them into Functional Requirement Document (FRD) Created and maintained traceability matrix to trace each requirement to a design element, to system development and to testing

Prepared flowcharts, process flow and use case diagrams using tools like MS-Visio Collaborated with testing team to define automated test cases and triage defects Recorded and reported bugs to development team

Provided updates for the scrum artifacts- product backlog, sprint backlog and burn-down charts, requirement traceability matrix and other documents stored in SharePoint Processed software change requests (SCR) and conducted impact analysis Maintained communication with other member of the scrum team, the scrum master Change Approval Board (CAB), Technical Review Board (TRB) as at when Necessary Software maintenance and administration role including training, troubleshooting and approvals for access by users with various workflows and tasks.

BUSINESS DEVELOPMENT MANAGER 12/2014 - 10/2016

GTHomes Ltd - Lagos, Nigeria

Determined business development opportunities and implemented effective strategy for client acquisition Established programs to meet sales targets and minimize deviations resulting in maximum business growth Negotiated and prepared contracts to secure new business and retain existing clients Worked cross-functionally, maximizing growth potential in existing accounts with objective of extending products into other areas

Prospected for new business by developing targeted solicitation plans for key accounts Leveraged cold calling, in-person visits and referrals to build leads Compiled and submitted monthly and yearly reports. Education and Training

British Council - Lagos British Council Management Express (Fast 08/2006

University of Ilorin - Kwara State Bachelor of Science Political Science, 10/2004

Certifications

Certified ServiceNow System Administrator (CSA)

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