Tolani Abiola

ServiceNow Business Analyst

Phone: 832-***-****

Email: adty6t@r.postjobfree.com

PROFILE

An experienced ServiceNow professional with a great understanding of IT Service Management (ITSM), with hands-on experience on Incident management, Problem management, change management, Knowledge Management, Configuration Asset management, HR, and Service Catalog Management and Request fulfillment to drive service enrichment for users.

I have excellent understanding and knowledge of Software Development Life Cycle (SDLC) using Agile methodology. I evaluate and provide insight and options for business needs while providing sound business solutions. Strong practical experience in delivering high value ServiceNow solutions to manufacturers, healthcare services and service providers. Experience in unit testing in User Acceptance Testing (UAT) and QA testing environment. Also, I used SQL tasked with writing optimized queries for integration with different applications.

I support ITSM Process owners in updating ITSM Process documents such as Standard Operating Procedure, User Guide and Quick Reference Guide to ensure that the ITSM best practice is adhered to and the processes and ServiceNow tool configuration align and meet the user needs and drive optimized user experience. I employ root cause analysis to identify issues and develop process improvements that lead to cost savings, drive more user experience.

EDUCATION

Master’s Degree in Business Administration

Human Resources

American InterContinental University

Jan 2015- May 2016

Bachelor of Psychology

University of Houston-Downtown

Houston, Tx USA

August 2008 – May 2012

SKILLS

Requirements Elicitation

Business Requirements documentation

Change Management

Agile Methodology (Scrum, Kanban)

Waterfall Methodology

Oracle primavera p6

SAP ERP HCM

Service Catalog

Test cases scripting

Stakeholder Analysis

Business Process analysis

SAP(HR)

Use Cases

SQL Skills

UAT Testing and User Training

Gap Analysis

Test Plan creation

Incident Management

MS Project

Project Manager

Training document creation

JAD Session Facilitation

Knowledge Management

CERTIFICATIONS

Certified Scrum Master

Certified System Administrator

ACHIEVEMENTS AND PROJECTS

ServiceNow integrations (CMDB & LeanIX; Incident module & AirWatch)

CMDB Data Cleanup

oResponsible for the requirements to clean up high volume of Configuration items to ensure completeness, correctness, and data consistency in the CMDB.

Consolidation and cleanup of over 1,000 catalogue items in the Service Portal to enhance user experience.

Integration of Microsoft Teams with ServiceNow Incident and Service Request Management process.

Migration of over 2k knowledge articles from legacy system to ServiceNow platform.

WORK EXPERIENCE

ServiceNow Business Analyst, SPECTRA ENERGY 10/2019 -Present

Meet with application owners, end user groups, and Service Desk management and staff to gather requirements.

Worked with the ITSM project team to define client requirements and translate them into the epics, user stories with acceptance and testing criteria.

Worked with the project team to ensure the solution is technically feasible, identified areas to reduce implementation efforts.

Interfaced with the client/stakeholders to report on the progress of the development while support training, testing and change management activities.

Assisted in developing and executing test scripts during UAT with end-users

Experienced in the System Development Life Cycle (SDLC) processes

Follow progress of work and address production issues during implementation.

Perform Gap analysis by identifying existing processes, technologies and document the enhancements to drive the stakeholders to the desired future state.

Develop a thorough understanding of the customer’s requirements and assist the project team in applying industry best practices and detailed knowledge of ServiceNow to help design an optimal solution that supports the business process that meets or exceeds functional requirements.

Develop strong internal relationships with key stakeholders and subject-matter experts across the organization

Serve as the process support analyst to help define business processes, system usage, behavior and information requirement needs.

ServiceNow Business Analyst, SYSCO 08/2018- 10/2019

Collaborate with stakeholders to understand their business processes, including current state and the desired "to-be" state and document requirements and conceptual design from which application and solutions are developed in ServiceNow platform.

Manage user story backlog by ensuring that the backlog items are appropriately groomed, prioritized and estimated and that the team fully understand what needs to be delivered

Act as a point of contact between Business and technology analyzing business and technical issues that arise in ServiceNow Production, UAT and testing and defining the resolution path

Perform business requirements gathering, data validation & data mapping review, Business Process flow, Business Process Modeling for ITSM workstreams

Perform gap analysis to understand the AS-IS and TO-BE business processes

Act as the liaison between Servic9keNow development team and ITSM Process owners

Jr Agile Business Analyst, Waste Management 02/2017 – 06/2018

Performed Business Requirements gathering, data validation & data mapping review, Business Process flow, Business Process Modeling

Provided day to day management oversight for the Service Delivery Solution and Operations to ensure Incidents and Service Requests to ICT Management are dealt with within the defined SLA.

Engaged in the appropriate processes to ensure compliance with policies, procedures, and compliance mandates

Actively participated in the deployment of Agile Scrum methodology to the organization.

Engaged in the development and design portfolio design and new product development

Utilized in-depth technical knowledge and business requirements to design and implement bespoke solutions to meet customer/client needs

Conducted reviews of the entire Service Level Management process and negotiated and controlled any amendments necessary.

Involved with the QA testing team to test the development work done by the development team and prepare test scenarios and cases to be used for testing purposes.

Pepsi Beverages Company: Project Scheduler 09/ 2015-01/2017

Maintained project schedules in Primavera and/or Microsoft Project at determined intervals to ensure jobs are being completed on time and within budget.

Created project artifacts as well as provided subject matter expertise on systems development life cycles and project management processes and tools.

Performed project progress monitoring duties including identifying critical activities and reviewing forecasts with progress achieved to date.

Developed project plan and met all established project deadlines.

Clearly communicated roles, expectations, and accountabilities to all team members.

Maintained the project risk register to ensure that risks are effectively managed to minimize their impact on the schedule, scope, and budget of our projects.

Work with Control Account Managers to track plans and schedules, perform risk analysis, identify, and resolve critical path and network logic conflicts

Performs what if analyses for developing efficient project schedules and work around

Works with Operations Management to assist in Business Planning & Analysis

Extract data from multiple project schedules and create resource allocation reports to assist management with resource planning

Creates a Work Breakdown Structure (WBS) and uses it to create and maintain a complex Integrated Master Schedule in MS Project Professional

Assist Senior Project Managers and Project Managers in keeping projects on schedule

SAP HR Consultant, NISSI HEALTHCARE 12/2014- 01/2015

Provide support of SAP HR modules maintain and stabilize HR modules in SAP System: Payroll Time, OM, PA, Benefit, Training and Event, Appraisal, ESS/MSS Create/ Maintain Payroll Schema and corresponding PCRs

Support running tax reporter to print out w2 and other tax related reports

Create/ Maintain Time Evaluation Schema and Rules

Create / Maintain WSRs and Absence/Attendance code

Create / Maintain Time request/approval system in ESS systems

Develop menu content and design ESS systems

Support customized Appraisal system

Respond SAP HR production issues and Research causes of problems

Proposes and test corrective action with HR team member Works with management and end users to effect change

Provide end user training

Design functional spec and program test.

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