ServiceNow Developer

A highly skilled and results-driven ServiceNow Developer with a strong foundation in IT

Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (HAM & SAM). With a background as a ServiceNow Administrator, I have transitioned into development, mastering the art of designing and implementing scalable solutions that streamline business processes and enhance system performance. With hands-on experience in ServiceNow CMDB, Security Operations, Strategic Portfolio Management (SPM), and Virtual Agent customization, I specialize in developing robust workflows, automating service requests, and optimizing platform configurations. I am adept at translating complex business requirements into innovative ServiceNow solutions, leveraging Flow Designer, Business Rules, UI Policies, Client Scripts, and API integrations to drive digital transformation.

Beyond technical expertise, I thrive in agile environments, collaborating with cross-functional teams to deliver high-quality implementations that align with ITIL best practices. My experience includes configuring MID Servers, executing ServiceNow Discovery, designing self-service portals for CSM, and integrating third-party applications to enhance ServiceNow capabilities.

Passionate about problem-solving and process automation, I bring a blend of analytical thinking, creativity, and technical proficiency to every project. Whether it’s optimizing CMDB data integrity, developing custom applications, or enhancing incident, change, and problem management workflows, I am dedicated to delivering solutions that drive efficiency and business value.

Let’s build the future of IT service excellence—one seamless workflow at a time. CHRISTUS HEALTH, TX May 2023 – Present

ServiceNow Developer

Developed and implemented tailored ServiceNow solutions by developing workflows, designing custom UI elements, defining groups, roles, and access controls, and managing service accounts and subscriptions to align with specific business requirements.

OLUSHOLA PATRICK

Address: Dallas TX 75204 Email: ****************@*****.*** Phone: +1-469-***-****

[ CSA, CAD, CIS-ITSM, CIS-DISCO ]

Successfully created a CI class within the CMDB and implemented identification and reconciliation rules to ensure accurate identification and management by the Identification Engine.

Executed the deletion, archiving, or retirement of dependent CIs upon receiving the required approvals.

Generated and managed update sets to capture local changes and track modifications to configurations and customizations.

Merging individual update sets into a unified set to streamline deployment and effectively manage changes.

Designing and developing Dashboard Reports using Power BI, Excel, and ServiceNow reporting features to deliver actionable insights to stakeholders.

Implementing domain separation to isolate data, processes, and administrative tasks, improving organizational clarity and efficiency.

Evaluating and implementing improvements to asset management processes and systems, driving efficiency and effectiveness in IT asset life-cycle management.

Partnered with stakeholders to define health metrics and key performance indicators

(KPIs) for the CMDB, establishing benchmarks to measure data quality and system health effectively.

Leading a project to configure CMDB for the company, improving CMDB health and efficiency, developed and implemented encoded queries to create CMDB groups for efficient organization and management of configuration items. TEXAS HEALTH AND HUMAN SERVICES Aug 2021-April 2023 ServiceNow Administrator/Developer

Configured Business Rules, Client Scripts, UI Policies, and Data Policies to implement complex business logic.

Build custom applications, modules, and workflows to address specific business needs, going beyond standard out-of-the-box features.

Configured and managed Service Level Agreements (SLAs) for incident, problem, and change management processes. Monitor SLA workflows to ensure timely resolution and compliance.

Designed and implemented custom UI components and Service Portal pages to improve user engagement and system accessibility.

Developed and maintained server-side scripts, business rules, and client scripts to automate processes and enhance platform functionality.

Developed and maintained server-side scripts, business rules, and client scripts to automate processes and enhance platform functionality.

Build and maintained integrations with third-party systems, leveraging REST, SOAP, and other integration methods to streamline data flow and automation.

Designed, configured, and optimized workflows using Flow Designer and legacy workflow capabilities to automate business processes.

Created and enhanced Service Catalog items, record producers, and order guides to simplify user requests and IT service delivery.

Collaborated with IT teams to analyze incidents and problems, providing effective ServiceNow solutions for root cause identification and resolution.

Monitored system performance, identify improvement areas, and implement best practices to enhance platform efficiency and user experience.

Designed and manage Service Catalog items, record producers, and order guides to streamline service request processes.

Automated fulfillment workflows using Flow Designer and Legacy Workflow Editor for efficient task routing and processing.

Leverage the Common Service Data Model (CSDM) to align CMDB structures with business capabilities, services, and technology stacks.

Implemented integrations between ServiceNow and third-party systems using Service Graph Connectors, REST, SOAP, and MID Servers. TEXAS DEPARTMENT OF CRIMINAL JUSTICE October 2019 – July 2021 ServiceNow Administrator

Extensive hands-on experience in implementing Incident Management, Problem Management, Change Management, and Service Catalog Management.

Developed record producers to create incidents in alignment with business requirements.

Demonstrated proficiency with various ServiceNow components, including UI Policies, Data Policies, Client Scripts, Business Rules, UI Actions, Scheduled Jobs, UI Scripts, Notifications, Script Includes, SLAs, ACLs, Metrics, Workflows, and Flow Designer.

Managed and resolved data integrity issues, ensuring the accuracy and reliability of information within the CMDB.

Imported data from external sources and mapped it to the appropriate target tables within ServiceNow.

Oversaw and optimized Service Level Agreements (SLAs) and monitored SLA workflows. Configured SLAs for incident, problem, and change management processes according to specified requirements.

Managed the data life-cycle within the CMDB, optimizing processes for maximum efficiency.

Used CI Class Manager to oversee CMDB classes and hierarchy, ensuring database health and compliance with defined standards.

Implemented domain separation to compartmentalize data, processes, and administrative tasks, enhancing organizational clarity and effectiveness.

Evaluated and implemented improvements to asset management processes and systems, driving efficiency and effectiveness in IT asset life-cycle management.

Collaborated with stakeholders to define health metrics and key performance indicators (KPIs) for the CMDB, establishing benchmarks to measure data quality and system health effectively.

Led a project to configure the CMDB for the company, enhancing its health and efficiency, and developed and implemented encoded queries to create CMDB groups for better organization and management of configuration items.

Developed custom applications and modules within ServiceNow to meet specific business needs or provide specialized functionalities beyond standard features. Design and implement custom UI components, business logic, and integrations in alignment with project scope and requirements. OBELLO SOLUTIONS, DA LLAS, TX September 2017 – March 2019 Cyber Security Analyst

Maintained and coordinated remediation efforts with stakeholders to remediate instances of identified vulnerabilities, malware infections and other security findings within the technology environment

Responsible for continuous monitoring support for the various environments, which may include periodic risk assessments, analysis of scan results, and briefing of status, as required.

Worked closely with the IT Security Administrator in all aspects of issue/threat detection and remediation.

Stayed current on the evolving threat landscape and necessary security responses through ongoing participation in the security community and trainings.

Participated in risk and vulnerability assessments including implementing, monitoring, and initiating POA&Ms with identified weaknesses based on findings and recommendations from the SAR.

Monitored network, server, and security system logs for suspicious behavior.

Created and maintained documentation relating to all security systems and configuration settings.

Worked closely with business users and other internal IT staff, as well as external consultants, to complete projects under high levels of responsibility and autonomy.

Performed and assisted with IT audits in security areas providing process documentation when required.

Worked with the IT/Security team to develop and maintain CP, DR, IR to ensure business continuity.

ECOBANK PLC June 2014 – October 2016

Account Relationship Manager

Branch Management/ Team Leadership

Customer Service and Sales Specialist

Financial Advisor & Personal Banking Specialist

Accounts/Risk Management & AML Compliance

Alternate/Digital Channels Champion

Commercial Account, Small Business & Agribusiness

Lending, loans monitoring and recovery

Relationship Management

Business Development

Product Development and cross selling

E-business Sales

Custom and Scoped Application Development IT Operations Management (ITOM) – Discovery and Service Mapping IT Asset Management (ITAM) – Hardware Asset Management (HAM) and Software Asset Management (SAM) Configuration Management Database (CMDB) with Common Service Data Model (CSDM) implementation ITIL v3 and ITIL v4 frameworks for IT Service Management (ITSM) Incident, Problem, Change, Release, and Knowledge Management Service Catalog, Record Producers, and Order Guides configuration Integration of AWS, JIRA and SCCM with ServiceNow Scripting and programming skills: JavaScript, HTML, Glide APIs, CSS, SQL, and Python Email Notifications and Event Registry management Service Level Management – SLAs, OLAs, and Underpinning Contracts (UCs) Performance Analytics for data-driven insights and reporting Custom and Scoped Application Development Service Portal Configuration and enhancement Software Development Life Cycle (SDLC), Agile, and Scrum methodologies UI Actions, UI Policies, Data Policies, and Business Rules User Administration and Role- based Access Management Use of Formatters and Plugin Management Workflow Customization, Automation, and Flow Designer Dashboard Reporting, Reports, Scheduled Jobs, and data analysis with Excel and Power BI Access Control List (ACL) Management for security and permissions Data Source configuration, Import Sets, and Update Sets for data integration Project Management Metrics Management Form Designer expertise Strong problem-solving and analytical skills

Lagos State University, Nigeria

Bachelor of Science, Accounting and Finance

Certified Implementation Specialist, Discovery

Certified Implementation Specialist, ITSM

ServiceNow Certified Applications Developer (CAD)

ServiceNow Certified System Administrator (CSA)

CompTIA security+

ServiceNow Micro certifications:

Micro-Certification Flow Designer,

Micro-Certification Automated Test Framework,

Micro-Certification Integration Hub,

Micro-Certification - Predictive Intelligence,

Micro-Certification - Configure the CMDB,

Now Assist Executive Micro Cert,

Micro-Certification - Welcome to ServiceNow

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