ServiceNow Administrator

SERVICENOW ADMINISTRATOR/CUSTOM DEVELOPER

ServiceNow Administrator & Custom Developer with 5+ years of experience designing, customizing, and optimizing ServiceNow platforms to align with business needs. Proficient in system integrations, API development, and process automation to enhance operational efficiency. Demonstrated capacity to diagnose and resolve complex technical challenges, streamline cross-platform communications, and establish automated processes to boost productivity and drive business growth.

Proficient in leveraging best practices and innovative thinking to maximize business value. A remote-ready professional with strong problem-solving skills, dedicated to helping organizations thrive in competitively-agile landscapes. SKILLS

Workflow Automation- Workflow Editor, Flow Designer, Business Rules

ITSM Process Management- Incident, Problem, Change and Knowledge Management

Update Sets, Import Sets, Export Sets, Form Design and Data Transformation

System Maintenance, App. Configurations and Instance Health Maintenance

Policy Customizations- UI policy, UI Actions & Data Policy Customizations

Performance Analytics Implementation: Reports, Metrics and Dashboards

Performance Metrics Management: SLA, OLA, UC Tracking

Reporting- ServiceNow Reports, Schedule Reports

Strong Interpersonal Skills

Excellent Oral and Written Communication Skill

Virtual Assistant Skills

PROFESSIONAL EXPERIENCE

SERVICENOW ADMINISTRATOR/CUSTOM DEV

- ITVision360, USA Jan 2023 – PRESENT

Conducted root cause analysis for recurring problems (e.g., frequent checkout errors, slow website performance) and implemented permanent fixes.

Customized CSM modules to handle inquiries, complaints, and feedback efficiently.

Implemented Metric Definitions for form field tracking.

Managed the Change Management process to ensure smooth implementation of IT changes like security patches, system upgrades, website updates and feature rollouts.

Configured system mapping rules to convert alerts into incidents thereby optimizing response time.

Grounded in the use of Import Sets, Update Sets, and mapping Record Producer Fields.

Providing ongoing support and troubleshooting for ServiceNow users. Ike Chukwunonyelum

FCT Abuja, Nigeria ǀ +234********** ǀike.***************@*****.*** ǀ Sponsorship Required SERVICENOW ADMINISTRATOR/CUSTOM DEV

- Stitch fix, USA May 2021 – Nov 2022

Configured Access Control Lists (ACLs) and data policies to restrict access to sensitive data, including customer payment information and employee records.

Customized ServiceNow modules (e.g. ITSM, CSM, HRSD) to align with e-commerce workflows.

Managed and resolved IT incidents (e.g. website downtime, payment gateway failures, order processing errors) to minimize disruptions.

Created reports and dashboards using Performance Analytics to track key metrics (e.g. website uptime, order processing times, customer satisfaction).

Aligned Organization business need utilizing best practices to configure workflows, roles, groups and permission.

Oversaw the Change Management process to ensure smooth implementation of IT changes.

Enhance customer support by customizing CSM modules for handling customer inquiries, complaints, and feedback.

SERVICENOW ADMINISTRATOR

- Pick n Pay, South-Africa Nov 2019 – Mar 2021

Configured modules, workflows, custom UI elements, groups, roles, and access controls to align ServiceNow with business requirements.

Created custom forms, fields and reports to meet retail-specific business requirements, enhancing overall system functionality.

Developed and customized ServiceNow modules (e.g. ITSM, CSM) to streamline business processes, including Incident, Problem, and Change Management.

Designed and implemented user roles, permissions, and access controls to ensure data security and compliance with PCI DSS, POPIA and internal policies.

Tailored Service Catalog items for employee and customer service requests.

Monitor SLA compliance for incident resolution and service request fulfillment.

Proficient in Creating Email notifications and scheduling tasks in ServiceNow. I T SM

- TESCO, UK Feb. 2018 – Aug. 2019

Managed Incident, Problem, Change and Service Request Records.

Used problem records to identify root causes to frequent POS system crashes thereby identifying faulty hardware, reducing recurring incidents by 40% and improving business operations.

Configured and customized Service Catalog items and workflows automating IT service requests such as system access, software installations, and hardware replacements. Reduced resolution times by 50% and improved employee satisfaction.

Designed and deployed dashboards, reports, and metrics using ServiceNow Performance Analytics for Tesco’s IT services. Improved incident resolution times by 20%, increased SLA compliance to 95%, and boosted employee satisfaction by 15%.

Designed and deployed AI-powered chatbots to automate IT support for a remote workforce, reducing ticket volume by 40% and improving employee satisfaction.

Utilized collaboration Tools like Microsoft Teams or Slack integrated with ServiceNow to interphase with group members on time-based projects.

Integrated Virtual Agent with Microsoft Teams for seamless access to IT services. MARKETER/LEAD TRAINER

– Kedi Healthcare, Nigeria June 2015 - April 2017

Effectively marketed herbal medications and medical equipment to sales reps and wholesale pharmacies/stores.

Facilitated trainings on company products usage as well as conducting new product release orientation for company staff.

Conducted sales follow-ups on company retail marketers thereby ensuring sales improvements.

Reviewed staff trainers and recommended improvements to existing training programs. EDUCATION

MASTER OF SCIENCE IN ENVIRONMENTAL MANAGEMENT

University Of Nigeria, Nsukka 2017 – 2021.

MASTER OF SCIENCE IN BIOCHEMISTRY

University Of Nigeria, Nsukka 2012 – 2014.

BACHELOR OF SCIENCE IN BIOCHEMISTRY

Madonna University Elele, Rivers Nigeria 2006 – 2010. CERTIFICATION

ServiceNow Micro certifications:

Micro-Certification Integration Hub,

Micro-Certification - Predictive Intelligence,

Micro-Certification - Welcome to ServiceNow

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