System Analyst Administrator

KAYODE OYEBADE

Mobile: +1-925-***-**** Email: *.*******@*****.***

PROFILE SUMMARY

Dynamic and accomplished ServiceNow Business System Analyst and Certified ServiceNow System Administrator with over 10 years of experience in the IT industry. Having specialized in the ServiceNow platform for over 5 years, I bring a wealth of expertise in leveraging technology to streamline business processes. Proven success in translating complex business requirements into effective ServiceNow solutions, ensuring alignment with organizational goals. Adept at navigating the entire Software Development Life Cycle (SDLC), from requirement gathering to deployment, while adhering to agile methodologies. Skilled in configuring, customizing, and optimizing ServiceNow applications. Possesses a deep understanding of ITIL principles and excels in conducting system analysis, troubleshooting issues, and delivering medium to large-scale ServiceNow implementations. I am committed to driving operational excellence through technical acumen, strategic thinking, and collaborative problem-solving. I seek to contribute my extensive experience and skills to elevate ServiceNow initiatives and facilitate continuous improvement in business processes.

CORE COMPETENCIES

• Business Requirements Analysis

• Stakeholder Collaboration

• ITSM Process Optimization

• Change and Problem Management

• ServiceNow Functional & Regression

Testing

• Automated Testing

• Integration Testing (REST/SOAP API,

Third-Party Systems)

• Data Analysis & Reporting

• Process Documentation

• Agile Methodologies

• Training & User Support

• Knowledge of ITIL Framework

TOOLS AND SKILLS

• ServiceNow Modules: ITSM, HRSD, CMDB,

Discovery, Asset Management.

• Operating Systems: Windows, Linux/Unix, MAC.

• Collaboration: Jira, Confluence, Slack,

SharePoint, Trello, MS Teams.

• Documentation: MS Word, Visio, Excel,

PowerPoint.

• Workflow Optimization.

• Data Visualization(Power BI,Tableau).

• Team Management.

• Cross-functional collaboration.

• Agile methodology.

• SQL.

SKILLS HIGHLIGHT

• Proficient in aligning ITSM initiatives with business objectives, enhancing efficiency, productivity, and customer satisfaction.

• Adept at articulating and executing a clear vision for ITSM excellence within an organization.

• Proficient in using relevant tools and technologies, such as modeling tools, data analysis software, and project management platforms, to enhance efficiency and effectiveness in analysis and decision-making.

• Proficient in Discovery and Asset Management processes, enabling enhanced visibility and control over IT assets and infrastructure.

• Proven track record in gathering, analyzing, and documenting business requirements, translating them into actionable solutions that align with ITIL principles.

• Expert in enhancing organizational methodologies; recognized for achieving high-quality deliverables that meet targets.

• Successful in developing and executing strategic plans and managing projects from inception to successful completion.

• Strong analytical and critical thinking skills to identify and solve business challenges, coupled with the ability to propose innovative solutions.

• Skilled in managing cross-functional collaboration, facilitating workshops, and leveraging agile methodologies to drive successful project outcomes. WORK EXPERIENCE

ServiceNow Business System Analyst/ Developer – McKinsey & Company. April 2023 – Present

• Conducted comprehensive ITSM process analysis for a healthcare client, identifying significant improvement opportunities.

• Enhanced incident, problem, and change management workflows, achieving a 25% reduction in resolution times.

• Customized ServiceNow dashboards for real-time ITSM metric tracking, improving data visibility and decision-making.

• Established release dashboards and real-time tracking mechanisms, improving visibility for stakeholders.

• Reviewed and assessed IT Problem Management tickets to coordinate cross-functional teams, ensuring a thorough understanding of incidents and facilitating root cause analysis and resolution.

• Created test scripts in ServiceNow Automated Test Framework (ATF), reducing manual testing time by 40% and increasing test accuracy.

• Conducted in-depth root cause analysis (RCA) for recurring incidents, identifying underlying issues and recommending preventive measures.

• Provided feedback to technical and leadership teams on IT Problem Management process effectiveness and policy adherence, recommending improvements.

• Developed and delivered reports and metrics to leadership, offering insights into the current state of IT Problem Management processes and compliance.

• Participated in continuous improvement initiatives, leveraging incident data to identify trends and enhance problem management processes.

• Facilitated effective communication and collaboration between diverse stakeholders, bridging the gap between business units and IT teams, and enhancing overall project success rates.

• Team member for ServiceNow Catalog Rationalization Project for leading Home lending company.

• Spearheaded a cross-functional team to redesign and optimize a key business process, resulting in a 15% increase in productivity and a more streamlined workflow.

• Conducted a comprehensive analysis of business requirements, identifying and eliminating redundancies, resulting in a 20% reduction in project timelines and associated costs.

• Implemented and optimized ServiceNow DPR, integrating it with Jira, GitHub, and CI/CD pipelines, improving release visibility and governance.

• Automated release policy validation, reducing non-compliance risks and eliminating 50% of manual validation efforts.

• Developed custom DPR workflows, automating task assignments, approvals, and notifications for streamlined release processes.

• Implemented ServiceNow Discovery to automate the identification of IT infrastructure, ensuring accurate and up-to-date CMDB data.

• Analyzed and optimized Discovery logs, identifying and resolving issues to ensure seamless discovery of devices across multi-cloud and on-premise environments.

• Developed and maintained asset management workflows, enabling efficient tracking and lifecycle management for hardware and software assets.

• Performed data validation and reconciliation in CMDB, ensuring accurate discovery and inventory tracking.

• Customized CMDB health dashboards to monitor completeness, compliance, and correctness of CI data, improving accuracy by 40%.

• Collaborated with stakeholders to define asset management strategies, resulting in improved visibility and compliance for IT hardware and software.

• Achieved high user satisfaction scores post-implementation through effective training and support initiatives.

• Led post-implementation support, achieving high user satisfaction and adoption rates.

• Developed and enforced ServiceNow security policies, roles, and access controls, ensuring data confidentiality and compliance with regulatory standards.

• Led support operations by managing cases, change requests, and incident escalations, ensuring prompt resolution and minimal downtime. ServiceNow Business System Analyst – Deloitte Services LP. October 2022 – March 2023

• Conducted needs assessment with business owners and identified technology gaps; recommended solutions and led the implementation of 5+ new applications, reducing process cycle time by 50%.

• Directed Testing and QA activities throughout the project lifecycle; aligned with offshore QA resources to build and execute Test Plans, Test Scripts, and Quality Assurance deliverables, achieving 100% compliance with project goals and timelines.

• Conducted thorough analysis of project documentation, identified key areas for improvement, and recommended solutions that increased team efficiency by 35%.

• Prepared and presented weekly performance reports to SPM Channel & Deloitte Applications Studio leadership, utilizing reports & and dashboards to highlight KPIs and project status updates; resulting in a 15% increase in overall project efficiency.

• Team member for design and implementation of the ServiceNow CMDB project, aligning with CSDM principles for enhanced data quality and ITSM support.

• Implemented automated tools, and collaborated with teams for CMDB optimization, improving data accuracy and operational efficiency.

• Conducted regular audits and training, ensuring CSDM standard adherence and facilitating successful CMDB upgrades and migrations.

• Conducted data reconciliation for Discovery and CMDB, improving data accuracy and reducing gaps in infrastructure visibility.

• Enhanced integration between Discovery, CMDB, and asset management modules, ensuring alignment with organizational policies and ITIL best practices.

• Worked with technical teams to automate asset lifecycle tracking, reducing manual efforts by 30%. ServiceNow Administrator/Business System Analyst – MetLife. January 2020 – September 2022

• Transformed business requirements into technical architecture by optimizing out-of-the-box functionality and minimizing customizations; achieved a 40% reduction in development time and saved the company in development costs

• Spearheaded the end-to-end ServiceNow ITSM implementation processes through workshops, supporting Incident Management, Problem Management, Change Management, Requests Management, and Service Catalog; achieved a 40% reduction in ticket resolution time by automating the workflow and implementing a knowledge base.

• Optimized and reconfigured several custom applications and identified and removed bottlenecks, which increased application performance by 40%.

• Gathered requirements for enhanced Service Level Agreements (SLA) to reduce resolution time for high-priority issues by 40%; influenced customer satisfaction scores by 20%.

• Led the creation of service catalogs for products and shared services; defined fulfillment process tasks that were triggered via a workflow, resulting in a 30% reduction in customer support issues and an enhanced response time of 50%.

• Designed and executed comprehensive test plans and test cases, ensuring the quality and functionality of ServiceNow workflows.

• Configured and optimized ServiceNow Discovery to identify network devices, servers, and applications, improving operational visibility

• Implemented asset normalization and reconciliation processes to eliminate hardware and software inventory discrepancies, achieving 95% accuracy.

• Collaborated with CMDB administrators to create and manage dynamic CI groups for improved asset reporting and service mapping.

• Streamlined the onboarding process for new IT assets, reducing time-to-deployment by 25% through automated workflows. ServiceNow Business Analyst – The Hartford Insurance. January 2018 – December 2019

• Implemented user feedback mechanisms and addressed pain points, resulting in a 25% increase in user satisfaction scores within the first six months.

• Consistently met or exceeded project deadlines, achieving a 95% on-time completion rate across multiple projects, enhancing overall project management efficiency.

• Introduced automation solutions that reduced manual workload by 25%, improving operational efficiency and minimizing the risk of human errors.

• Facilitated effective communication and collaboration between diverse stakeholders, bridging the gap between business units and IT teams, and enhancing overall project success rates.

• Implemented rigorous testing protocols and quality assurance measures, ensuring the delivery of high-quality software products and reducing post- implementation issues by 30%.

• Led UAT sessions with stakeholders to validate workflows, SLA configurations, and UI elements.

• Provided test reports and quality metrics to stakeholders, ensuring transparency and readiness for production deployment. EDUCATION

• Diploma: Information System – Olabisi Onabanjo University, Ogun State Nigeria. 2005

• Bachelor of Science: Geography – Olabisi Onabanjo University, Ogun State Nigeria. 2002 PROFESSIONAL CERTIFICATION AND TRAINING

• ITIL v4 Foundation Certified (ITILV4).

• Certified Scrum Master (CSM).

• ServiceNow Certified System Administrator (CSA).

• Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS ITSM PRO+)

• Certified Implementation Specialist Human Resource (CIS HR PRO+)

• Certified Implementation Specialist (CIS Discovery).

• Business Process Consultant (BPC) For ServiceNow

• Micro-Certification -Predictive Intelligence

• Micro-Certification- Performance Analytics.

• Micro-Certification -DevOps Change velocity.

• Micro-Certification- App Engine Studio.

• Micro-Certification – Virtual Agent

• Micro-Certification-Agile and Test Management Implementation.

• Micro-Certification - Citizen Developer Application Creator

• Micro Certification Configure The CMDB.

• Micro-Certification CMDB Health.

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