Servicenow Ba - Cmdb/Itom - Csdm & Itil4 Expert

Sunday Osuolale

ServiceNow Business Analyst CMDB CSDM Discovery Service Mapping ITSM CSA ITIL4

Atlanta, GA

470-***-**** ***************@*****.***

LinkedIn: linkedin.com/in/Sunday-osuolale-5661a714

PROFESSIONAL SUMMARY

ServiceNow Certified Business Analyst with 6+ years of experience delivering CMDB, Discovery, Service Mapping, and ITSM solutions across enterprise environments. Strong expertise in gathering and translating business requirements into scalable ServiceNow solutions aligned with CSDM and ITIL best practices. Proven success improving CMDB data integrity, optimizing CI lifecycle management, and leading Agile delivery from requirements through UAT and deployment.

CORE SKILLS

- ServiceNow ITSM, CMDB, ITOM, Discovery, Service Mapping, CSDM

- Requirements Gathering & Business Process Analysis

- Agile/Scrum, User Stories & Backlog Management

- CMDB Data Modeling & CI Lifecycle Management

- UAT Coordination, Test Case Development & QA

- Process Mapping (Visio, Lucidchart, Draw.io)

- Stakeholder Workshops & Training Delivery

- Data Analysis, Gap Analysis & Process Improvement

TECHNICAL TOOLS

ServiceNow Jira Confluence MS Excel Visio Lucidchart Draw.io PowerPoint Word MySQL

Methodologies: Agile, Scrum, SAFe, Waterfall, ITIL v4

CERTIFICATIONS

- ServiceNow Certified System Administrator (CSA)

- ITIL 4 Foundation

- Scrum Master Certified (SMC)

PROFESSIONAL EXPERIENCE

Alcon — ServiceNow Business Analyst / CMDB Analyst

May 2022 – Present Atlanta, GA

-Led CMDB governance aligned with CSDM; improved data accuracy ~30% via Discovery integration and data quality controls.

-Gathered requirements and wrote user stories for CMDB/ITOM enhancements; partnered with architects/devs through Agile delivery and UAT.

-Supported service mapping on boarding for critical apps; validated CI relationships and impact analysis readiness.

- Lead requirements gathering and stakeholder workshops for CMDB, Discovery, and Service Mapping initiatives.

- Translate business needs into functional specifications, user stories, and acceptance criteria in ServiceNow Agile.

- Configure and optimize CMDB data models aligned with CSDM and enterprise architecture standards.

- Manage CI lifecycle and maintain accurate CI relationships across infrastructure and application services.

- Conduct gap analysis and recommend improvements to CMDB, Discovery, and Service Mapping processes.

Supported service mapping on boarding for critical apps: validated CI with relationships and validated for critical apps validated CI relationships and critical depart

- Partner with developers and architects to implement ServiceNow ITOM and ITSM enhancements.

- Create process flows, data models, and documentation including workflows and data dictionaries.

- Develop and execute test cases, coordinate UAT, and obtain stakeholder sign-off.

- Deliver stakeholder training sessions and create training materials for new CMDB processes.

- Improved CMDB data accuracy by 30% through governance, automation, and Discovery integration.

- Reduced incident resolution time by 25% by improving CMDB data reliability and service mapping visibility.

CompuCom — ServiceNow Business Analyst / CMDB Analyst / QA Analyst

Mar 2021 – Apr 2022

- Gathered and documented business and technical requirements for CMDB and ServiceNow enhancements.

- Led CMDB data migration, CI integration, and data quality improvement initiatives.

- Authored user stories, functional documentation, and acceptance criteria in Agile environment.

- Executed functional, regression, and UAT testing for ServiceNow implementations.

- Collaborated with stakeholders and technical teams to enhance ITSM and CMDB processes.

- Improved CMDB data quality by 40% across hybrid infrastructure environments.

ElectraNet — ServiceNow Business Analyst / QA Analyst

Jul 2019 – Apr 2021

- Conducted stakeholder interviews and workshops to gather ITSM and CMDB requirements.

- Created process flows, functional documentation, and user stories.

- Supported ServiceNow upgrades and enhancements across ITSM modules.

- Facilitated UAT testing and Agile ceremonies.

- Led service catalog and intake process improvements.

EDUCATION

MBA – University of Ado-Ekiti

B.Sc. – University of Ibadan

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