ServiceNow Administrator and Business Analyst Specialist

CHRISTOPHER NWAOGU

SERVICENOW SYSTEM ADMINISTRATOR AND BUSINESS ANALYST

Katy, TX +1-726-***-**** *************@*****.*** linkedin.com/in/christopha99/ P R O F E S S I O N A L O V E R V I E W

Results-driven ServiceNow Business Analyst and System Administrator with over 4 years of experience in IT and 3+ years of hands-on expertise in ServiceNow implementation, administration, and process optimization. Proven track record in configuring scalable solutions, managing user access for 500+ users, and maintaining 99.9% platform uptime through proactive system administration. Skilled in translating business requirements into actionable ServiceNow enhancements, streamlining IT workflows (Incident, Problem, Change, Request, CMDB), and improving SLA adherence by 18% through data-driven reporting. Adept in Agile methodologies, stakeholder engagement, and cross-functional collaboration to deliver high-impact IT service solutions aligned with ITIL best practices. Known for resolving 90%+ of post-migration issues in the first week, reducing ticket resolution times by 25%, and continuously driving service excellence and operational efficiency. E D U C A T I O N

Bachelor's in Auto Mechanic STVT, San Antonio, Texas GPA: 3.60 Nov 2024 P R O F E S S I O N A L E X P E R I E N C E

ServiceNow Business Analyst/Administrator Cyberverve LLC, Bethesda, MD Jun 2022 - Present

Enabled ITSM process readiness for 500+ users, accelerating adoption and reducing onboarding time by 30% across departments

Delivered 20+ training sessions with voice-over, achieving 95% completion rate and improving stakeholder engagement

Conducted 15+ demos and hyper-care sessions post-migration, resolving 90% of user issues within the first deployment week

Streamlined workflows with cross-functional teams, reducing ticket resolution time by 25% and improving process compliance

Managed 10+ Agile sprints using Jira, achieving 100% backlog clearance and increasing delivery velocity by 20% overall

Designed ServiceNow dashboards and KPIs, generating monthly reports that improved SLA adherence by 18% through data-driven decisions Business Analyst / ServiceNow System Administrator Tezza Business Solutions Ltd, Lagos, Nigeria Mar 2020 - May 2022

Managed user access and security roles for 500+ users, reducing access-related incidents by 35% through proactive governance

Executed platform upgrades and patches quarterly, maintaining 99.9% uptime and reducing system downtime by 40% year-over-year

Resolved 100+ ServiceNow technical issues monthly, cutting resolution time by 45% through root cause analysis and documentation

Conducted process analysis and implemented improvements, increasing workflow efficiency by 30% and reducing manual interventions

Translated business requirements into specs, enabling 10+ successful ServiceNow implementations with 100% stakeholder satisfaction

Designed workflows and UI components, improving user experience scores by 25% and reducing task completion time Service Desk Support Tezza Business Solutions Ltd, Lagos, Nigeria Oct 2019 - Mar 2020

Resolved 100+ technical issues monthly using SOPs and internal knowledge base, improving first-call resolution rate by 40%

Logged and triaged 200+ incidents via email and ticketing system, reducing intake errors by 25% and boosting efficiency

Delivered support to end-users, achieving 95% satisfaction scores and consistently exceeding SLA response and resolution benchmarks

Escalated 50+ complex incidents to Tier 2/3 teams, ensuring timely resolution and minimizing downtime for critical operations

Collaborated with developers and network teams, reducing escalation cycles by 30% and improving system stability across enterprise operations

Maintained 100% accurate ticketing records and consistently met SLA targets, boosting audit readiness and service quality by 25% C E R T I F I C A T I O N S

ServiceNow Certified System Administrator

T E C H N I C A L S K I L L S

Ticketing & Monitoring: ServiceNow Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management

Tools: ServiceNow Flow Designer, Integration Hub, Performance Analytics, Reporting, Dashboards

Documentation: BRDs, FRDs, UAT Scripts, Test Cases, Workflow Diagrams, User Guides

Integrations: REST/SOAP APIs, LDAP, Azure AD, MS Teams, Email Integration

Platforms: ServiceNow, ITOM, ITBM, CMDB, Discovery

Frameworks & Standards: ITIL v4, Agile, Scrum, SDLC

Languages: JavaScript, HTML, CSS, XML, SQL

Databases: MySQL, Oracle, SQL Server

C O R E C O M P E T E N C I E S

ServiceNow Implementation & Enhancement Requirements Gathering & Process Mapping Business Process Automation System Configuration & Workflow Customization ITIL-based Service Delivery & Governance Data Analysis & Reporting Stakeholder & Client Management Testing, Validation & Quality Assurance User Training & Post-Deployment Support Continuous Service Improvement Solution Design & Gap Analysis Change & Release Management Service Catalog & Request Workflow Design Performance Metrics & KPI Tracking Agile Project Coordination Risk Assessment & Mitigation Documentation & Knowledge Transfer Analytical Thinking & Problem Solving Effective Communication Collaboration & Teamwork Attention to Detail Adaptability Time Management Continuous Learning & Improvement

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