I am a certified ITSM professional with extensive knowledge and experience in supporting organizations using ServiceNow capabilities to drive their digital transformation by modernizing IT service management with focus on Incident, Service Catalog, Request Fulfillment, Change, Problem, Asset, Configuration and Knowledge Management practices. My core competence is tailored toward driving ITSM and CMDB activities using ServiceNow best practices to get the desired outcomes that provide value that key stakeholders want.
PROJECTS ACCOMPLISHED
• ServiceNow ITSM transformation - Service CatLog, Incident, Problem and Change Management • CMDB transformation: Orphan remediation, relationship mapping, Data Quality cleanup • Service CatLog transformation including Service Portal re-design. • Integration between ServiceNow Incident and Jira application • Integration of Splunk, ScienceLogic with ServiceNow Incident • Integration between Air Watch and ServiceNow Incident • Migration of core ITSM from ITS (Home grown tool) to ServiceNow platform • Revamp and consolidation of Service CatLog on ServiceNow platform and Service Portal • ServiceNow Upgrades: Madrid, New York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo
KEY COMPETENCIES AND SKILLS
• Experience and strong knowledge of ServiceNow.
• Agile (Scrum and Kanban methodologies) expertise • Conceptual and analytical skills used to evaluate information gathered from multiple sources, while reconciling discrepancies • Analytical modeling skills (models that clearly and easily communicate concepts to customers) • Ability to help design and execute test plans/scripts to ensure they meet user requirements. • Understanding of business process design • Effective IT system and business function documentation skills • Ability to manage high level relationships with various stakeholders. • Strong interviewing, listening, and observational skills used to identify and define business and technical requirements. • Excellent interpersonal skills, written and verbal communication skills, public speaking and presentation skills, and customer focus.
ACADEMIC/PROFESSIONAL QUALIFICATIONS:
• ITIL 4 Certification Certified
• International Scrum Institute Scrum Master Certification • ServiceNow Certified System Administrator In view • University of Lagos, Nigeria BSc. Political Science - 2nd Class Upper Div. - 2003
1 TOO LS ServiceNow, MS SharePoint, Jira, MS Visio, Miro, MS Office Suite
CAREER HISTORY: ➢ MADANI INC.
ServiceNow Business Analyst February 2020 to Date
• Work with Product or ITSM Process Owners and other relevant stakeholders to capture and document requirements and translate them into user stories in ServiceNow. • Develop use cases, process diagrams, and requirements documentation using user stories in ServiceNow. • Identify, manage, and track business and technical needs objectives throughout project lifecycle. • Conduct interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods. • Coordinate UAT activities with key stakeholders to ensure designs meet their business needs. • Plan, document, evaluate, and track testing results to ensure system applications are free from defects. • Manage the change management lifecycle including representing changes to change approval authorities and documenting the results and decisions from the approval authorities. • Good knowledge of all major ITSM practices such as Incident, Change, CMDB, Service Request/CatLog, problem management etc • Drive the demo of successful stories for process owners and clients to obtain validation in UAT instance. • Ensure adherence to ITIL best practices in various ITIL process supported on ServiceNow platform. • Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards. • Drive the requirements elicitation process where necessary, identifying stakeholders and what input is required. • Create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team. • Translate conceptual customer requirements into functional requirements in a clear manner that is comprehensible to developers/project team.
➢ DAMACHE GROUP
Business Analyst January 2014 – December 2019
• Collaborate with stakeholders to gather, analyze, and document business requirements.
• Develop and implement solutions that align with business goals and objectives. • Analyze data and create meaningful dashboards to provide insights and inform decision making.
2 • Continuously monitor and evaluate the effectiveness of existing processes and recommend improvements.
• Collaborate with project sponsors to determine project scope and vision.
• Facilitate scoping and business priority-setting for change initiatives of large and medium size and complexity. • Select appropriate techniques for the elicitation of detailed requirements taking into account the nature of the required changes, established practice and the characteristics and culture of those providing the requirements.
• Discover and analyze requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. • Obtain formal agreement by stakeholders and recipients to scope and requirements and establishes a baseline on which delivery of a solution can commence. • Manage requests for and the application of changes to baselined requirements. • Identify the impact on business requirements of interim (e.g., migration) scenarios as well as the required end position. • Manage and track the status of requirements throughout the project lifecycle; enforce and redefine as necessary adhering to change process.
➢ GLAMOUR CONSTRUCTIONS Business Development Manager January 2009 – November 2013
• Develop, implement & maintain effective & successful strategies for the company’s growth. • Develop referrals and contacts to other potential customers in assigned territory. • Follow up on leads generated by marketing activities, sales calls and visits and helped increased sales by 30% within the first 6 months. • Support staff and customers by handing escalated customer engagements. • Partner with management to train Sales Associates on BD principles • Drive customer traffic through website management, including taking and uploading photos and adding options and attributes. • Maintain a thorough knowledge of all current marketing campaigns, utilize these to drive the team’s success. • Recruit, hire and manage the performance of all department employees. • Manage online reputation through review sites and social media outlets.
➢ DIAMOND BANK PLC
Process Improvement Analyst September 2004 – December. 2008
3 • Analyze business processes and documents functional requirements to increase operational maturity. • Translate and document client needs into actionable requirements. • Develops use cases, process diagrams, and requirements documentation. • Collaborate with clients and Fruition project team to design appropriate process solutions. • Evaluate requirement changes and provides feedback to ensure alignment to original design objectives. • Follow up on outstanding client needs and provides timely status reports to project manager. • Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate.
