Hi, I’m
Abiodun Lawal
ATLANTA,GA
Summary
Dedicated ServiceNow Business Analyst with 5 years of hands-on experience in IT Service Management (ITSM), IT Asset Management (ITAM), Customer Service Management (CSM), and IT Operations Management (ITOM). Possesses extensive knowledge of ServiceNow functionalities and capabilities, as well as excellent analytical and problem-solving skills. Adept at collaborating with stakeholders to identify requirements, design solutions, and implement enhancements to improve overall business performance. Proven track record of successful ServiceNow implementations and optimization projects, resulting in increased efficiency and cost savings for clients.
Overview
6
years of professional experience
3
Certification
6
years of post-secondary education
Work History
SVBRaleigh, NC
Data Analyst
10.2023 - Current
Job overview
- Conduct meticulous analysis of complex datasets using Tableau, Jira, and ServiceNow, enhancing business efficiency.
- Streamline data processing workflows, accelerating insight generation and decision-making processes.
- Implement advanced analytics tools to optimize operational effectiveness and drive productivity.
- Generate tailored ad-hoc reports, transformed intricate datasets into compelling narratives, and created dashboards to monitor key performance indicators, fostering informed decision-making processes in collaborative efforts with stakeholders.
First Citizens BankRaleigh, NC
Business System Analyst
May.2023 - Current (1 year & 11 months)
Job overview
- Proficient in requirements gathering and analysis, translating business needs into technical specifications.
- Experienced in driving process improvements to enhance efficiency and streamline operations.
- Skilled in overseeing system implementations and integrations with minimal disruption to business.
- Strong in data analysis and reporting, facilitating data-driven decision-making and stakeholder communication.
Infosys LimitedRichardson, TX
ServiceNow Business Analyst/ Lead RCA Coordinator
10.2021 - 03.2023
Job overview
- Enhanced RCA processes in ServiceNow by collaborating with users, stakeholders, and senior management.
- Coordinated with SREs to draft concise RCA documents for executive review, handling up to 20 Major Incidents monthly.
- Led RCA investigations, gathering data, interviewing stakeholders, and identifying root causes in ServiceNow.
- Provided training on ServiceNow functionality, incident management processes, and RCA techniques, improving incident response and utilizing Power BI for comprehensive reporting on MIM occurrences.
GE Capital
ServiceNow Business Analyst
07.2020 - 09.2021
Job overview
- Orchestrated meetings with stakeholders to extract business requirements for ServiceNow implementations.
- Utilized Agile 2.0 methodology to craft user stories, fostering collaboration with development teams.
- Collaborated with stakeholders to refine ServiceNow services, workflows, and processes for alignment with business goals.
- Enhanced efficiency by capturing requirements and optimizing existing workflows, while ensuring compliance with IT Service Management methodologies like ITIL.
Community Health Systems
ServiceNow Business Analyst/Quality Assurance
02.2019 - 06.2020
Job overview
- Gathered, reviewed, and analyzed system and user requirements to ensure accurate ServiceNow implementations.
- Collaborated with business and technical teams to clarify functional requirements and align with business needs and IT standards.
- Documented detailed proposals, functional requirements, and test scenarios to ensure compliance with ITSM methodologies and facilitate QA and UAT efforts for high-quality implementations.
CompuCom Systems
ServiceNow Business Analyst
11.2017 - 01.2019
Job overview
- Managed system and user requirements from business users through collection, review, and analysis.
- Collaborated with both business and technical teams to clarify and refine functional requirements.
- Documented detailed proposals, including functional and data requirements, process flows, and test scenarios, ensuring alignment with design specifications and facilitating QA and UAT efforts.
Education
University of Ado-Ekiti Nigeria
Bachelor of Science from Botany
02.2006 - 08.2011
University of Cincinnati Clermont CollegeBatavia, OH
Associate of Applied Science from Information Technology
08.2023 - Current
Skills
- Business Recovery and Sustainability
- Staff Training
- Data Analysis
- Program Improvements
- Analytical Tool Implementation
- Acceptance Criteria
- Release Planning
- User Acceptance Testing (UAT)
- Business Requirements
- Microsoft Office Suite
- Service Mapping
- Test Case Scenarios
- BI Tool and System Design
- SWOT Analysis
- Problem-Solving and Effective Communication
Certification
Certified ServiceNow Administrator - ServiceNow
ITIL V4 Foundation - People Cert
Security+ SY0 501 - CompTIA
Languages
English
Native or Bilingual
Portuguese
Professional Working
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Tableau (Prep & Desktop)
ServiceNow
Atlassian JIRA
Five9
Alteryx
Microsoft Office Suite (Word, Excel, PowerPoint)
Microsoft Visio
Power BI
Timeline
Data Analyst
SVB
10.2023 - Current
University of Cincinnati Clermont College
Associate of Applied Science from Information Technology
08.2023 - Current
Business System Analyst
First Citizens Bank
May.2023 - Current (1 year & 11 months)
ServiceNow Business Analyst/ Lead RCA Coordinator
Infosys Limited
10.2021 - 03.2023
ServiceNow Business Analyst
GE Capital
07.2020 - 09.2021
ServiceNow Business Analyst/Quality Assurance
Community Health Systems
02.2019 - 06.2020
ServiceNow Business Analyst
CompuCom Systems
11.2017 - 01.2019
University of Ado-Ekiti
Bachelor of Science from Botany
02.2006 - 08.2011
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