AHMED BALOGUN
ServiceNow Developer
Houston,Texas
Summary
OBJECTIVES Qualified IT professional with over 3years experience as a ServiceNow Developer and Administrator. Understand ITIL and IT service management solutions in IT infrastructure & expertise in the ITSM suite (ServiceNow). Good knowledge of IT Infrastructure Library (ITIL) standards which are helpful in the development and customization of IT Service Management applications. I also have experience in ITSM analysis, design, and administration in ServiceNow platform and implementing Service Catalog, Incident Management, Change Management, Knowledge Management, Problem Management, and Integrations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
SERVICENOW ADMIN/DEVELOPER
Houston, TX
01.2022 - Current
- Understand and represent customer’s needs as part of providing IT services that meet or exceed those business needs
- Responsible for the optimal operation of the environment by actively investigating issues and solving problems before they occur
- Work with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues
- Responsible for Implementation, Customization and Maintenance of ITIL modules such as Service Catalog, Knowledge Management Incident Management, Change Management, Problem Management in ServiceNow
- Responsible for gathering requirements
- Schedule meetings with Stakeholder or Business owners
- Update & maintain a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes
- Assist in maintenance planning and scheduling
- Escalate performance issues, unresolvable incidents, and service interruptions to Service-now technical support
- Creates and updates incident records in Service-now’s tracking system
- Use data-driven techniques, analyze, and interpret data
- Create update sets for configuring in different instances like Dev, Test, and production instances
- Perform day-to-day administration of the Service-Now tool including all the modules, business relations and tables
- Create an Access Control Rule (ACL)
- Provide hands on experience by creating user-friendly interface for service catalogs, configuring Users, groups, and roles, and personalize business rules
- Installing and activating plugins to provide certain features and functionalities within ServiceNow instance
- Working on Order Guide, to arrange them in sequential order to make user comfortable while raising a request
- Creating notifications based on user requirements and configure inbound email action to create incident or request
- Creating Workflow, Reporting, and Form/UI configurations, Notifications, Data Imports, and UI Policies.
SERVICENOW ADMIN/ DEVELOPER
CAPSULETEK
Stafford, TX
03.2019 - 01.2022
- Demonstrated proven leadership skills and the ability to influence others at all levels of an organization
- Assisted in modifying service catalog items, Workflows, and notifications
- Communicated effectively to team members on a regular basis
- Managed users, groups, and roles within the system
- Performed Daily Scrum meetings
- Followed internal deployment protocol to move update sets from one instance to another i.e., from Development to Test, and then to Production
- Worked on various modules of Service Now like Incident Management, Change Management, Problem management, Service Catalog, User Administration, Reporting
- Served as main point of contact for support, administration, and maintenance of ServiceNow platform and associated applications
- Coordinated Service Catalog options, variables, categories, and cart controls
- Established and maintained effective communication with customers, and other IT specialists
- Performed data migration through import sets
- Customization and configuration of UI policy, UI action, List layout and Form layout
- Responsible for data modelling and creating ACL for new custom tables and creating new applications and modules
- Worked across functional areas to drive continuous improvement
- Strong technical skills, including knowledge and relevant experience in SDLC
- Performed system and application configuration and management.
SERVICENOW ADMINISTRATOR
PRIMORIS SYSTEM LLC
Sugarland, TX
01.2018 - 01.2019
- Coordinated with business owners for modifications and changes in ServiceNow
- Developed, maintained, and published documentation regarding use of Service Now enhancements
- Managed users, groups, and roles within the systems
- Used the UI to administer Tables, Fields, and Relationships
- Created Data Sources from various external applications and transformed them into ServiceNow
- Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement
- Served as main point of contact for support, administration, and maintenance of ServiceNow platform and associated applications
- Coordinated Service Catalog options, variables, categories, and cart controls
- Established and maintained effective communication with customers, and other IT specialists
- Worked on various modules of ServiceNow like Incident Management, Change
- Management, and Problem management, Asset Management, Service Catalog, User Administration, Reporting
- Created update sets for configuring in different instances like Dev, Test and Production instances.
Education
Bachelor of Science - Computer Science
Federal Polytechnic
01.2014 - 1 2016
National Diploma - Computer Science
Moshood Abiola Polytechnic
01.2010 - 1 2012
Skills
Demonstrate leadership and business management skills Analytical skillsOrganization and Time managementQuick adaptability to new environment and curiosity to learn & develop new skills/knowledgeHighly motivated and proactive professional with strong organizational, interpersonal and time management skillsTeam player who is always willing to support others with high level of reliability and responsibility to accomplish desired resultMultitasking abilitiesOperating System, ServiceNow Software methodologies such as SDLC, Waterfall, Scrum and Agile
Certification
CERTIFIED SCRUM MASTER (CSM)
Timeline
SERVICENOW ADMIN/DEVELOPER
01.2022 - Current
SERVICENOW ADMIN/ DEVELOPER
CAPSULETEK
03.2019 - 01.2022
SERVICENOW ADMINISTRATOR
PRIMORIS SYSTEM LLC
01.2018 - 01.2019
Bachelor of Science - Computer Science
Federal Polytechnic
01.2014 - 1 2016
National Diploma - Computer Science
Moshood Abiola Polytechnic
01.2010 - 1 2012