Amobi Fidelis Ugwu

●Prototype new features and improve existing functionality through user journeys, information architecture, wireframes, and high-fidelity mock-ups.

●Customized ServiceNow application navigator to provide different modules by user role, modified applications, and changed their appearance.

●Prepared and implemented ServiceNow configuration and administrative workflow.

● Creates business requirements document (BRD)on MS Word, epics, and user stories on Jira.
●Design and interprets API's (REST API, XML, JSON, ISO,) for different system integrations.
●Help to create a consistent cross-platform design system including cloud architectures.
●Lead and own designs in high-impact initiatives in the product area.
●Work together with product management and engineering to ensure the team delivers an impactful and exceptional user experience..
●Collaborate with cross-functional partners to define the right UX, and inform vision and strategy for the product area.
●Support teams by applying strategic design methods (Opportunity solution tree, User Journey Mapping, testing scenarios etc.), facilitation, user research analysis, efficient design processes.
●Partner with commercial and data teams to bring customer feedback and data insights to inform design and product prioritization.

• Completed in-depth stakeholder analysis to ascertain stakeholder register and communications plans.
• Experienced in ServiceNow Information Technology Service Management (ITSM) and Configuration Database Management (CMDB).
• Identified data sets for automated testing, wrote test steps in user stories, reviewed test results, and coordinated with engineering teams to write guidance/tech help documentation.
• Documented functional design specifications on Confluence for user stories.
• Documented current state business processes using Microsoft Visio BPMN (Business Process Model & Notation) 2.0 standard.
• Designed Scope includes Mobile Money wallet transactions, Payments, Service provider Integrations, Mobile banking,ATM integration Virtual Cards, and related offerings, etc.
• Ensuring proper routing of demand process and Service requests.
• Analyze risk and participate in product deployment.
• Develop technical documents, and proposals and perform customer presentations.
• Drive upgrades and Disaster Recovery switchover for business continuity.

• Managed process improvement projects through the project life cycle, utilizing project management methodologies.
• Assisted in decreasing the turnaround time between initial requests to delivery of key customer-centric business
• processes.
• Analyzed current states of affairs (As Is), formulated future state (To Be), and performed a gap analysis.
• Evaluated and revised standard operating procedures (SOPs) to incorporate employee and management feedback.
• Participated in the analysis and definition of efficient, cost-effective solutions that support client business product processes and functional requirements.
• Tracked and reported enhancement requests and development efforts to provide visibility to senior management on the timeline for expected changes/improvements.
• Analyzed data collection spreadsheets and built reports that clearly articulated findings and outcomes
• Developed project plans, work breakdown structures (WBS), and baseline data for project requirements
• Provided support to 250 + staff in resolving operational issues and problems.