Akinbola Feranmi ITIL V4-Expert CSA

• Requirement elicitation, planning for software applications for identity management solutions responsible for understanding how customers use ServiceNow as a reference in discussing new enhancements
• Maintain system documentation for configuration and troubleshooting of known issues
• Participate in Change Advisory Board meetings to understand deliverables and timelines for admin activities
• Customization of tables and forms using ServiceNow tools such as Client Script, UI Policies, Business Rules, and UI Actions
• Resolving various Incident tickets and writing Knowledge articles whenever the need arises
• Ensure all solutions are highly usable, scalable, extensible, and maintainable
• Designs, plans, and administrates ServiceNow
• Preparing reports to visualize the state of some records on instance and its presentation on Dashboard
• Develops automation scripts for efficient deployment and operations of ServiceNow using a variety of scripting and programming languages
• Ability to provide ServiceNow customization and configuration including but not limited to scripting, workflow administration, report setup, module customization, data imports and third-party software integration
• Gather requirements by using interviews, document analysis, requirement workshops, business process descriptions, use cases, scenarios, business analysis, and task and workflow analysis as required to produce detailed specifications
• Coordinating with both business and users’ alignment of business requirement documents
• Working in an ITSM business environment with good knowledge of ITIL best practices experienced IT Service Management Business Analyst with a primary focus on Incident & Problem Management and additional processes like service catalog, change enablement
• Administering and executing the configuration management process and ensuring CMDB data integrity
• Responsible for managing the entire life cycle of IT assets, mapping decencies between the assets and CIs, and the records
• Creation of catalog items and configuration of its automation process using workflow
• Part of the team that Upgrade ServiceNow Instance

Key Achievements:

• Successfully upgraded ServiceNow from the New York to the Quebec version with minimal disruptions
• Reduced ticket resolution times by 25% through enhanced workflow designs and knowledge base updates.

• Collaborated with stakeholders to define, document, and prioritize business requirements for ServiceNow solutions
• Designed and implemented workflows in Incident, Problem, Change, and Request Management modules, streamlining service delivery and reducing downtime by 20%
• Developed custom Service Catalogs, enhancing the user experience and increasing self-service usage by 30%
• Conducted UAT, delivered training sessions, and ensured seamless adoption of new ServiceNow modules
• Integrated ServiceNow with third-party applications, saving 10+ hours per week through automation
• Utilized Performance Analytics to track key metrics, driving data-driven improvements in IT services
• Spearheaded a data migration project, transferring 100K+ records with zero data loss
• Enhanced operational efficiency by automating manual reporting processes, reducing effort by 30%.

• Provided first-line technical support for hardware and software issues, achieving a consistent 85% first-call resolution rate
• Utilized ITSM tools to log, prioritize, and resolve support tickets, meeting SLAs 95% of the time
• Trained and mentored new IT support staff on ticketing systems and troubleshooting protocols
• Authored knowledge base articles to standardize solutions for recurring issues, improving team efficiency
• Rolled out a self-service portal, reducing IT support ticket volume by 20%
• Improved customer satisfaction scores by 10% through timely and effective support.