MARTIAL NYENDI

I have garnered extensive industry relevant and technical experience with the following ServiceNow Modules while working as a ServiceNow Administrator/developer, ServiceNow BA & ServiceNow BPC for the past 6yrs (ITSM, ITOM, HRSD and CSM ).

ServiceNow Administrator(3yrs)

• I performed day-to-day administration, support and maintenance of the ServiceNow platform for cross-functional team members and off-shore clients (e.g ACLs, User/group or permissions issues, SLAs, workflows, service catalog and KB issues and general training and support for Incident/Request/Problem/Change and CMDB issues etc).
• I maintained integrity of the platform between production and non-production instances (for example; installations and updates of the NOW platform, integration from grandfathered and current legacy platforms using import sets, instance support using update set, REST API method etc ).
• I worked closely with the ServiceNow leadership team to facilitate and optimize product delivery by creating dashboards to monitor performance and client feedback, document and update such feedbacks or setbacks, help to design or update solutions to improve stakeholder experience .
• I also attended multiple sprint meetings, stakeholder meetings (acting as platform support specialist), CAB meetings, production and development team meetings, emergency and standard
• Incident/Request/Problem/Change meetings, etc

ServiceNow Business Analyst-Client facing/

ServiceNow HRSD Business Process Consultant(3yrs):

• My daily activities as a ServiceNow BA and later HRSD BPC was to collaborate with end users and stake holders to understand their goals and visions, communicate these goals effectively and efficiently to our developers.
• As part of the sprint team help design, improve, and optimize deliverables.
• I was also responsible for documenting, testing, training and providing technical support to the team and end users.
• As part of the Digital HR Strategy and Solutions team, I used my knowledge of the ServiceNow HR Service Delivery (HRSD) platform to optimize HR operations and drive business demands.
• I worked on HRSD projects through discovery, design, build, test, and deployment activities leveraging our agile deployment methodology.
• I provided hands-on support to make sure that deadlines were met and that key deliverables were always accurate.
• I collaborated in requirements gathering and sprint design sessions for the ServiceNow HRSD application.
• I worked with client stakeholders to document baseline current state HR Service Delivery operations.
• I configured the HRSD application (like ServiceNow mobile for employees), engage stakeholders to conduct reviews through joint design sessions.