MOSES AYODELE
Dallas,TX
Summary
Accomplished IT professional with extensive experience in ServiceNow development, maintenance, and administration. Proficient in developing custom applications, workflows, and integrations using JavaScript, HTML, CSS, and ServiceNow APIs. Adept at leading cross-functional teams, translating complex requirements into actionable plans, and delivering high-quality solutions that meet organizational objectives. Skilled in ServiceNow development tasks including user management, access controls, and system maintenance. Demonstrated expertise in developing workflows, integrations, and managing HRSD, Service catalog, CSDM, CMDB, and Asset Management services. Strong analytical abilities, problem-solving skills, and a collaborative approach to achieving results. Seeking a challenging role where expertise in ServiceNow can contribute to operational excellence and business success.
Overview
7
7
years of professional experience
Work History
ServiceNow Developer
Nebraska Department of Education
01.2024 - Current
- Implemented and configured ServiceNow ITSM platform (Incident, Problem and Change) Management Processes, Building Service Catalogs, CMDB (Configuration Management Database)
- Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
- Integrated ServiceNow ITOM with third-party tools Splunk, SolarWinds to enhance monitoring, alerting, and reporting capabilities
- Developed scripts to automate APM functionality, including data collection, reporting, and routine tasks, significantly enhancing efficiency by automating repetitive processes.
- Developed various Service catalogs as per the requirements from business teams to support the business process
- Created server-side scripts and client-side scripts, script includes Web Services
- Manages data with Tables, the CMDB, Import Sets, and Update Sets.
- Greatly involved in Incident Management Process like identifying, logging, categorizing and prioritization of Incidents
- We implemented ServiceNow ITOM modules, including Discovery, Service Mapping, and Event Management, improving IT infrastructure for visibility and control
- Involved in LDAP integration with ServiceNow for obtaining users and groups
- Created Record Producers, Order Guides and Catalog Client Scripts and Workflows
- Configured multiple Catalog Items Front-end web /GUI components using JavaScript, CSS and HTML5.
- Managed system applications across numerous instances
- Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
- Extensively worked on CMDB and set up mid servers as per the requirements. Populated the CIs (Configuration Items) and configured the CI relations in CMDB
- Installed MID Servers on remote desktop and conducted tests required for Discovery
- Integrated Glide Records with other systems and services through various methods, like web services and APIs.
ServiceNow Developer
Trilogy Health Services
11.2020 - 12.2023
- Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
- Ensured seamless integration of third-party systems with ServiceNow by building robust APIs and web services connectors.
- We integrated ServiceNow with various external systems using REST and SOAP APIs, as well as with cloud services through MID Servers.
- Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation's complicated workflows to simpler form.
- Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.
- Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
- Configured ServiceNow catalogs with variables, sets, and order guides to improve the organization's self-service and portal experience
- Conducted end-to-end testing using Automated Test Framework (ATF) to implement the Utah update for all instances
- Ensures platform health by coordinating system administration assistance
- Created customized reports and dashboards for various user groups, stakeholders, and management entities to monitor organization-wide activity
- Integrated Single Sign On and LDAP into the organization's access control mechanisms
- Migrates system upgrades and settings from development and test environments to production
- Contribute to the entire software development process, including analysis, design, scripting, testing, user training, and operational support.
- Monitored and ensured the accuracy, completeness, and consistency of risk data within the ERM module, conducting regular data quality checks and collaborating with relevant teams.
- Coordinating the instance upgrade activities and migration activities using Update Sets.
- Developed and maintained APIs and data integration processes between ServiceNow and other services.
- Evaluate the Change Request impact and risk to the client's healthcare Confidential infrastructure in ServiceNow.
- Role requirements and access permissions for Discovery administrators and users were established, guaranteeing compliance with security rules and data governance standards.
- Led the implementation of CSDM domains in the organization's Now Platform environment, encompassing Foundation, Design, Build, Manage Technical Services.
ServiceNow Administrator
PNC Bank
06.2017 - 10.2020
- Customized a search tool in the ServiceNow virtual agent that allows users to find and access relevant articles and documents for banking self-service support.
- Enhanced system performance by optimizing ServiceNow configurations and customizations.
- Perform daily administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now
- Worked on business requirements and technical specifications for ITSM(Incident,problem,change) platform
- Develop solutions in the Service Now platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users
- Performed system and application configuration and management. Provide level 2 customer support of tickets assigned to the Network team.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
- Ensured data integrity by developing robust data validation rules within the ServiceNow platform.
- Understanding of the ITIL business process and maintain service level agreement (SLA) and monitor an SLA workflow
- Created functional and technical specifications documents for various ServiceNow modules.
- Championed the adoption of agile methodologies in the management of ServiceNow projects, leading to faster deployment times and more efficient project execution.
- Created customized reports and dashboards for various user groups, stakeholders, and management entities to monitor organization-wide activity.
- Managed change requests effectively, ensuring minimal disruption to ongoing operations while implementing necessary modifications to the platform.
- Involved in determining the relationships using ServiceNow Service Watch to find the relationships and mapping between app instances, applications, business services and infrastructure service
- Worked on loading the data into ServiceNow using import sets.
- We Designed and implemented customer self-service portals using ServiceNow CSM.
Education
Bachelor of Science - Business Administration
Lagos State University
Skills
- Service Catalog Management
- Problem Management
- Bootstrap framework
- Event Management
- JavaScript programming
- Workflow configuration
- Incident Management
- Asset Management
- Knowledge management
- ITIL Processes
- Test management
- CMDB Management
- SLA Configuration
- Business Rules
- Client Scripts
- Multitasking
- Team Collaboration
- Effective Communication
Timeline
ServiceNow Developer
Nebraska Department of Education
01.2024 - Current
ServiceNow Developer
Trilogy Health Services
11.2020 - 12.2023
ServiceNow Administrator
PNC Bank
06.2017 - 10.2020
Bachelor of Science - Business Administration
Lagos State University
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