Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Moses Ujadughele

Dallas

Summary

Seasoned ServiceNow Administrator/Developer with deep hands-on capability across platform configuration and custom engineering. I build and enhance solutions using JavaScript and modern web/data technologies (including SQL, HTML, Angular, React, Python) to improve end-to-end service delivery and reduce operational friction. My background covers core ITSM processes—incident, change, problem, release, knowledge, and service catalog, alongside custom application delivery on the Now Platform. I bring strong experience across ITOM (Discovery, Service Mapping), HRSD, ITAM (HAM/SAM), and CMDB practices, with emphasis on service quality, data integrity, and scalable operating models. I translate service architecture concepts into actionable implementations using CSDM-aligned service structures, enabling more reliable discovery outcomes, relationship accuracy, and service visibility for proactive operations. Known for structured troubleshooting, metrics-driven improvements, and practical application of ITIL principles, I continuously refine processes and platform capabilities to deliver measurable business value.

Overview

12
12
years of professional experience
1
1
Certification

Work History

SERVICENOW ADMIN/DEVELOPER (Consultant)

FORD MOTOR COMPANY
10.2022 - Current
  • I configure and govern SLAs by defining targets, triggers, and escalation behavior for Incident, Problem, and Change, then track compliance through ongoing monitoring.
  • Assisted clients in defining project requirements, resulting in tailored software solutions that met their specific needs.
  • I design and publish a streamlined Service Catalog experience enabling employees to request new equipment, swaps/replacements, and standard consumables through guided intake.
  • I operationalized ITAM (HAM/SAM) practices to improve inventory visibility, support lifecycle decisions, and reduce unnecessary spend through better utilization controls.
  • Mentored junior developers, fostering skill development and knowledge sharing within the team.
  • I deploy and validate MID Servers across physical and virtual environments, confirming prerequisites, connectivity, and reliable communication with the instance.
  • I expand the CMDB model to represent consumables (e.g., printer supplies, batteries, office materials), improving traceability and reporting coverage beyond standard CI scope.
  • I administer and enhance Discovery and Service Mapping capabilities for cloud inventory visibility, strengthening infrastructure and service dependency understanding.
  • Conducted code reviews to ensure adherence to best practices and quality standards.
  • I implement practical processes to coordinate asset fulfillment for remote staff, improving delivery execution and reducing delays for distributed teams.
  • I create and manage Discovery schedules by defining targets, scan scope, discovery methods, and MID selection to ensure consistent coverage and predictable execution.
  • I oversee Discovery operations end-to-end, balancing technical configuration with run governance (schedule hygiene, coverage validation, and operational readiness).
  • I troubleshoot and remediate platform issues across configurations, integrations, and automation by leveraging Glide APIs and strong working knowledge of JavaScript, SQL, and Python.
  • I engineer form and process behavior using server/client scripting, tailoring UI behavior, business logic, and process automation to reduce manual effort and improve user outcomes.
  • I build platform enhancements using core ServiceNow APIs (for example, record operations, UI interactions, and system utilities) to deliver maintainable, reusable solutions.
  • I partner with Finance to ensure hardware asset information supports forecasting and budget decisions, aligning operational inventory data with planning cycles.

SERVICENOW ADMIN/DEVELOPER (Consultant)

NORTH TEXAS TOLLWAY AUTHORITY
04.2020 - 10.2022
  • Contributed across the full change delivery lifecycle, from planning and implementation through validation and production readiness.
  • Built catalog items and record producers, with workflow-driven fulfillment and associated task orchestration to streamline service delivery.
  • Managed platform data operations using tables, CMDB structures, Import Sets, and Update Sets, maintaining release discipline and configuration integrity.
  • Modeled CI data to map client/infrastructure sources into baseline tables; introduced custom CI classes and attributes where required by the operating model.
  • Executed deliverables within Agile/Scrum and broader SDLC controls, supporting predictable releases and stakeholder alignment.
  • I strengthened asset lifecycle controls by implementing HAM/SAM operating procedures that improved record accuracy, traceability, and audit readiness from intake through retirement.
  • I designed standardized CI data collection templates and built supporting Transform Maps to load and normalize data consistently into the platform.
  • I supported a wide range of infrastructure CI domains—application platforms, messaging/email systems, and network gear (e.g., switches)—ensuring CI attributes and relationships were fit for operational use.
  • Extended and refined standard ServiceNow capabilities across CMDB, Incident, Problem, Change, and Knowledge to align platform behavior with operational needs.
  • Implemented solutions leveraging a broad set of Glide APIs (record operations, UI interactions, user/session context, system utilities, date handling, and aggregation) to support dependable functionality.
  • Applied JavaScript, SQL, Python, HTML, and CSS to deliver both platform logic and user-experience improvements.
  • Produced recurring, finance-facing reporting on asset inventory posture, procurement pipeline, budget consumption, and cost performance, enabling governance and transparency.
  • Defined and maintained SLAs, OLAs, and contract-based targets, including thresholds, escalation logic, and compliance visibility.
  • Configured event-driven communications: notifications, inbound email processing, and inbound actions that translate messages into incidents or requests using structured rules.
  • Established lifecycle controls for HAM/SAM, improving asset traceability, data quality, and audit readiness from intake through retirement.
  • Designed consolidated CI intake templates and built supporting Transform Maps to normalize and load CI data consistently.
  • Supported diverse CI domains—including application servers, messaging/email platforms, and network infrastructure (e.g., switches)—ensuring usable attributes and operational fit.

FULL STACK DEVELOPER CONSULTANT

AMAZON
09.2019 - 04.2020
  • Applied quantitative analysis and modeling techniques to evaluate design tradeoffs, forecast outcomes, and validate solution effectiveness.
  • Coordinated lifecycle activities for hardware and software assets, maintaining visibility into allocation, utilization, and refresh needs.
  • Partnered with data processing and project leads to clarify system constraints, performance limits, and delivery dependencies for data-focused initiatives.
  • Assessed reporting requirements, cost considerations, and security constraints to inform infrastructure sizing and hardware configuration decisions.
  • Administered Git-based source control with structured branching, peer review workflows, and pull-request governance to support stable releases.
  • Reviewed code, debugged problems, and corrected issues.
  • Developed functional databases, applications and servers to support websites on back-end.
  • Streamlined project delivery by integrating front-end and back-end technologies seamlessly.
  • Delivered responsive, client-aligned web interfaces with layouts optimized for multiple screen sizes and consistent cross-browser behavior.
  • Engineered modular, reusable UI components to standardize patterns across initiatives and accelerate delivery timelines.
  • Drove UI/UX quality improvements by defining interaction standards, refining usability patterns, and translating feedback into implementable design changes.
  • Oversaw day-to-day operational checks of supporting equipment and environments to maintain performance within defined specifications.

DATA ANALYTICS

FIRST BANK OF NIGERIA
03.2014 - 08.2016
  • Performed feature design and transformation on high-dimensional datasets to improve signal quality and uplift model accuracy.
  • Conducted exploratory analysis to identify trends, anomalies, and drivers behind key performance measures; documented insights and assumptions.
  • Recommended data-informed actions to business leaders and supported decision-making through scenario-based analysis and impact projections.
  • Improved dataset quality by addressing missing values, inconsistent formatting, and outliers; applied standardization rules to stabilize downstream analysis.
  • Leveraged Python and Java (and supporting libraries/tools) to ingest, process, and analyze large datasets efficiently.
  • Collaborated with technical teams to align data outputs with reporting needs, including format requirements, refresh cadence, and distribution channels.
  • Created clear, stakeholder-friendly summaries and visual outputs that improved adoption of analytical findings across non-technical teams.
  • Partnered with engineering, marketing, sales, and operations to translate business questions into measurable data requirements and analysis plans.
  • Defined data acquisition approaches and data dictionaries to ensure consistent interpretation of metrics across stakeholders.
  • Implemented data-protection controls, including encryption-based techniques and access-aware handling of sensitive fields, to reduce exposure risk.
  • Developed analytical utilities and lightweight applications to automate data preparation, exploration, and repeatable reporting workflows.
  • Built, tested, and recalibrated predictive models; validated performance using appropriate evaluation techniques and iterative tuning.

Education

B.Sc. - Computer Science

Lagos State University
Nigeria
01.2010

B.Sc. - Business Administration

Yaba College of Education
Lagos, Nigeria
01.2006

Skills

  • ServiceNow Request & Catalog Enablement: Service Catalog, Record Producers, Order Guides
  • Portal and App Delivery: Service Portal configuration; custom applications (scoped and global)
  • Platform Configuration & Governance: user criteria, plugins, formatters, update set discipline
  • Data Movement & Integration Readiness: import/export sets, data handling and validation controls
  • Automation: Flow Designer, Workflow, workflow orchestration and optimization
  • Security & Access: ACL strategy and role-based access enforcement
  • Core ITSM Practices: incident, problem, change, knowledge, and request fulfillment
  • IT Operations Management: Discovery and Service Mapping exposure for infrastructure/service visibility
  • IT Asset Management: HAM and SAM fundamentals and operational workflows
  • Development Tooling: UI Actions, UI Policies, Business Rules, Data Policies, notifications
  • Reporting & Operational Monitoring: dashboards, reports, scheduled jobs/schedules; Excel and Power BI reporting
  • Event-Driven Capabilities: event registry and notification/event handling patterns
  • Methods & Delivery: SDLC, Agile/Scrum delivery, project coordination
  • Languages & Technical Stack: JavaScript, SQL, Python; Angular and HTML for UI work
  • Professional Strengths: stakeholder engagement, cross-team communication, ownership mindset, adaptability, and continuous improvement

Websites

Certification

https://partnerportal.service-now.com/partnerhome?id=verify_certificate

Timeline

SERVICENOW ADMIN/DEVELOPER (Consultant)

FORD MOTOR COMPANY
10.2022 - Current

SERVICENOW ADMIN/DEVELOPER (Consultant)

NORTH TEXAS TOLLWAY AUTHORITY
04.2020 - 10.2022

FULL STACK DEVELOPER CONSULTANT

AMAZON
09.2019 - 04.2020

DATA ANALYTICS

FIRST BANK OF NIGERIA
03.2014 - 08.2016

B.Sc. - Business Administration

Yaba College of Education

B.Sc. - Computer Science

Lagos State University