Summary
Overview
Work History
Education
Skills
Certification
Clearance
Selected Achievements
Languages
Timeline
Generic

OLA OYEPEJU

Houston,TX

Summary

Tech-savvy and driven professional with extensive experience in designing, implementing, and optimizing ServiceNow solutions to deliver measurable value to clients. Highly functional leader proficient in collaborating with cross-functional teams to gather business requirements, streamline IT workflows, and deliver custom ServiceNow applications that accelerate operational efficiency. Specialized skills in process automation, ITSM, ITAM, HRSD, FSM, and platform integration. Customer-focused individual with a talent for troubleshooting and providing solutions for ServiceNow modules, driving successful deployments, and maximizing the platform's capabilities. Effective communicator experienced in directing implementation projects, leading continuous improvement initiatives, and liaising with key stakeholders to align ServiceNow strategies with business objectives and drive customer satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

ServiceNow Developer

Center For Disease Control
10.2024 - 02.2025

In the role of ServiceNow Developer at the Centers for Disease Control and Prevention, responsibilities included developing and customizing ServiceNow applications to enhance organizational efficiency.This position involved collaborating with various stakeholders to understand requirements and implement solutions that meet the needs of users.Significant contributions were made towards enhancing the HRSD module through customizations, ensuring seamless integration with existing workflows.

  • Worked closely with cross-functional teams to gather requirements and provide tailored solutions.
  • Ensured effective deployment and user adoption of ServiceNow applications.
  • Successfully implemented a customized HRSD improving HR service delivery.
  • Worked closely with cross-functional teams to gather requirements and provide tailored solution.
  • I significantly enhanced the HRSD application through customizations, ensuring seamless integration with existing workflows.
  • Conducting feasibility analysis of customer requirements to determine the best approach for configurations or customizations.
  • Customizing the employee portal and agent workspace for the HR department, enhancing user experience and operational efficiency.
  • Integrate ServiceNow with other systems and external platforms using APIs and web services.
  • Customize ServiceNow workflows, business rules, UI policies, and notifications to support HRSD processes and automation.
  • Implemented HR lifecycle events for automating onboarding and other HR processes, showcasing innovation in process automation.
  • Led the deployment of configuration management solutions using CMDB, improving asset visibility and lifecycle tracking.
  • Delivered knowledge transfer sessions and supported end-users in adopting new ServiceNow functionalities.

ServiceNow Developer

Verizon Wireless Systems
12.2020 - 10.2024
  • In my role at Verizon as a ServiceNow Developer, I worked on multiple project.Designed, Developed, and implemented various ServiceNow modules to facilitate better service management.Manage ServiceNow platforms, enhancing ITSM, HRSD, FSM, ITAM efficiency.
  • Develop and maintain integrations between ServiceNow and other systems with an understanding of REST, SOAP and other web service architectures.
  • Participated in ServiceNow upgrade and patching efforts, including research of impacts, updating documentation and pre and post upgrade testing.
  • Developed and maintained integrations between ServiceNow and other systems using REST, SOAP, and other web service architectures, enhancing data consistency and operational efficiency.
  • Participated in sprint planning and development for different modules, emphasizing agility and teamwork.
  • Led a cross-functional team to implement IT Asset Management, enhancing asset visibility and lifecycle tracking, which resulted in a 20% increase in operational efficiency.
  • Assisted clients in evaluating and implementing ITSM tools, focusing on aligning business objectives with technology solutions.
  • Customized and configured ServiceNow modules including Incident Management, Problem Management, Change Management, and Service Catalog to improve operational efficiencies.
  • Utilized FSM tools to track and analyze key performance metrics, driving continuous improvement in field operations.
  • Actively participated in code reviews to evaluate code quality, functionality, and adherence to established coding standards, fostering a culture of continuous improvement within the development team.
  • Handled incidents in accordance with established Service Level Agreements (SLAs), ensuring timely resolution and minimal disruption to operation.
  • Partnered with diverse teams-including IT, operations, and business units-to gather, analyze, and validate requirements, ensuring alignment with strategic objectives.
  • Built and configured custom tables, fields, UI Actions, and Flow Designer workflows.
  • Implemented business logic using JavaScript, Glide APIs, and ServiceNow scripting.
  • Support & Bug Fixing: Address platform issues, troubleshoot bugs, and ensure system stability across ITSM modules, Workspaces, and App Engine.
  • Dashboard & Reporting Development: Create and refine ServiceNow dashboards to provide actionable insights for business stakeholders.
  • Conducted thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience.
  • Created, maintained and tested business rules, script includes, client scripts, UI/Data policies, custom portal widgets, scheduled jobs, ACLs, notification.
  • Implemented HR lifecycle automation, streamlining employee onboarding and offboarding processes.

ServiceNow Developer

MultiChase Service
01.2018 - 11.2020

Provided services to clients focused on optimized usage of modules, such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.

  • Reduced average response time by 15% and increased level of service delivery by improving the dispatching procedure.
  • Amplified customer satisfaction by resolving issues in collaboration with cross-functional teams.
  • Acted as subject matter expert by providing guided training, handling Update Sets, orchestrating User Acceptance Testing (UAT), and supporting transitions to Production instances.
  • Converted business requirements into functional solutions by creating ServiceNow applications from business specifications and technical architecture documents.
  • Enhanced the user interface and met business needs by improving Service Portal widget capabilities and developing new widgets for internationalization (English and French).
  • Delivered real-time visibility and team training by transitioning manual hardware asset management into ITSM asset management in ServiceNow.
  • Built and customized Service Catalog items and Request Fulfillment workflows to improve user experience and service delivery.
  • Conduct thorough testing of ServiceNow configurations to validate functionality, data integrity, and user experience.
  • Develop and maintain advanced scripts, business rules, and client scripts.
  • Troubleshoot and resolve technical issues related to ServiceNow implementations.
  • Configure and develop enhancements on the ServiceNow platform to meet business needs for modules - ITSM and HRSD.

Education

Bachelor of Science -

Computer Science

Bsc -

Mass communication

Skills

  • ServiceNow Implementation & Customization
  • Process Automation
  • Platform Integration
  • ServiceNow Upgrades & Maintenance
  • Troubleshooting & Support
  • Business Requirement Gathering
  • Agile Methodology
  • Asset Management
  • Quality Assurance Testing
  • Cross-functional Collaboration
  • HR Service Delivery (HRSD)
  • Field Service Management (FSM)
  • Configuration Management Database (CMDB)
  • IT Service Management (ITSM)
  • Incident Management
  • Service Catalog
  • IT Operations Management (ITOM)
  • Server-Side Scripting (Business Rules / Script Include)
  • Server / Client API
  • Workflow Alerts and Actions
  • Approval Processes
  • SDLC
  • Agile & SCRUM Methodologies
  • Technical Documentation
  • ITIL
  • Case Management
  • HR process automation
  • Rally
  • Box
  • JIRA
  • Configuration Management
  • ServiceNow FSM
  • ServiceNow CMDB
  • JavaScript
  • UI Scripts & Policies
  • SOAP
  • REST Message
  • Custom App Development

Certification

  • Human Resource Service Delivery (HRSD)
  • ServiceNow Certified System Administrator (CSA)

Clearance

Public Trust

Selected Achievements

  • Executed medium to large-scale implementations by setting up applications through ServiceNow and utilizing detailed understanding of ITIL V3.
  • Exceeded the client expectations by providing specializing services, including IT Service Management (ITSM), Human Resource Service Delivery (HRSD), IT Operation Management (ITOM), Field Service Management (FSM), and Configuration Management Database (CMDB).
  • Improved service efficiency by administering modules, such as Incident Management, Service Catalog, Problem Management, Change Management, and Configuration Management.
  • Raised user experience by streamlining field service operations through configuring FSM workflows, forms, and templates.
  • Accumulated and leveraged hands-on experience in JavaScript, debugging, optimizing UI scripts and policies, client scripts, server-side scripting, and API integration.

Languages

English
Professional Working

Timeline

ServiceNow Developer

Center For Disease Control
10.2024 - 02.2025

ServiceNow Developer

Verizon Wireless Systems
12.2020 - 10.2024

ServiceNow Developer

MultiChase Service
01.2018 - 11.2020

Bsc -

Mass communication

Bachelor of Science -

Computer Science
OLA OYEPEJU