Olayemi Asere
Business Analyst
Richmond,TX
Summary
Results-driven Quality Systems Analyst / Business Operations Specialist with a background in IT Service Management and process improvement. Skilled in identifying process gaps, documenting workflows, and enhancing system functionality across multiple platforms. Experienced in coordinating audit tracking, request management, and compliance activities while improving data integrity and operational alignment. Proficient in leveraging enterprise tools such as Ivanti, Jira, Confluence, Vector LMS, Matrix (Custom Built Client portal), Alfabet (Tool repository), Aris (DMS-Document Management System), and Power BI to streamline workflows, improve reporting, and drive efficiency.
Business operations professional skilled in streamlining processes and enhancing operational efficiency. Strong focus on team collaboration and achieving tangible results. Reliable and adaptable with expertise in project management, process improvement, and strategic planning. Known for problem-solving abilities and proactive approach to evolving business needs.
Overview
11
11
years of professional experience
6
6
Certifications
Work History
Business Operations Specialist / Quality Systems Analyst
NTT GDC, Americas
11.2022 - Current
- Design a structured daily review process for new requests—clarifying scope, ownership, and next steps—and documented outcomes in Confluence for visibility and accountability.
- Manage and triage over 50 Ivanti service request queues, improving response time and tracking efficiency.
- Develop and maintain process documentation including intake workflows, Jira user guides, and enhancement procedures.
- Partner with GRC and IT Compliance teams to track audit findings for Data Center Operations and facilitated monthly review calls to assess progress, verify closure, and ensure audit readiness.
- Test and validate Ivanti system enhancements before production rollout, including new Service Request (SR) workflows to improve accuracy and user experience.
- Perform initial triage of requests, identifying gaps, and outlining next steps of strategic initiatives, while managing non-strategic projects to ensure timely completion.
- Identify and document process gaps, work with the business teams to propose and implement solutions that enhanced efficiency and alignment.
- Perform monthly audit of GigaTrak Shipping& Receiving data to resolve discrepancies and improve reporting and process accuracy.
- Manage Vector LMS user access and role-added new users, assigned and validated appropriate permissions for employees, managers, and supervisors to ensure proper access to required training; deactivated inactive accounts to maintain system integrity and compliance.
- Streamlined operational workflows to enhance efficiency and reduce bottlenecks.
- Developed and implemented process improvement initiatives resulting in increased productivity.
- Coordinated cross-departmental projects to align business objectives and optimize resource allocation.
Infrastructure Sr. Analyst
Securian Financial
04.2022 - 08.2022
- Worked on migration of Lotus Note Databases to Service Catalog and Request Fulfilment process application in ServiceNow.
- Worked with Software Asset Management Team to Identify gaps in different processes /create workflow by highlighting steps, triggers, tasks/sub-processes and fulfillers using Visio.
- Defined business requirements, managed scope, and coordinated activities with stakeholders to ensure priorities are accurately reflected.
- Managed the communication of business processes and business requirements ensuring that the proposed solutions meet the customer's expectations.
- Lead clients in their efforts to take advantage of the ServiceNow functional capabilities to improve their business processes.
- Facilitated testing / UAT and obtained sign-off on priorities with clients’/ end users.
- Performed testing as needed to test enhancements/features before moving to production from ServiceNow Test instance.
- Participated and encouraged the practice of all agile methodology in the delivery of solutions of different process areas.
ServiceNow / ITIL Business Analyst
ModusLights Technologies
04.2018 - 03.2022
- Facilitated requirements gathering sessions with IT and Business stakeholders to understand and document business needs and requirements and translate same into user stories in ServiceNow.
- Acted as main liaison person between the business and ServiceNow team for enhancements to Service Catalog and Request Fulfillment, Incident Management, Problem Management and Change Management.
- Provided process stewardship and play a key role in the transformation of the IT Service Management processes to support automation using structured workflows.
- Collaborated with process owners to design, develop, test and implement ITSM processes bearing in mind future implementations and enhancements to the ServiceNow platform.
- Participated in Agile Scrum ceremonies throughout the Sprint life cycle.
- Analyzed and improved processes that support the Agile software development lifecycle and ITIL Framework to enhance process owners release backlog visibility.
- Performed analysis/testing as needed to test enhancements/features before moving to production from ServiceNow Test instance.
- Worked on Data Clean-up Project on CMDB.
- Captured defects experienced by end-users and report same to the Application Development team after Production Release and prioritize them based on critical needs.
- Attended and participated in CAB meetings to articulate ServiceNow Release packages scheduled for different Change windows.
ServiceNow Functional Analyst
Visani America
02.2016 - 03.2018
- Gather functional and non-functional requirement used for the creation of user stories implementation of various applications - Service Catalog and Request Fulfillment, Incident Management, Problem Management, Change Management, Knowledge Management and CMDB on ServiceNow.
- Work with Process Owners in prioritizing stories in the stories backlog (stories & defects) while engaging them in a grooming session.
- Worked different process owners to complete key project deliverables -present state assessment, future state design, system testing and training functional users and provide process support post-implementation.
- Work closely with the Release Management Team and Scrum Master to ensure all Sprint Artifacts, Release Package and Change Requests include all the necessary details required to facilitate Release and deployment.
- Prepare training documentations and train identified users.
- Serve as ServiceNow SME for customer inquiries and various initiatives.
IT Analyst
Globacom
01.2015 - 02.2016
- Worked closely with Service Owners and Process Owners to review and managed Product backlog and facilitated product enhancement based on project deliverables.
- Participated in process improvement by focusing on different continuous service improvement methods and evangelizing the need for Continual Improvement across the organization.
- Analyzed workflows, business processes and applications to enhance, automate and expedite process improvements.
- Conducted Impact assessment of process changes and review findings with stakeholders.
- Identified opportunities for business process improvements based on the existing IT services and work with the customer to implement the identified opportunities.
- Participated in Service Catalogs creation process including catalog items and categories definitions, tasks creations and workflows definition.
- Worked with IT Operations to ensure Knowledge Management practices are consistently applied in resolving incidents thereby facilitating resolution of incidents at Level 1 support and Level 0 where possible.
- Worked with different stakeholders to document, review and continuously update process documents, Policies, Standards, and Modeling documents for homegrown applications.
Education
Bachelor of Science - Computer Science
Joseph Ayo Babalola University
10.
Skills
- Process Documentation
- Service Request & Incident Management
- Data Validation & Reporting
- Audit & Compliance Coordination
- Workflow Optimization
- System Testing & Enhancement
- Requirement Gathering
- Business-IT Alignment
- Tool Integration & Evaluation
- Process Gap Analysis
- Ivanti
- Jira
- Confluence
- Vector LMS
- Microsoft Suite
- Matrix
- Aris (Document Management System)
- Power BI
Business analysis
Analytical thinking
- Giga Trak
- ServiceNow
Certification
ITIL 4 Foundation
Timeline
Business Operations Specialist / Quality Systems Analyst
NTT GDC, Americas
11.2022 - Current
Infrastructure Sr. Analyst
Securian Financial
04.2022 - 08.2022
ServiceNow / ITIL Business Analyst
ModusLights Technologies
04.2018 - 03.2022
ServiceNow Functional Analyst
Visani America
02.2016 - 03.2018
IT Analyst
Globacom
01.2015 - 02.2016
Bachelor of Science - Computer Science
Joseph Ayo Babalola University