OLU O. AFOLABI
Bowie,MD
Summary
ServiceNow Administrator with 4+ years of experience administering, governing, and optimizing enterprise ServiceNow platforms. Specialized in ITSM modules including Incident, Problem, Change, Request, CMDB, Knowledge, and Service Catalog. Proven expertise in platform configuration, access control, upgrades, performance tuning, reporting, integrations, and ITIL-aligned service delivery. Strong record of delivering measurable improvements through controlled releases, stakeholder collaboration, and platform governance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
ServiceNow Developer – Enterprise Web Application Project
Net2Source Inc
Remote
06.2024 - Current
- Built a custom ServiceNow web application improving ITSM self-service adoption and reducing request submission time by 30% for 2,000+ users.
- Developed reusable components across Incident, Change, CMDB, and Service Catalog, supporting 10K+ annual transactions with consistent logic and validation.
- Enhanced CMDB data quality and CI relationships, enabling accurate change impact analysis and reducing production risk.
- Implemented role-based access and ACL controls, supporting secure, audit-ready deployments with zero security findings.
- Delivered weekly releases through governed DEV/TEST/PROD promotion, achieving zero rollbacks and zero unplanned downtime.
- Translated requirements into user stories and sprint tasks, tracking delivery to ensure on-time releases and platform stability.
ServiceNow Administrator/Developer
T-Mobile
Remote, Indiana
03.2022 - 05.2024
- Administered and optimized core ServiceNow modules (Incident, Problem, Change, Request, CMDB, Knowledge) for 5,000+ users.
- Built and deployed configurations (Business Rules, Client Scripts, Flow Designer automations, Catalog Items) delivering weekly enhancements.
- Managed platform upgrades, patching, and performance tuning, sustaining 99.9% platform availability.
- Governed roles, groups, and ACLs, ensuring secure and compliant access across business units.
- Delivered reports, dashboards, and KPIs to support ITSM performance monitoring and decision-making.
- Gathered stakeholder requirements and translated them into user stories and sprint deliverables, maintaining 98% SLA compliance.
- Supported enterprise integrations including Active Directory (authentication and access synchronization) REST/SOAP APIs, Integration Hub, and MID Server.
ServiceNow Administrator – Card Services Platform
M&T Bank
08.2021 - 02.2022
- Administered and governed the ServiceNow ITSM platform (Incident, Problem, Change, CMDB, Knowledge) for Card Services initiatives.
- Delivered 25+ Service Catalog items and request workflows aligned with card issuance, disputes, and transaction processing.
- Governed role-based access and ACL configurations to meet banking risk, compliance, and audit standards.
- Executed 20+ controlled change deployments, platform patching, and release validation with zero audit findings.
- Built 10+ project dashboards and SLA reports, improving service visibility and reducing turnaround time by 30%.
- Partnered with Card Services stakeholders across multiple workstreams, reducing service request backlog by 20% and improving fulfillment efficiency by 15%.
Education
MSc - Information Technology
Grand Canyon University
Arizona City, AZ10.2025
Chemical Engineering
Ladoke Akintola University
Ogbomoso08.2004
Skills
- ServiceNow ITSM (ITIL)
- Incident, Problem, Change & Request Management
- Business Rules, Client Scripts, Flow Designer & Workflow Automations
- Roles, Groups, & Security
- Platform Upgrades & Patching
- Reporting, Dashboards, & KPIs
- Integration Hub, REST/SOAP APIs
- All ITSM Process Modules
- Stakeholder Engagement & Collaboration
Certification
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Certified Scrum Master (CSM)
Timeline
ServiceNow Developer – Enterprise Web Application Project
Net2Source Inc
06.2024 - Current
ServiceNow Administrator/Developer
T-Mobile
03.2022 - 05.2024
ServiceNow Administrator – Card Services Platform
M&T Bank
08.2021 - 02.2022
MSc - Information Technology
Grand Canyon University
Chemical Engineering
Ladoke Akintola University